Orders
Can I cancel my order?
We’ve all had those 'oops' moments right after hitting checkout. Because our warehouse team works fast to get your order moving, we have two ways to help you manage your order:. 1. The 30-Minute Self-Service Window (Fastest) Immediately after you che
Can I amend or edit my order?
We know that sometimes the best ideas—or the realization that you’ve used an old address—happen just moments after you hit 'order.' To help you stay in control, we’ve added a 30-minute self-service window to every purchase. How to make a change: Imme
Do you offer samples for free?
We want you to feel 100% confident in every True Protein purchase. We know how important it is to find the perfect flavor, so we’ve designed our policy to make testing our range as easy (and risk-free) as possible. To help you find your favorites bef
What if my order is incorrect?
At True Protein, we pride ourselves on precision, but we know that even with the best systems, a mistake can occasionally slip through. If your order isn’t exactly what you were expecting, we are committed to making it right immediately so your welln
What if my order contains faulty or defective items?
At True Protein, quality is at the heart of everything we do. If an item has reached you in less-than-perfect condition, we want to apologize and get your routine back on track immediately. How we’ll make it right:. Fast-Track Replacement: We will pr
What if an item is missing from my order?
If you’ve unpacked your box and noticed a specific item is missing, we know how frustrating that can be when you're ready to start your new routine. There are usually two reasons this happens, and we’re here to help you solve both. 1. It’s in a secon
What happens when something I want is out of stock?
We know how it feels when you’re ready to restock and find your go-to flavor is temporarily out of stock. Because we use premium, grass-fed ingredients, our batches can sometimes fly off the shelves faster than expected. To ensure you’re at the front
I was charged for my free gift with purchase
If you noticed a charge for a promotional 'free gift' on your final invoice even though you were over the promo threshold, please know this isn't the experience we intended for you. Why did this happen? Our checkout system is designed to trigger gift
I placed an order but didn't receive an email confirmation
If your confirmation email hasn't arrived shortly after placing your order, it’s usually due to a small technical issue or a delivery detour. Before reaching out, we recommend a quick check of the following:. Check your Junk and Promotions folders: H
I received my order, but it was missing the promotional item that I thought I was receiving.
We are so sorry if your promotional gift didn't make it into your box! We know how much of a treat those extras are, and we’d love to help you figure out what happened. During a promotion, our system often uses a pop-up or a prompt at checkout to add
I saw a discounted product offer after placing my order – can I still get that deal?
After you finish your order, you might occasionally see a special, one-time offer pop up on your screen. This is our way of saying thanks! It gives you a limited-time opportunity to grab a specific product at an exclusive discount before we start pac
How can I find a PDF receipt of my order?
We’ve made it easy to grab one directly from your confirmation email. How to download it:. Open the confirmation email sent to the email address used for your order. Scroll down to the bottom of the email. Look for the 'Download PDF' button. Click th
Can I swap the promotional gift offered this week?
Our weekly promotions move so quickly that we aren't able to swap or exchange promotional gifts once they’ve been assigned to an order. We refresh our offers weekly to keep things exciting for our community, which means our warehouse team is always f
I accidentally ordered hasta which is more expensive than non Hasta, what should I do?
At True Protein, we are committed to providing the highest quality, most transparent supplements in Australia. The price difference reflects the additional, rigorous third-party testing required for HASTA certification. Every HASTA-certified batch is