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FAQs

What can I expect in my monthly pack?        

Your monthly pack contains 30 convenient, individual sachets for you to take daily. Each sachet includes the vitamins that were recommended and selected for your pack. The number of vitamins in your pack will vary depending on your final selection.

We'll also send out a personalised booklet assisting you on your health journey.

 

Can I trial Rai for just one month, without signing up to a subscription?   

Every order is a subscription service, meaning you’ll never miss a day of vitamins! We'll replenish your supply with 30 sachets each month. We’ll send you a message several days before we’re packing and posting your vitamins. However, there’s no lock in contract or long term commitment and you can cancel at any time. Just be sure to cancel when you receive your reminder email, before we pack your next month of vitamins to avoid paying for an unwanted supply.

 

Do you deliver to everywhere in Australia?

Yes, we deliver to all states and territories in Australia via Australia Post.

 

When will my first order arrive?      

We can't wait for you to start your health journey with Rai! We aim to get your first order delivered within 4 - 7 business days for metropolitan areas and 5 - 9 business days for non-metropolitan areas. Tracking information may not appear online until the item has been scanned at your local delivery depot. Please contact us if you need help tracking your order.

 

How do I change my delivery address?       

To change your delivery address:

  1. Login to your account
  2. Go to ‘Shipping Addresses'

If we've already processed your order, it will go to the delivery address assigned at the time. Please contact us to see if we can redirect your order.

 

How can I manage my subscription each month?   

Managing your subscription is super simple. We aim to have your next pack of vitamins delivered before you run out. This means we'll process your order every 30 days from the date of your previous order and deduct payment from your assigned bank account. You can easily manage your subscription and payment details by logging in to your account.

 

Can I pause my subscription to Rai any time?         

Yes, you can pause at any time! We understand that circumstances change and we want to support you by offering complete flexibility.

To pause your subscription:

  1. Login to your account
  2. Go to 'Manage My Pack' > 'Pause Subscription' 

You can log back into your account to resume your subscription at any time!

 

Can I resume my subscription to Rai?          

Of course! We'll welcome you back at any time.

To resume your subscription:

  1. Login to your account
  2. Go to 'Manage My Pack' > 'Resume Subscription'

We’ll then process your next order and have your monthly pack sent out as soon as possible. If your health goals have changed, we suggest retaking the quiz. "

 

Can I make changes to my selection of vitamins?  

Yes you can. Please contact us if you want to make changes to your selection.

 

Can I add vitamins to my pack if they weren't recommended to me?       

Yes, you can! In addition to your recommendations, there will be a range of vitamins that can be added to your pack. This selection includes vitamins that support general health and wellbeing, and is also based closely on your responses in the quiz. You can change your goals, allergen and dietary requirements by retaking the quiz. 

To add additional vitamins, select 'Add Others' when reviewing your pack.

 

Can I change the schedule of my vitamins? 

Yes, we want your vitamin regime to be as convenient as possible, so you have complete control over when you choose to receive each pack. 

To change your schedule:

  1. Login to your account
  2. Go to 'Manage My Pack' > 'Edit Schedule'

Unfortunately, we're unable to control the exact delivery date as we use third-party couriers.

 

Can I change my shipping address once I've placed an order?        

Once we've processed your order, unfortunately you won't be able to change the shipping address.

Contact us to confirm if your order has been processed and we'll advise if we can redirect your order.

You can login to your account and change your shipping address for future orders.

 

My order never arrived, what should I do?  

We're very sorry to hear your order never arrived. Please get in touch with us and we'll investigate this for you. If we can't find your parcel, we'll send you a replacement order free of charge.

 

I did not receive my order within the expected timeframe, what should I do?     

We apologise for the delay! Please send us an email and we’ll reach out to the courier company to get an update for you. We'll get back to you with an expected arrival time as soon as we can.

 

Can I update my payment information in my account?

Yes you can.

Log in to your account and go to ‘My Subscriptions’ > ‘Billing information’ > ‘Send email to update’.

 

Can I edit my responses to the quiz after I've completed it?           

Unfortunately, not at the moment. We take all of your answers into account when making your personalised recommendations. This means you'll need to retake the quiz to change your answers. 

To retake the quiz:

  1. Login to your account
  2. Go to Manage My Plan' > 'Retake Quiz'

Alternatively, if you want to change your pack, you can go to 'Manage my plan'.

 

Can I make changes to my health goals?     

Yes, you can update your health goals at any time by retaking the quiz and we'll provide recommendations and tips to support your new goals.

To change your health goals:

  1. Login to your account
  2. Go to 'Manage My Plan' > 'Retake Quiz'

Your goals and your pack will only be updated in your account if you order the new pack.

 

What happens with my pack after I retake the quiz?         

Once you retake the quiz, we will provide new recommendations based on your updated answers and health goals. 

Your goals and your pack will only be updated in your plan if you proceed to order the pack.

 

When will I be charged for each order?       

You will be charged when we process your order, which is generally every 30 days unless you have rescheduled your order.

 

Is my payment information safe?      

Yes. We use encrypted payment gateways provided by Shopify.

 

Can I cancel my order?            

Once we've processed your order, you won't be able to cancel it. You can cancel an upcoming order by cancelling, or pausing, your subscription before the date of the notification email we’ll send you.

 

Can I return my order?          

Your vitamin pack is designed for you and only you! This means we're unable to accept any returns, however refunds are offered as required by Australian consumer law. Please see our refund policy.

We maintain a high level of health and safety, and this restricts the resale of products that have already been distributed. If you wish to cancel any future orders, you can do so by pausing your subscription.

 

When should I take my vitamins each day?

We recommend to rise and shine, and take your vitamins! Unless otherwise specified in your product information, we recommend taking most vitamins in our range first thing in the morning with food and water. If you miss your morning dose, it's okay to take it at another time during the day with food and water.

Make sure you speak to your healthcare professional if you're taking any prescription or over the counter medicines.

 

When will I start to notice the benefits of taking the vitamins? 

Your body's response to certain vitamins will depend on a few factors, including your current health status, the health goals you're trying to achieve and your vitamin regime prior to commencing your personalised pack.

Remember, not all vitamin supplementation results in a particular effect. If you'd like to speak with a TerryWhite Chemmart pharmacist, please call 1800 892 724

 

Are the vitamins labelled so I know what the pills are?     

Yes, they are labelled so you will know the identity of each pill. Take a look at the booklet included in your pack, as this provides images of the pill and key information on each vitamin product. You can also refer to our website www.raivitamins.com.au for more information.

 

Do my vitamins have an expiry date?         

The vitamins in the sachet have a shelf life (best before date) of around 90 days from when you receive the order. That being said, they can last up to 6 months provided the sachets are stored in a cool, dry place.

 

Are there side effects to any of the vitamins?        

If you experience any unwanted symptoms or have any concerns about side effects, please discontinue use immediately and contact us at enquiries@raivitamins.com.au.

Can I take personalised vitamins if I'm pregnant?  

Generally, we don't recommend taking our products while pregnant or breastfeeding, as your body has different needs during this time. A vitamin or supplement regime should only be commenced after consultation with your doctor.

 

Can you recommend vitamins that support weight loss?   

We don't currently offer any vitamins in our range that specifically target weight loss. However, a vitamin regime will boost your energy levels and nutrient intake. When combined with a balanced diet and exercise, a vitamin regime can support your weight loss journey. Visit your local TerryWhite Chemmart where our trained staff can help you to achieve your weight goals with professional advice and proven weight loss products.

        

My urine is fluro yellow, is this normal?      

Don't panic, this is completely normal! Some vitamins such as B complexes, Vitamin C or Curcumin, can cause your urine to turn fluro yellow. This is harmless and is simply a sign of your body excreting what it doesn't need.

 

Are your vitamins suitable for vegetarians and vegans?    

Yes, most of our supplements are vegetarian or vegan friendly! If you have answered 'Yes' to being vegan or vegetarian in the quiz, we won't recommend any vitamins that aren't suitable for your dietary requirements.

Make sure you visit each product description page to check and please ensure you answer appropriately in your quiz.

 

How do I check the ingredients if I'm allergic to a certain product?

During the quiz, we'll ask you about your allergens and intolerances. Your responses will then be taken into consideration, in your personalised vitamin pack.

You can also refer to our website www.raivitamins.com.au to check allergen information and learn more about the ingredients (just like checking the back of a bottle).

Some products may contain traces of certain allergens as a result of the production process.

If you are unsure of any ingredients or allergens, please contact us at enquiries@raivitamins.com.au.

 

I have an allergy, how can I be sure your vitamins are safe for me?         

You can find information about most common allergens on the vitamin description pages. 

Most of our products have no added gluten, dairy, animal products or soy. However, due to the manufacturing process, we can't 100% guarantee our products are completely free of small traces of these allergens.

If you have severe allergies or are particularly sensitive and would like to check any specific product, get in touch with us     

 

Are my vitamins packed to Australian benchmark standards?       

Yes they are! We follow stringent guidelines when it comes to packaging to ensure you receive the highest quality product. All of our vitamins are packed to the guidelines set by both the Australian Therapeutic Goods Administration (TGA) and Pharmacy Board.

 

How should I dispose of the sachet packets?           

We are happy to say that our sachets are biodegradable, which means they are much more environmentally friendly compared to normal plastics. Just dispose of the sachets in your green waste bin and let nature do the rest.

 

Can I recycle the packaging?

Yes, the box that arrives at your door and the dispenser (where your sachets are pulled from) are 100% recyclable. To dispose of these items, please use a recycling bin so they can be processed at a recycling facility.

 

Can I recycle the sachets?     

No, as the sachets are biodegradable, they can not be recycled. Please use your green waste bin to dispose of the sachets, and these will be decomposed by the action of living organisms in nature.           

 

Can I speak with a pharmacist?

Yes, you can speak with a TerryWhite Chemmart pharmacist. Please call 1800 892 724 and we'll set up an appointment for you. 

 

Can I change the quantity or dosing of each vitamin?          

You are not able to make changes to the quantity or dosing. All dosing and concentrations of our vitamins are based on the latest scientific evidence and have been reviewed by our pharmacists. We've set the dosing as per the minimum dosing instructions for each product as registered with The Therapeutic Goods of Australia (TGA). If you have concerns about the dosing recommended to you, please contact us immediately.

 

Can I create my own vitamin pack

Our pharmacist-developed quiz ensures we can make the most accurate recommendations and carefully tailor a pack that's best for you! While you’re unable to create a vitamin pack from scratch, you do have an opportunity to add additional recommended vitamins that will help to support your general health and wellbeing. If you have any concerns with the recommendations provided to you, we encourage you to get in touch with us straight away.

 

Why can't I add certain vitamins from the product range?  

We've carefully tailored your pack with vitamins that are most suitable for achieving your health goals. Certain vitamins may not suit your diet & intolerances, which is why they aren't listed in your available recommendations or additional products that you can add to your pack. If you think we've missed something or you have any questions, please contact us.