Frequently Asked Questions
Which is better powder or capsules?
Both powder and capsules are the same. We use veggie capsules which are easy to break down and absorb by the body.
You can choose which product is more convenient for you to use.
What’s the recommended dosage?
Recommended dosages are available on each product page and on the product packaging.
Please follow these guidelines or consult a healthcare professional for personalized advice.
Can children take your products?
Our products are made from whole foods and are generally safe.
However, consult a healthcare professional before giving them to children, especially if they have specific health conditions or dietary needs.
Ordering & Payments
How secure is your website? Is my data protected?
Our website is powered by Shopify, a trusted and secure e-commerce platform. Shopify uses industry-leading technology to ensure your data is protected, including:
- HTTPS Encryption: Your personal and payment details are securely transmitted using SSL (Secure Sockets Layer) encryption.
- PCI Compliance: Shopify is Level 1 PCI DSS compliant, ensuring the highest level of security for payment processing.
- No Credit Card Storage: We do not store your credit card details on our servers.
You can shop with confidence knowing your information is safe with us. If you have any concerns, feel free to reach out!
I’m having trouble placing my order...
No Worries! Here are some options for your to complete your order:
- You can fill out the message form with your delivery info and what you would like to order, and we will create a manual order for you.
- We can help you over the phone if you prefer! Please call us or leave a voice message if we didn’t pick up the phone.
Alternatively, you can try to checkout with a different browser/device.
Do you offer wholesale pricing?
Yes, we offer wholesale pricing for orders over 30 units or exceeding $600, please contact us directly for wholesale pricing.
Delivery
How long will delivery take?
We ship orders daily from QLD (except public holidays and weekends) via Australia Post. Orders placed before 11 am are usually dispatched the same day!
Delivery to most capital cities takes 3-5 business days, while rural locations may take a bit longer. For accurate delivery times based on your location, please visit the Australia Post website.
Do you ship outside Australia?
Yes, we do! Shipping costs vary depending on the item's weight and your location.
- FREE shipping to New Zealand for orders over $100 AUD.
Subscription Management
What is a subscription plan?
A subscription plan is a hassle-free way to have your favourite products delivered automatically at a schedule that suits you—monthly or bi-monthly. With our subscription plan, you’ll enjoy:
- Convenience: No need to reorder; we’ll handle it for you.
- Savings: Save up to 20% on every order—forever!
- Flexibility: Skip, cancel, or modify your subscription anytime with no commitments.
It’s the easiest way to stay stocked up on the products you love while saving time and money. Refer to our About Subscription page for more details.
How do I manage my subscription?
To manage your subscription:
- Log in to your account on our website.
- Navigate to the "Manage Subscriptions" section.
- Here, you can view and modify your subscription details, including changing the product, adjusting the delivery frequency, or updating payment information.
If you need assistance, feel free to contact us—we’re here to help!
How do I cancel my subscription?
You can cancel your subscription anytime:
- Log in to your account.
- Go to the "Manage Subscriptions" section.
- Select the subscription you wish to cancel and click "Cancel Subscription."
- No further orders will be processed after cancellation.
Can I skip a shipment?
Yes, to skip a shipment:
- Log in to your account.
- Navigate to "Manage Subscriptions."
- Select the subscription and choose the "Skip Order" option.
- This will skip the upcoming shipment, and regular deliveries will resume thereafter.
Empathy Rewards
What is the Empathy Rewards program?
The Empathy Rewards program is our way of saying thank you for choosing Empathy Herbal! As a member, you can earn points on every purchase, review, and more.
These points can be redeemed for discounts on future orders, helping you save while staying healthy. Plus, as you spend, you can unlock exclusive VIP bonuses for even bigger rewards!
→ Refer to our Empathy Rewards page for more details.
How do I earn Empathy Reward points?
Earning points is simple and rewarding! Here’s how you can start collecting points:
- Shop with Us – Earn points for every dollar you spend on your favourite products.
- Leave a Product Review – Share your experience and receive points as a thank you.
- Follow Us on Social Media – Stay connected and score extra points.
- Celebrate Your Birthday – Enjoy bonus points as our gift to you!
Plus, keep an eye out for special promotions where you can earn even more bonus points!
→ Refer to our Empathy Rewards page for more details.
How do I use & redeem my points?
Redeeming your points is simple:
- Go to the Empathy Rewards page & Log-in to view your points balance.
- Under "Ways to redeem" select how many points you’d like to redeem.
- Use and apply the coupon code at checkout for an instant discount!
Your points can be used for discounts on any purchase—making it even easier to stock up on your favourite health products.
What VIP benefits do I get?
Our VIP Tiers reward you with even more perks as you continue to shop! The more you spend, the higher your tier and the greater the rewards. VIP benefits may include:
- Exclusive discounts on every order.
- Early access to new product launches.
- Bonus point offers during special sales.
- Birthday rewards to celebrate your special day!
Check your account to see your current VIP tier and the benefits you’ve unlocked!
→ Refer to our Empathy Rewards page for more details.