Wholesale Shipping, Returns & Order Terms

Supplement Mart, www.supplementmart.com.au and www.suppmartwholesale.com.au are operated by Muscle Worx Pty Ltd ABN 80 141 422 415.

These terms apply to approved wholesale customers, trade account holders, resellers, gyms, studios, retailers, distributors and other business customers purchasing from Supplement Mart’s Wholesale Division (Muscle Worx Pty Ltd ABN 80 141 422 415).

By placing a wholesale order, submitting a [draft] purchase order, purchasing through a wholesale portal, accepting a quote or ordering via email or phone, you agree to these Wholesale Shipping, Returns & Order Terms.

1. Shipping Rates & Surcharges

Supplement Mart Wholesale freight charges differ from standard retail website shipping rates. By definition, Supplement Mart only considers a transaction to qualify as ‘wholesale’ if i) a customer has an approved Supplement Mart wholesale account, and ii) any transaction is equal to or above the sum total value of $650.00 (inc. GST) AUD.

In the case that a wholesale order is placed and reaches the qualifying $650.00 threshold, the respective order can be shipped to any suitable Australian shipping address free of freight charge(s) - except in circumstances whereby the ‘RTD Heavy Freight Levy’ applies and/or the shipping address is not within the continental land mass of Australia (but still falls within the bounds of Australian delivery e.g. Cocos Islands) and/or is for an international (non-Australian) shipping address delivery. In these circumstances, surcharges may apply on a ‘case-by-case’ basis and shipping fees will be calculated, quoted or confirmed at the time of the order submission being accepted by Supplement Mart’s warehouse Team. 

In exceptional, unforeseen circumstances Australian wholesale customers may be charged freight based on order size, weight, carton count, pallet requirements, delivery location, carrier charges and any special handling requirements. Supplement Mart reserves the right to determined when a circumstance is deemed ‘exceptional’ in these instances.

Unless otherwise agreed in writing, wholesale orders are not eligible for retail free-shipping thresholds, retail shipping promotions or consumer delivery offers.

By default, a wholesale customer submitting [purchase] orders on any of Supplement Mart’s online wholesale portals will not be able to submit such an order until the $650.00 order threshold has been met. 

Wholesale customers may request, in writing to wholesale@supplementmart.com.au, for fairly-determined, customised freight charges to be added to a wholesale-priced order which is less than $650.00 in sum total. An authorised Supplement Mart representative will then review this request on a once-off basis and must issue expressed written approval for the order to proceed with wholesale pricing applied. The process applies on an order-specific basis and is never assumed for any wholesale order submissions thereafter. The authorised Supplement Mart representative reserves the right to decline this request in any such circumstance.

Supplement Mart’s Wholesale division does not allow for ‘drop-shipping’ style purchase orders. Alteration requests to a previously agreed upon shipping address for an approved wholesale account must be issued in writing and approved by an authorised Supplement Mart representative.

Express, Premium or Expedited Deliveries are not applicable for wholesale customer purchases, unless otherwise arranged and approved in writing by a Supplement Mart representative. If so, a surcharge may apply.

RTD Heavy Freight Levy

A Heavy Freight Levy may apply to wholesale orders containing one (1) or more cartons, cases or boxes of Ready-to-Drink (RTD) products, unless otherwise agreed in writing or waived without notice by Supplement Mart’s warehousing Team.

This levy is applied once per order and may be in addition to any other freight, courier, pallet, handling or delivery charges - per any/all of those reasons for such freight surcharges expressed above. Supplement Mart reserves the right to amend freight charges, levies and shipping methods where required due to carrier restrictions, freight cost increases, delivery location, product type or order size.

2. Delivery Times

Wholesale orders are dispatched Monday to Friday from WA and VIC distribution centres. Orders are not dispatched on public holidays.

Standard delivery timeframes vary depending on the delivery location, order size, freight provider, stock availability and whether the order is sent by carton, satchel, courier or pallet freight.

At present, Metropolitan deliveries will generally arrive within 2–5 Business Days after dispatch. Regional, remote, interstate, bulky or palletised deliveries may take longer.

Delivery times are estimates only and are not guaranteed. Supplement Mart is not liable for any loss, cost, delay, business interruption, lost sales or inconvenience caused by freight delays or carrier issues. 

Express, Premium or Expedited Deliveries are not applicable for wholesale customer purchases, unless otherwise arranged and approved in writing by a Supplement Mart representative. If so, a surcharge may apply.

Delivery times may vary dependent on the third party courier(s)/carrier(s) circumstances and/or for weather-related, natural disaster or infrastructural reasons. Supplement Mart is not liable for delays and/or the effects of these delays on the associated recipient/ business/wholesale customer, in such instances where they may occur.

Split Shipments

To ensure faster fulfilment, wholesale orders may be dispatched from multiple locations, where stock is held across different warehouses or distribution centres.

If an order is split shipped, parcels may arrive separately, with multiple tracking details and delivery timeframes may therefore vary between shipments. Supplement Mart will avoid this split shipments where it can, in order to minimise delays in receipt of goods purchased/ordered by wholesale customers.

Pre-Orders

Orders containing pre-order, indent, special-order or incoming stock items are not eligible for same-day dispatch unless expressly confirmed by Supplement Mart’s authorised representative, in writing.

Pre-order items will ship according to stock arrival, release date, supplier availability and/or warehouse workload.

Pre-order items may be arranged via telephone call, e-mail or another ordering medium, beyond the regular wholesale portal(s) based on potential customised nature of item/product releases. A Supplement Mart representative may reach out to you to arrange pre-orders and advise on the nature in which they’ll be delivered/projected timeframes for readiness and subsequent delivery on a case-by-case basis.

3. Order Tracking

Once a wholesale order has been dispatched, tracking information will be provided (where available) to the e-mail address used when ‘logging in’ to the Supplement Mart wholesale portal.

Tracking will be definitively provided by email as well as possibly SMS and/or wholesale portal update, courier notification or some direct means of communication from the Supplement Mart team.

For some bulk, palletised or third-party freight orders, tracking may be limited, unavailable or may update differently from standard parcel tracking.

If you experience issues with tracking or delivery, please contact our Team via e-mail; wholesale@supplementmart.com.au providing your order/invoice details at a minimum.

4. Authority to Leave

If you request Authority to Leave, unattended delivery, delivery to a loading area, delivery to a front door, delivery to a warehouse entry point or any other unattended delivery instruction, you acknowledge that the parcel or freight is deemed delivered once the carrier completes delivery to the nominated location.

By providing Authority to Leave, you accept all risk of loss, theft, weather damage, heat damage, breakage or other damage after delivery has been completed.

Supplement Mart accepts no liability for loss, theft or damage once goods have been delivered in accordance with your instructions or the carrier’s delivery confirmation.

It is the wholesale customer’s responsibility to ensure that the delivery location is safe, accessible, secure and suitable for receiving goods.

5. Payment & Security

Wholesale payment methods may include credit card, EFT, direct deposit, approved account terms or another payment method approved by Supplement Mart.

Retail payment methods such as AfterPay, ZipPay, ShopPay, GooglePay, ApplePay, PayPal promotions or other consumer payment options may not be available for wholesale orders.

Unless you have approved credit terms explicitly issued by an authorised Supplement Mart Wholesale Team member in writing, payment must be received and cleared before your order is dispatched.

Where credit terms have been approved, payment must be made in accordance with the terms stated on your invoice, as issued by automated e-mail from the wholesale portal itself, as issued by an authorised Supplement Mart Wholesale Team member in writing or wholesale account approval.

Supplement Mart reserves the right to place wholesale accounts on hold, suspend dispatch, withdraw credit terms, request upfront payment or cancel undelivered orders where payment is overdue, disputed, declined or considered high risk.

For security and fraud-prevention purposes, Supplement Mart may request additional verification before accepting or dispatching an order.

Orders suspected of fraud, misuse, unauthorised account access or payment irregularity may be cancelled without prior notice.

6. Returns & Refunds

Wholesale orders are supplied for business resale or commercial use. Change-of-mind returns are not accepted unless Supplement Mart’s authorised Team member(s) agree in writing.

Goods may only be returned with prior written approval from Supplement Mart and a valid Return Authority number.

Returns sent without approval may be refused, returned to sender or remain unprocessed.

Return Process

To request a return, please contact wholesale@supplementmart.com.au via e-mail and include the below information:

• business name;
• contact name;
• invoice and/or number;
• product(s) name to be returned;
• quantity;
• reason for return;
• photos, batch numbers and expiry dates where attainable.

If your return is approved by an authorised representative, Supplement Mart will provide the return address and instructions on how to proceed. Supplement Mart reserves the right for its representatives to approve or refuse authorisation of a return - and the resultant reimbursement, credit or replacement product - based off fair and reasonable review of the reason for return request

Approved returns must be unopened, unused, undamaged, in original saleable condition and returned with all packaging, seals, labels, batch codes and expiry dates intact, wherever possible.

Returns must be requested within 30 days of the date of invoice, unless otherwise required by law., or unless otherwise approved in writing by Supplement Mart’s authorised representative

Valid proof of purchase (invoice and/or order numbers) is required for all returns, exchanges or credits.

Supplement Mart may issue an account credit or replacement unit as it deems appropriate, instead of a monetary refund for approved wholesale returns.

Faulty, Incorrect or Incorrectly Described Products

As a wholesale customer, If you receive a faulty, damaged, incorrect or incorrectly described product, please contact wholesale@supplementmart.com.au via e-mail as soon as possible.

Wholesale customers must also notify Supplement Mart in writing (via wholesale@supplementmart.com.au) within 3 business days of receiving goods if there are any shortages, incorrect items, visible damage or delivery issues. Supplement Mart deems the date of ‘receiving goods’ to be that which is time-stamped “delivered” or wording to mean delivered in full, by whichever courier has delivered these goods, per the respective ‘track and trace’ details of that respective courier. 

Supplement Mart may request photos, batch numbers, expiry dates, invoice details and other reasonable evidence before approving a replacement, credit or refund.

Incorrectly supplied products must remain unopened and in saleable condition to be eligible for return, unless otherwise required by law. Goods in opened, breached or unsaleable condition that were originally incorrectly supplied will be/remain invoiced for and payable and not eligible for return, unless otherwise agreed to in writing by an authorised Supplement Mart representative.

Where Supplement Mart determines and/or confirms that goods were faulty, damaged before risk passed, incorrectly supplied or incorrectly described, it will offer an appropriate remedy, which may include replacement, exchange, account credit or refund.

Return freight costs will be covered by Supplement Mart where the goods are confirmed to be faulty, incorrect or incorrectly described. In all other cases, return postage and freight costs are the responsibility of the wholesale customer, unless otherwise agreed to in writing by an authorised Supplement Mart representative.

Additional shipping fees may apply for exchanges or replacement shipments unless the issue was caused by fault of Supplement Mart in entirety.

Exclusions

Returns, refunds or exchanges will not be accepted for:

• clearance items;
• special buy-outs;
• discontinued items;
• short-dated stock;
• promotional stock;
• sale items;
• indent or special-order products;
• bulk deal stock;
• opened or used products;
• products no longer in original saleable condition;
• products damaged after delivery;
• products incorrectly stored or handled by the customer; or
• products returned without prior notice and approval.

Purchase of clearance items, special buy-outs, discontinued stock and other marked final-sale goods is final, unless otherwise required by law.

7. Peak Periods & Delays

During peak and anomalous periods, including, but not limited to; Black Friday, Boxing Day, site-wide sales, major promotional campaigns, public holidays, supplier shortages or courier network delays, wholesale order dispatch and delivery may take longer than usual. Please allow for additional processing and delivery time during these times.

Supplement Mart is not liable for loss of sales, business interruption, customer complaints, delayed resale, lost revenue or any other consequence arising from dispatch or freight delays.

8. Contact Us

For enquiries regarding your wholesale order or anything else related to Supplement Mart’s wholesale platform(s) please contact our Wholesale Team via any of the below means, between the hours: 8am – 5pm AWST, Monday to Friday:

Email: wholesale@supplementmart.com.au

Writing:

Attn: Wholesale Team
Supplement Mart
26 Deviation Way
Neerabup, Western Australia 6031

Phone: 0423 157 186 or 0433 871 477

9. Legal Disclaimer & Order Acceptance

Receipt of an automated order confirmation, quote acknowledgement, portal confirmation or email confirmation does not automatically signify Supplement Mart’s acceptance of your order.

Supplement Mart reserves the right to accept, decline, cancel, amend, delay, split, backorder or limit any wholesale order or quantity for any reason, including stock availability, pricing errors, payment status, account status, freight limitations, compliance issues or suspected misuse of wholesale access.

By placing a wholesale order, you warrant that:

• you are authorised to place the order on behalf of the business or account holder;
• you are at least 18 years of age;
• all information supplied to Supplement Mart and its representatives is true, accurate and complete;
• the goods are being purchased for lawful business, resale or commercial purposes;
• you will store, handle, promote and resell the goods in accordance with applicable laws and manufacturer directions;
• you will not make false, misleading, therapeutic, medical, performance-enhancing or otherwise unapproved claims about the goods;
• you will ensure your customers use products in accordance with label directions and, where appropriate, seek advice from a qualified healthcare professional;
• you accept responsibility for checking product labels, ingredients, allergens, warnings, expiry dates and suitability before resale; and
• you agree to release and indemnify Supplement Mart from liability arising from misuse, incorrect consumption, improper storage, unlawful resale or misleading promotion of products after supply to you.

Supplement Mart is not responsible for how wholesale customers re-sell, promote, recommend, store or supply products after delivery, except to the extent required by law.