QA on orders and stock availability


We are currently experiencing a large influx of orders and inquiries from our BuyNatural community concerning the Coronavirus (Covid-19). We would like to assure you that we doing our best to service the needs of all our customers and try to get as many products and orders out each day. Most orders without hand sanitisers are being dispatched daily. Orders containing hand sanitiser are experiencing delays of 7-14 days.

We are working closely with our valued Merchants to ensure minimal delays in stock availability however they too are in unprecedented times and delays are inevitable.

Please find below some answers to common questions we are getting for your information.

Are you still open?
Yes! We are open and trading as usual however you may experience some delays depending on what products you are looking to purchase.

We are considered an essential service and will be open as usual. Some of the team are working remotely.

Why can I not pick up my order from your Chatswood office anymore?
In the interest of the health & safety of our team and to ensure couriers can pick up orders with ease, we have temporarily suspended the option to pick up orders from our Chatswood location.

Please refer to our Shipping & Delivery page for other delivery alternatives.

Can I add or remove an item from my order once it has been submitted?
As we are experiencing a significant increase in order volume, to maintain momentum and get orders out the door quickly, we are unable to process additions or remove items at this time. Please take the time to ensure your order is correct before submitting.

I live interstate, will I be able to get my order with state borders closed?
On Sunday 22nd March it was announced that many states will be closing down many non-essential services over the following 48 hours. The most recent advise we have received is that supermarkets, freight and logistics and home delivery services are among those deemed as “essential” therefore orders will still be allowed to be freighted to you across borders.

How long will it take to get my order?
Due to a very large influx of orders, we are currently experienced delays of 7-14 days to get some orders containing Hand Sanitiser out of the warehouse. We are running extra shifts each day to get as many orders as possible out to our customers. Our courier companies are experiencing a high volumes of parcels and some delays from them may also be experienced.

Do I have to sign for my delivery or how do I request ATL?
All orders from BuyNatural automatically come with an authority to leave, so no contact is necessary when receiving your orders.

How do I track my order?
You can login to your “my account” on the website to check the status of your order. You will receive an automated email from our system when the order has been dispatched to allow you to track your order. We appreciate that you may be concerned about the delay in your order however please resist emailing us for an order update unless it has been more than 7 days since your order was placed.

Why hasn’t my order arrived yet?
We are currently experiencing a significant increase in orders which means it is taking us a little longer to dispatch orders. 

We know it can be frustrating or concerning when your order does not arrive within the usual delivery window. To help get orders out as quickly as possible, we have put additional resources in place, including extending warehouse working hours and increasing the number of staff.

Why am I not able to get through to you on the phone?
Most of our customer service team are working remotely so we are not able to accept phone calls. If you need to talk to a staff member please email your question to [email protected] and we will get back to you as soon as possible. Please note that dues to the high volume of inquiries we are getting the will be some delay so please check out our Facebook page (@BuyNaturalAU) for information and announcements.

Why haven’t I heard back from the BuyNatural Customer Service Team?
We are currently experiencing an unprecedented amount of calls, emails and social media messages. Our team is working hard to help all of our customers as quickly as possible. We do recommend an email to [email protected] as the best point of contact. Please be assured we will respond to your inquiry as soon as we can. 

When is the Tri Nature Hand Sanitiser back in stock?
Unfortunately, Tri Nature is being impacted by lack of bottles, ingredients and labels but has committed to sending us stock every few days until we can complete all back orders. We expect to be caught up on TriNature Hand Sanitiser orders by the end of March 2020.

When is this product expected to come back in stock?
We are working closely with our valuable suppliers and increasing our production hours to get products back in stock. We have experienced unusual demand for many products which unfortunately has depleted our stock of many popular products.

Supply chains are being disrupted all over the world and we are experiencing longer than normal lead times however we do have many products arriving every day. We have hand sanitiser, hand wash, and eco cleaners arriving over the next few weeks and much more on its way after that!

We do sincerely apologise for the inconvenience and we encourage you to use the Notify Me feature on our website to receive an email notification the moment an item becomes available again.