Frequently Asked Questions

We understand customers have questions and sometimes these are quite common, so we've put together a guide that will hopefully clear these up and assist you with your online experience.

Please select from the following categories:

• Catalogues
• Contact Details
• My Order
• Returns & Exchanges
• Scratch Cards & Free Gift Promotions
• Sizing
• Shipping
• Showroom
• Stock
• Website Questions
• Other

Catalogues:

Q. What catalogues do you run?

A. We have a Health Pride and First Lady Fashion (40 page) catalogue.

Q. How often do your catalogues come out?

A. Our Health Pride and First Lady Fashion catalogues are generally circulated on a quarterly basis. However at times during the year, we may have special inserts and catalogues that may find their way into your home.

Q. What payment methods do you provide to purchase the products from your catalogue?

A. Our products can be purchased via the following payment methods:

1. Mail - with Cheque, Credit/Debit Card (Visa / MasterCard / Amex only), Direct Deposit and Money Order.
2. Showroom - with Cash, Cheque and EFTPOS.
3. Telephone / Fax - with Credit/Debit Card (Visa / MasterCard / Amex only) and Direct Deposit.
4. Internet - with ANZ eGate (MasterCard / Visa / Amex only) or PayPal.
5. Special Request - Direct Deposit. Contact Us to find out more.

Q. I wish to receive a catalogue, what do I do?

A. If you wish to receive catalogues, all you need to do is ask, by either:

1. Ringing us on (02) 9997 5400, between the hours of 7:30 am and 5.00pm Monday to Friday.
2. Contact Us via email at info@healthpride.com.au.

All we require are your full name & address details.

Q. I no longer wish to receive your catalogue, what do I do?

A. If you do not wish to receive catalogues, you can easily unsubscribe by either:

1. Ringing us on (02) 9997 5400, between the hours of 7:30 am and 5.00pm Monday to Friday.
2. Writing to us at Locked Bag 6, Terrey Hills NSW 2084.
3. Faxing us at 02 8445 0444.
4. Contact Us via email at info@healthpride.com.au.

To make sure action is taken on any written correspondence, please include your customer number; or your full name & address details.

Contact Details:

Q. How should my address be formatted?

A. Putting your address in the right format is one, if not the most important component of the online order process.

Make sure all your address details are entered and formatted correctly to avoid any unnecessary delays in getting your order sent out to you.

We do utilise Australia Post address validation technology on our registration page, to assist in making sure your detail are correct.

Some handy tips to assist you:

• If your building has a name or you are sending the order to your work, be sure to use the Company / Building field to enter these details.
• Try to place your street number and street name all in the one field.  This should be labelled as 'Street Address' and only use the second line if it's really necessary.
• The correct way to display a Unit address is by placing a capital U, followed by your Unit number and then a space with the full street number and name.  A few examples of this include; U 1 123 Test Street or U 232 343 Another Test Road.
• If you would like to have a separate delivery address, this is fine and can be completed during the checkout process by selecting a separate address to your billing address.

If you are unsure and having problems, please Contact Us to assist in getting your address details right.

Q. I would like to change my contact details?

A. You can easily update your personal information by either:

1. Ringing us on (02) 9997 5400, between the hours of 7:30 am and 5.00pm Monday to Friday.
2. Writing to us at Locked Bag 6, Terrey Hills NSW 2084.
3. Faxing us at 02 8445 0444.
4. Contact Us via email at info@healthpride.com.au.

To make sure action is taken on any written correspondence, please include your customer number; or your full name & address details.

My Order:

Q. Will my order be packed with care?

A. We understand some items are fragile and require the utmost of care.  Our packers are trained to ensure your items survive their journey and get to you safely in one piece.

If you have any questions, please call us on (02) 9997 5400, or Contact Us via email at info@healthpride.com.au.

Q. Where is my order and can I track it?

A. We will always attempt to despatch Internet orders as quickly as possible and they are given priority. Orders are normally shipped within 3 - 7 days (sometimes even quicker) from our Sydney office via Australia Post, however please allow up to 28 days, as there are occasional unforeseeable delays with stock availability. If for any reason it goes beyond 28 days we will contact you to advise of alternative arrangements.

When your order is being packed we will email you with an estimated despatch date.

TRACKING YOUR ORDER

All Internet orders are sent via Australia Post E-Parcel, allowing you to track where your order is. When your order is despatched we will email you and you will have the ability to login to your account and track your order.

Q. I want to change something on my order, what should I do?

A. We understand people can change their minds on products and sizes, so at any point if you have any concerns please call us on (02) 9997 5400, or Contact Us via email at info@healthpride.com.au to discuss your options.

Q. I didn’t receive some items from my order, what should I do?

A. The first thing you should do is double check your delivery notes that came with your order to ensure the item(s) you are missing are not on back order or out of stock. 

Every effort is made to carry sufficient stock to meet expected demand. However, there are times when demand far exceeds available stock, causing a temporary out of stock situation. In these cases, we will ship you the items in question as soon as they are available.  If you do not wish to wait for the remaining items to arrive simply fill out the back of the delivery notes you received with your order, indicating the items you wish to be refunded and return them to Locked Bag 6, Terrey Hills NSW 2084.

If you believe the item is still missing, please call us on (02) 9997 5400, or Contact Us via email at info@healthpride.com.au to help solve your problem.

Returns & Exchanges:

Q. Do you offer refunds?

A. We are happy to refund most items. However items MUST BE UNUSED and returned to us in their ORIGINAL CONDITION & PACKAGING, with proof of purchase and within 90 days (30 days for clothing). Failure to do so can result in your request being denied and the goods returned to you. (Excludes customised products, personal massagers and vibra plus, which can only be returned if found to be faulty.)

Return postage is at the expense of the customer unless the item is faulty in which case please contact us first.

If you are not happy with any item purchased and would like a refund, simply fill out the back of the delivery notes you received with your order, indicating the items you wish to be refunded and return them to Locked Bag 6, Terrey Hills NSW 2084

Alternatively if you have any concerns please call us on (02) 9997 5400, or Contact Us via email at info@healthpride.com.au to discuss your options.

Q. Do you offer replacements?

A. We are happy to exchange most items. However items MUST BE UNUSED and returned to us in their ORIGINAL CONDITION & PACKAGING, with proof of purchase and within 90 days (30 days for clothing). Failure to do so can result in your request being denied and the goods returned to you. (Excludes customised products, personal massagers and vibra plus, which can only be returned if found to be faulty.)

Return postage is at the expense of the customer unless the item is faulty in which case please contact us first.

If you find that something has arrived broken, faulty, or you have been sent the wrong colour or size, we will replace it free of charge.  Simply fill out the back of the delivery notes you received with your order, indicating the items you wish to be replaced and return them to Locked Bag 6, Terrey Hills NSW 2084

Alternatively if you have any concerns please call us on (02) 9997 5400, or Contact Us via email at info@healthpride.com.au to discuss your options.

Q. How long does it take to receive my exchange or refund?

A. We will always attempt to despatch exchanges as quickly as possible and they are given priority. Orders are normally shipped within 3 - 7 days (sometimes even quicker) from our Sydney office via Australia Post, however please allow up to 28 days, as there are occasional unforeseeable delays with stock availability. If for any reason it goes beyond 28 days we will contact you to advise of alternative arrangements.

Refunds are processed on a weekly basis and depending on your payment method you will receive a refund on your credit card or a refund cheque.

Alternatively if you have any concerns please call us on (02) 9997 5400, or Contact Us via email at info@healthpride.com.au to get an update on your exchange or refund.

Q. Do you have a free Reply Paid Address?

A. The simple answer to this is no.  At this stage do not have a free Reply Paid Address.

Scratch Cards & Free Gift Promotions

Q. Where can I find your Terms & Conditions for your promotions?

A. You can find this information on our Scratch Card Terms & Conditions page.

Q. I think I've won your jackpot prize?

A. Wouldn't that be great!  We love giving away prizes, though you should always read the Scratch Card Terms & Conditions to make sure you have actually won. 

If you are still unsure call us on (02) 9997 5400, or Contact Us via email at info@healthpride.com.au and hopefully we can give you some good news!

Q. Can I claim my scratch card online?

A. If you have a scratch card, you may enter the code from the back of the card on the bottom right (within the black box) in the coupon code box from the checkout or cart page.  Only minor prizes will be accepted here and all major prize winnings will need to be sent in for Health Pride to validate.

Q. Where can I find your promotion winners?

A. Once we have identified our winners, we will list them on our Latest News page.

Q. Do I get a free gift or free shipping with every order?

A. Depending on what promotions are currently running, you may receive one or the other or even both.  So stay tuned to see what specials we are currently running!

Sizing:

Q. How do I find my size?

A. We understand it can be hard when it comes to knowing what size fits best, so we have put together a sizing chart to make that decision easier.

Please refer to our size chart on the following link when it comes to buying fashion items from our website.

If you are still unsure, please call us on (02) 9997 5400, or Contact Us via email at info@healthpride.com.au with any questions.

Q. If my size is incorrect, can I return or exchange it?

A. If you find that something is the wrong colour or size, we will replace it free of charge.  Simply fill out the back of the delivery notes you received with your order, indicating the items you wish to be replaced and return them to Locked Bag 6, Terrey Hills NSW 2084

Alternatively if you have any concerns please call us on (02) 9997 8368  or (02) 9997 5400, or Contact Us via email at info@healthpride.com.au to discuss your options.

Shipping:

Q. How long does shipping take?

A. We will always attempt to despatch Internet orders as quickly as possible and they are given priority. Orders are normally shipped within 3 - 7 days (sometimes even quicker) from our Sydney office via Australia Post, however please allow up to 28 days, as there are occasional unforeseeable delays with stock availability. If for any reason it goes beyond 28 days we will contact you to advise of alternative arrangements.

When your order is being packed we will email you with an estimated despatch date.

If you require something urgently, please Contact Us and we will attempt to assist you as best we can.

Q. What are your shipping rates?

A. Our rates can be found on our Shipping page.

Showroom:

Q. Do you have a showroom or shop to purchase your products?

A. We sure do!  All our showroom related information can be found on our Showroom page.

Q. Does your showroom carry every product?

A. We carry every product we have in stock for Health Pride and First Lady Fashion, which is generally everything you can find on this website.

If you want to double check an item is in stock before making a visit, please call us on (02) 9997 5400, or Contact Us via email at info@healthpride.com.au and we can advise further.

Q. What payment methods do you provide in your showroom?

A. We provide facilities to pay via EFTPOS, CASH and CHEQUE.

Stock:

Q. How do I know if an item is in stock?

A. Our website is updated twice a day to ensure our stock level is as accurate as possible.

If you want to double check an item is in stock before making a purchase, please call us on (02) 9997 5400, or Contact Us via email at info@healthpride.com.au and we can advise further.

Q. If an item I have ordered goes out of stock, what happens to my order?

A. Every effort is made to carry sufficient stock to meet expected demand. However, there are times when demand far exceeds available stock, causing a temporary out of stock situation. In these cases, we will ship you the items in question as soon as they are available.  If you do not wish to wait for the remaining items to arrive simply fill out the back of the delivery notes you received with your order, indicating the items you wish to be refunded and return them to Locked Bag 6, Terrey Hills NSW 2084.

If we know an item is on back order we will make a note on that product on our website to advise you of the expected timeframe to get it back in stock and make you aware of any potential delays.

Website Questions:

Q. Do you sell or pass on email addresses to other parties?

A. Health prides DOES NOT sell or rent email addresses to any 3rd party.

Q. How often do you email to your email database?

A. We will potentially send up to 8 emails per month and provide easy methods to subscribe and unsubscribe from our email list.

Q. Where do I put a coupon code I was given?

A. If you are lucky enough to receive a coupon code. You can enter this throughout the checkout in the coupon code box that is present on the page.

Q. Do I have to register as a member to purchase on your website?

A. You can purchase as a guest or member. The choice is entirely yours, though there are added benefits to being a member, such as the 'Your Account' hub that allows you to update your account information, view your previous orders and track your shipments with ease.

Q. Are my details secure on your website?

A. Protecting your privacy is our top security concern! At Health Pride we will take reasonable steps to ensure that all information we collect, use or disclose is accurate, complete, up to date and is either stored or destroyed in a secured environment accessed only by authorised persons.

In addition to password identification, we also employ a GeoTrust SSL encryption (Strong 256-bit encryption and 2048-bit root) to maintain the privacy of your personal data on all interactions.

Q. What payment methods do you provide online?

A. We allow payment via ANZ eGate (MasterCard / Visa only) or PayPal.

Other:

Q. Your phones are busy and I can’t get through?

A. There will be times where are operators are experiencing peak periods and you will be on hold, in these instances please wait until your call can be answered or try again later during the day.  We are always looking at ways of improving our phone system to cope with large volumes of calls coming through.

Alternatively you can Contact Us via email at info@healthpride.com.au.

Shipping

POSTAGE & HANDLING RATES

Our shipping costs comprise of the following pricing bands:
 

ORDER TOTAL	POSTAGE COST		ORDER TOTAL	POSTAGE COST
UP TO $50.00	$9.90		$100.01 - $150.00	$14.90
$50.01 - $70.00	$11.90		$150.01 - $250.00	$15.90
$70.01 - $100.00	$13.90		Over $251.00	$17.90

DELIVERY TIMEFRAME

We will always attempt to despatch Internet orders as quickly as possible and they are given priority. Orders are normally shipped within 3 - 7 days (sometimes even quicker) from our Sydney office via Australia Post, however please allow up to 28 days, as there are occasional unforeseeable delays with stock availability. If for any reason it goes beyond 28 days we will contact you to advise of alternative arrangements.

When your order is being packed we will email you with an estimated despatch date.

If you require something urgently, please Contact Us and we will attempt to assist you as best we can.

TRACKING YOUR ORDER

All Internet orders are sent via Australia Post E-Parcel, allowing you to track where your order is. When your order is despatched we will email you and you will have the ability to login to your account and track your order.

PACKING YOUR ORDER

We understand some items are fragile and require the utmost of care.  Our packers are trained to ensure your items survive their journey and get to you safely in one piece.

If you have any questions, please call us on (02) 9997 5400, or Contact Us for further information.

Returns

We are happy to exchange or refund most items. However items MUST BE UNUSED and returned to us in their ORIGINAL CONDITION & PACKAGING, with proof of purchase and within 90 days (30 days for clothing). Failure to do so can result in your request being denied and the goods returned to you. (Excludes customised products, personal massagers and vibra plus, which can only be returned if found to be faulty.)

Return postage is at the expense of the customer unless the item is faulty in which case please contact us first.

Replacements

If you find that something has arrived broken, faulty, or you have been sent the wrong colour or size, we will replace it free of charge.  Simply fill out the back of the delivery notes you received with your order, indicating the items you wish to be replaced and return them to Locked Bag 6, Terrey Hills Nsw 2084.

Refunds

If you are not happy with any item purchased and would like a refund, simply fill out the back of the delivery notes you received with your order, indicating the items you wish to be refunded and return them to Locked Bag 6, Terrey Hills Nsw 2084.

Out of Stock Items

Every effort is made to carry sufficient stock to meet expected demand. However, there are times when demand far exceeds available stock, causing a temporary out of stock situation. In these cases, we will ship you the items in question as soon as they are available.  If you do not wish to wait for the remaining items to arrive simply fill out the back of the delivery notes you received with your order, indicating the items you wish to be refunded and return them to Locked Bag 6, Terrey Hills Nsw 2084.

If you have any questions, please call us on (02) 9997 5400, or Contact Us via email.