FAQ’s
Frequently Asked Questions
What is the status of my order?
Once your order has been placed, you will receive an order confirmation email.
When your order has been dispatched, we will send a shipping confirmation email that includes tracking information (where available).
You can also view your order status by logging into your customer account and viewing your order history.
Why are some of my items being delivered separately?
Essentra Health partners with multiple Australian suppliers and fulfilment centres.
If your order contains products from different suppliers, your items may be shipped separately and arrive at different times. This allows each supplier to dispatch products directly from their own warehouse, helping ensure faster delivery and product freshness.
You will receive separate tracking details for each shipment where available.
Can I change my order?
We may be able to make changes to your order if it has not yet been processed or dispatched.
If you need to update your order, please contact us as soon as possible via our Contact Us page or by emailing info@essentrahealth.com.au.
Once an order has been processed for shipment, we may be unable to make changes.
Do you accept returns?
Due to the nature of our health and wellness products, we do not accept returns, refunds, or exchanges for change of mind purchases.
However, if your item arrives damaged, faulty, spoiled, or incorrect, please contact us within 48 hours of receiving your order.
To assist with your claim, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
For full details, please refer to our Refunds & Returns Policy.
How do I cancel my order?
Orders may only be cancelled before they have been processed or dispatched.
As many orders are packed and shipped quickly, we recommend contacting us immediately if you wish to cancel your order.
Once an order has been dispatched, we are generally unable to cancel it.
Please contact us at info@essentrahealth.com.au for assistance.
How do I track my order?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information.
You can use the tracking link provided to monitor your delivery progress.
If you have not received tracking details within the expected timeframe, please contact our support team.
Can I change my delivery address after placing an order?
If your order has not yet been processed or dispatched, we may be able to update your delivery address.
Please contact us as soon as possible with your order number and the correct delivery address.
Once an order has been shipped, we may not be able to make changes.
Is it safe to use my credit or debit card on your website?
Yes.
Essentra Health uses secure third-party payment providers to process all online payments.
Payment information is encrypted and handled using industry-standard security protocols. We do not store your full credit card details on our servers.
Your payment information is processed through PCI-compliant payment providers that are designed to protect your personal and financial information.
How long does shipping take?
Most orders are processed and dispatched within 1–3 business days.
Delivery times vary depending on your location and the supplier fulfilling your order. As some products are shipped from different fulfilment centres, orders containing multiple items may arrive separately.
Tracking information will be provided once your order has been dispatched.
How can I contact Essentra Health?
If you have any questions regarding your order, products, shipping, or policies, please contact us:
Email: info@essentrahealth.com.au
We aim to respond to all enquiries as quickly as possible during business hours.