FAQs

Frequently Asked Questions

Registering and activating your MyIntegria account

Q: Where is my numerical username derived from?
A: Your username is your existing Integria 'ship to' number associated with your Integria account. You will have a 'ship to' number for each Billing account you have currently registered on your Integria account.


Q: I have more than one shipping address on my Integria account, how do I place orders for each address in MyIntegria?
A: You can add additional delivery addresses either through the My Details page or during Check out and simply select the appropriate address for each purchase you make.


Q: How do I find out what my 'ship to' number is?
A: Your 'ship to' number appears on every Integria invoice. You can also call Customer Care on 1300 654 336 to find out your 'ship to' number or email enquiries@integria.com.


Q: Are there any implications on my existing Integria account by registering an account in MyIntegria?
A: By registering a MyIntegria account, you are simply creating an online link to your existing Integria account so you can place orders yourself any time anywhere. Your MyIntegria orders will go straight to our warehouse for earliest despatch.


Q: I completed the online account registration and I did not receive the activation link to my email, what should I do?
A: Check your junk mail to make sure the email did not go there. If this is not the case and all else fails, call 1300 654 336 or email enquiries@integria.com for help with activating your MyIntegria account.


Q: Do I have to register an account more than once?
A: No. You only have to register your account once. Your main Integria account covers all the shipping addresses linked to that account.  All you have to do is add the relevant shipping addresses to your online profile once activated.


Q: How do I log in after registering a Myintegria.com account
A: Follow the link from your account activation email or go straight to Myintegria.com and sign in by entering your username and the password provided.


Q: How do I register for MyIntegria?
A: Simply click on the "Apply For an Account" link at MyIntegria.com and follow the steps.


Q: Do I need separate log in details for all my staff?
A: Separate Accounts are preferable as you will be able to better track orders.


Q: What can I find on MyIntegria?
A: Along with an extensive range of over 1800 Natural Healthcare related products you will also be able to find Educational resources including research findings, Technical & Clinical information and Expert Opinions from Industry leaders. You will also find a calendar of events (Seminars and Webinars). We also have a Community Blog section to allow you to stay in touch with the latest news and trends from Industry experts and ask questions, add comments and participate in this community.


Q: What do I do if I have locked myself out of MyIntegria?
A:  Use the Password Reset function on the homepage.


Q: My password isn't working, what do I do?
A: Use the Password Reset function on the homepage.


Q: My shipping address has changed, how do I update this?
A:  Under the Manage My Account menu you can select My Details. Here you can update your address or add a secondary address as well as manage other account details.


Q: How can I change my password?
A: Use the Password Reset function on the homepage or if you are already logged in and want to change your password go to the Manage My Account menu, Select My Details and hit the Change Password button.


Q: I am a student studying naturopathy, can I register for MyIntegria?
A: Yes.

Placing Orders


Q: How do I start shopping?
A: Once you have signed in, begin shopping by using the search fields in the Product Finder section on the right hand side of the page. You can choose your favourite Integria products by using product codes, product names, selecting a Category, "Specials", or "New Products".


Q: What is the minimum order for free freight?
A: For orders placed in MyIntegria any order over $175 (ex GST) will be shipped "Freight Free".


Q: Do I have to click into My Cart every time I want to increase the quantity on a product?
A:  No, you can use the List View on the Product list page and modify the quantity there.
You can also modify quantity when on the product Details page prior to adding to your cart.


Q: Why is my shopping bag now called my shopping cart?
A:  The Term Shopping cart is more of an online standard and we want to align with more common terminology.


Q: What happens if I accidently click "back" on my internet page while I am in my shopping cart?
A:  Depending on the Browser you use you may have to restart the Check-out again. If you are not sure or do not understand any Browser error messages just call our Customer Care team.


Q: How do I complete a purchase?
A: Once you are satisfied that you have added all your favourite Integria products to your shopping cart,  you can click on "My Cart" at the top right of the page to proceed through the online checkout.


Q: Can I make changes to my order after I have added products to my cart?
A: Yes you cart will be saved and you can continue to add to it until you complete through the Check-Out pages. At this point the order is sent to us for processing and your cart will reset to empty.


Q: Do I have to pay for my order straight away?
A: If you already have a valid Integria Healthcare account you can choose to either add your purchase to this account for monthly settlement or you can choose to pay now using a valid Visa or Mastercard credit Card.


Q: I have a credit account with Integria, why does MyIntegria ask me to "Pay Now" whenever I do an order online?
A:  If you have a valid credit account with Integria Healthcare you can use this account or choose to pay by Credit Card...the choice is yours.


Q: What happens if a product I want is out of stock?
A: If a product is Out Of Stock at the time you are shopping then this will be clearly marked on the product on the site. In most cases you will also see a link to suggested substitute items that may suit your needs.


Q: Can I place orders on MyIntegria if I am travelling overseas?
A:  Yes but we can only deliver to Australian addresses.


Q: Can I send orders directly to my patients or directly to customers via MyIntegria?
A: Yes you can add additional delivery addresses either through the My Details page or during Check out.


Q: How can I browse through products I have previously ordered?
A: Yes you can see lists of Open Orders or previous orders in the Manage My Account section.


Q: Am I still able to phone, fax or email my orders to Integria after registering MyIntegria access?
A: Yes. Your friendly Customer Care team is always here to help. You can email your orders to orders@integria.com or call 1300 654 336 to speak with a Customer Care team member.
 

Q: Can I change my order after I have checked out?
A: Unfortunately, once an order has been processed, no changes can be made to that order, this includes adding items, removing items, changing quantities or pricing or amending the address. So please check your orders carefully.

 

Printing

Q: I used to be able to View as PDF & Print my Order once completed I can't anymore
A: We have limited the Print functions to help save on printing costs and made this information available in the My Orders and My Invoices Sections. You can look these up anytime you want.


Specials & Short Dated Stock

Q: How can I review any Specials or Short Dated Stock?
A: From the Products Menu you can click on the "Specials" option and this will allow you to see all Special at this time. If you then select the "Short Dated Stock" filter on the left of the page you can see all the Short Dated Stock specials. You can then add to cart or click on the product for more details.

 

Searching for Products

Q: What is the most effective way to search for a single product?
A: Use the Search by product function in the Product Finder. If you know the product code simply enter it here and hit GO. If you don't know the product code you can enter a short and unique part of the product name as it appears on the label or in the Integria catalogue and hit enter. In the results you should see the product you are looking for. You can also shop by Brand and Category via the Product Finder on the Homepage.


In the Product results listings you can also use the filters on the left hand side of the page to browse by category or brand. These will help you filter down the list to find the product or products you are after.


Q: Is the Product Search field case sensitive?
A: No.


Q: If after searching by brand and by product, I cannot find the product I am looking for, what should I conclude?
A: It is possible the product has been deleted. To be sure, you can contact Customer Care.


Q: Viewing Options?
A: You can choose to view any of the products selected by List or Grid format.

 

My Favourites

Q: What are my favourites?
A: 'My Favourites' are a custom favourites list for you to manage and use as a template for placing future orders.


Q: How can I add products to my favourites?
A: In the results of any product search you will notice a green Heart Icon with a plus sign. Simply click on this icon to add the product to your Favourites. You can add as many items as you like.
There is a "My Favourites" button at the top of every page to take you to your My Favourites page where you can review, modify and add items directly to your cart.


Q: How can I place an order using 'My Favourites'?
A: Once you have added products to 'My Favourites' click on 'My Favourites' at the top of the page. Each product will have a default order quantity of1. Add the quantity of any items you wish to order and click 'ADD To CART'. This will add all the items to your shopping cart where the quantity entered was 1 or more.


Q: Can I change the quantity ordered in the My Cart section?
A: Yes. Simply change the quantity using the + or - buttons and the quantity will update accordingly. You can also delete an item in the shopping bag by hitting the X icon next to the item.

 

Patient Ordering

Q: What are the "Patients that need actioning" notices on the My Patients & Actions Page?
A: These are Notifications or Reminders to help you understand if there are any outstanding actions for your patients, such as completing their registration, Ordering from a Prescription, or letting you know they have ordered the last repeat from the prescription and you may wish to top it up. The "Send Reminder" action will resent the appropriate email to prompt the Patient and help keep them on track with their plan.

Q: Why can't I see all the Practitioner Only products when I am creating a prescription for my patients?

A: Not all out Practitioner Only Products are available to prescribe to patients. Many such as the MediHerb Liquids require further formulation and therefore cannot be delivered directly to a Patient.
Chilled and Dangerous Goods have specific delivery requirements for residential delivery. We are working with our logistics partners to extend the range in future.

 

Q: If I have enabled my Patients to "Browse a range of retail products" via the Patient Settings page, can they access Practitioner Only products?

A: No, this only allows the Patients to browse a limited range of our retail products. The only Practitioner Only products the Patient can access are those prescribed by the practitioner and visible on the prescription page.

 

Q: What is the "Consult Mode On/Off" for?

A: The consult mode will allow a Practitioner to create a prescription for their patient in a shared screen environment. (where a patient is also looking at the Prescription screen). Clicking the Consult Mode to "On" will hide information that is confidential to the practitioner e.g. the wholesale price for products and rebate summaries.

 

Q: Is there a Free Freight threshold for Patient orders?

A: Yes, orders over $192.50 inc GST are shipped Freight Free anywhere in Australia. Orders under $192.50 inc GST will be shipped at a flat rate of $13.20 Australia wide.

 

Q: What are the delivery timeframes?

A: Orders will be processed and invoiced within 24 hours from either our Sydney or Perth warehouse. Delivery times may vary depending on the volume of customer orders received throughout the month, and can also be affected by seasonal periods and public holidays.

Expected Delivery times (business days):

Origin DC

Destination

Sydney

Perth

Sydney Metro

1

 

NSW Country

2-3

 

Canberra Metro

1

 

Melbourne Metro

1

 

Vic Country

2-3

 

Brisbane Metro

1

 

Qld Near Country

2-4

 

Qld Far Country

3-5

 

Far Nth Qld*

4-7

 

Adelaide Metro

2

 

SA Country

3-5

 

Perth Metro**

 

1

WA Country**

 

4-6

WA Country Far**

 

5-10

Tasmania Metro

4-5

 

Tasmania Remote*

5-7

 

Darwin City/Subs

5-6

 

Alice Springs

4-6

 

NT Other*

9-14

 

 

 

Q: What time of day can I expect the delivery?

A: All deliveries are undertaken by a variety of delivery drivers and may occur between 8:00am-6:00pm Monday to Friday. All deliveries require a signature at time of receipt. If you are not available during this time you will need to complete an authority to leaveform.

AUTHORITY TO LEAVE

You must complete an authority to leave form (available from our Customer Care team) if no-one will be available to accept delivery of your order between 8am-6pm Monday to Friday. This form will allow you to nominate a nearby address or a nominated place where your delivery can be left without a signature. 

Please note: Integria Healthcare is not responsible for any loss, damage or theft resulting from goods being left unattended at or near your premises.

 

Q: What methods of payment are available in MyPatient Ordering

A: We accept payment by Visa and Mastercard

 

Q: Do you store my Credit Card details when I use them on the website?

A: No, we do not store your credit card details. We use SecurePay (part of Australia Post) to securely process all online payments. More information available at: www.securepay.com.au

Technical Support

Q: What browsers are supported by MyIntegria website?
A: The website is best experienced on the following browsers (same versions for desktop, tablet, mobile):

  • Safari Version 7.0.6 (9537.78.2) and later
  • Chrome Version 37.0.2062.103 m and later
  • Firefox 32.0 and later
  • IE9 and later, with degraded experience for IE8

 

 

Top brands

  • MediHerb
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