FAQs
Customer Care details
Q: How can I contact Customer Care?
A: You can contact Customer Care on 0800 553 556 (Option 1) or by email at enquiries@integria.com.
You can also get in touch by filling out our Contact Us form.
Q: When can I contact Customer Care?
A: The hours of operation for the Customer Care team stated below are New Zealand Standard Time (NZT):
A: You can contact Customer Care on 0800 553 556 (Option 1) or by email at enquiries@integria.com.
You can also get in touch by filling out our Contact Us form.
Q: When can I contact Customer Care?
A: The hours of operation for the Customer Care team stated below are New Zealand Standard Time (NZT):
- 9:00am - 5:00pm Monday to Friday
Registering & activating your MyIntegria account
Q: How do I login to MyIntegria?
A: Login to MyIntegria will now be done via an email address username. This email address is the one registered to your customer account with Integria Healthcare.Q: Who can I contact if I am unable to login to MyIntegria?
A: For any help logging into the site please contact Accounts Receivable on 0800 553 556 or email us at arnz@integria.com.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 during checkout and simply select the appropriate address for each purchase you make.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 dispatch.Q: I completed the online account application form and I did not receive the activation link to my email, what should I do?
A: Processing account applications can take up to 48 hours. If you have not received an email after this time, check your junk mail to make sure the email did not go there. If you cannot find any email, please call Accounts Receivable on 0800 553 556 or email arnz@integria.com for help.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 at checkout, which will update your customer file and be saved as an option for future transactions.Q: My shipping address has changed, how do I update this?
A: New shipping addresses can be added to your account at checkout. These will update your customer file and be saved as an option for future transactions. If you’re looking to change your business address details, please call Accounts Receivable on 0800 553 556 or email arnz@integria.com for help.Q: How do I update my business address details?
A: To update your business address, please call Accounts Receivable on 0800 553 556 or email arnz@integria.com for help.Q: How do I login after registering a Myintegria account?
A: Follow the link from your account activation email or go straight to nz.my.integria.com and sign in by entering your username and the password provided.Q: How do I register for MyIntegria?
A: Simply go to nz.my.integria.com and click on the REGISTER link in the top navigation menu. This will take you to an account application form to download by clicking on the option in the top right corner. Email the completed form back to arnz@integria.com. Please note applications can take up to 5 business days to complete.Q: Can I create separate login details for all my staff?
A: Yes, you will need to contact Accounts Receivable on 0800 553 556 or email arnz@integria.com for assistance with this.Q: What do I do if I have locked myself out of MyIntegria?
A: For any help logging into the site, please contact Accounts Receivable on 0800 553 556 or email us at arnz@integria.comQ: My password isn't working, what do I do?
A: Use the Password Reset function on the login page. Make sure you enter your email username to reset your password. For any additional help logging into the site, please contact Accounts Receivable on 0800 553 556 or email us at arnz@integria.comQ: How can I change my password?
A: Use the Password Reset function on the login page, or, if you are already logged in and want to change your password go to your My Account dashboard and select the ‘Change password’ link at the bottom of the page.Placing an order
Q: How do I start shopping?
A: Once you have signed in, begin shopping by using the search bar and menu items at the top of the page. Using the search bar, you can search for what you’re looking for via name, ingredient, keyword, product code or brand. You can use the menu items to browse by brand, category, what’s new, special offers, dose type and dietary requirements.Q: What is the minimum order for free freight?
A: All orders in excess of $200 ex GST will be dispatched freight free, orders under $200 ex GST willattract a freight and administration charge of:
DESTINATION | FREIGHT CHARGE EX GST |
Auckland | $15.00 |
North Island | $15.00 |
South Island | $15.00 |
Q: Do I have to click into the shopping cart every time I want to increase the quantity on a product?
A: No, you can increase cart quantity by adding more items to your cart on either the product listing or product details page.Q: What happens if I accidentally 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 checkout again. If you are not sure or do not understand any browser error messages, please call our Customer Care team on 0800 553 556 or email us at ordersnz@integria.comQ: 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 your shopping 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 checkout 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 have a credit account with us, you can choose to add your purchase to this account and payment will fall due in line with your account terms or you can choose to pay immediately using a valid Visa or Mastercard. If the credit card option is the only payment method that displays at checkout, then you will need to pay for your order before we will dispatch it from our warehouse.Q: How can I use multiple coupon codes for an order?
A: Currently, you can only process one coupon code per order. For assistance with placing orders which require more than one coupon code, please call our Customer Care team on 0800 553 556 or email us at ordersnz@integria.comQ: How can I reorder a previous order?
A: You can easily reorder a previous order by clicking the ‘Reorder’ button on any previous purchase in the My orders section of your My Account dashboard. Please note that this will replace all items in your basket with the items from that order.Q: How can I pay invoices and offset credit notes online?
A: Go to your My Account dashboard and click on ‘Pay Invoices’. Here you can pay multiple invoices and offset your credit notes. If you want to pay your invoices online, these must be paid via credit card. To pay via an alternate method, please call Accounts Receivable on 0800 553 556 or email arnz@integria.comPlease note, if you do not have any invoices to pay or credit notes to use, the checkbox option won’t be available.
Q: How can I pay multiple invoices online?
A: Go to your My Account dashboard and click on ‘Pay Invoices’. Here you can pay multiple invoices by ticking the checkboxes next to each invoice and credit note line and click ‘Submit’. If you want to pay your invoices online, these must be paid via credit card. To pay via an alternate method, please call Accounts Receivable on 0800 553 556 or email arnz@integria.comPlease note, if you do not have any invoices to pay or credit notes to use, the checkbox option won’t be available.
Q: What happens if a product I want is out of stock?
A: If a product is out of stock, a Notify Me button will become available on the product page. To be notified, select this button to confirm your registered customer email address and then select Notify Me again. An email notification will be sent to you when the product is back in stock.For any additional help with back in stock items contact your Sales Account Manager or call our Customer Care team on 0800 553 556 or email us at ordersnz@integria.com
Q: How can I be notified of when products are back in stock?
A: If a product is out of stock, a Notify Me button will become available on the product page. To be notified, select this button to confirm your registered customer email address and then select Notify Me again. An email notification will be sent to you when the product is back in stock.For any additional help with back in stock items contact your Sales Account Manager or call our Customer Care team on 0800 553 556 or email us at ordersnz@integria.com
Q: Can I place orders on MyIntegria if I am travelling overseas?
A: Yes, but we can only deliver to New Zealand addresses.Q: How can I browse through products I have previously ordered?
A: Head to My Account and select the My Orders menu. You will be able to view all open and previous orders.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 ordersnz@integria.com or call 0800 553 556 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.Q: What does it mean that I can track all invoices in one place?
A: Our new system means you can see all Integria orders and invoices that have been processed via online, email or telephone in your My Account dashboard for transactions from 1 September 2020.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 eWay to securely process all online payments. More information available at: www.eway.ioSpecial Promotions & Short-Dated Stock
Q: How can I review any specials or short-dated stock?
A: From the Shop menu you can click on the "Specials" option and this will allow you to see all specials at this time.Please contact your Sales Account Manager if you would like to purchase "Short-Dated Stock".
Searching for products
Q: What is the most effective way to search for a single product?
A: You can search what you’re looking for via name, ingredient, keyword, product code or brand in the search bar. You can use the menu items to browse by brand, category, what’s new, dose type and dietary requirements.In the product listings page 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 do?
A: It is possible the product has been deleted. To be sure, you can contact Customer Care on 0800 553 556 or email us at ordersnz@integria.comMy Order Templates
Q: What are order templates? Where can I find these?
A: Order templates are a feature of our new site that help you to easily reorder your regular products. These can be created from previous orders or, you can create customised templates in your ‘My ordering templates’ within your My Account dashboard.Q: How do I make order templates?
A: To make a new customised ordering template:- Add the products you would like in your template to your cart
- Open up the Shopping cart and select the 'Save as template' link in the shopping cart details section
- Give your template a name and select save
Q: How can I place an order using order templates?
A: There are two ways you can order using an order template.The first is through your My Account dashboard. Head to ‘My order templates’, select the order template you would like to use and select ‘Add to cart’.
Alternatively, you can load products from a previously saved order template directly from your shopping cart. Simply select the ‘Load template’ link under the shopping cart details.
Both methods will add your order template items to your cart.
Q: Can I upload or import a CSV file into MyIntegria for quick ordering?
A: Yes. In your shopping cart, scroll down until you see the 'Upload Your Order' feature and then follow the below instructions:- Select the 'Download sample CSV' link to obtain a template
- Complete the CSV file with all required data including product IDs and quantity
- Upload the CSV file
My Favourites
Q: What are my favourites?
A: My favourites are a custom favourites list for you to manage of the products you’d like to remember or easily access. Items will be removed from your My Favourites list once you have added them to cart.For an ongoing ordering solution, you have the ability to create Order Templates in the ‘My order templates’ section of your My Account dashboard. Read more on this below.
Q: How do I set my favourites in the new MyIntegria?
A: Once logged in to MyIntegria you will notice a heart-shaped icon on products in the listing and detail pages. You simply click the heart icon to add an item to your favourites. You can add as many as you like.Items will be removed from your My Favourites list once you have added them to cart.
Q: Where can I find my favourites?
A: Your favourites can easily be found in the top navigation bar of any page on the website. Just look out for the menu item called ‘My favourites’. Once on the page, 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 your favourites click on ‘My favourites’ at the top of the page. Simply add to your cart by clicking the ‘Add to cart’ button. Each product will have a default order quantity of 1 and items will be removed from your My Favourites list once you have added them to cart.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 clicking the word ‘delete’.Delivery information
Q: What is the minimum order for free freight?
A: All orders in excess of $200 ex GST will be dispatched freight free.Orders under $200 ex GST will attract a freight and administration charge of:
DESTINATION | FREIGHT CHARGE EX GST |
Auckland | $15.00 |
North Island | $15.00 |
South Island | $15.00 |
Q: What are the delivery time frames?
A: Customer orders, once received, will be processed and invoiced within 24 hours from our Auckland 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.
We deliver throughout New Zealand with NZ Couriers. Click here to Track & Trace your parcel.
Delivery to metropolitan areas is next business day. Allow 2 - 3 days working days extra for a delivery to a rural address.
We do not deliver to any location outside New Zealand.
| Business Days | |
| Destination | |
| Auckland | 1 |
| North Island | 1-2 |
| South Island | 2-3 |
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 excluding public holidays. All deliveries require a signature at time of receipt.If you are not available during these times, please note an authority to leave in the 'Additional Information' text box during checkout.
Q: How can I indicate an ‘authority to leave’ for my delivery?
A: If you need a single order to have an authority to leave attached, please add your delivery notes to the 'Additional Information' text box during checkout. Please note, there is a limit of 65 characters that can be displayed on the consignment label of your delivery. You must complete this if no-one will be available to accept delivery of your order between 8am-6pm, Monday to Friday.If you would like to have a permanent authority to leave for all of your deliveries, contact Customer Care on 0800 553 556 or email us at ordersnz@integria.com, and they will add this note to your account.
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 are same day dispatch order cut-off times?
All orders received before 12:00pm NZST will be dispatched on the same day.Returns & exchanges
Q: What is the process for Credit Claims?
A: Requests for credit claims must be made to Customer Care team within 3 working days following delivery of goods. Credit claims can be made by phone to our Customer Care team on 0800 553 556 or email to arnz@integria.com.Q: What is the process for Returns?
A: Goods returned without prior authorization from Integria Healthcare will not be accepted. Once notified by the customer, Integria Healthcare Customer Care team will provide a goods return authorisation number and paperwork.This paperwork must accompany all returns to the location advised at the time of making the credit claim.
Integria Healthcare will only accept goods that are:
- In saleable condition with a goods return authorisation number attached
- Returned to the correct Integria Healthcare location
- Packaged securely: not damaged or soiled prior to or during the course of return
- Not marked with store security or price tags
Q: Can I change goods if I change my mind or have incorrectly ordered items?
A. Unfortunately, credit claims for unwanted or incorrectly ordered items cannot be accepted. Where Integria Healthcare agrees to accept the return of unwanted or incorrectly ordered items, the return must be in line with the guidelines stated above, with the return at the cost to the customer.My Order Templates
Q: What are order templates? Where can I find these?
A: Order templates are a feature of our new site that help you to easily reorder your regular products. These can be created from previous orders or, you can create customised templates in your ‘My ordering templates’ within your My Account dashboard.
Q: How do I make order templates?
A: To make a new customised ordering template:
A: There are two ways you can order using an order template.
The first is through your My Account dashboard. Head to ‘My order templates’, pick the order template you would like to use and select ‘Add to cart’.
Alternatively, you can load products from a previously saved order template directly from your shopping cart. Simply select the 'Load template' link under the shopping cart details.
Both methods will add your order template items to your cart.
A: Order templates are a feature of our new site that help you to easily reorder your regular products. These can be created from previous orders or, you can create customised templates in your ‘My ordering templates’ within your My Account dashboard.
Q: How do I make order templates?
A: To make a new customised ordering template:
- Add the products you would like in your template to your cart
- Open up your Shopping cart and select the 'Save as template' link in the shopping cart details section
- Give your template a name and select save.
A: There are two ways you can order using an order template.
The first is through your My Account dashboard. Head to ‘My order templates’, pick the order template you would like to use and select ‘Add to cart’.
Alternatively, you can load products from a previously saved order template directly from your shopping cart. Simply select the 'Load template' link under the shopping cart details.
Both methods will add your order template items to your cart.
Practitioner-only products
Q: I’m a Practitioner but I can’t add restricted products to my cart. How can I order these?
A: To access restricted practitioner-only products, please ensure you have agreed to the Practitioner Product and Online Terms here.
For non-account holders, please register for a MyIntegria account.
Q: I’m a third-year student, how can I access practitioner-only products?
A: Please register for a MyIntegria account.
A: To access restricted practitioner-only products, please ensure you have agreed to the Practitioner Product and Online Terms here.
For non-account holders, please register for a MyIntegria account.
Q: I’m a third-year student, how can I access practitioner-only products?
A: Please register for a MyIntegria account.
Education and Events
Q: Where can I find events?
A: Our upcoming and past events can be found on our education portal practitioner.integria.com. As the Integria Practitioner Education Centre has its own, unique login, you please need to register separately to your MyIntegria account.
Q: I previously purchased an event, but now can’t access it. How can I see the content?
A: When viewing events on our new system for the first time, you will need to enter in your access code to the event. If you need any help finding access codes, please contact us at seminars@integria.com with your name and the event you are trying to access.
A: Our upcoming and past events can be found on our education portal practitioner.integria.com. As the Integria Practitioner Education Centre has its own, unique login, you please need to register separately to your MyIntegria account.
Q: I previously purchased an event, but now can’t access it. How can I see the content?
A: When viewing events on our new system for the first time, you will need to enter in your access code to the event. If you need any help finding access codes, please contact us at seminars@integria.com with your name and the event you are trying to access.
MyPatient Ordering
Q: Where do I log into MyPatient Ordering?
A: Head to nz.patient.integria.com to log into MyPatient Ordering with the login details you have been provided with by Integria. Please contact arnz@integria.com for any queries.
Q: What is my username for MyPatient Ordering?
A: you will have been provided your username at the time of registration. Please contact arnz@integria.com for any queries.
Q: How do I find out what my ‘ship to’ number is?
A: You will have a 'ship to' number for each billing account you currently have registered on your Integria account. Your 'ship to' number appears on every Integria invoice. You can also call Customer Care on 0800 553 556 (Option 1) to find out your 'ship to' number or email enquiries@integria.com.
Q: Who can I contact if I am unable to login to MyPatient Ordering?
A: For any help logging into the site please contact Customer Care on 0800 553 556 (Option 1) or email us at enquiries@integria.com.
Q: I am a student who has recently graduated, how can I upgrade to a Practitioner account to access MyPatient Ordering?
A: Along with your request for upgrade, please send a copy of your qualifications to our Accounts Receivable team at arnz@integria.com. Please call Accounts Receivable on 0800 553 556 (Option 4) for any assistance with upgrading your account.
Q: What are the "Patients that need actioning" notices on the ‘My patient notifications’ 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 resend 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 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.
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 $200 ex GST are shipped Freight Free anywhere in New Zealand. Orders under $200 ex GST will be shipped as per rates below.
A: We accept payment by Visa and Mastercard.
A: Head to nz.patient.integria.com to log into MyPatient Ordering with the login details you have been provided with by Integria. Please contact arnz@integria.com for any queries.
Q: What is my username for MyPatient Ordering?
A: you will have been provided your username at the time of registration. Please contact arnz@integria.com for any queries.
Q: How do I find out what my ‘ship to’ number is?
A: You will have a 'ship to' number for each billing account you currently have registered on your Integria account. Your 'ship to' number appears on every Integria invoice. You can also call Customer Care on 0800 553 556 (Option 1) to find out your 'ship to' number or email enquiries@integria.com.
Q: Who can I contact if I am unable to login to MyPatient Ordering?
A: For any help logging into the site please contact Customer Care on 0800 553 556 (Option 1) or email us at enquiries@integria.com.
Q: I am a student who has recently graduated, how can I upgrade to a Practitioner account to access MyPatient Ordering?
A: Along with your request for upgrade, please send a copy of your qualifications to our Accounts Receivable team at arnz@integria.com. Please call Accounts Receivable on 0800 553 556 (Option 4) for any assistance with upgrading your account.
Q: What are the "Patients that need actioning" notices on the ‘My patient notifications’ 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 resend 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 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.
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 $200 ex GST are shipped Freight Free anywhere in New Zealand. Orders under $200 ex GST will be shipped as per rates below.
Auckland Metro | $8.50 ex GST |
Christchurch Metro | $8.50 ex GST |
North Island | $9.50 ex GST |
South Island | $9.50 ex GST |
