FAQS

Payment Methods & Currencies

What payment method can I use?

The Grenade Australia Website accepts many forms of payment methods. These include: Visa, Visa Debit, Visa Electron, Mastercard and Paypal. Cards will be charged when the order is placed.

What currencies can I pay in?

Australian Dollar (AUD$)

Product Questions

Are any of your products Vegetarian or Vegan?

Grenade has several products approved by The Vegetarian Society, please check out our product pages for further information!

What is the source of your gelatine?

A select number of Grenade products contain gelatine which is derived from a bovine source (cattle), these are listed below:

- All Australian Ranged Carb Killa Bars

Can I consume your products if tested at work for doping?

Informed-Sport is a global quality assurance program. The program certifies that every batch of a supplement product and/or raw material that bears the Informed-Sport logo has been tested for banned substances by LGC's world-class sports anti-doping laboratory.

We have a number of products on this programme and you can check us out on Informed-Sport’s website here – www.informed-sport.com/supplement-search/brand/grenade

Which products contain nuts/peanuts?

This information is clearly stated within the ingredient’s listings on product pages and on packaging.

However, in terms of the Carb Killa bars, please AVOID Peanut Nutter, Cookie Dough and White Chocolate Salted Peanut flavours if you are allergic, as they all contain peanuts.

Please note that several of our products are made in a facility which handles peanuts, nuts and other allergens therefore please consult the specific product allergy information.

Is your Palm Oil sustainable?

For all of the Grenade products using palm oil, we ensure that the ingredient is sustainably sourced. All palm oil used in Grenade products is certified as sustainable by the Roundtable of Sustainable Palm Oil (RSPO).

Discount / Coupon Codes

I forgot to use my discount code, what can I do?

Unfortunately, we are unable to part-refund orders once they are processed.

Special Offers / Coupon Codes

At certain times, Grenade® may promote special offers / bundle packages. Please note, Grenade® coupon codes WILL NOT BE VALID for these offers / packages.

Australian Delivery Information

Aus Delivery

At Grenade® we pride ourselves on our service times from order to delivery.

Delivery on all Aus orders over $125 is free, any orders below $125 will be charged a $15 flat rate.

For metro areas in NSW, QLD and VIC please allow 3 business days for standard delivery. For all other area, please allow up to 5 business days for standard delivery. For orders placed after 10am Friday or over the weekend, your items will be dispatched on the following Monday.

*** Please be aware that with certain promotions, events or when we launch new products there may be a delay on delivery due to increased demand ***

Can my shipping address be different to my billing address?

Yes, we can send your order to an alternate address. We will also need the cardholders billing address for security checks, but the order will be shipped to the address that you enter in the delivery details section of the checkout form.

Please be aware that we cannot guarantee that once your order is placed the shipping address can be changed.

Where is my order?

If you are an Australian customer and have not received your order within the estimated time frame above, please get in touch by emailing info@epikbrands.com.au or calling 1300 181 640

How can I cancel my order?

Address change:

We are unable to change an address or details once your order is confirmed.

Cancelling an order:

We are unable to cancel an order once it has been confirmed. We can offer a refund pending return of unopened order.

Returns

Returning Food and Nutrition items

Unfortunately, as all of our consumable products are perishable, these items cannot be returned to us unless faulty.

If you want to chat through an order you have recently placed please contact us on info@epikbrands.com.au or call 1300 181 640.

Faulty items

Unsatisfactory quality, not fit for purpose or not as described products are deemed as faulty. If you have received a faulty item, please send us the following information to info@epikbrands.com.au

- Your full order number

- Product name

- Photographs that show:

The fault as clearly as possible, the whole product and the Grenade logo / label

Please don’t send your faulty item back to us until you have been on touch with us.

What isn't eligible for return?

Sealed goods (including cartons) which are not suitable for return due to health protection, if the goods become unsealed after delivery.

Goods likely to expire rapidly (sold to you as short dated stock).

Non complete items i.e. boxes of bars with the full sealed box not being returned.

Grenade Wear returns

Products must be returned within 28 days of delivery and must be unworn and unwashed with all tags still attached.

Refunds are processed to the original payment method and orders placed separately cannot be returned as one. Combining orders will slow down the refund process.

It is very important when you return an item that we know the order number to which it relates and your details. Without these details we won't be able to process your refund.

Please keep hold of your proof of postage until a refund has been processed.

The refund is for the goods and the original delivery cost, not for the cost of sending the goods back.

Exchanges

You may request an exchange instead of a refund provided you meet the same requirements.

How long will it take to receive my refund?

Please allow 7-10 working days from receipt of your goods at our warehouse for the return to be processed. You will receive a confirmation email once your return has been processed with a refund receipt.

Free gift returns

We are unable to accept any returns or exchanges on free gifts.