FAQs

Q: How can I contact Customer Care?
A: You can contact Customer Care via telephone on 1300 654 336, email at enquiries@integria.com, or our Contact Us page here.

Q: When can I contact Customer Care?
A: The hours of operation for the Customer Care team stated below are Australian Eastern Standard Time (AEST)
8:30am to 5:00pm Monday to Friday
7:00am to 3:00pm Monday to Friday (WA local time)

Emails and Contact Us page form submissions can be completed at any time of the day and someone from our Customer Care team will get back to you as soon as possible during our standard hours of operation.
Q: What is the latest date I can place an order for it to arrive before Christmas 2021?
A: 
Please Click Here to see Integria's Christmas 2021 ordering dates.  

Q:What is the impact on Cold Goods Delivery:
A: Please Click Here to see Integria's Christmas 2021 ordering dates.  
Q: How do I login to MyIntegria?
A: Login to MyIntegria will now be done via an email address username. This email address is the one registered to your customer account with Integria Healthcare.

Q: Who can I contact if I am unable to login to MyIntegria?
A: For any help logging into the site please contact Customer Care on 1300 654 336 or email us at enquiries@integria.com   

Q: What happened to MyPatient Ordering?
A: MyPatient Ordering is now available at patient.integria.com. For more information on MyPatient Ordering, look out for the section below.

Q: I have more than one shipping address on my Integria account, how do I place orders for each address in MyIntegria?
A: You can add additional delivery addresses during checkout and simply select the appropriate address for each purchase you make.

Q: Are there any implications on my existing Integria account by registering an account in MyIntegria?
A: By registering a MyIntegria account, you are simply creating an online link to your existing Integria account so you can place orders yourself any time anywhere. Your MyIntegria orders will go straight to our warehouse for earliest despatch.

Q: I completed the online account application form and I did not receive the activation link to my email, what should I do?
A: Processing account applications can take up to 48 hours. If you have not received an email after this time, check your junk mail to make sure the email did not go there. If you cannot find any email, please call Accounts Receivable on 1300 654 336 or email ar@integria.com for help.

Q: Do I have to register an account more than once?
A: No. You only have to register your account once. Your main Integria account covers all the shipping addresses linked to that account. All you have to do is add the relevant shipping addresses at checkout, which will update your customer file and be saved as an option for future transactions.

Q: My shipping address has changed, how do I update this?
A: New shipping addresses can be added to your account at checkout. These will update your customer file and be saved as an option for future transactions. If you’re looking to change your business address details, please call Accounts Receivable on 1300 654 336 or email ar@integria.com for help.

Q: How do I update my business address details?
A: To update your business address, please call Accounts Receivable on 1300 654 336 or email ar@integria.com for help.

Q: How do I login after registering a Myintegria account?
A: Follow the link from your account activation email or go straight to au.integria.com and sign in by entering your username and the password provided.

Q: How do I register for MyIntegria?
A: Simply follow this link to apply for an account - accounts.integria.com

Q: Can I create separate login details for all my staff?
A: Yes, you will need to contact Accounts Receivable on 1300 654 336 or email ar@integria.com for assistance with this.

Q: What do I do if I have locked myself out of MyIntegria?
A: For any help logging into the site, please contact Customer Care on 1300 654 336 or email us at enquiries@integria.com   

Q: My password isn't working, what do I do?
A: Use the Password Reset function on the login page. Make sure you enter your email username to reset your password. For any additional help logging into the site, please contact Customer Care on 1300 654 336 or email us at enquiries@integria.com   

Q: How can I change my password?
A: Use the Password Reset function on the login page, or, if you are already logged in and want to change your password go to your My Account dashboard, and select the ‘Change password’ link at the bottom of the page.

Q: I am a student studying to be a healthcare practitioner, can I register for MyIntegria?
A: Yes. Simply follow this link to apply for an account - accounts.integria.com

Q: I am a student who has recently graduated, how can I upgrade to a Practitioner account? 
A: Along with your request for upgrade, please send a copy of your qualifications to our Accounts Receivable team at ar@integria.com. Please call Accounts Receivable on 1300 654 336 for any assistance with upgrading your account. 

Q: I was a 1st/2nd year student who is now in my 3rd/4th year, how can I upgrade my account? 
A: Along with your request for upgrade, please send a copy of your enrolment notice to our Accounts Receivable team at ar@integria.com. Please call Accounts Receivable on 1300 654 336 for any assistance with upgrading your account. 

Q: How do I start shopping?
A: Once you have signed in, begin shopping by using the search bar and menu items at the top of the page. You can search what you’re looking for via name, ingredient, keyword, product code or brand in the search bar. Or use the menu items to browse by brand, category, what’s new, special offers, dose type and dietary requirements.

Q: What is the minimum order for free freight?
A: All orders in excess of $200 ex GST will be despatched freight free, orders under $200 ex GST will attract a freight and administration charge of $12.00 ex GST for all destinations within Australia.

Q: Do I have to click into the shopping cart every time I want to increase the quantity on a product?
A: No, you can increase cart quantity by adding more items to your cart on either the product listing or product details page.

Q: What happens if I accidentally click "back" on my internet page while I am in my shopping cart?
A: Depending on the browser you use you may have to restart the checkout again. If you are not sure or do not understand any browser error messages, please call our Customer Care team on 1300 654 336 or email us at enquiries@integria.com

Q: How do I complete a purchase?
A: Once you are satisfied that you have added all your favourite Integria products to your shopping cart, you can click on your shopping cart at the top right of the page to proceed through the online checkout.

Q: Can I make changes to my order after I have added products to my cart?
A: Yes you cart will be saved and you can continue to add to it until you complete through the checkout pages. At this point the order is sent to us for processing and your cart will reset to empty.

Q: Do I have to pay for my order straight away?
A: If you have a credit account with us, you can choose to either add your purchase to this account and payment will fall due in line with your account terms or you can choose to pay now using a valid Visa or Mastercard. If only a credit card option displays on checkout, then you will need to pay for your order before we will despatch it from our warehouse.

Q: How can I use multiple coupon codes for an order?
A: Currently, you can only process one coupon code per order. For assistance with placing orders which require more than one coupon code (e.g. ordering multiple short dated stock items), please call our Customer Care team on 1300 654 336 or email us at enquiries@integria.com

Q: How can I reorder a previous order?
A: You can easily reorder a previous order by clicking the ‘Reorder’ button on any previous purchase in the My orders section of your My Account dashboard. Please note that this will replace all items in your basket with the items from that order.

Q: How can I pay invoices and offset credit notes online?
A: Go to your My Account dashboard and click on ‘Pay Invoices’. Here you can pay multiple invoices and offset your credit notes. If you want to pay your invoices online, these must be paid via credit card. To pay via an alternate method, please call Accounts Receivable on 1300 654 336 or email ar@integria.com
Please note, if you do not have any invoices to pay or credit notes to use, the checkbox option won’t be available.
 
Q: How can I pay multiple invoices online?
A: Go to your My Account dashboard and click on ‘Pay Invoices’. Here you can pay multiple invoices by ticking the checkboxes next to each invoice and credit note line and click ‘Submit’. If you want to pay your invoices online, these must be paid via credit card. To pay via an alternate method, please call Accounts Receivable on 1300 654 336 or email ar@integria.com
Please note, if you do not have any invoices to pay or credit notes to use, the checkbox option won’t be available.

Q: What happens if a product I want is out of stock?
A: We are currently transitioning to a new process for handling out of stock products and back in stock notifications. For any help with back in stock items, contact your Sales Account Manager or call our Customer Care team on 1300 654 336 or email us at enquiries@integria.com

Q: How can I be notified of when products are back in stock?
A: We are currently transitioning to a new process for handling out of stock products and back in stock notifications. For any help with back in stock items, contact your Sales Account Manager or call our Customer Care team on 1300 654 336 or email us at enquiries@integria.com

Q: What happened to the ‘Notify me’ button for out of stock items?
A: We are currently transitioning to a new process for handling out of stock products and back in stock notifications. For any help with back in stock items, contact your Sales Account Manager or call our Customer Care team on 1300 654 336 or email us at enquiries@integria.com

Q: What happened to the products on my ‘Notify me’ list prior to the new website?
A: We are currently transitioning to a new process for handling out of stock products and back in stock notifications. For any help with back in stock items, contact your Sales Account Manager or call our Customer Care team on 1300 654 336 or email us at enquiries@integria.com

Q: Can I place orders on MyIntegria if I am travelling overseas?
A: Yes, but we can only deliver to Australian addresses.

Q: How can I browse through products I have previously ordered?
A: Yes you can see a list of open orders or previous orders in the My Account section under My orders.

Q: Am I still able to phone, fax or email my orders to Integria after registering MyIntegria access?
A: Yes. Your friendly Customer Care team is always here to help. You can email your orders to orders@integria.com or call 1300 654 336 to speak with a Customer Care team member.

Q: Can I change my order after I have checked out?
A: Unfortunately, once an order has been processed, no changes can be made to that order, this includes adding items, removing items, changing quantities or pricing or amending the address. So please check your orders carefully.

Q: What does it mean that I can track all invoices in one place?
A: Our new system means you can see all Integria orders and invoices that have been processed via online, email or telephone in your My Account dashboard for transactions from the 1st July 2021.
 
Q: Where did my transaction history go from before 1st July 2021?
A: Transaction history will be available in your My Account dashboard for all orders placed with Integria from 1st July 2021. If you have any questions about transactions before this date, please call Accounts Receivable who will be able to assist on 1300 654 336 or email ar@integria.com

Q: Do you store my credit card details when I use them on the website?
 A: No, we do not store your credit card details. We use eWay to securely process all online payments. More information available at: www.eway.com.au
Q: How can I track my delivery?
A: You can track your DHL delivery via https://mysctrackandtrace.dhl.com/ 



Q: What are your order cutoff times?
A: All orders received before 1:30pm EDST will be dispatched on the same day with the exception of WA where the order cut off is 12.30pm WA time.


Q: What are the delivery timeframes?
A: Orders will be processed and invoiced within 24 hours from either our Sydney or Perth warehouse. Delivery times may vary depending on the volume of customer orders received throughout the month and can also be affected by seasonal periods and public holidays. We do not deliver to any location outside Australia. 
 
For Pre-Christmas 2021 delivery time-frames please click here.

Expected Delivery Timetable (working days)

Note: 
*Deliveries to Islands off the coast of Tasmania, North Queensland and NT require between 9-26 days Note
**Deliveries to Perth & WA Country are dispatched from our Perth, WA Delivery Centre.


Q: What time of day can I expect the delivery?
A: All deliveries are undertaken by a variety of delivery drivers and may occur between 8:00am-6:00pm Monday to Friday. All deliveries require a signature at time of receipt. If you are not available during this time you will need to complete an authority to leave request.


Q: How can I indicate an ‘authority to leave’ for my delivery?
A: If you need a single order to have an ‘authority to leave’ attached. Please add your delivery notes to the ‘Delivery instructions’ text box during checkout. Please note, there is a limit of 65 characters that can be displayed on the consignment label of your delivery. You must complete this if no-one will be available to accept delivery of your order between 8am-6pm Monday to Friday.

If you would like to have a permanent ‘authority to leave’ for all of your deliveries, contact Customer Care on 1300 654 336 or email us at enquiries@integria.com, and they will add this note to your account.

Please note: Integria Healthcare is not responsible for any loss, damage or theft resulting from goods being left unattended at or near your premises. Integria Healthcare does not deliver to PO Box or Australian Post Parcel Lockers.

 
Q: How do chilled orders get delivered?
A:  Previously, cold goods had been segregated and delivered in a Polystyrene (EPS) esky. As a non-biodegradable material and the volumetric area versus size of product it contains causing lots of extra unnecessary packaging, this was not aligned with our stance on packaging sustainability.

In 2017, after reviewing options on the market, Woolpack was selected for both its efficacy of temperature control, reduced (volumetric) packaging footprint and its innovation utilising renewable material which is both biodegradable and compostable.

Woolpack is made from with 100% felted sheep’s wool sealed within industry grade polyethylene wrap. Woolpack has been independently tested and has been has been proven to keep contents between 2°C – 8°C for at least 72 hours. We rigorously tested this within our own supply chain before introducing it and independent tests consistently prove that Woolpack outperforms conventional insulated packaging on every level.

Note: Our chilled product ranges have been tested when exposed to ambient temperatures up to 1 month without affecting their shelf life. We have selected to utilize Woolpack packaging and ice bricks to reduce excess exposure to high temperature conditions. We do not expect the ice bricks to remain in a frozen state upon receipt.

Orders for refrigerated items will NOT be dispatched on a Friday.
 
As a result of removing Polystyrene (EPS) esky boxes from our supply chain we removed 1.72 tonnes of EPS per annum from our supply chain and a further 6.48 tonnes (that’s about the weight of 1 African Elephant) of cardboard packaging per annum which was used to protect the Esky’s in transport. As the Woolpack pouches can be packed in with other ‘non-cold’ goods, it has been estimated that we have reduced around 2.79 million cubic meters of freight volume annually (which means less trucks on the roads).  

 
Q: What are the limitations around delivery Dangerous Goods?
A: Due to our compliance to the IATA Dangerous Goods Regulations and the Australian Code of Conduct for the Transport of Dangerous Goods no Dangerous Goods can be transported by Airfreight. Therefore orders containing Dangerous Goods may take additional time for delivery by road.
 
Q: What is the minimum order for free freight?
A: All orders in excess of $200 ex GST will be dispatched freight free, orders under $200 ex GST will attract a freight and administration charge of $12.00 ex GST for all destinations within Australia.
Q: How can I make a credit claim?
A: Requests for credit claims must be made to Customer Care team within 3 working days following delivery of goods. Credit claims can be made by phone to our Customer Care team on
1300 654 336 or email to enquiries@integria.com
 
Q: How can I return goods?
A: Goods returned without prior authorisation from Integria Healthcare will not be accepted. Once notified by the customer, Integria Healthcare Customer Care team will provide a goods return authorisation number and paperwork. This paperwork must accompany all returns to the location advised at the time of making the credit claim. Please do not send any goods to our Eight Mile Plains, QLD office.

Integria Healthcare will only accept goods that are:
  • In saleable condition with a goods return authorisation number attached
  • Returned to the correct Integria Healthcare location
  • Packaged securely: not damaged or soiled prior to or during the course of return
  • Not marked with store security or price tags
Credit claims for items being returned will be approved in accordance with the guidelines above on receipt of goods back at our Distribution Centres.
 
Q: Can I return unwanted or incorrectly ordered items?
A: Unfortunately, these credit claims cannot be accepted. Where Integria Healthcare agrees to accept the return of unwanted or incorrectly ordered items, the return must be in line with the guidelines stated above, with the return at the cost to the customer.
Q: What is the most effective way to search for a single product?
A: You can search what you’re looking for via name, ingredient, keyword, product code or brand in the search bar. Or use the menu items to browse by brand, category, what’s new, special offers, dose type and dietary requirements.

In the product listings page you can also use the filters on the left hand side of the page to browse by category or brand. These will help you filter down the list to find the product or products you are after.

Q: Is the Product Search field case sensitive?
A: No.

Q: If after searching by brand and by product, I cannot find the product I am looking for, what should I do?
A: It is possible the product has been deleted. To be sure, you can contact Customer Care on 1300 654 336 or email us at enquiries@integria.com
Q: How can I review any specials or short-dated stock?
A: From the Shop menu you can click on the "Specials" option and this will allow you to see all specials at this time. If you select the "Short-Dated Stock" filter on the left of the page you can see all the short-dated stock specials. You can then add to cart or click on the product for more details.

Q: How can I order more than one short-dated stock item per order?
A: Currently, you can only process one short dated stock item per order using a coupon code visible on the product in the product listing page and product detail page. If you would like to order multiple short dated stock items, you can email your orders to enquiries@integria.com or call 1300 654 336 to speak with a Customer Care team member.
Q: What are my favourites?
A: My favourites are a custom favourites list for you to manage of the products you’d like to remember or easily access. Our new website now has the ability for you to create order templates in the ‘My order templates’ section of your My Account dashboard. Read more on this below.

Q: What happened to the favourites I had saved on the old site?
A: We have saved all the favourites from your MyIntegria account into an order template named ‘MyIntegria Favourites’ in your new My Account dashboard. You can either keep these as an order template for easy reordering or resave them to your favourites list. To learn more about order templates, refer to the section below.
 
Q: How do I set my favourites in the new MyIntegria?
A: Once logged in to MyIntegria you will notice a heart-shaped icon on products in the listing and detail pages. You simply click the heart icon to add an item to your favourites. You can add as many as you like.

Q: Where can I find my favourites?
A: Your favourites can easily be found in the top navigation bar of any page on the website. Just look out for the menu item called ‘My favourites’. Once on the page, you can review, modify and add items directly to your cart.

Q: How can I place an order using 'My favourites'?
A: Once you have added products to your favourites click on ‘My favourites’ at the top of the page. Simply add to your cart by clicking the ‘Add to cart’ button. Each product will have a default order quantity of 1.
 
Q: Can I change the quantity ordered in my cart?
A: Yes. Simply change the quantity using the + or - buttons and the quantity will update accordingly. You can also delete an item in the shopping bag by clicking the word ‘delete’.
Q: What are order templates? Where can I find these?
A: Order templates are a feature of our new site that help you to easily reorder your regular products. These can be created from previous orders, or, you can create customised templates in your ‘My ordering templates’ within your My Account dashboard.
 
Q: How do I make order templates?
A: To make a new customised ordering template, add the products you would like on the list to your cart, then open up the Shopping cart page. In the ‘Shopping cart details’ you will see a link for ‘Save as template,’ click this. You will then be able to save your ordering template with a customised name for easy reordering.

Q: How can I place an order using order templates?
A: There are two ways you can order using an order template. The first is through your My Account dashboard. Head to ‘My order templates’. Select the order template you’d like to use and click ‘Add to cart’. Alternatively, you can load products from an order template once you are already in your cart by clicking on the ‘Load template’ link under the ‘Shopping cart details’. Both methods will add your order template items to your cart.
Q: I’m a Practitioner but I can’t add restricted products to my cart. How can I order these?
A: To access restricted practitioner-only products, please ensure you have agreed to the Practitioner Product and Online Terms here.

Q: I’m a student who has recently become a qualified Practitioner, how can I access practitioner-only products?
A: Along with your request for upgrade, please send a copy of your qualifications to our Accounts Receivable team at ar@integria.com. You well then need to ensure you have agreed to the Practitioner Product and Online Terms here to access practitioner-only products.  
Q: Where can I find events?
A: Our upcoming and past events can be found on integria.com via this link: www.integria.com/education-events

Q: I previously purchased an event, but now can’t access it. How can I see the content?
A: When viewing events on our new system for the first time, you will need to enter in your access code to the event. If you need any help finding access codes, please contact us at seminars@integria.com with your name and the event you are trying to access. Once you have entered your access for the first time, your device will remember that code and you won’t have to enter your access code again. This will need to happen per device.

Q: What happened to my saved events in My Contents?

A: We are currently upgrading how our My Contents pages work. In the meantime, as long as you have entered an access code to an event, your device will remember all the events you have previously purchased. Just head the Past Events page to find the event you were looking for: www.integria.com/past-events
If you need any help with access codes, please contact us at seminars@integria.com with your name and the event you are trying to access.
Q: Where do I login to MyPatient Ordering?
A: You login at patient.integria.com

Q: What is my username for MyPatient Ordering?
A: Your username is your existing Integria 'ship to' number associated with your Integria account.

Q: How do I find out what my ‘ship to’ number is?
A: You will have a 'ship to' number for each Billing account you have currently registered on your Integria account. Your 'ship to' number appears on every Integria invoice. You can also call Customer Care on 1300 654 336 to find out your 'ship to' number or email enquiries@integria.com

Q: Who can I contact if I am unable to login to MyPatient Ordering?
A: For any help logging into the site please contact Customer Care on 1300 654 336 or email us at enquiries@integria.com

Q: I am a student who has recently graduated, how can I upgrade to a Practitioner account to access MyPatient Ordering? 
A: Along with your request for upgrade, please send a copy of your qualifications to our Accounts Receivable team at ar@integria.com. Please call Accounts Receivable on 1300 654 336 for any assistance with upgrading your account.  
 
Q: What are the "Patients that need actioning" notices on the ‘My patient notifications’ page?
A: These are Notifications or Reminders to help you understand if there are any outstanding actions for your patients, such as completing their registration, ordering from a prescription, or letting you know they have ordered the last repeat from the prescription and you may wish to top it up. The "Send Reminder" action will resent the appropriate email to prompt the patient and help keep them on track with their plan.

Q: Why can't I see all the practitioner-only products when I am creating a prescription for my patients?

A: Not all practitioner-only products are available to prescribe to patients. Many such as the MediHerb Liquids require further formulation and therefore cannot be delivered directly to a patient.
Dangerous Goods have specific delivery requirements for residential delivery. We are working with our logistics partners to extend the range in future.

Q: If I have enabled my Patients to "Browse a range of retail products" via the Patient Settings page, can they access practitioner-only products?
A: No, this only allows the patients to browse a limited range of our retail products. The only practitioner-only products the patient can access are those prescribed by the practitioner and visible on the prescription page.

Q: What is the "Consult Mode On/Off" for?
A: The consult mode will allow a practitioner to create a prescription for their patient in a shared screen environment (where a patient is also looking at the Prescription screen). Clicking the consult mode to "On" will hide information that is confidential to the practitioner e.g. the wholesale price for products and rebate summaries.

Q: Is there a Free Freight threshold for Patient orders?
A: Yes, orders over $192.50 inc GST are shipped Freight Free anywhere in Australia. Orders under $192.50 inc GST will be shipped at a flat rate of $13.20 Australia wide.

Q: What methods of payment are available in MyPatient Ordering
A: We accept payment by Visa and Mastercard.
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