FREQUENTLY ASKED QUESTIONS

How to gain access to Abbott Staff Shop?

What shipping options are avaliable?

What forms of payment do you accept?

Which cards can you use on AbbottStaffShop.com?

Do you accept credit/debit cards from outside Australia?

How can I tell if the item I want is in stock or on back order?

What if my shipping and billing address are different?

How far from their expiration date can you guarantee my products will be when they arrive?

I ordered a product and had it shipped to an incorrect address. Can I stop the shipment?

Can I change an order once it is placed?

When do you actually charge someone’s credit/debit card for an order? (Upon order or upon shipment?)

What if my credit card was declined?

How do I return a product?

As an Abbott or DHL employee is there a limit to how many purchases I can make?

Why don't I see my credit card number(s) in my account?

Some Additional Helpful Information

HOW TO GAIN ACCESS TO ABBOTT STAFF SHOP?

First week of each month any new or existing staff members (Customers) whom have consented to gain access to AbbottStaffShop will be granted access to the portal following supply of details by both Abbott and DHL’s HR teams.

This is an automated process and will only take place once a month.

Abbott and DHL employees will receive their login details to their work email address.  The first time accessing the portal, employees will be prompted to change their password. 

Back to top

WHAT SHIPPING OPTIONS ARE AVALIABLE?

Abbott Employees Based in Australia

Home Delivery

Abbott Employees are able to avail a $10 flat delivery fee Australia wide if they choose to have product shipped to their and their immediate families homes (e.g. parents, siblings, children etc.). 

One delivery address is allowed per order so if you plan to have product sent to family member (s), please place separate order (s). Please note physical address is needed – we do not ship to PO BOX 

*Please note total order limit is capped at $250 per employee per month excluding GST and delivery. 

DHL Employees Based in Australia

DHL Staff have the option to select Home Delivery only with nominated flat fee +GST based on State** in which product is being shipped to their or their immediate families homes (e.g. parents, siblings, children etc.). 

One delivery address is allowed per order so if you plan to have product sent to family member (s), please place separate order (s). Please note physical is address needed – we do not ship to PO BOX 

*Please note total order limit is capped at $250 per employee per month excluding GST and delivery. 

** DHL Staff Delivery Fees as follows:

New South Wales - $10 +GST

Victoria / South Australia - $12 +GST

Queensland - $13 +GST

Western Australia / Tasmania - $22 +GST

Northern Territory - $25 +GST

Back to top

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

AbbottStaffShop.com.au accepts only credit cards as the form of payment.

Back to top

WHICH CARDS CAN YOU USE ON ABBOTTSTAFFSHOP.COM?

We accept the following credit cards (and other types of cards) as payment for your orders:

• Visa
• MasterCard
• American Express

Back to top

DO YOU ACCEPT CREDIT/DEBIT CARDS FROM OUTSIDE AUSTRALIA?

Only credit/debit cards that are issued from financial institutions located in Australia will be accepted as forms of payment.

Back to top

HOW CAN I TELL IF THE ITEM I WANT IS IN STOCK OR ON BACK ORDER?

Only products with stock allocation will be displayed on the site – there will be no back order offered.

Back to top

WHAT IF MY SHIPPING AND BILLING ADDRESS ARE DIFFERENT?

You may use different shipping and billing addresses, as long as the default address on your account is the same as the billing address on your credit card.

Back to top

HOW FAR FROM THEIR EXPIRATION DATE CAN YOU GUARANTEE MY PRODUCTS WILL BE WHEN THEY ARRIVE?

As a rule, most products shipped through AbbottStaffShop.com.au have a minimum two months or more remaining in their shelf life.

If you have chosen a reduced priced product which has been clearly marked and discounted with an “Under 42 days Product Expiry” notification - this will have under 42 days expiry with a minimum of 15 days expiry left on the product when dispatched. 

Be aware there are no refunds for incorrect ordering and purchaser acknowledges the reduced rate of “Under 42 Day Expiry Product” reflects the short shelf life of the product – please only order what you know can be consumed prior to product expiring. 

Abbott takes no responsibility for expiring goods and the consumption of any goods post expiry date. 

Back to top

I ORDERED A PRODUCT AND HAD IT SHIPPED TO AN INCORRECT ADDRESS. CAN I STOP THE SHIPMENT?

Most orders you place on AbbottStaffShop.com.au enter the shipping process very quickly to ensure prompt delivery. Unfortunately, orders already in the shipping process cannot be modified. 

Back to top

CAN I CHANGE AN ORDER ONCE IT IS PLACED?

All orders are final and cannot be changed once placed.  Total order will be displayed on screen for review prior to proceeding to payment gateway.  Please ensure you review your order before confirming payment.

Back to top

WHEN DO YOU ACTUALLY CHARGE SOMEONES CREDIT/DEBIT CARD FOR AN ORDER? (UPON ORDER OR UPON SHIPMENT?)

When you place an order with a credit/debit card on AbbottStaffShop.com.au, it is an automatic process with payment being taken straight away. By processing payment this provides confirmation for our logistics partner DHL to facilitate the shipping process.

Back to top

WHAT IF MY CREDIT CARD WAS DECLINED?

To protect your security and privacy, your financial institution cannot provide Abbott Nutrition with information about why your payment was declined. Because of this, you most likely will need to contact your financial institution directly to solve most payment issues.

Back to top

HOW DO I RETURN A PRODUCT?

Please note AbbottStaffShop.com.au does not offer refunds or returns for any purchases.  Be aware there are no refunds for incorrect ordering and purchaser acknowledges any order placed is final.  Please ensure you review your purchase prior to confirming payment. 

The only two exception will be if incorrect product was delivered, or product received was damaged during transport.  Team will then arrange for replacement of order. 

Please contact Abbott Nutrition Customer Service Team at NutritionANZ@abbott.com if you require further clarification. 

Back to top

AS AN ABBOTT OR DHL EMPLOYEE, IS THERE A LIMIT TO HOW MANY PURCHASES I CAN MAKE?

Abbott and DHL employee purchases can be repeated four times, ten times, twenty times or more as long as they do not exceed $250 within a given monthly 30-day window. The $250 limit does not include GST or delivery charges. Please Note: The products purchased at the employee discount are for use by eligible Abbott and DHL Employees and your immediate family only.

• The products are for use by the employee their children, parents, grandparents, siblings, grandchildren or the stepchildren of the employee.
• The products purchased at the employee discount must be purchased by the employee linked to an active company email id. 
• Products purchased by Employee are not to be resold or traded for cash.
• Employee purchases are limited to $250 in a 30 day monthly period.
• These terms, conditions, and discounts may be modified or discontinued at any time.
• Violations of these terms and conditions may result in removal of your discount and additional actions as determined by Human Resources and the Abbott Office of Ethics and Compliance.  

Please understand that as an Abbott or DHL employee, you are not eligible for any promotions or further discounts you see on the Abbott Staff Shop site given the significant price discounts all Australian based Abbott and DHL employees already receive through this program.

Back to top

WHY DON’T I SEE MY CREDIT CARD NUMBER(S) IN MY ACCOUNT?

AbbottStaffShop.com.au does not store or retain any credit card details on the portal due to security. 

Back to top

SOME ADDITIONAL HELPFUL INFORMATION

AbbottStaffShop.com.au Customer Service can help you:

• Verify if your payment  has gone through successfully
• Facilitate confirming with your departments on employee account status

Contact your financial institution to resolve payment issues even if:

• You have successfully used the payment method on a previous order.
• You have funds available in your financial institution or credit account to cover the order cost.

Here are steps you can take to resolve payment issues:

• Contact your financial institution about payment security policies. Your financial institution may flag any unexpected activity on your account. This includes first time orders and high value purchases, regardless of the amount of funds available (or credit limit). Your financial institution may require your verbal authorisation to proceed with a transaction.
• Contact your financial institution about daily withdrawal or purchase limits. Most financial institutions have limits on how much money can be charged or accessed in a single day. If you exceed this daily amount, your financial institution may block your account from any further activity regardless of available funds in the account. Your financial institution may require you to request a higher purchase limit to complete the transaction.
• Contact your financial institution about payment authorisations and reserved funds. If your payment is declined due to lack of available funds, contact your financial institution to confirm if the reserved funds are authorisations, verify the amount of time they hold authorisations, and request that they remove any extra authorisations to free up funds in your account.
• Verify the payment information entered on your order. Did your billing address change recently or did you get a new card with a new expiration date? If you entered a new payment method, make sure you entered the number and other information correctly. Visit the Payment Details section of the Order Summary page when you checkout to update the payment information on an open order.

Back to top