FAQ'S
Welcome to our FAQ section! We understand that you may have some questions, and we're here to help. Before reaching out to us directly, we encourage you to take a look at the frequently asked questions below. You may find that your question has already been answered.
General Questions
The Outback Apothecary is a health and wellness store located in Roma, Queensland, Australia, dedicated to providing authentic, quality health solutions across the country. Founded in 2022, it has quickly established itself as a trusted resource for natural health enthusiasts nationwide. The store is the vision of Janelle Burns, a seasoned naturopath, remedial massage therapist, and metabolic balance practitioner with over two decades of experience in natural health. The Outback Apothecary offers a range of holistic services, including naturopathic consultations (both in-person and online), remedial massage, and Normatec compression treatments, alongside hosting visiting experts to provide a diverse range of wellness services. With a commitment to connecting communities from the bush to the beach, The Outback Apothecary aims to make wellness accessible to all Australians, emphasising the delivery of Outback quality to every corner of the country.
To begin, please click on the icon at the top right corner of our homepage. This will direct you to a page where you can sign up. At the bottom, you'll find a message saying "New customer? Sign up for an account." Simply follow the prompts from there to complete your registration.
We're all about making your shopping experience as smooth as possible. We accept a variety of payment methods including credit/debit cards (Visa, MasterCard, American Express), PayPal. Choose the one that works best for you and start shopping!
Looking for something specific? Use our search bar at the top of our website for quick results. For a more exploratory experience, our well-structured menu divides all our products into collections, making it easy for you to browse through our range. Happy shopping!
Order and Payment
Ordering with us is a breeze.
Just follow these steps:
- Browse our collection and select the product(s) you wish to purchase.
- Add your chosen items to the cart by clicking the "Add to Cart" button.
- Once you're ready to complete your purchase, click on the cart icon and select "Checkout."
- Fill in your shipping details, choose your preferred payment method, and confirm your order.
We'll take care of the rest, ensuring your order reaches you as soon as possible.
Keeping an eye on your purchase is easy. Once your order is dispatched, we'll send you a confirmation email with a tracking number. Use this number on our courier's website to see real-time updates on your order's journey to you. If you have any questions, our customer service team is here to help.
To apply a promo code or gift card to your purchase, simply follow these steps:
- Add your selected items to the cart and proceed to checkout.
- On the checkout page, you'll see a field labeled "Promo Code" or "Gift Card."
- Enter your code in the field and click "Apply" to see your new total.
It's that easy! If you encounter any issues, our customer service team is ready to assist.
Shipping and Delivery
Australia wide with a flat rate of $15 for standard shipping. Local pick up is also available for free from our store at Shop 4/104 McDowall Street, Roma Q 4455.
We understand how eager you are to receive your order. For deliveries within Australia, we partner with Australia Post. Here's what you can expect for delivery times:
- Standard Shipping: Typically arrives within 2-7 business days, depending on your location.
Please note, these times are estimates and can vary based on your exact location and Australia Post's current workload. Once your order ships, you'll receive a tracking number to monitor its progress.
We're committed to getting your order out the door as quickly as possible. Here's what to expect after placing your order:
- Processing Time: We typically process orders within 1-2 business days. This includes preparing your items, performing a final quality check, and packaging.
- Handling Time: Once processed, your order is handed over to Australia Post for delivery. You'll receive a confirmation email with a tracking number so you can see exactly when it's on its way.
Please note, these times may vary during peak periods or due to unforeseen circumstances. We appreciate your patience and are here to assist if you have any questions.
Returns & Exchanges
Return Policy
Duration: You have 30 days from the date of purchase to initiate a return. Unfortunately, we can't accept returns or exchanges beyond this period.
Condition for Return: Items must be unused, in the same condition you received them, and in the original packaging to be eligible for a return.
Exceptions: We do not accept returns for perishable goods, intimate or sanitary items, gift cards, and certain health and personal care products.
Non-Returnable Items:
- Gift cards
- Certain health and personal care items
Proof of Purchase: A receipt or proof of purchase is required to complete your return.
Sending Items Back: Please avoid sending your purchase back to the manufacturer. Instead, return it to us directly at our store address.
Refunds: If your return is approved after inspection, we'll notify you and process your refund. The refund will be applied to your original method of payment within a certain number of days.
Late or Missing Refunds: If you haven't received a refund yet, recheck your bank account, contact your credit card company, and then your bank. If you've done all this and still have not received your refund, please contact us at info@outbackapothecary.com.au.
Sale Items: Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
Exchanges: We replace items if they are defective or damaged. For exchanges, email us at info@outbackapothecary.com.au and send your item to our store address.
Gifts: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. If the item wasn’t marked as a gift, the refund will go to the gift giver.
Return Shipping: You are responsible for your own shipping costs when returning an item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Shipping Insurance: For items valued over $75, consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Requesting a Return or Exchange
If you need to return or exchange an item, please follow these steps:
- Contact Us: Email us at info@outbackapothecary.com.au within 30 days of your purchase. Include your order number and the reason for the return or exchange.
- Approval: Wait for our response. We will review your request and, if approved, provide instructions on how to proceed.
- Prepare Your Item: Ensure the item is in its original condition, unused, and in the original packaging. Attach any labels or documentation as instructed.
- Send It Back: Return the item to us at Shop 4/104 Mcdowall St, ROMA QLD 4455, Australia. We recommend using a trackable shipping service for items over $75.
- Receive Your Refund or Exchange: Once we receive and inspect your return, we'll process your refund or exchange. For refunds, a credit will automatically be applied to your original method of payment. For exchanges, your new item will be dispatched as soon as possible.
Please note, return shipping costs are the responsibility of the customer and are non-refundable. If you're exchanging an item, the time it takes for your exchanged product to reach you may vary depending on your location.
Refund Process
If you're looking to receive a refund for your purchase, please follow these steps:
- Initiate Your Request: Contact us at info@outbackapothecary.com.au to start the refund process. Include your order number and the reason for requesting a refund.
- Approval: We'll review your request and, if it meets our return policy criteria, approve it for further processing.
- Return the Item: Send the item back to us at Shop 4/104 Mcdowall St, ROMA QLD 4455, Australia, ensuring it's in its original condition, unused, and with its original packaging. Remember, return shipping costs are your responsibility and are non-refundable.
- Inspection: Upon receiving your return, we'll inspect the item to confirm it meets our return criteria.
- Processing the Refund: Once your return is approved, we'll process your refund. The credit will be applied to your original method of payment within a certain number of days. You'll be notified via email once your refund has been issued.
Please Note:
- Refunds may take some time to be reflected in your account. If you haven't received your refund after checking your bank account, contact your credit card company and then your bank for further information.
- Sale items are not eligible for refunds. Only regular priced items can be refunded.
Products & Stock
Our Commitment to Quality and Sourcing
At The Outback Apothecary, our mission is to bring you the finest health and wellness products, sourced with integrity and care. We understand the importance of quality and trust in our products, which is why we go to great lengths to ensure they meet the highest standards.
Sourcing Philosophy: We partner with reputable suppliers and artisans both locally in Australia and globally, prioritising sustainable and ethical practices. Our aim is to support communities and environments by choosing products that are not only beneficial to our customers but also respectful of the planet.
Quality Assurance: Each product is rigorously tested and vetted to ensure it meets our strict quality criteria. This includes verifying the source of ingredients, ensuring ethical production practices, and confirming the efficacy of health benefits. We believe in transparency and are committed to providing our customers with all the information they need to make informed choices.
Local and Global Products: While we are deeply rooted in the Australian outback, our product range reflects a harmony of local treasures and global discoveries. From indigenous herbs to international wellness innovations, our selection is curated to bring the best of the world right to your doorstep.
Customer Feedback: Your health and satisfaction are at the core of what we do. We continuously listen to our community's feedback and adjust our product range to meet your needs and preferences.
Back-in-Stock Notifications
Did you spot a "Sold Out" on your favourite product? Just below the "Sold Out" button, you'll see "Email Me When Available." Here’s how to use it:
- Click the Text: Simply click on "Email Me When Available" right under the "Sold Out" status.
- Enter Your Email: You'll be prompted to provide your email address. Fill it in to sign up for notifications.
- Receive Notification: As soon as the product is back in stock, we'll shoot you an email to let you know it's ready for purchase.
- Shop Quickly: Due to high demand, items can sell out fast. So, once you get the email, be sure to visit our site promptly to secure your product.
Never miss out on your must-have items again with our handy back-in-stock alerts.
Using Wish Lists Without an Account
Discovering items you love but not ready to purchase just yet? Our wish list feature lets you save your favourites effortlessly, no login required. Here's how:
- Find Your Favourites: Browse our collection and select the products you're interested in.
- Save to Wish List: Click on the "Add to Wish List" button or icon next to the product. This action saves your item without needing to sign in or create an account.
- Access Your Wish List: You can view your wish list anytime during your browsing session by clicking on the "Wish List" icon or link.
- Making Purchases: When you're ready to buy, simply go to your wish list, review your saved items, and add them to your cart for checkout.
Enjoy curating your own collection of must-haves with our user-friendly wish list feature, designed for convenience and ease.
Account Management
Keeping your account details up-to-date is easy. Simply log into your account, navigate to the 'Account Details' section, and there you can change your information such as email address, shipping address, or password. Remember to save your changes before exiting. If you encounter any issues, our customer service team is ready to assist.
If you've forgotten your password, no worries. Just click on the "Forgot Password?" link on the login page. Enter your email address, and we'll send you a link to create a new password. Follow the instructions, and you'll be back in your account in no time. If you need further assistance, our customer service team is here to help.
To view your past purchases, simply log into your account and navigate to the "Order History" section. Here, you'll find a detailed list of all your orders, including dates, amounts, and statuses. It's a great way to keep track of your purchases or revisit past favorites. If you have any questions about your order history, feel free to reach out to our customer service team for assistance.
Eco-Friendly Initiatives
Our Commitment to Sustainable Products
At The Outback Apothecary, sustainability is at the heart of everything we do. We're dedicated to offering products that not only benefit you but also have a positive impact on our planet. Here’s what makes our products sustainable:
Eco-friendly Materials: We prioritise products made from renewable, biodegradable, and recycled materials. This approach reduces environmental impact and supports a healthier planet.
Ethical Sourcing: Our products are sourced from suppliers who practise ethical production methods. This includes fair labour practices and minimal environmental disturbance, ensuring that our offerings are kind to the earth and its inhabitants.
Reducing Carbon Footprint: From packaging to transportation, we constantly seek ways to minimise our carbon footprint. Whether it’s using recycled packaging or partnering with eco-conscious couriers, every step matters.
Supporting Local: By choosing products from local artisans and producers, we not only reduce transportation emissions but also support the local economy and community sustainability.
Transparency: We believe in being open about our sustainability journey. This means sharing the story behind our products, including the sustainable practices of our suppliers and the environmental benefits of each item.
Join us in making a difference with every purchase. Together, we can contribute to a more sustainable future.
We reuse any packaging we receive to then pack your order.
Why? Because Mother Nature asked us to.
Do we have pretty looking branded boxes?
No, because reducing waste is way more important to us than packing boxes with our logo on it.
We repurpose much of the cardboard we receive by shredding and placing into compost and on gardens for mulch, making other items, giving to the community to repurpose for something useful.
