FAQ for Shipping and Delivery

When will I receive my order?

Depending on which state or territory the products are to be delivered to, you can expect to receive your order within 3-5 business days of receiving our delivery confirmation email. Express shipping options are available at checkout 1-3 business days.

Shipping to New Zealand is handled by Aus Post in conjunction with NZ Post, delivery time varies from 5-7 business days.

What are your delivery fees?

Delivery fees are usually calculated and shown to you at the checkout page, and before you confirm your purchase order. Delivery fees are calculated based on your selected shipping address and delivery method (i.e. standard or express), amongst others. Please do therefore refer to the checkout page for the estimated delivery fees for your order(s).

Do you ship internationally?

This Entity Australia Official Webstore ships to Australian and New Zealand only.

If you reside outside Australia, you may visit our International webstore. Click here to visit.

If you reside in China, please visit our Jingdong or Tmall flagship stores.

I missed a delivery! What do I do?

If our courier partner fails to reach you at your specified shipping address, our courier partner will leave you a message or give you a call. A re-delivery will be made after arranging a convenient time with you.

Our courier partners may make a maximum of two delivery attempts. If our courier partner is unable to deliver the products to you after two delivery attempts, then the products may be returned or disposed of by our courier partner. Please do kindly ensure that you are therefore able to receive your delivery at the scheduled time.

Can I cancel/change/return/exchange/refund an order?

Unfortunately, orders cannot be cancelled, returned, exchanged or refunded. We apologise that we are also unable to change the items in your order once it has been processed.

If you receive an item which is damaged or expired, or if you received items which are different from what you ordered, please contact us immediately at +61 7 3198 2484 (AU).

FAQ for Orders and Payment

What foreign currencies can I purchase with?

We currently display and offer purchases in Australian Dollars (AUD) only.

How do I place an order?

First time shopping with Entity? Placing an order is easy!

  1. For the products you wish to purchase, select the product option (if applicable) and the quantity (select your preferred currency, so that product prices are displayed in your currency of choice).
  2. Click ‘Add to Cart’.
  3.  You can either continue shopping, or if you have decided on your purchase(s), click on the cart icon on the top right corner.
  4. Select your preferred delivery method (Standard Shipping or Next-day Shipping).
  5. Click ‘Checkout’.
  6. You will be asked to provide your billing information and shipping address and register an account with us. If you are an existing customer, click “Already Registered” to log into your account. Your shipping address and billing information will automatically apply to your order.
  7. If you have a promo code, enter your code on this page.
  8. Before clicking on 'Place Order', be sure to:
    • Review your delivery address and choose your payment method
    • Confirm total amount

Your order is final once payment has been processed. Therefore, it is important to check that your order is accurate before you click on "Place Order".

After checking out, you will receive an Order Confirmation email with your order details. You will also receive an Order Packing email when your order is being packed. An order tracking link will be sent to you in this email to enable you to track your order, where available.

What are the payment methods available?

To bring you the best online shopping experience, we offer multiple payment methods:

  • MasterCard
  • Visa
  • American Express
  • Paypal
  • ZipPay
Why doesn't my payment go through?

You may be facing difficulties with making payment because of the following reasons:

  1. Pop Up Blocker
    Please ensure that the settings for POP-UP BLOCKER for browser is set to OFF. Otherwise, the relevant transaction pages from the banks cannot be displayed and your transaction will not be processed.

  2. Card Details Entered Incorrectly
    Please try again and enter your details exactly as they appear on your card.
  3. Session Time Out
    Please refresh the page and try again. Do note that the payment will not go through and no amount will be deducted.

If the problem still occurs, please email us at info@entity-health.com or call us at +61 7 3198 2484 (AU)

What will the duties and taxes on my order be?

Goods and Services Tax (GST) and Value Added Tax (VAT) rates are set by Australian or New Zealand law.

FAQ for Account

I've forgotten my password!
If you have forgotten your password, click on “Forgot your password?” button in the Log In page. Enter your email address and click on the "Reset password" button to receive a new password sent to the email address specified.

Others

Are all Entity products halal certified?

All Entity products are halal certified except for LiviUp®.

How can I get in touch with customer service?

Our team is here to help. Email info@entity-health.com or call +61 3 97374341 (AU).

What is CGMP?

CGMP refers to the Current Good Manufacturing Practice regulations used and enforced as a globally harmonised system all around the world.

CGMPs provide for systems that assure proper design, monitoring, and control of manufacturing processes and facilities. Adherence to the CGMP regulations assures the identity, strength, quality, and purity of drug products by requiring that manufacturers of medications adequately control manufacturing operations. This includes establishing strong quality management systems, obtaining appropriate quality raw materials, establishing robust operating procedures, detecting and investigating product quality deviations, and maintaining reliable testing laboratories. The "C" in CGMP stands for "current," requiring companies to use technologies and systems that are up-to-date to comply with the regulations.

We are proud to confirm that Entity is CGMP compliant which assures our products meet their quality standards so that they will be safe and effective for consumers.