Frequently Asked Questions
Registering and activating your MyIntegria account
Q: Where is my numerical username derived
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
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
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 firstname.lastname@example.org.
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
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 email@example.com for
help with activating your MyIntegria account.
Q: Do I have to register an account more than
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
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
A: Separate Accounts are preferable as you will be able to better
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
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
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
Q: I am a student studying naturopathy, can I register for
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
Q: What is the minimum order for free
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
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
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
Q: Do I have to pay for my order straight
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
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
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
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
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 firstname.lastname@example.org or call
1300 654 336 to speak with a Customer Care team member.
Q: Can I change my order after I have checked
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.
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
Specials & Short Dated Stock
Q: How can I review any Specials or Short Dated
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
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
Q: If after searching by brand and by product, I cannot
find the product I am looking for, what should I
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
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
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
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
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.
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
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
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
Expected Delivery times (business days):
Qld Near Country
Qld Far Country
Far Nth Qld*
WA Country Far**
Q: What time of day can I expect the
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
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
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
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
Q: What browsers are supported by MyIntegria
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