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FAQs

Customer Support

Customer Support

FAQs
How do I track my order?

At time of dispatch, the freight service provider will email you so you can track your package. Please note that due to COVID-19 we are experiencing shipping delays due to increased demand on our logistics networks.

We work closely with our shipping partner to minimise the potential impact of delays through customs for our international customers.

How do I get a refund or exchange?

We want all our customers to feel their best!

While that is in reach for most when using Bio-First™ products, they might not work for everyone.

If you are unsatisfied with your purchase for any reason, we offer a 100% money-back guarantee within 60 days—no questions asked (although we do value any product feedback!) This guarantee is available wherever you purchased your products.

Please email your request for a refund to hello@biodenovo.com.

All refund requests must be within sixty (60) days of the date your credit or debit card was charged. You agree to comply with all instructions provided by our customer service agents related to your refund.

Customs duties and sales taxes are non-refundable through Bio deNovo. However, you may be able to recover these by contacting your local customs bureau directly.

Where should I send my return or exchange?

We're sorry to hear that you want to return your Bio-First Product.

As per our guarantee, please contact us at hello@biodenovo.com for instructions on how to return the product(s) your ordered.

We promise to get back to you as quick as we can, Monday to Friday.

When can I expect my refund?

Refunds will be processed once the refund process has been completed.

Refunds are processed back to the method of payment used when placing your original order (either PayPal or Credit Card).

PayPal refunds can be instantaneous, while credit card refunds can take up to 2 weeks from processing to be visible on your credit card statement, depending on your financial institution. Once processed, you will receive an email notification.

Can I change or cancel my order?

Please ensure your order is correct prior to placing as we are limited in our ability to make changes to orders once they have been submitted.

Our customer service team will do their best to accommodate any changes however please be aware this is not always possible.

Please fill in the form at the top of this page and we will aim to respond quick as we can, Monday through Friday.

Product availability

We always try to make sure our products are in stock and ready to deliver to you.

However, some products may be more popular than others.

If we do not have stock when you place your order, you will receive an email advising of estimated dispatch dates.

What if the product I want is on back-order?

You can order and pay for products in advance, and we will deliver them to you when we replenish our stock.

We understand you may not wish to wait that long, in which case you can cancel the order before it is fulfilled.

We’ll happily refund you the order amount. Please contact us at hello@biodenovo.com we will aim to respond quick as we can, Monday through Friday.

Do you ship to my area and/or PO Boxes?

If there's a will, there's a way. We ship from NSW, Australia and will make every reasonable attempt to ship to you, wherever in the world you might be.

For all international shipping, the cost is born by you, the customer and we make sure that we are passing on only the shipping cost, at a discount if possible.

We can ship to PO Boxes and Parcel Lockers.

How is my order shipped?

We use several carriers for your special delivery based on a number of factors including your location.

But don't worry - you don't have to do anything!

At the time of dispatch, we will send you a shipping confirmation email so you can track your package.

Our processing and dispatch process starts from the moment we get credit card authorisation and verification.

Once the order is accepted and the stock is available, we aim to process and dispatch your order as fast as humanly possible, Monday through Friday. If ordered before 12pm, we aim to dispatch same day.

How will I know my order has shipped?

At the time of dispatch, we will send you a shipping confirmation email that includes your tracking information.

When can I expect my order to arrive?

Shipping in Australia takes anywhere from 1-6 business days.

Shipping international takes anywhere from 4-15 business days.

* Delivery estimates exclude warehouse processing times (normally 1-2 days). Delivery estimates are not guaranteed, especially with COVID-19 disrupting global logistics.

How can I edit my shipping address?

If you order is shipping to an incorrect address, please urgently email us at hello@biodenovo.com and we'll do our best to change the destination before the package ships. We cannot guarantee that we will be able to do this though.

How are your shipping costs determined?

Like it or not, delivery of our precious products cost money. We aim to soften that blow and where possible provide Free or heavily discounted and fixed rate shipping based on what our shipping provider charges us. 

Be aware that international packages can be subject to additional duties and customs fees which are not calculated at check out. Bio deNovo has no control over these fees and will not assume responsibility. 

My tracking says that my order was 'delivered' but I never received it. What now?

Carriers and tracking information isn't always foolproof - it is not uncommon for a shipment to experience some delays when carriers are overwhelmed or for a carrier to mark an order delivered and not have it arrive until the next day.

We apologise for any trouble this may cause and if your order still hasn't arrived 48 hours after it was estimated and/or marked deliver, just email us at hello@biodenovo.com and we'll look into it.

Can I change my order?

Please ensure your order is correct prior to placing the order as we are limited in our ability to make changes to orders once they have been submitted.

Our awesome team will do their best to accommodate any changes; however please be aware that this is not always possible. To start that process, email us right away at hello@biodenovo.com

What is your refund or exchange policy?

We want all our customers to feel their best. While that is in reach for most when using Bio-First products, they might not work for everyone.

If you are unsatisfied with your purchase for any reason, we offer a 100% money-back guarantee withing 60 days - no questions asked (although we do value any product feedback please!). This guarantee is available wherever you purchased your products.

Please email your request for a refund to hello@biodenovo.com

All refund requests must be within sixty (60) days of the date your credit card or debit card was charged. You agree to comply with all instructions provided by our awesome team related to your refund.

Prices & Payments

Prices are quoted in AUD for all customers and include local tax (i.e.GST)

Bio deNovo accepts all major credit cards and has a range of alternative payment provider options including Afterpay or Paypal.

For all purchases outside Australia, while the prices on the website are quoted in AUD, the final payment will be converted to your local currency on your credit card statement. Bio deNovo provides no advice regarding customs charges, duties or other taxes and strongly encourages you to source this information prior to purchase. All prices are subject to change without notice.

When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed.

What can I do if my payment declined?

Please ensure that the payment information you enter is correct and matches everything.

If the issues continues, please contact us at hello@biodenovo.com

Privacy

We take your privacy seriously, and have a full Privacy Policy here that lets you know how we look after your information for you.

Where can I get ongoing information about recent and ongoing offers?

We regularly update or website and you can subscribe to our newsletter to receive this information.

I have a promo code - how can I use it?

Simply enter your code at checkout!

We only accommodate one promo code per order and it cannot be used with subscriptions nor redeemed for cash.

Offer is only valid for one delivery address.

If you've encountered 2 valid promo codes, please choose the one you want to use.

Offers advertised on the website without a code will be automatically applied and cannot be used along with a separate promo code.

Can I use a promo code on top of another promotion like Free Shipping?

You can use a promo code along with free shipping when your order total meets our Free Shipping minimum as stated and applies to your shipping location.

Other offers advertised on the website without a code will be automatically applied and cannot be used along with a separate product code.

Can I choose what type of emails I want to receive?

Yes you can.

Do you have a referral program?

We are working on it.

Can I give Bio-First Immune Support products to my children?

Yes, you can. They are designed for family use, by our family and have been crafted for 2 years and up.

Can I use Bio-First products if I am on medication?

We are unable to provide you with this advice. Please speak with your Doctor if you have a concern.

Can I use Bio-First Skin Health or Immune Support products while pregnant or breastfeeding?

Yes, you can.

What is the shelf life of the Bio-First products?

Please refer to each bottle for Expiry Date.

Please always follow storage instructions.

How many Bio-First products can I use at the same time?

As many as you like. As nature intended.

Are your products gluten and lactose free?

Yes, they are.

Where are your products manufactured?

All of them are proudly manufactured in Australia from both local and global ingredients sourced through sustainable supply chains.

Do your products contain any animal products?

Some of our products contain Manuka Honey UMF10+.

Are Bio-First products tested on animals?

Absolutely not.

Are Bio-First products all natural?

Yes, they really are. This is a cornerstone of our Living Care for you. The planet provides all that we require.

How should I store my Bio-First Immune Support products?

Please store in a cool dry place away from direct sunlight and follow storage instructions on individual products.

How should I store my Bio-First Skin Health products?

Please store in a cool dry place away from direct sunlight.

Do Bio-First Immune Support products contain any flavouring or colouring?

No, the rich colours of our products are all-natural.

Are your products really Pure Natural Living Care?

Yes, they really are - that is what we are all about.

Where do you source your ingredients?

We source them from sustainable supply chains in places like Australia, New Zealand, South Africa, South Korea, America, Europe and the Middle East.

Can I have my Bio-First Liquid Health Syrup or Self Heal Syrup hot or cold?

Yes, either is appropriate.

Delicious in a smoothie and equally as delectable in a hot drink.


Customer Support

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