FAQs

DELIVERY FAQs

 

Freight Costs

Orders over $1500 (ex. GST) = FREE FREIGHT
Standard freight of $18.00 + GST applies to all orders under $1500 (ex. GST). 

Additional freight charges may apply for heavy or bulky items. Urgent shipping or split delivery also might incur extra charges. If this applies to your order you will be contacted before your order is processed. 

Delivery    

Most orders begin processing as soon as your online purchase is completed.

Delivery times vary depending on how far away your delivery address is from our warehouse. Sydney, Melbourne, Brisbane metro deliveries should take approximately 2-3 business days to be delivered, after it leaves our warehouse. Country locations, and deliveries to other states will take longer, approximately 3-5 business days after the parcel leaves our warehouse.

We are unable to estimate delivery times for overseas orders.

Please note:

Please keep in mind that occasionally, unforeseen circumstances may occur which could add another day or two to these times. Our warehouse is closed on public holidays in Sydney, Australia. For orders placed on, or the day before one of these dates, delivery time will be extended by 1 - 2 working days. During sale periods, orders may take an extra 2-3 business days to process. 

Can my delivery address be different from my billing address?

Yes, it is possible. During the checkout process you can choose different addresses.

Please note that this option is only valid for addresses within the same country.

 

How do I track my order and delivery status?

Once your order has been dispatched from our warehouse you will receive a shipping confirmation email with the courier's tracking details. 

 

Can you ship outside of Australia?

Sanera can deliver to some overseas locations, all orders not in Australia please contact Customer Service customerservice@sanera.com.au.

 

ACCOUNT FAQs

Why should I sign up for an account?

Do you want to get exclusive access to top products at special prices? News and offers about Sanera? The ability to review past purchases in Order history? If the answer is yes, you should sign up now!

 

What are the account payment terms?

Sanera's default payment terms are 7 days from the date of dispatch for your order. We do offer 30 day account terms. Please contact accounts@sanera.com.au to set up. Select the 'Pay on Account' option at the checkout and we will send an invoice when the order is dispatched. 

Payment can also be made at the time of order via credit card payment at the checkout. 

 

What if I forget my account password?

If you have forgotten your account password, please click on Sign In and then on the “Forgotten password” link and we will email you a new one straight away.

 

Do I need to register in order to buy online?

Yes, registration is required. If you do not want to register online, you can email through your order to customerservice@sanera.com.au. If you plan to make regular purchases through our site then we recommend that you register. This will save you time when re-ordering at the Sanera Store.

 

 

PAYMENT FAQs

What payment methods do you accept?

At Sanera we accept payment via:

Visa, Mastercard, AMEX (surcharges may apply)
Electronic Funds Transfer

 

Can my delivery address be different from my billing address?

 

Yes, it is possible. During the checkout process you can choose different addresses.

Please note that this option is only valid for addresses within the same country.

 

How do I checkout?

Our simple checkout process is designed to help you complete your order and finalise your online shopping visit quickly and easily.

If you have already registered your e-mail address with the Sanera Store, or created an account at our online store before, you can use your e-mail address to login. 

Having an account will give you access to handy features such as the address book and your personal order history.

The first two steps of the checkout ask for your delivery and billing address. If your billing address is the same as your delivery address, simply check the checkbox and the billing address will be filled out automatically.

If you have stored an address during previous checkouts, you can also use the address book to select this address.

Next up is the payment information.

Once you have entered all your data on this page and clicked continue, money will only be transferred from your card once you confirm your order on the next page.

Please note that to ensure the safety of your data, your debit or credit card data will not be stored on our systems.

When you have completed your payment information you will enter a screen with your Sanera Store order overview.

Please check all the information on this page, since this is your last chance to correct it.

After hitting “Confirm Order”, your order will be processed and sent to the warehouse.

From this point on, if you have registered with the Sanera Store, you can track your order in your account.

  

ORDERING FAQ

 

 

Can I change my delivery address or change/cancel my order if it hasn’t been shipped yet?

 

Yes, you can make changes to your order if it has not been shipped. Please contact Customer Service at customerservice@sanera.com.au or on 02 8894 0310 as soon as possible to process any changes.

If your order has been shipped, you will need to process a return if you want to change any items. This may not be available on all items/orders. Please contact Customer Service at customerservice@sanera.com.au or on 02 8894 0310.


 

How do I add / make changes to my shopping bag?

To add a product to your bag, choose the product you want, then select how many you want to buy before clicking the ‘Add to Cart’ button.

To make changes to your shopping bag, click the ‘Checkout’ icon at the top of the page. Now you can adjust the quantity of any item in your bag, or completely remove items.

When you’ve finished making changes, click the ‘Continue Shopping’ button to return to the Merchandise store.

 

Can I exchange a product?

Unfortunately we are unable to exchange products. If you wish to exchange a product, you will need to return your purchase for refund and place a new order. It is only possible to get a refund on returns when the return is in line with our return policy.

 

Can I place an order over the phone?

Yes, feel free to call our online shop Customer Service Team 02 8894 0310, and let the advisor know what products you are interested in purchasing. They can then talk you through the process of placing your orders.

 

How do I checkout?

Our simple checkout process is designed to help you complete your order and finalise your online shopping visit quickly and easily.

If you have already registered your e-mail address with the Sanera Merchandise Store, or created an account at our online store before, you can use your e-mail address to login. Otherwise, you can check out as a guest or create an account.

Having an account will give you access to handy features such as the address book and your personal order history.

The first two steps of the checkout ask for your delivery and billing address. If your billing address is the same as your delivery address, simply check the checkbox and the billing address will be filled out automatically.

If you have stored an address during previous checkouts, you can also use the address book to select this address.

Next up is the payment information.

Once you have entered all your data on this page and clicked continue, money will only be transferred from your card once you confirm your order on the next page.

Please note that to ensure the safety of your data, your debit or credit card data will not be stored on our systems.

When you have completed your payment information you will enter a screen with your Sanera Store order overview.

Please check all the information on this page, since this is your last chance to correct it.

After hitting “Confirm Order”, your order will be processed and sent to the warehouse.

From this point on, if you have registered with the Sanera Merchandise Store, you can track your order in your account.

 

What kind of emails will I receive about my order?

After you have placed your order at the Sanera Merchandise Store, you will receive the following E-mail messages:

Order received:    

You should receive this confirmation within minutes after placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, you will be contacted by our Customer Service representatives.

Order shipped:    

This means that your order has been shipped from our warehouse and it is on the way to you. This email will be sent out just after your parcel has left our warehouse.

Order invoice:    

Once your order has been shipped you will receive an invoice for your order.

Order returned:    

Your returned order was received at our warehouse. Your refund will be initiated, following any necessary inspections.

 

What should I do if I receive the wrong product or order?

If you have received an incorrect product, we recommend you contact our Customer Service advisors at customerservice@sanera.com.au or call 02 8894 0310 and let the representative know the details of your order and they will then assist you further. They are available Monday through Friday from 8am to 5pm. (AEST)

 

What do I do if my question isn’t covered here?

If you cannot find the answer to your question here, we recommend you to call our store Customer Service Team customerservice@sanera.com.au or call 02 8894 0310 and let the advisor know the details of your order and / or about your open question.

Our store Customer Service Team is available Monday through Friday from 8a.m. to 5p.m. (AEST) and are happy to assist you.