Frequently Asked Questions

What should I do if my order hasn't been delivered yet?

1. Check the delivery date - You can find your estimated delivery window in your Order Despatched email – please allow until the end of the day on this date for your order to reach you. You should expect your order to arrive in the number of working days suggested, after you receive the despatch notification.
2. Track the order online - If you selected a tracked service when you placed your order, you'll be able to track the progress of your delivery through the postal/courier system. Any tracking information will have been sent to you in your shipping confirmation. If you did not select a tracked service, your order is not trackable.
3. Contact us - If your estimated delivery date has passed and you have not received your order, pleaseget in touch with our Customer Services Team who can help you further.

We won't be able to provide you with additional information until this date has passed.

Please note - Due to Covid-19, many shipping services are impacted and delays should be expected. 

We use Royal Mail or DPD to make sure our customers are receiving their orders when they expect them. We allocate the delivery partner based on the delivery method selected and the value of your order. If you provide a valid mobile number on your account, our delivery partner will also send you SMS delivery notifications.

Free standard delivery over $100

• $5.75 included GST - Delivered within 3-5 business days via courier

Currently, Solgar.co.nz only ships in New Zealand.

We hope to offer international shipping again in the near future.

Our "Subscribe & Save" subscription service ensures you will never run out of your chosen supplements and for your loyalty, we offer 10% off when you subscribe.

Complete Flexibility

Simply subscribe to your favourite Solgar supplements and choose how regularly you would like to receive them. You can choose a different frequency for each product if you’d like, or schedule to receive them at the same time each month. You can pause, reschedule or cancel your subscription to any product, at any time, from any device.

You can manage your subscription, by logging into your accounthere and clicking the "Manage Subscriptions" tab from the top left-hand menu.

Real time notifications

We will let you know we are going to ship your next order three days before each delivery making it easy for you to keep track of the products you’ll receive and when you’ll receive them. 

You can manage your subscription, by logging into your accounthere and clicking the "Manage Subscriptions" tab from the top left-hand menu.

You can manage your delivery schedule and individual subscriptions, as well as update your billing information and view your purchase history.

You can also reactivate cancelled subscriptions if you wish to.

If you have forgotten your password, please use the "Forgotten password" link on theaccount login page and follow the instructions.

If you do not have an account, you can request an account creation invite by clickinghere and following the instructions.
 

Please log into your accounthere and then follow these instructions:

Once logged in, you will need to:

• click the "Manage Subscriptions" tab from the top left-hand menu
• then click on the "Actions" button found next to the subscription that you wish to cancel
• and then select "Cancel" from the dropdown menu.
• On the following page, you will be prompted to choose a cancellation reason. Select the cancellation reason that closely matches your reason for cancelling and Click "Cancel my subscription" to complete cancellation.
• Your subscription will be cancelled from that point.
• If it has already been despatched, you will need to return it to us for a refund.

If you have forgotten your password, please use the "Forgotten password" link on theaccount login page and follow the instructions.

You will have been sent an account creation invite following your subscription, but if you have not set an account up, you can request another account creation invite byclicking here and following the instructions.

If you contact us to cancel your subscription for you, we will do our best to stop the despatch, but cannot guarantee this, cancellations can take up to 24hrs to action. Your subscription will be cancelled from the next scheduled delivery date.

If you cancel your subscription after you have been notified your order has been despatched, you will have to return it to us. We will do our best to stop the despatch, but cannot guarantee this.Your subscription will be cancelled from the next scheduled delivery date. 

Should you wish to cancel or manage your subscription, you can do so by logging into your accounthere and then follow these instructions:

• Once logged in, you will need to:
• click the "Manage Subscriptions" tab from the top left-hand menu
• then click on the "Actions" button found next to the subscription that you wish to cancel
• and then select "Cancel" from the dropdown menu.
• On the following page, you will be prompted to choose a cancellation reason. Select the cancellation reason that closely matches your reason for cancelling and Click "Cancel my subscription" to complete cancellation.
• Your subscription will be cancelled from that point.
• If it has already been despatched, you will need to return it to us for a refund. 

If you have forgotten your password, please use the "Forgotten password" link on theaccount login page and follow the instructions.

You will have been sent an account creation invite following your subscription, but if you have not set an account up, you can request another account creation invite byclicking here and following the instructions. 

You can add a new product to an existing subscription very easily by logging into your accounthere and clicking the "Manage Subscriptions" link from the top left-hand menu.

Then click "Add Product" below your subscription.

Search and select the product you would like to add to your account.

On the following product page, you can make product and charge adjustments.

When finished, click Add Product.

This will now be added to your existing subscription.

If you have forgotten your password, please use the "Forgotten password" link on theaccount login page and follow the instructions.

If you do not have an account, you can request an account creation invite by clickinghere and following the instructions.

You can pay with one of the following payment methods: Visa, MasterCard or PayPal.

Discount codes can be applied in the 'Discount' box shown on the 'Order Summary' on the first page of the Checkout.

If you have any issues applying a valid code pleasecontact us.

If you change your mind once you have placed an order and have not yet received your goods you may be able to cancel your order. We need written confirmation of cancellation from you, so you’ll need to contact us quoting your order number as soon as possible. If you have already received your order, or if your order has already been dispatched, you will need to return all the items in the order.

If one of the items you received isn't what you ordered, please re-pack it carefully and send it back to us:

Solgar
182 Station Road
Penrose
Auckland, 1061

We'll refund you if it's incorrect. 

We are sorry if something is missing. Before you contact our Customer Services Team, we recommend checking and confirming the following:

• Where you have ordered more than one item it is possible that an item is out of stock and we have shipped your in stock item separately. Please check your emails (including your junk/spam) in case we have already contacted you about this
• We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If you still need tocontact our Customer Services Team please ensure you provide us with the order number and details of what is missing and we will get things resolved for you as soon as possible. 

We are sorry if you have received a faulty item. Please contact us within 7 days of receiving your order, quoting your order number along with details of the problem. If you can provide us with images of the problem that will speed things up.

If we can confirm that there was a fault present when we originally despatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges via your original payment method. 

Please wrap items securely and label clearly with your order number on the outside of the packaging. Please post to back to:

Solgar
182 Station Road
Penrose
Auckland, 1061

All returned items should be sent in their original condition and packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may send it back to you. 

If you are due a refund, your original method of payment will determine how we reimburse you.

• Credit/debit card - If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. It may take up to 5 working days depending on your bank.
• PayPal – we'll process a refund to your PayPal account. 

If you're returning from NZ, it can usually take up to 7 working days (excluding weekends and bank holidays) from the day after the date of your return for your parcel to be delivered back to our warehouse and we aim to process the return within 7-14 days of receipt here.

How long does a refund take?

Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 10 working days depending on your payment provider.

If your return hasn't reached us after the returns timeframe, please get in touch with your proof of postage so we can help you further. 

Our aim is to always be in stock of the Solgar vitamin or supplement of your choice, but sometimes demand outstrips supply, so please keep an eye on our website for restocks.

We also recommend you sign up to receive our emails, and keep an eye on our social media channels for special offers and new product launches too. 

You can sign up to create an account with us and receive shop news and offershere.  

You can reset your password by clickinghere .