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Frequently Asked Questions
Products
Q: The product I want is not listed on your site!
A: Just email us at CustomerService@lowcarbzone.com.au and we'll do our best to find it for you.
Q: Do you have a catalogue of all of your products?
A: All of the products available and their nutritional information are listed on our Internet site. There is no catalogue.
Q: What does the "Best By" date mean?
A: The "Best By" date is not the same as the Australian "Use By" date. Low Carb Zone sources a number of products from the United States. These products are marked with a "Best By" date. The USDA states that "Best By' dates are intended to tell you how long the product will retain its best flavour or quality. It is NOT a safety date. Foods may be eaten after the "Best By" date if they have been properly stored and handled. Please refer to the "Is this Food Still Good?" Fact Sheet and the US Food Safety and Inspection Service information at http://www.fsis.usda.gov/Fact_Sheets/Food_Product_Dating/index.asp. Low Carb Zone stores its products in a climate controlled environment.
Q: A product I have previously ordered has disappeared, what does this mean?
A: Low Carb Zone sources a number of products from different suppliers. Low Carb Zone aims to ensure continuity of all product lines. Occasionally, however, we are unable source some products due to lack of supply. As soon as the product becomes available again, Low Carb Zone will ensure that it is available on the website.
Unfortunately, some flavours of the Atkins Advantage Bars have now been discontinued in Australia and are no longer available while other new flavours are being introduced. Low Carb Zone strives to provide customers with the most comprehensive range of low carb food products, and as such we are always introducing new flavours and products as they become available.
Q: What happens if a product I have ordered is out of stock?
A: Low Carb Zone maintains an online catalogue of products available and frequently stocktakes to ensure that products that are out of stock are displayed as such. Occassionally, we may find that we are out of stock after a customer has placed an order. When we are unable to provide a specific product, we will contact you via email. We may offer replacement/alternative products, holding your order until stock arrives, or providing you with a refund onto your credit card.
Delivery
Q: How much does it cost for delivery?
A: We have a flat rate of $12.00 (inlcuding GST) for deliveries throughout Australia. If you would prefer the security of Receipted Delivery, we also have a flat rate of $14.00 (including GST) for receipted deliveries throughout Australia. Low Carb Zone Pty Ltd offers Receipted Deliveries as an option on all orders and recommends that customers use this option. Failure to request this option absolves Low Carb Zone Pty Ltd of all responsibility for items lost or damaged while in the care of Australia Post.
Q: How long does it take for my order to be delivered?
A: All orders are despatched on the same or next day from when an order is received. Should there be any delay with your order, Low Carb Zone will contact you via email. Low Carb Zone Pty Ltd relies on Australia Post to deliver products to you. Therefore delivery times are reliant upon normal Australia Post delivery times (normally 3 - 5 working days).
Q: What happens if I am not at home when my order is delivered?
A: Low Carb Zone Pty Ltd relies on Australia Post to deliver products to you. We recommend that you supply a delivery address from which you are available during normal business hours (e.g. your work address if necessary). Australia Post will leave a card so you can pick up your delivery from your closest post office, if you are not at the specified delivery address to receive the parcel.
Q: How can I change the delivery details on my order?
A: If you need to change the delivery details on your order, please email us at CustomerService@lowcarbzone.com.au with any changes. We are unable to change delivery details once your order has been dispatched.
Q: Can I order from overseas?
A: Low Carb Zone Pty Ltd offers a user pays service for international orders. Due to the distances involved in posting goods from Australia postage costs can be prohibitive. We suggest that you check the following Australia Post link to calculate the approximate postage costs. If you are interested in this service, please Contact Us.
Q: Can I pick up my stock from a retail location?
A: Part of the reason that Low Carb Zone Pty Ltd can keep its prices low is that we are an Internet-based retailer and do not have any shop front locations.
Q: What do I do if my parcel has not turned up?
A: Firstly check your email. All communication from Low Carb Zone to customers is conducted via email. If there has been a delay in getting your order to you or if the products that you have ordered are not available, we will send you an email requesting advice from you. Next, check with the local post office in the area that you requested the parcel be sent to. If a delivery is attempted and no-one is home the parcel is returned to the local post office for pick up. Finally, if your parcel has still not arrived, contact us and we will try and find out what has happened to your parcel. NOTE: If you have not paid for Receipted Delivery, there is no way that Low Carb Zone Pty Ltd can trace your parcel. Failure to request this option absolves Low Carb Zone Pty Ltd of all responsibility for items lost or damaged while in the care of Australia Post.
Refund
Q: How do I obtain a refund?
A: Orders received incorrectly through the fault of Low Carb Zone Pty Ltd, will be replaced at no charge to the customer. If it is our error we will pay the postage.
Products ordered incorrectly by the customer, can be refunded if Low Carb Zone Pty Ltd is informed within 7 days of dispatch, the expiry date of the product/s has not expired and remain unopened on return. Postage costs will be incurred by the customer and a 10% administration charge will apply.
Please ensure that returns are packed appropriately.
Payment
Q: Which credit cards are accepted by Low Carb Zone Pty Ltd?
A: We accept most credit cards, including Visa, Mastercard and Bankcard. We do not pass any credit card fees onto our customer. Unfortunately, we do not accept American Express and Diners cards due to the higher processing fees.
To ensure your security and privacy when making payments, we use NetRegistry and the St.George Bank to provide an integrated payment gateway. All credit card and payment details are encrypted and processed directly and securely via the St.George Bank Internet Payment Gateway. St.George Bank places a high priority on security.
We do not store any of your credit card details. You will need to provide your credit card details for each order you submit via the web site, we do this to protect your security.
Q: How can I order if I don't have a credit card?
A: If you do not have a credit card, you can arrange to pay for your order by direct deposit into our bank account. Please contact us if you would like to use this facility. Note: Your order is not accepted after five business days if no payment has been made. Direct deposit payments do not guarantee that all the items you have order will be available as a credit card order may be made between the time you place your order and the time a direct deposit payment is made. This occurs because credit card payments automatically reduce the stock numbers on our system and direct deposit orders don't.
Q: How can I order by phone or fax?
A: If you are not comfortable ordering via the Internet, you can print out the Fax Order Form and fax your order to us at (07) 3272 4788. Unfortunately, we do not accept phone orders.
Membership
Q: I've forgotten my membership password! What should I do?
A: Visit the Contact Us page, provide us with your email address and we'll email your password to you.
Q: Can I edit my membership details?
A: After you have logged on as a member, you will see "Change Address Details." Clicking this link will take you to pages that will allow you to edit your details.
Privacy and Security
Q: How can I be sure that my personal information is protected?
A: We will ensure that your privacy is protected. Our Privacy Policy is available for you to review online in our Information section.
Q: How can I be sure that my credit card details are secure?
A: To ensure your security and privacy when making payments, we use NetRegistry and the St.George Bank to provide an integrated payment gateway. All credit card and payment details are encrypted and processed directly and securely via the St.George Bank Internet Payment Gateway. In addition, we utilise SSL technology to ensure the security of your information within our Internet site.
Mailing List
Q: Do you have a mailing list, How do I join?
A: Low Carb Zone has a mailing list which allows customers to join and find out information on new products, specials on products and other interesting information. If you would like to join the mailing list, please use the mailing list link to enter your details. The information you enter is not used for any other purpose and Low Carb Zone does not sell customer information.
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