What happens if my order hasn’t arrived?
We understand how frustrating it can be when your order hasn’t arrived when expected. While we do our best to monitor deliveries and ensure orders arrive within the estimated timeframe, occasionally delays or delivery issues can occur.
Before contacting us, please ensure your order has passed the estimated delivery timeframe provided for your selected delivery service. Please also keep in mind that during peak periods, such as Christmas, Easter and major sale events such as Black Friday sales, delivery times may take a little longer due to increased parcel volumes.
If your order has not arrived
Please contact our Customer Care team:
📧 Email: care@healthylife.com.au
📞 Phone: 1300 463 342 (available during office hours)
💬 Chat: jump on our live chat during office hours or leave us a message
Alternatively, you can reply directly to any order confirmation or delivery emails we’ve sent you.
Once we receive your enquiry, our team will investigate and provide any updates available as soon as possible.
What happens next?
We’ll first review the available delivery information and, if required, may raise an investigation with the relevant delivery provider, such as Australia Post.
If a case is raised, a dedicated Customer Care team member will keep you updated throughout the process. In most cases, we aim to resolve inquiries within 2-3 business days.
We take missing delivery enquiries seriously and will work with you to find the best possible resolution. As each situation can vary, outcomes are assessed on a case-by-case basis, and we’ll guide you through the next steps, including our standard refund or replacement process where applicable.
Our goal is to resolve delivery concerns as quickly and smoothly as possible while keeping you informed along the way.
If your tracking shows “Delivered – Left in a safe place”
If your tracking shows that your order has been marked as “Delivered – Left in a safe place”, Australia Post may provide a Proof of Delivery (POD) directly through their website.
Checking your Proof of Delivery first may help you locate your parcel without needing to contact our Customer Care team.
To access your Proof of Delivery:
Open the Australia Post tracking link provided in your Shippit tracking email
2. On the Australia Post tracking page, select “Report this parcel as missing”
3. Complete the security check by confirming you are not a robot, then select “Search”
3. You will be prompted to verify the delivery address linked to your order
Please note: if the incorrect delivery address was provided at checkout, you will not be able to proceed further
If the correct address was provided, enter your address in the field provided and select it from the drop-down menu
Select “Continue”
4. If a Safe Drop image was captured for your delivery, it will now be displayed on the page
You can download the image for your reference if required
If you’re still unable to locate your parcel after reviewing the available delivery information or the address it was left at looks wrong, please contact our Customer Care team on the details above, and we’ll be happy to investigate further.