30-day postage paid returns

      FAQ

      Frequently Asked Questions

      How do I place my order?

      Steps to complete your order:

      1. Add all desired nutritional supplements to your shopping cart.
      2. You can choose checkout directly on our website or pay via PayPal.
        • To use our native checkout: Click the Checkout button on the page.
        • To pay via PayPal: Select the PayPal payment button.
      3. You will be redirected to the customer information page, where you need to fill in:
        • Email address
        • Full name
        • Delivery address
      4. If you hold a valid discount coupon code, enter it in the Discount box on the right side of the page and click Apply to activate the preferential price.
      5. Click Continue to Shipping Method. Double-check your delivery address (modify if your shipping address differs from your billing address). After confirmation, click Continue to Payment Method.
      6. Fill in your payment details. Tick the box if your shipping address is identical to your billing address.
      7. Submit all information and click Complete Order. An order summary and confirmation notice will pop up on the page, and a formal order confirmation email will be sent to your mailbox simultaneously.

      If you encounter any issues during checkout, please email our customer service: service@bilivape.com

      What should I do if my parcel arrives with missing items or incorrect products?

      Please email us at service@bilivape.com with your order number and clear photos of the package and goods (image size ≤ 1MB). We will arrange reshipment of the correct items free of charge. You do not need to return the wrongly delivered products; you may keep them as our complimentary gift.

      How can I confirm my order was submitted successfully?

      You will receive an official confirmation email including your unique order number and full purchase details shortly after payment.

      Can I modify items in my order after placing it?

      Order amendments are permitted before 23:00 AEST (Australian Eastern Standard Time, UTC+10) on the same day you place the order. Send your adjustment request to service@bilivape.com before the deadline. No revisions will be accepted afterward.

      How to add products to shopping cart?

      1. Open the product page of the dietary supplement you want to purchase and select specifications.
      2. Input your purchasing quantity, then click Add to Cart.
      3. You may continue browsing for more goods or proceed directly to checkout.

      How to view items in my shopping cart?

      Click the cart icon at the top of the webpage to preview all selected products. On this page, you can adjust purchase quantities or delete unwanted goods freely.

      How to remove goods from the shopping cart?

      1. Click the cart icon in the top-right corner to enter the shopping cart page.
      2. Find the product you want to cancel and click the Remove link below the quantity column.
      3. The page will refresh automatically after deletion.

      How to adjust the purchase quantity of products in the cart?

      1. Enter the shopping cart page via the top-right cart icon.
      2. Modify the number inside the quantity box next to the corresponding product.
      3. The subtotal and total amount will update automatically.

      Recommended browsers for accessing our website

      Google Chrome, Safari, Mozilla Firefox, Microsoft Edge

      Available payment methods

      We accept Visa, Mastercard, American Express, Discover, PayPal and Apple Pay.

      How to pay with PayPal?

      After adding all supplements to your cart and entering checkout, choose the PayPal option. You will be redirected to the official PayPal page. Please fill in your account information accurately to finish payment smoothly.

      How to redeem a discount code?

      1. Add products to cart and click the green Checkout button.
      2. Fill in your personal shipping information on the customer details page.
      3. Locate the discount input field on the upper right section of the page.
      4. Enter your coupon code and click Apply. Check the order breakdown to confirm the discount has taken effect.

      Return & Exchange Policy

      Please refer to our dedicated Return & Exchange Policy page for detailed terms. Our customer service team provides 24/7 online support and will reply to your inquiries promptly.

      Steps to apply for returns

      For return requirements and procedures, please contact us via email: service@bilivape.com

      Order Cancellation Rules

      Orders can be cancelled before 23:00 AEST (UTC+10) on the purchase day only. Cancellation applications submitted after this time will not be approved. Send your cancellation request to our customer service email.

      Is online ordering secure?

      Absolutely. We attach great importance to the security of your personal and payment data. Our server adopts standard SSL encryption protocol to encrypt all personal information and credit card data during transmission.

      Is it safe to pay by credit card on your website?

      We cooperate with professional certified payment gateways. All payment data is protected by AES-256 encryption technology to guarantee transaction safety.

      Will my personal information be disclosed?

      Your personal data is strictly confidential. We will never sell, rent or share your private information with third parties without your explicit consent, unless obligated by Australian laws.

      Nutritional Supplement Common Questions

      1. Are your dietary supplements genuine official Australian products? All goods are manufactured locally in Australia, regulated by the Australian TGA, and each batch is accompanied by complete official quality inspection reports.
      2. Can I take these supplements together with prescription medicines? Supplements may interact with pharmaceutical drugs. Please consult your doctor or licensed pharmacist before concurrent use.
      3. How long is the delivery time within Australia? Delivery takes 5–10 working days after your order is dispatched.
      4. Where can I check my tracking number? Once shipped, the logistics tracking number will be sent to your registered email address; you can also look it up within your personal account page.
      5. What if I receive products nearing expiry? We implement strict inventory turnover management and never ship short-dated supplements. If you receive nearly expired goods unexpectedly, please contact us immediately for solutions.