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Frequently Asked Questions

ACCOUNTS & ACCESS

We typically require an ABN (Australian Business Number) and that you are reselling products to clients. Wholesale accounts are intended for businesses including health practitioners, health food stores, pharmacies, gyms, and social influencers who are purchasing products for resale purposes, not personal use only. If you do not have an ABN but are clearly reselling products to clients, we may approve your account on a case-by-case basis. For personal consumption only, we recommend shopping at our retail website: www.mygutwellness.com.au

It’s simple! Just fill out our wholesale application form on our website. Once we receive it, our team will review your details and get back to you within 1–2 business days. There is no cost to set up a wholesale account.

Go to the Lost Password page. Enter the email address linked to your account, click Reset Password, and follow the instructions sent to your inbox.
(Check your spam/junk folder if you don’t see the email.)

If you still need help, please contact our support team.

Visit the login page on our website and enter your registered email address and password. If you’ve forgotten your password, use the Lost Password link to reset it.

All prices on the Wellness Wholesale website are displayed in Australian Dollars (AUD).

ORDERING & PAYMENTS

Yes. For standard wholesale orders, the minimum is $350 (excluding freight). Orders need to be placed via our website (make sure you’re logged in). For drop shipping orders, the $350 minimum does not apply, but a $7.50 drop shipping fee will be charged per order.

Drop shipping allows you to:

  • Send products directly to your clients, OR
  • Place orders under the $350 minimum for delivery to yourself

How to place a drop ship order:

  1. On the checkout page, tick the “Drop Ship This Order” box in the top left corner
  2. This removes the $350 minimum order threshold and adds a $7.50 drop shipping fee
  3. Enter the delivery address (yours or your client’s) on the left side – you can also add your client’s address details to your Address Book.
  4. Amend any other options including any Special Delivery Instructions.
  5. Choose your freight option (on the right side on the desktop version)
  6. Add payment details and check out

When we send drop ship orders, we include only the packing slip (not the invoice) with the goods.

We strongly encourage all wholesale customers to place orders directly through the online account system. It’s faster, more accurate, and you can see real-time stock availability.

However, if you need assistance, you can email orders@wellnesswholesale.com.au and our team can help process your order manually. Please note that manual orders may take longer to process.

Payment is required at the time of order. Orders will not be processed or shipped until payment is received.

Yes! During checkout, you can:

  • Add special delivery instructions (e.g., “Please leave at front door if no one is home”)
  • Leave order notes for our team
  • Add a purchase order number if your business requires one

We print special delivery instructions on fluorescent yellow labels attached to your parcel so courier companies can see them clearly.

Yes! You can add multiple addresses to your address book for quick selection during checkout. This is especially useful if you regularly drop ship to the same clients.

SHIPPING & DELIVERY

How to Drop Ship with Wellness Wholesale

Standard (Road) Freight (within Australia): $19.95 per order

  • Delivery time: Allow 1–2 weeks
  • Flat rate regardless of weight (up to $1,350 order value)

Free Freight (within Australia): Orders over $1,350 (excluding freight) qualify for free standard shipping

Courier Express (Within Australia – through Team Global Express):

  • Fastest option: Generally 1-2 business day to metro areas
  • Pricing varies by weight:
    • 1kg bag: $13.95
    • 3kg bag: $18.95
    • 5kg bag: $27.95
  • Requires physical street address (cannot deliver to PO Box)
  • Orders placed before 12pm AWST generally ship same day (subject to availability)

Australia Post Express: Charged at Australia Post’s standard rates, calculated at checkout based on the weight of your order.

Australia Post Standard: Charged at Australia Post’s standard rates, calculated at checkout based on the weight of your order.

International Shipping (outside Australia):

  • International orders are shipped via Australia Post
  • Shipping is charged at Australia Post’s standard international rates
  • Shipping cost is calculated at checkout based on the weight of your order and destination country
  • Delivery times vary by destination and are subject to local postal and customs processes

Delivery times are estimates and may vary due to circumstances beyond our control (weather, transport delays, etc.).

For full details, refer to our Shipping & Returns page.

The easiest way is to add items to your cart and proceed to the checkout page. The system will automatically calculate available shipping options and costs based on your order weight and destination.

Yes. During checkout, you can select from available options:

  • Standard Shipping (we choose the most cost-effective and expedient carrier)
  • Courier Express (Team Global Express)
  • Australia Post Express
  • Australia Post Standard

If you select Standard Shipping, we will choose the best carrier based on cost-effectiveness and delivery speed.

Yes! When your order is placed, you’ll receive an email with your invoice.

Once your order is packed and dispatched, you’ll receive a second email with tracking information.

You can also log into your account, go to My Account > Orders, and click the “Track Shipment” button for shipped orders.

Yes! We can ship international orders via Australia Post to most countries worldwide. After placing your order, you’ll receive an invoice by email. Tracking information will be sent once your order is dispatched.

Important notes:

  • We do NOT currently ship to the USA due to tariff complexities
  • Delivery times and charges may vary due to factors outside our control
  • IMPORTANT: For international drop ship orders, you must upload the retail invoice you’ve provided to your client (customs requirement) at the time you place your order.

Refer to our Shipping & Returns page for full details.

When shipping internationally, customs requires an invoice to be included with the goods.

We cannot include our wholesale invoice (as it shows wholesale pricing), so you must upload the retail invoice you’ve provided to your client. This prevents customs delays.

If the country you need isn’t listed during checkout, please contact us. We can often add countries upon request, or we’ll let you know if there’s a reason it’s excluded (e.g., postal strikes, shipping restrictions). Please note, we do NOT currently ship to the USA due to tariff complexities.

PRODUCT INFORMATION & AVAILABILITY

All retail and wholesale pricing is available on our website. When you are logged in to your wholesale account, the easiest way to view pricing is via the Order Form: https://wellnesswholesale.com.au/order-form/.

On the Order Form:

  • Any price shown with a strike-through (for example, $109.95) is the recommended retail price (RRP).
  • The price displayed next to it without a strike-through (for example, $69.19) is your wholesale price.

Our website stock levels are updated in real-time. If a product is out of stock, you’ll see a “Join Waitlist” button instead of the “Add to Cart” button.

How the Waitlist works:

  1. Click the “Join Waitlist” button
  2. You’ll be automatically added to the waitlist for that product
  3. As soon as stock is added back to the website, you’ll receive an automated email notification
  4. You can then log in and place your order

We highly encourage using this feature – it’s quick, easy, and ensures you’re notified immediately when stock returns.

Most products have a 2-year best before date from manufacture.

Products are generally:

  • Received within 1 month of manufacture
  • Dispatched within 2 months of manufacture
  • Delivered with at least 20 months remaining shelf life

Qenda Ultimate Fibre typically has excellent best before dates due to high turnover. Some other products may have slightly shorter dates depending on batch production schedules.

As per our Terms & Conditions, you must inspect your order immediately upon receipt and check best before dates. If a product has less than 6 months before expiry: Contact us within one week of delivery to arrange a replacement. If contact is made after the one-week timeframe: Replacement will be at our discretion. We supply goods with good best before dates (ideally more than 6 months), but you must check upon delivery and notify us promptly if there is an issue.

RETURNS & PRODUCT ISSUES

When you can return items:

  • Only if products are damaged during shipping or faulty
  • We cannot accept returns for flavour preference or incorrect orders placed by you

Checking your order:

  • Please inspect your package immediately upon arrival
  • Make sure all items are correct, undamaged, and check best before dates

Reporting issues:

  • Let us know immediately if you receive damaged or incorrect items
  • If a product has less than 6 months before expiry, contact us within one week of order delivery to arrange a replacement

Returned Goods Authority (RGA):

  • All returns require an RGA from us
  • Items returned without an RGA may not be accepted

Refunds & credits:

  • Depending on the situation, we may issue a store credit or cash refund

Assessment of returns:

  • Faulty items will be tested; warranties cover manufacturing defects only (not misuse)
  • Items with no fault found will be returned at your expense

Australian Consumer Law:

  • All replacements and refunds follow Australian Consumer Law guidelines

For full details, see our Shipping & Returns page.

Contact us immediately at orders@wellnesswholesale.com.au or call our support line.

Please provide:

  • A photograph of the product showing the issue
  • A photograph of the barcode section showing the best before date and batch code

We will assess the issue and arrange a replacement or refund as appropriate.

QENDA PRODUCT - SPECIFIC POLICIES

Wholesale customers can sell Qenda products:

  • ✅ On your own business website or website you directly manage and control
  • ✅ In-store, in-clinic, or privately to clients
  • ❌ NOT on third-party online marketplaces (Amazon, eBay, etc.) without Qenda’s express written consent
  1. Authorised promotional materials only
  • All product descriptions and images must come from the Resource Library (accessible when logged into your Wellness Wholesale account)
  • For non-standard materials, obtain written approval from info@qenda.com.au
  1. Promote as food products only
  • Qenda products are 100% whole foods
  • You must NOT make therapeutic, medicinal, or health claims
  • No claims about treatment, cure, or prevention of disease/medical conditions
  1. Pricing guidelines
  • Each product has a recommended retail price (RRP)
  • You independently determine your retail prices
  • Recommended bulk discounts: 3-5 units (5%), 6-9 units (10%), 10+ units (15%)
  • We may withhold supply if you engage in loss-leader selling (selling below cost)
  1. Not for public distribution materials
  • Documents marked “NOT FOR PUBLIC DISTRIBUTION” are for internal staff training only
  • Do not reproduce, share with public, publish online, or use as customer-facing materials
  1. Qenda stockist listing
  • Your business may be listed on the Qenda website as an authorised stockist
  • To remove your listing, contact Qenda or Wellness Wholesale in writing

For full policy details, see the Qenda Retailers Policy Statement in your Resource Library.


Note: These policies apply specifically to Qenda products only.

TRAINING & EDUCATION

Yes! Staff training is available by phone or Zoom upon request. Contact our team to arrange a session.

We also provide extensive product resources in the Resource Library section of the website (accessible when logged into your wholesale account), including:

  • Authorised promotional text and images
  • Ingredient articles
  • Product information sheets
  • Usage guidelines

ACCOUNT MANAGEMENT & SUPPORT

Log into your account and go to My Account > Orders.

You can:

  • View all past orders
  • Download invoices
  • Track shipments (for shipped orders)

Yes! Log into your account and go to My Account > Account Details.

You can update:

  • Business name and contact information
  • Billing and shipping addresses (also your client addresses in the Address Book)
  • Email address
  • Password
  • Default preferences (e.g., whether to include protocol sheets and brochures with orders)

You can set your default preference in My Account > Account Details.

You can also change this preference for individual orders during checkout:

  • Yes – Include brochures and protocol sheets
  • No – Do not include them

Drop ship orders automatically exclude invoices but include packing slips. Standard orders over $350 include both packing slip and invoice.

Our friendly wholesale support team is here to help with orders, product questions, and account support.

Phone:

Email:

Operating Hours:
Monday to Friday, 8:30am – 5:00pm (AWST)

ADDITIONAL RESOURCES

For more information, please visit:


Have a question not covered here?

Contact our support team – we’re here to help!
sales@wellnesswholesale.com.au | support@wellnesswholesale.com.au

Main Office: (08) 6288 9248

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