How can we help you?

Get answers to some of the most frequently asked questions related to our products and website. If you can’t find the answers to your question, feel free to contact us here.

Frequently Asked Questions

About Our Website

I can’t enter a password - how do I log in?

You do not need a traditional password to access your Metagenics account. Instead, you can log in using a one-time six-digit verification code sent to your email address (this code will be active for 15 minutes once it's sent to your email address). Alternatively, you can sign in with Shop for easy access.

What are the benefits of setting up a Metagenics account?

There are so many great reasons to create a Metagenics account! You can view your previous shopper history for a faster checkout, connect to your natural healthcare practitioner for easy access to your personalised supplement recommendations, and join a community of people striving to lead a happier, healthier life.

How can I set up a Metagenics account?

Simply visit our registration page

If you're a patient, please speak with your practitioner to ensure your account is properly connected. They will need to send you an invitation. In the meantime, you can browse our range of products that are available to everyone.

How can I connect my Metagenics account to my Healthcare Practitioner?

To connect your Metagenics account with your Healthcare Practitioner, please ask your practitioner to send you an invitation.

Once you've received the invite, simply log in with your email. You'll see your practitioner's connection details displayed at the top of the page.

Which payment methods are accepted?

We aim to make payments easy and convenient. You can pay using trusted providers like PayPal, Visa, Mastercard, or American Express credit cards. We also offer buy now, pay later options, including Afterpay and PayPal Pay in 4.

Please note that buy now, pay later options cannot be used when purchasing a subscription.

Can I use pay later services?

Yes! We have partnered with Afterpay and Paypal Pay in 4 and are delighted to offer our customers the convenience of pay later services.

About Our Products

How do I choose the best Metagenics product for me?

You can search our product catalogue by selecting ‘Products’ in the website menu and navigate our range using the filter options.

While we’ve made our online shopping experience easy, there is no substitute for personalised health advice. Find a Practitioner near you for trusted advice about products and health care that fits your lifestyle.

What makes Metagenics products unique?

Metagenics supplements have been specially formulated to get to the core of whole-body health. Infused with ingredients sourced from nature, our products are produced at the highest quality, clinically tested and have been prescribed by healthcare professionals for over 40 years.

What age is suitable to consume an adult dosage?

We recommend that an adult dose is suitable for consumption by individuals 18 years and older.

How do Metagenics substantiate their claims?

We strive to be at the forefront of product innovation and research, with dedicated regional and global teams that ensure our products are developed to regulations with ingredients based on scientific evidence. We use a variety of evidence to substantiate our health claims including peer-reviewed scientific literature from PubMed, Cochrane Reviews and Government Health Organisations. We take the safety and efficacy of our products very seriously at Metagenics.

All products are submitted to the Therapeutic Goods Administration (TGA) for approval and are listed on the Australian Register of Therapeutic Goods (ARTG).

Where are Metagenics supplements made?

Metagenics products are mostly made in our own A1-rated manufacturing facilities. We have world-class manufacturing and warehousing facilities in Brisbane - Australia, as well as New Zealand, Belgium, United Kingdom, Ireland, South Africa and four in the United States of America. On occasion, there are supplements that are made in facilities owned by our trusted partners due to the complex nature of the formulations or use of allergens (to avoid contamination in our sites).

How do I purchase Metagenics supplements showing as 'connect with a practitioner'?

If you are a registered customer that is already connected to a healthcare practitioner, simply log in to your account to purchase these products.

If you are not yet connected, find a healthcare professional in your area, and request to be connected.

Once you have been successfully connected, you will receive an email invitation from Metagenics, allowing you to now log in and purchase products labelled 'connect with a practitioner.'

Is it normal for urine to turn yellow after consuming Metagenics formulas containing Vitamin B?

Yes, high-dose vitamins like Vitamin B can turn your urine a bright yellow after consumption. If you have any concerns, seek medical advice from your health practitioner.

How should I store my supplements?

Please refer to the label or to the individual product page for specific information on how to best store your Metagenics product. Additionally, we recommend that you do not store your supplements in direct sunlight or heat as extreme temperatures can affect the efficacy of different vitamins, minerals and herbal supplements.

Can I take Metagenics products if I have a medical condition or take other medication?

We recommend consulting a Healthcare Practitioner to help establish a personalised health plan.

You can find a healthcare practitioner here.

Should I take my supplements with a meal?

The best time for consumption depends on the supplement. We recommend referring to the label or to the individual product page on the Metagenics website for further information.

Where can I check the ingredients and allergen information of each product?

You can find detailed information on active ingredients and allergens by clicking on each product. Simply select the 'Ingredients & Free From' tab located under the product description. Here, you'll find the list of active ingredients, allergens ('Free From' details) and, where available, any product excipients.

Where does Metagenics source it’s ingredients from?

Metagenics is dedicated to delivering high quality, practitioner formulated products. To do so, we source high quality ingredients from around the globe. This approach allows us to bring innovative formulations to market and ensure our supply of ingredients to keep our quality Metagenics products in stock.

About Our Packaging & New Labels

Why is Metagenics changing its label designs?

Our new label design has been introduced to simplify the way you navigate our product range and help you to find a supplement that’s right for you.

The new labels provide you with improved product information, including better highlighting the products’ core benefit.

When will the new labels be rolled out?

We’re in the process of transitioning to new labels, so you might see both the old and new versions in your product orders. We envision this will take 12 months, so please bear with us during this time. But don’t worry! Our labels may be getting a fresh new look, but our supplements will remain the same, premium quality ingredients that you know and trust.

Why did I receive old and new packaging in my order?

We will not be throwing out old stock as this goes against our environmental values as a B-Corp certified business. This means that you may receive products with the old and new branded labels in your orders as we continue to sell through existing stock. But don’t worry! Our labels may be getting a fresh new look, but our supplements will remain the same, premium quality ingredients that you know and trust.

Will Metagenics formulations also change?

You can feel confident that our supplements will remain the same, premium quality ingredients that you know and trust.

The product I ordered doesn’t match what I received. What should I do?

Received the wrong product in your order? You can refund or exchange this for your desired supplement. Reach out to our customer service team to begin this process.

Additionally, we’re in the midst of introducing a new label design for our supplements. This means that even if the packaging looks different, you might still have the correct product. Click here for more information on our new labels and what that could mean for you.

Is the Metagenics packaging recyclable?

Yes, Metagenics is a proud B-Corp certified business, and all our products come packaged in recyclable materials.

Every Metagenics order is carefully wrapped in Geami Paper packaging, a sustainable and effective alternative to bubble wrap, and secured with packing peanuts to protect your products from damage. These packing peanuts are made from eco-friendly vegetable starch, allowing them to dissolve easily in warm water

You can read more about our sustainability practices here.

About Our Shipping, Delivery & Returns

How much does shipping cost?

We offer free shipping on all orders over $80*.

Metro Delivery

Standard Shipping: Free for orders over $80; otherwise, $12.05
Express Shipping: $16.45
Cold Shipping: $16.45

Non-Metro Delivery

Standard Shipping: $12.05
Express Shipping: $16.45
Cold Shipping: $16.45

For more information, please see our shipping policy here.

When will my order be shipped?

All orders processed before 2.00pm (AEST) will be dispatched the same day. Once your items are picked and packed, you will receive a notification from StarTrack with delivery details so you can keep abreast of your delivery’s whereabouts.

Please note that any orders placed after 2.00 pm (AEST) will be shipped the following business day. Our shipping and delivery services are not operational during weekends or holidays.

Please refer to our shipping policy for more information.

How long does delivery take?

We use StarTrack as our trusted delivery provider, and the general delivery timeframes are as follows:

Metro Areas:
Standard Delivery: 3 to 5 business days.
Express Delivery: 1 to 3 business days.

Non-Metro Areas*:
Standard Delivery: 3 to 14 business days.
Express Delivery: 2 to 5 business days.

*Non-Metro Areas include Western Australia (WA), Northern Territory (NT), and other Rural Areas.

Public Holidays and Peak Seasons:
Delivery times may be longer during public holidays, weekends, or peak shopping periods (such as Christmas or Black Friday). Please allow extra time during these periods.

We recommend tracking your order using the StarTrack tracking number provided to get the most accurate delivery updates.

Please refer to our shipping policy for more information.

When will my items be delivered if I use Afterpay?

Afterpay orders are delivered as per our standard shipping time frame, after you complete your online order.

Where do you ship to?

We currently only ship within Australia.

Can I return my order?

We accept returns or exchanges for the following reasons:

a) Incorrect goods received,
b) Goods damaged in transit, c) Other faults.

We do not provide refunds or exchanges for changes of mind, taste preferences, or perceived lack of results.

For the most up-to-date information, please refer to our refund policy.

Can I make changes to my order?

Once your order is placed, changes cannot be made. If you've made an error with your shipping address, please contact customer service as soon as possible, and we'll do our best to assist.

Please double-check all information before placing your order.

If you have a subscription plan, you can manage here.

Subscribe & Save

I’m having trouble subscribing. Who can I talk to?

Our friendly Customer Service team are happy to talk through your subscription service questions. You can talk to them via live chat, or put in an email request here.

If your Practitioner has recommended you sign up to our subscription service and you’re having issues, please contact our friendly Customer Service team. 

Can I use Buy Now Pay Later to subscribe? 

Unfortunately, we are unable to provide Buy Now Pay Later payment options on our subscription service.

What notifications will I receive regarding subscriptions? 

Reminders of upcoming subscription deliveries will be emailed 5 days before shipment, ensuring you have a few days to edit your order should you need.  

You will also be notified by email if any payment processing errors occur. 

Why are the subscription frequency options different by supplement? 

The frequency options for our subscription service are based on dosage recommendations and pack size to ensure you get the most out of our supplements. As dosing and pack size varies widely across our range, there is no ‘standard’ subscription frequency.

What happens if I choose supplements with different subscription frequency options? 

To ensure you get the most out of our subscription service, we have aligned our delivery frequency options with the recommended dosage and pack size where possible. 

If you select two products with differing delivery frequencies, any overlapping delivery dates will be shipped together (e.g. 2 & 4 week deliveries will align every second shipment and be delivered together every 4 weeks with the former delivered standalone on the alternating fortnight).

Can I get everything on subscription? 

Unfortunately, there are some products that cannot be offered on subscription due to the treatment nature of their formulations. We have also chosen not to offer a subscription for some pack sizes as the single pack will last a longer time than would be feasible for a frequent delivery. 

If a product is not available for subscription, you will still be able to make a one-time purchase, and the ‘Subscribe & Save’ feature will not show as an option. 

When will my subscription start? 

Your subscription will commence immediately, with the first order picked and packed for delivery within a few days from completion of purchase. 

Please note, we do not offer delayed commencements for subscriptions. 

How will my order be packaged & shipped? 

All our orders are packaged into plain cardboard boxes to minimise risk of theft from your doorstep. 

Inside the boxes, our products are carefully wrapped with Geami Paper packaging, a sustainable and effective alternative to bubble wrap. Orders are further secured with packing peanuts to protect your products from damage in transit. These packing peanuts are made from eco-friendly vegetable starch, allowing them to dissolve easily in warm water. 

Metagenics is a proud B-Corp certified business, meaning we are committed to sustainability. You can read more about our sustainability practices here. 

What is the cut-off time for editing my upcoming order? 

You can make changes to your upcoming orders any time up until 24 hours before shipment.  The option to ‘edit’ will not be available in the 24 hours prior to shipment as your order is already being picked and packed for delivery.

What happens if the products in my subscription are out of stock? 

We work tirelessly to ensure a sufficient level of stock is available to fulfil our subscription orders.

From time to time, factors outside of our control (i.e. global supply shortages of ingredients or world-wide events impacting supply or shipping) may impact our ability to keep product in stock.

In these instances, you will be notified by an out of stock email and will not be charged for this shipment. When the product comes back in stock, your next upcoming delivery will resume as normal.

How do I update my delivery address? 

You can update your delivery address by accessing the ‘My Account’ section on our website or in the bottom of your subscription emails. Simply click ‘Edit My Subscription’ and update your address details.

Can I update my subscription frequency? 

You can update your subscriptions by accessing the ‘My Account’ section on our website or in the bottom of your subscription emails. Simply click ‘Edit My Subscription’ and change to your new preferred delivery frequency.

What if I run out before my next delivery? 

We’ve made it easy to bring forward your next delivery! Simply access the ‘My Account’ section on our website or in the bottom of your subscription emails. Simply click ‘Edit My Subscription’ and update your ‘next delivery date’.

How can I pause, skip or cancel my subscription service? 

You can skip or cancel your subscription by accessing the ‘My Account’ section on our website or in the bottom of your subscription emails. Simply click ‘Edit My Subscription’ and select ‘Skip My Next Delivery’ or ‘Cancel My Subscription’. 

Unfortunately, we don’t currently have a way for you to periodically pause your subscription. You can however, skip your upcoming delivery each time up until 24 hours before shipment, using the above instructions. 

I’m having trouble with my subscription. Who can I talk to? 

Our friendly Customer Service team are happy to talk through your subscription service questions. You can talk to them via live chat, or put in an email request.

If your Practitioner has recommended you sign up to our subscription service and you’re having issues, please contact our friendly Customer Service team.