FAQS
Email:
hello@mirrabookaprotein.com
P.O. Box 308
Torquay VIC 3228
FAQs - General Information
I forget my account password, what should I do?
Click on the Login/Register link in the top right menu bar (the head icon for mobile users), then click "Lost your password?".
Then enter your email and click Reset Password.
A password reset email will be sent to you.
How do I apply for an account?
Simply fill out the application form on this page and tap send. We can approve and activate new retailers on the same day, within a few hours normally. Your business must be operational to be approved.
How does Mirrabooka Protein work?
Mirrabooka Protein is a
nutritional supplement.
Supplementing whey protein into your diet can assist with the development of lean muscle mass, muscle recovery, weight loss as part of a calorie controlled diet and regular immune support.
Will I need to lift weights?
You do not need to lift weights to supplement Mirrabooka Protein into your diet (although you can).
Mirrabooka protein will assist your muscle recovery from any kind of sport and exercise.
A single serving of Mirrabooka Protein contains <400kj, and is very low in fat and carbs, so it will not cause you to rapidly gain weight.
Will I need to buy any special equipment?
To consume Mirrabooka Protein all you need is a shaker bottle or a blender and 200ml of a beverage to mix it with.
Each container comes with a 30g single serving scoop just inside the cap.
Simply scoop one serving into your shaker bottle or blender, add your beverage of choice, and shake or blend.
Mirrabooka Protein tastes great with water, milk, skim milk and milk alternatives- coconut water, almond milk, soy milk etc.
Has my order been shipped yet?
We aim to ship all orders within 1 business day from the time of ordering.
When your order is shipped you will receive a shipping notification email from us with your tracking number.
I haven't received my item yet. What can I do?
You can track your order through the link provided in your shipping confirmation email.
If your order is on its way, please wait another 1-2 days.
If your shipment hasn't moved or updated for several days, there's a chance Australia Post might have misplaced it.
In this case please email us with your order number and we will follow it up for you.
How much does shipping cost?
We offer free standard Australian Shipping on all orders.
Express shipping is available for $10 for 400g-2.5kg size tubs.
We currently do not Express Ship 5kg tubs.
What is your B2B returns policy?
If you’re looking to return or exchange your order for whatever reason, we're here to help!
We offer free returns or exchanges within 21 days of receiving your order.
You can return your product for store credit, a different product, or a refund to the original payment method.
Are there any exceptions to the policy?
Please note the following exceptions to our B2B return and exchange policy:
Items discounted below wholesale are final and cannot be returned or exchanged.
Returned items must be unopened and be returned in resaleable condition
Returned items must have no visible signs of damage or tampering
How do I initiate a B2B return or exchange?
To initiate a return or exchange, please complete the following steps:
1. Email us at customercare@mirrabookaprotein.com
2. Tell us the products you wish to return or exchange from your order
3. We will email your prepaid return shipping label
4. Print your prepaid return shipping label that you will receive by email
5. Send all items back to us using the label provided
How long does it takes to receive your refund, exchanged product, or store credit?
We process wholesale refunds and store credit within 3-5 business days of receiving the returned items back into our warehouse and they have been inspected.
We send exchanged products ASAP after you email us (before we receive the returned items) to minimise the time you are without stock
Are there any return fees that I will need to pay?
No. We offer free returns or exchanges within 14 days of receiving your order.
We do not charge a restocking fee.
How do you handle lost or damaged returns?
In the event of products lost or damaged in transit, please complete the following steps:
1. Email us at customercare@mirrabookaprotein.com.
2. Tell us the products that are lost or damaged. Please include photos of any damaged cartons and products
3. We will send your replacement products
4. Please dispose of any damaged products- do not eat if seal is broken.
I have more questions, who can I contact?
You can reach out to us by emailing customercare@ mirrabookaprotein.com. One of our team will respond to you ASAP.
How do I get a wholesale account?
Please send us a message through the 'Ask A Question' form on this page and one of our representatives will be in touch with you shortly.
How do I get my wholesale pricing discount to work?
Please follow this process to purchase with your wholesale pricing discount:
1. Log in to your account (be sure to use the business email you linked to your account)
2. Click the Wholesale discount link provided in your Wholesale Welcome email. (It will open a new browser tab- that's fine, you will still be logged in)
3. Select your products
4. Proceed to the Checkout and see your discount has been applied.
Note: Wholesale discount is NOT displayed in the Shopping Cart- it is only displayed at the Checkout.
What does this checkout error message mean?
If you are ordering wholesale and receive this error message at the checkout:
"XXXXXX discount code isn’t valid for the items in your cart"
It means your total order value has not reached the minimum order value threshold for wholesale orders.
Please return to the Cart page and increase your Total Order Value until it reaches the wholesale minimum order value.
Then proceed again to the checkout.
Is whey protein safe for children under 16 years?
Although we only use the highest quality natural ingredients, Australian Food Standards require all whey protein products be labelled 'not recommended for children under 16 years'.
We recommend you consult your family health care physician for dietary advice for children.
Is whey protein safe for pregnant or breastfeeding women?
Although we only use the highest quality ingredients and we don't use any artificial ingredients, Australian Food Standards require all whey protein products be labelled 'not recommended for pregnant women'.
Whey protein is fine to consume while breastfeeding.
If you are pregnant or breastfeeding we recommend you consult your health care physician for dietary advice.
