Faulty Item: 'What do I do if my order is faulty?'
A: We want to fix any issues straight away. Happy customer = happy life (that’s how it goes, right?)
As soon as you detect a fault, please contact our customer service team with the following:
- Order number (where do I find this? – on your invoice delivered, in my Account, my orders)
- Faulty Items Name
- Description of the Fault – We will require photographic evidence
Missing Item: 'There's something missing from my order, help!'
A: We have may sent your order in 2 parcels, which you should be able to see in an email from our warehouse telling you that your order is on its way.
If it’s been sent in separate parcels, the delivery note will tell you what to expect inside. Please check this note to double check nothing is missing.
Sometimes mistakes happen, we’re not perfect! If you are missing an item, contact our customer service team and we will endeavour to resolve this issue as quickly as possible. To make up for our mistake, we may even throw in some free presents to say we’re sorry.
Wrong Delivery: 'The parcel I've received is incorrect, what do I do?'
A: We want to sort out any issues straight away.
Please contact our customer service team with:
- Details of which items are wrong
- Your order number
We will get back to you as soon as humanly possible.
Cancelling Orders: 'I need to cancel my order, is this possible?'
A: If you have chosen a Standard order, you have at least 1hr to cancel.
Any other option is 30 minutes.
If you have not completed your order you, you can delete your items from your cart.
If you have a burning desire to, you may be able to return your order once you have received it. See our returns policy for more details.
Changing/Editing Order: 'I want to change my order after placing – what do I do?'
A: You 'may' be able to catch us before we’ve packed your order for shipping.
Once it has left our hands, and is in transit by our courier – there's nothing we're able to do, sorry!
You may be able to return the items, see our Returns Policy for details.
This includes delivery option, delivery address, and payment method.
Standard Delivery – 1hr
Other – 30 minutes
If you haven't placed an order yet, you may edit/change by entering 'My Cart' and making necessary changes before ordering.
You may be able to retrieve the order by retrieving from delivered address, or collecting your order via the delivery note often left by AusPost.
If the parcel is returned, we will try to reach you via the contact details provided, but if we haven't heard from you, there's nothing more we can do! We're not ghost busters.
NOTE: To our Victorian customers - please note that due to the current COVID situation, we are experiencing longer-than-usual delays in shipping with Australian Post - 2 weeks. Please note that once orders leave our warehouse, they are in the hands of Australia Post, or Star Track and DHL and are out of our control. We apologise for the wait, and thank you for your understanding.
Order Processing: 'My order is still processing, when will it be shipped?'
A: If your order status shows 'processing', it means we're getting busy readying your order for you.
During busy times, this status may appear for longer than usual. Your estimated delivery date is on your order confirmation & included time it takes to process your order.
You'll receive another email when your order is dispatched, which includes your tracking number.
If your order is taking longer than usual, please contact our Customer Service Team.
Aus Express Delivery – 'How does it work?'
Standard Delivery – 'How does it work?'
I can't track my order: 'I can't track my order, is it on its way to me?'
A: Most online orders are trackable via the tracking link provided in your shipping email.
Standard Time – 2-7 Business Days
Express Time – 2-3 Business Days
If you haven’t received a shipping confirmation email, we’re putting together your order for you.
If your order has been shipped and you’re still not able to track it, please contact our Customer Service Team.
Where is my order?
Standard / Express / International
A: If your order has been sent on a trackable courier – you should receive a code via a confirmation email.
It is also worth checking if there are any delivery issues in your area.
If the time is past the normal wait time, and there are no issues in your area, please contact our Customer Service Team for more information.
Refunds and Returns
We treat returns on a case-by-case basis. If you need to return a product, please contact our Customer Service Team.
How can I return my items back to PSA?
A: If you're looking to return and incorrect/faulty item, get in touch with us so we can sort it out for you.
I've returned an item, have you received it?
A: Once we receive a returned item from you – we will contact you ASAP with the contact details you have provided us with, regarding the specifics of your issue.
Can I return my product if I don't like it?
If there's nothing structurally wrong with the product (i.e. no fault), we're sorry but we do not allow for returns and will not issue a refund.
If there is something wrong with the product, we will issue a refund given sufficient evidence of the faulty product provided (we always need photographic proof).
Payment, Promos & Gift Vouchers
Payment Methods: 'Which ones can I use?'
We offer Paypal and Shopify payments.
Do you need help with a promo code?
You need to enter the code exactly how it was given to you (without spaces).
Copy and paste, or type code into the coupon code box at your cart or checkout, click apply.
Will I be charged international transaction fees?
The fee is charged from the payment provider, and goes straight to us from you. So, in short, no.
You may be hit with an international customs duty charge for orders over certain weights. Please check your government shipping regulations for details on this. We will not cover this cost, and we apologise for any inconvenience this may cause.
Am I charged GST on product?
No GST is applied to the Pure lines of our products. This includes:
- PURE WPI
- PURE WPC
- Amino Acids (Except BCAAs)
- PURE Pea Pro
- PURE Rice Pro
International orders incur no GST charges.
How do I use paypal to pay for my order?
You need a paypal account.
I can’t sign into my account!
Here at PSA we give you the option to order as a guest, without an account.
On the login page – Hit 'Forgot Password' and press 'Reset'.
Follow the email links to reset your password.
Still having trouble? Contact PSA directly.
How do I place an order?
- Click on the product you wish to purchase
- Choose the Size you are after (if this is an option)
- Click 'Add to cart'
- Click 'Cart'
- Click 'Checkout' and proceed to the payment & delivery options
How do I remove items from my cart?
- Click 'Cart'
- When you see the product, you wish to remove, you may click the 'x' button at the right-hand side of your screen OR click the 'remove' button on the product.
How do I unsubscribe from Email Newsletters?
A: If you no longer wish to receive emails from us, hit 'Unsubscribe' at the bottom of the latest email you have received from us.
How can I search for items on the website?
Type a brief description of the product, such as 'WPI' in the search bar. Press enter.
Alternatively, you may browse through the product categories relating to the product you are searching for.
Product & Stock
Why haven't I received a shipping confirmation email?
- Check your junk mail box
- Make sure PSA is on your Safe Senders List.
If you have double checked these issues, and there is still no shipping confirmation email, please refer to the ‘Delivery’ section of the website.
Can you tell me if you're going to restock an item?
A: Contact us to find out when a product will be back in stock.
Can I send an item to someone as a gift?
You can! Send it to their address and they will receive their parcel from you.
We don't gift wrap though, we're not Buddy the Elf.
Are my details safe when ordering online?
In short, yes.
We have the most up-to-date security protocols installed to ensure your details are as safe as safe can be.
Your payment details (i.e. credit card) are encrypted, so we could not access them even if we wanted to.