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Help & FAQ

Where is my order?

As soon as we ship your order, you should be sent an email with your tracking number, which you can use to follow your order.
If you have not received this, or there seems to be a problem with the delivery, please contact us as soon as possible so we can follow it up for you.

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

Where is my order confirmation?

We send out an email with your order confirmation as soon as you place the order, please check your junk/spam folder in your emails if you do not recieve this. Another email is sent out when the tracking number is uploaded to your order.

Which product is right for me?

Everybody is different, and what is right for you depends on your needs. For guidance and more information on which product to use, take our quiz here.

Are there any side effects from using NRT?

Most people do not experience any side effects or problems when using the NRT products we sell. However, side-effects of nausea, dizziness, dry mouth, diarrhea, nervousness or restlessness, headache, vivid dreams or other sleep disturbances, and irritability, can occur.

Should you experience any of the following side effects, immediately stop using the NRT product and call your doctor:

  • Severe skin irritation or discoloration
  • Irregular heartbeats or palpitations
  • Severe chest pain or tightening
  • Symptoms of nicotine overdose, such as pallor (extreme paleness), cold sweat, nausea, abnormal salivation, vomiting, abdominal pain or severe headache, disturbed hearing or vision, dizziness, mental confusion or weakness.

Always read the full instructions included in the box.

Can my order be sent to a PO box or parcel locker?

No, at this time we cannot post to PO Boxes or Parcel lockers. We are working on this with our Postal provider and will hopefully have a solution very soon.

I received an email from the courier saying my order was delivered, but I haven’t received it.

If no one is home at the time of delivery, then the driver may leave the parcel in an area they deem safe to leave it. If this happens your parcel will be noted as ‘Delivered’.

So please check around your address to see if it has been left somewhere for you. Places to check are in the letterbox, around the front of your home – especially behind bins/pot plants/fences and under doormats!

If there is no sign of your parcel please also check in with your body corporate/building management, your housemates and even your neighbors who may have collected this for you for safekeeping.

Once you have scoped out all possible delivery locations and still have no luck in finding your parcel, please contact us so we can investigate this further. Please don’t panic, we’ll make sure your order is located one way or another!

The tracking doesn’t show any tracking events?

Until your parcel has been sorted and scanned into a USPS facility, there won’t be any tracking events for you to check on. But don’t you worry, your tracking ID indicates that your parcel has been dispatched from one of our fulfilment centers and has started making its way to you! You’ll just need to give the tracking some time to update overnight or once it’s scanned as out for delivery!

How long will it take to process my return?

Once your item has been returned to us, we aim to process all returns within 1-2 working days. If you haven’t heard anything from us in this time – please contact us.

Payment options

We use Stripe to manage our payments, so you have the confidence of a secure payment provider. You can pay by debit or credit card with Stripe.

How do I redeem a unique discount code?

Once you have added items to your cart on the product page, proceed through to cart (Found in the top right hand side of the screen). Once you are in your cart – you will see a box labelled ‘Coupon Code’ – please put your code in here and it will adjust your purchase price accordingly before heading to checkout.

When will this item be restocked?

We always strive to keep our products in stock and ready to be shipped to you. But occasionally this is impossible –often due to carrier, logistic, and US Custom delays. But sometimes it is because of shortages in the supply of that product.

Our aim is to restock our products on a daily basis. And always keep items in-stock. But at times supply may be limited. If something you like to buy appears to be out-of-stock, please contact us.

Why should I buy from you instead of Amazon or eBay?

Some people would prefer to buy from us on sites like Amazon and eBay, as they feel more comfortable with the protections they offer.  And we understand that.

We are committed to our customers and have been for 50 years. But we appreciate you may not know us at all.

However, when you purchase via Stripe they provide buyer protection if there is a problem. You may also find that your credit card provider offers similar protection.

How do I manage my subscription?

Your subscriptions can be managed from your account but for full instructions on how to manage your subsciption please visit Subscribe and Save with Kea Health here.