Whey Pro by Primabolics

About This Policy

This Shipping and Delivery Policy is issued by East Coast Supplements Regional Pty Ltd, ABN 91 650 616 096, trading as ECS Supplements & Apparel.

References in this policy to “ECS Supplements & Apparel”, “ECS”, “we”, “us” or “our” mean East Coast Supplements Regional Pty Ltd.

This policy applies to orders placed through eastcoastsupplements.com.au.

Australian Standard Shipping

We offer the following standard shipping rates within Australia:

• Free standard shipping on eligible orders over $150.

• $10 flat-rate standard shipping on eligible orders of $150 or less.

The qualifying order value is calculated after discounts, promotional codes, store credits and other reductions have been applied, and before shipping charges are added.

An order with a final product value of exactly $150 does not qualify for free shipping. The final product value must be greater than $150.

Gift card purchases do not count towards the minimum order value required for free shipping.

Free and flat-rate shipping may not apply to:

• Remote or difficult-to-service locations.

• Bulky or oversized products.

• Commercial or unusually large orders.

• Orders requiring multiple oversized parcels.

• Deliveries requiring specialised freight.

• Locations subject to additional carrier surcharges.

Where an additional shipping charge applies, we will contact you before dispatching the order and provide a secure payment link.

You may choose to:

• Pay the additional shipping charge.

• Remove or change products in the order.

• Agree to an alternative delivery method.

• Cancel the affected order and receive a full refund.

We will not charge an additional amount without your approval.

Dispatch Times

Orders are generally processed and dispatched within 1 to 2 business days after payment has been successfully received.

Orders placed on weekends or public holidays will generally begin processing on the next business day.

Dispatch may take longer during:

• Sales and promotional periods.

• Public holidays.

• Major product launches.

• Periods of unusually high order volume.

• Stocktakes.

• Circumstances outside our reasonable control.

Dispatch timeframes are estimates only and are not guaranteed.

Delivery Times

Estimated delivery times depend on:

• Your delivery location.

• The carrier used.

• The shipping service selected.

• Public holidays and weekends.

• Weather and transport conditions.

• Carrier network delays.

• Other circumstances outside our reasonable control.

Standard Australian deliveries commonly arrive within approximately 2 to 7 business days after dispatch.

Deliveries to regional, rural and remote areas may take longer.

Any delivery timeframe displayed at checkout, provided by us or provided by a carrier is an estimate only.

Express Shipping

Express shipping may be offered at checkout for eligible orders and delivery locations.

Express shipping refers to the carrier service selected and does not guarantee same-day dispatch.

Normal order processing and dispatch times still apply.

Express delivery timeframes are estimates and may be affected by:

• The delivery postcode.

• Carrier network availability.

• Weekends and public holidays.

• Weather events.

• Transport disruptions.

• Other circumstances outside our control.

Order Tracking

Where tracking is available, you will receive tracking information by email or SMS after your order has been dispatched.

Tracking information may take some time to become active after the parcel has been collected or lodged with the carrier.

You are responsible for monitoring tracking updates and following any instructions issued by the carrier.

Please check your junk or spam folder if you have not received your dispatch confirmation.

Delivery Address

You are responsible for providing a complete and accurate delivery address when placing your order.

Before completing checkout, please check:

• The recipient’s full name.

• The street address.

• Any apartment, unit, shop or building number.

• The suburb.

• The state or territory.

• The postcode.

• Your email address.

• Your telephone number.

We cannot guarantee that an address can be changed after an order has been placed.

Please contact us as soon as possible if you notice an error.

Once an order has been processed, packed, dispatched or transferred to the carrier, we may be unable to change or redirect it.

Incorrect or Incomplete Addresses

If an order is delayed, returned or delivered incorrectly because an inaccurate or incomplete address was provided, you may be responsible for:

• Redelivery charges.

• Address-correction charges.

• Return-to-sender charges.

• Additional carrier fees.

• The cost of sending the order again.

Any applicable additional charges must be paid before the order is resent.

If a returned order is refunded rather than resent, reasonable original shipping and return-to-sender costs may be deducted from the refund where permitted by law.

This does not apply where the addressing error was caused by ECS Supplements & Apparel or the delivery provider.

Authority to Leave

Our carriers may deliver parcels without obtaining a signature, including by leaving the parcel in a location they consider safe.

By placing an order, you acknowledge that a parcel may be left unattended at the delivery address unless:

• A signature service has been selected and confirmed.

• The carrier requires a signature.

• The carrier determines there is no suitable safe location.

• Another delivery arrangement has been agreed.

Where possible, consider using a delivery address where someone will be available during normal delivery hours.

Delivery instructions provided at checkout are requests only. We cannot guarantee that the carrier will follow them.

Safe-Drop Deliveries

Where tracking confirms that a parcel was delivered or left in a safe location, please first:

• Check around the delivery property.

• Check entrances, porches, side gates and sheltered areas.

• Ask other occupants of the address.

• Check with neighbours where appropriate.

• Review any delivery photo or carrier notification.

• Contact the delivery provider.

Please contact us promptly if the parcel still cannot be located.

We will provide reasonable assistance with a carrier enquiry. Carrier investigations and outcomes are controlled by the delivery provider.

Nothing in this section limits any rights you may have under the Australian Consumer Law.

Unattended and Accessible Locations

You should consider the security and suitability of your nominated delivery address.

We recommend avoiding an unattended address where parcels may be exposed to:

• Theft.

• Heat.

• Rain.

• Direct sunlight.

• Animals.

• Other environmental damage.

This is particularly important for supplements, food, drinks and other products that may be affected by heat or moisture.

Parcel Lockers and PO Boxes

Delivery to parcel lockers, post offices and PO boxes depends on the carrier and shipping service used.

Some courier services cannot deliver to these addresses.

Where possible, please provide a residential or business street address.

If the selected carrier cannot deliver to the address provided, we may contact you to request an alternative address.

Remote, Bulky or Unusual Orders

Free and flat-rate shipping may not apply to:

• Remote or difficult-to-service delivery locations.

• Bulky or oversized products.

• Commercial or unusually large quantities.

• Orders requiring multiple oversized parcels.

• Orders requiring pallet delivery or specialised freight.

• Locations subject to carrier surcharges.

Where possible, any applicable shipping cost will be displayed at checkout.

Where an accurate shipping amount cannot be calculated automatically, we may review the order after it has been placed.

If an additional shipping charge applies, we will contact you before dispatch and provide a secure payment link.

You may choose to:

• Pay the additional shipping charge.

• Remove or change products in the order.

• Agree to an alternative delivery method.

• Cancel the affected order and receive a full refund.

We will not dispatch the affected order until the shipping arrangements have been accepted and any additional charge has been paid.

Split Shipments

We may dispatch an order in more than one parcel where:

• Products are stored at different locations.

• Products become available at different times.

• The order is too large for one parcel.

• Separate dispatch is operationally necessary.

You will not normally be charged additional shipping because ECS Supplements & Apparel chooses to split an eligible order.

Separate parcels may arrive on different days and may have different tracking numbers.

Product Availability

All orders are subject to product availability.

If a product becomes unavailable after you place your order, we may:

• Contact you to arrange an alternative product.

• Dispatch the available products separately.

• Provide store credit where agreed.

• Refund the unavailable product.

• Cancel and refund the affected order where necessary.

We will contact you using the details provided with your order where a decision is required.

Delivery Delays

ECS Supplements & Apparel is not responsible for delivery delays caused by circumstances outside our reasonable control, including:

• Carrier delays.

• Severe weather.

• Floods, fires or natural disasters.

• Road or transport interruptions.

• Industrial action.

• Public holidays.

• Security incidents.

• Incorrect delivery information provided by the customer.

• Unusually high parcel volumes.

• Other events affecting delivery networks.

We will provide reasonable assistance where an order is significantly delayed, but we cannot guarantee a carrier’s delivery date.

Lost Parcels

If tracking has not updated for an unusual period or your parcel appears to be lost, please contact us at:

info@eastcoastsupplements.com.au

Please include:

• Your full name.

• Your order number.

• Your delivery address.

• Any relevant tracking information.

We may need to lodge an enquiry or investigation with the delivery provider before confirming the appropriate outcome.

Carrier investigations may take several business days and are subject to the carrier’s processes.

Nothing in this section limits your rights under the Australian Consumer Law.

Damaged Deliveries

Please inspect your order as soon as reasonably possible after delivery.

If your parcel or products arrive damaged, please contact us promptly and provide:

• Your full name.

• Your order number.

• Photos of the damaged product.

• Photos of the external packaging.

• A photo of the shipping label.

• A description of the damage.

Please retain the product and all packaging until we have assessed the issue.

For information about remedies and return postage, please refer to our Returns, Refunds & Exchanges Policy.

Delivery Refusal and Uncollected Parcels

If a parcel is refused, not collected or returned to us after the carrier makes reasonable delivery attempts, you may be responsible for:

• Return-to-sender charges.

• Redelivery charges.

• The cost of sending the order again.

• Other reasonable carrier costs.

Any applicable charges must be paid before the order is resent.

If the order is refunded instead, reasonable original shipping and return-to-sender charges may be deducted from the refund where permitted by law.

This does not apply where the parcel was returned because of an error made by ECS Supplements & Apparel or the delivery provider.

Changing or Cancelling an Order

Please contact us as soon as possible if you need to change or cancel an order.

We cannot guarantee that a request can be completed once an order has:

• Entered processing.

• Been packed.

• Been transferred to a delivery provider.

• Been dispatched.

If the order has already been dispatched, it may need to be handled as a return under our Returns, Refunds & Exchanges Policy.

Click and Collect

Where click and collect is available, the collection location and any applicable instructions will be displayed at checkout or confirmed after the order is placed.

Please wait until you receive confirmation that your order is ready before attending the collection location.

You may be required to provide:

• Your order confirmation.

• Photo identification.

• The name of the person who placed the order.

If another person will collect the order on your behalf, please contact us beforehand where possible.

Click-and-collect orders that are not collected within a reasonable period may be cancelled, returned to stock or otherwise handled in accordance with our Returns, Refunds & Exchanges Policy.

International Shipping

International shipping availability, services and prices are shown at checkout where available.

International customers are responsible for checking whether the products ordered can lawfully be imported into the destination country.

International orders may be subject to:

• Customs inspections.

• Import restrictions.

• Duties.

• Taxes.

• Brokerage fees.

• Government charges.

• Carrier charges.

Unless expressly included at checkout, these charges are the customer’s responsibility and are not collected by ECS Supplements & Apparel.

International delivery estimates do not include customs processing delays.

We are not responsible where a product is delayed, refused, seized or destroyed by a destination-country authority because it cannot lawfully be imported.

Any refund or reshipment will be considered subject to applicable law and the circumstances of the order.

Promotions and Free-Shipping Offers

From time to time, we may offer promotional shipping rates or free-shipping offers.

Unless otherwise stated:

• The offer applies only during the advertised promotional period.

• The order must satisfy the stated minimum spend after discounts.

• Gift card purchases do not count towards the minimum spend.

• The offer cannot be exchanged for cash.

• The offer may exclude remote, bulky, oversized or specialised deliveries.

• The offer may be subject to additional terms disclosed with the promotion.

Returns and Return Postage

Shipping charges associated with returns depend on the reason for the return.

For faulty, damaged, incorrect or misdescribed products, ECS Supplements & Apparel will cover reasonable return postage where required under the Australian Consumer Law.

For change-of-mind returns and exchanges, the customer is responsible for return postage and any applicable replacement delivery charge.

Please refer to our Returns, Refunds & Exchanges Policy for full details.

Australian Consumer Law

Nothing in this Shipping and Delivery Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified under the Australian Consumer Law.

Contact Us

For shipping and delivery enquiries, contact:

East Coast Supplements Regional Pty Ltd
Trading as ECS Supplements & Apparel
ABN 91 650 616 096

Email: info@eastcoastsupplements.com.au
Phone: 0401 680 744

Postal address:

ECS Supplements & Apparel
Shop 122, Orana Mall
56 Windsor Parade
Dubbo NSW 2830
Australia

Last updated: 30 July 2026