Contents

  1. What is the subscription functionality?

  2. Where can I find it?

  3. How does it work

  4. How flexible are my options?

  5. Can I split my subscription order into more than one delivery?

  6. How secure is my payment?

  7. Is it safe to save my credit cards?

  8. Why do I need to create an account to use the subscription functionally?

  9. Why do I need an email address?

  10. When will I be reminded about an order?

  11. What if I change my mind?

  12. What’s the difference between pausing and canceling my scheduled order?

  13. If my subscription order is paused or cancelled, is my credit card still stored?

  14. What if I need to change one item on my subscription order?

  15. Will I be charged more for delivery of my subscription order?

  16. Can Nutricia set my subscription order up for me?

  17. What is the difference between the subscription functionality and re-ordering?

  18. What notifications/emails will I receive?

What is the subscription functionality?

The subscription functionality allows customers to set up an automatic and scheduled delivery of their chosen products at frequency of their choice. We do this by passing your credit card details to our secure Adyen Payment Gateway, where a token is created and stored. Your card details are not stored by either Nutricia or Adyen. This token creation ensures your orders can be processed automatically, securely and seamlessly


Where can I find it?

In the product page, there will be an option called “Select frequency of delivery”. Clicking on the drop down will let customers choose a one-off delivery or a scheduled delivery.


How does it work

Once you have selected your item and the frequency of delivery, please proceed to the shopping card, and follow the usual process. Once the payment has been accepted, the delivery will automatically be delivered on that date.


How flexible are my options?

Your subscription order can be set at any of the following frequencies:

  • “Every 3 weeks”
  • “Every 4 weeks”
  • “Every 5 weeks”
  • “Every 6 weeks”
  • “Every 7 weeks”
  • “Every 8 weeks”
  • “Every 9 weeks”
  • “Every 10 weeks”

Can I split my subscription order into more than one delivery?

Yes you can however, you may then be charged for 2 deliveries depending on the amount of items in each order.


How secure is my payment?

We use the Adyen Payment Gateway to securely process all NutriciaStore payments. This payment gateway is one of the leading gateways for online transactions and other clients who use it include eBay, Microsoft, Uber, Spotify and Groupon. More information can be found here - https://www.adyen.com/unified-commerce


Is it safe to save my credit cards?

Nutricia recognizes the importance of, and is committed to, managing any personal information (including payment information or health information) that we collect in compliance with all applicable laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles. For more details on the we manage and protect your information, please view our privacy policy here. Your credit card details are stored as a token on the same payment gateway used to process payments, Adyen Payment Gateway (as above). We also use the same level of site security as banks to protect the data. Your credit card details are encrypted at all times and we are unable to access your credit card details even when you choose to store them on your NutriciaStore account.


Why do I need to create an account to use the subscription functionally?

You need an account as your credit card details are stored against your NutriciaStore account along with your other details – Name, Address, Phone number, Email, etc. Please note that your credit card details are encrypted, a token created and this token passed to the Adyen Payment Gateway. This ensures that and we cannot access your credit card details even when they are stored on your NutriciaStore account. Your credit card details are stored via a token on the Adyen Payment Gateway server as detailed above in order to seamlessly process your order when it is due.


Why do I need an email address?

All reminders and updates will be sent to the email address listed under your NutriciaStore account.


When will I be reminded about an order?

As soon as you set up your subscription order, you will get a confirmation email with the details of your order.

You will also be sent a reminder email about your order 5 working days before your next order is due to be processed.


What if I change my mind?

You can pause or cancel your order 24 hours before your next order is due to be processed. To make a change, you will need to:

  • 1) Login to NutriciaStore
  • 2) Go to “My account”
  • 3) Click on “My Subscriptions”
  • 4) Click on the order you wish to edit and then
  • 5) “Pause” (blue box in second image) or “Cancel” (red box in second image).

What’s the difference between pausing and canceling my scheduled order?

If you “pause” a subscription order, your orders will no longer automatically be processed and your credit card will not be charged. You can however, go back into your account and reactivate the subscription order (green box in screenshot below). Once you do this, the order will be processed on the date of your next scheduled order.

If you “cancel” an order (red box in screenshot above), your order can no longer be reactivated and you will need to set up an entirely new subscription order.


If my subscription order is paused or cancelled, is my credit card still stored?

If you “pause” or “cancel” a subscription order, your details are still stored although your card will not be charged. This ensures that if you do want to restart a paused subscription order or set up a new one, the process is easy.


What if I need to change one item on my subscription order?

You cannot edit items in a subscription order. If you wish to make changes to it, you will need to cancel the original subscription order and create a new one.


Will I be charged more for delivery of my subscription order?

Your delivery cost remains the same, ie, if you buy more than one carton, you will not be charged delivery.


Can Nutricia set my subscription order up for me?

Yes. You can call our Customer Support Team on 1800 319 420 for help in setting up your subscription order.


What is the difference between the subscription functionality and re-ordering?

If click on “reorder” (red box in screenshot below), your order is immediately processed however, it is a one off, manual order using the credit card details saved in your account.

If you set up a subscription order, once set up, it will automatically process on the scheduled dates without any input needed from yourself.


What notifications/emails will I receive?

You will receive a confirmation email as soon as your subscription order is set up and a reminder email, 5 days before your order is due to be processed.