Frequently Asked
Questions

AdVital Range

All AdVital products have differing amounts of lactose.

  • AdVital Smooth Fruits are lactose free.
  • AdVital Powder itself is low in lactose (0.4 per serve / 1.6g per 100g when mixed with water).
  • AdVital Mousse is high in lactose, as it contains milk.

Yes, the entire AdVital range is gluten free.  All AdVital products are produced in a nut- and gluten-free environment.

No, all AdVital products are caffeine free.

AdVital Powder, AdVital Smooth Fruits and AdVital Mousse are suitable for children aged 1 year and older.

Children with swallowing difficulties (dysphagia) should only consume AdVital Mousse and AdVital Smooth Fruits under the supervision of a medical professional.

The AdVital range is designed to provide supplementary energy, protein, vitamins and minerals.  The quantity of these key nutrients for children aged under 1 year should be considered by an Accredited Practising Dietitian for suitability.

In most cases, AdVital products are suitable for women who are pregnant or breastfeeding, and the additional nutritional intake is beneficial. However, to ensure AdVital products are suitable for you, we recommend you check with your healthcare professional prior to consuming any AdVital products.

AdVital Powder

To ensure AdVital Powder is suitable for you, we recommend you check with your healthcare professional prior to use. AdVital Powder is lower in sodium, potassium and phosphorus than other neutral-flavoured fortification powders.

Yes, AdVital Powder is suitable for children 1 year and older under the supervision of a medical professional. 

Yes, AdVital Powder has a low glycaemic index (GI=32) and glycaemic load (GL=2). AdVital Powder also is low in carbohydrates per serve (6.8g), which is less than one carbohydrate portion (15g).

The 700g can of AdVital Powder has an 18-month shelf life, and the 4.4kg pail has a 9-month shelf life.

Yes, AdVital Powder is certified kosher and halal.

The 700g can contains 28 serves, and the 4.4kg pail contains 176 serves.

When mixed with food or drink, refrigerate between servings at 4°C or less, and discard any leftover product after 24 hours. We recommend use of the ‘2-hour/4-hour rule’ for serving vulnerable persons.

Yes, AdVital Powder contains milk. It’s formulated using a high-quality whey protein concentrate for faster absorption.

Yes, AdVital Powder contains milk.

Yes, food containing AdVital can be frozen, although care should be taken when reheating enriched meals to ensure they retain their optimal texture.  Try reheating AdVital-enriched meals in a saucepan on a low heat, and stir regularly to ensure even heat distribution. 

Yes, AdVital Powder can be heated or added to hot foods or drinks, including hot drinks and soups.

AdVital Smooth Fruits

Yes, both flavours of AdVital Smooth Fruits are dairy- and lactose-free

Both flavours of AdVital Smooth Fruits are certified halal. Only AdVital Smooth Fruits Banana & Mango is certified kosher.

AdVital Smooth Fruits can be consumed as a supplement or snack. You can also combine AdVital Smooth Fruits with ice cream for an energy-dense snack, or spread AdVital Smooth Fruits on toast or scones as a jam.

Yes, AdVital Smooth Fruits can be consumed on diets of IDDSI Level 4 or above.

Check with your speech pathologist before eating AdVital Smooth Fruits.

Once you have opened an AdVital Smooth Fruits, consume immediately, or refrigerate at 4ºC or less for use within 24 hours. If an AdVital Smooth Fruits has been open for more than 24 hours, throw it away.

Yes, AdVital Smooth Fruits are suitable for children aged 1 year and older. Children with swallowing difficulties (dysphagia) should only consume AdVital Smooth Fruits under the supervision of a medical professional.

AdVital Mousse

Yes. AdVital Mousse contains full-cream milk powder and calcium caseinate.

Yes, AdVital Mousse contains 2.6 grams of lactose per serve, or 2.4 grams of lactose per 100 grams.

If you are lactose intolerant, check with a healthcare professional before consuming AdVital Mousse.

Yes, AdVital Mousse is certified kosher and certified halal.

Yes, AdVital Mousse can be consumed on diets of IDDSI Level 4 or above.

Check with your speech pathologist before eating AdVital Mousse.

AdVital Mousse contains milk, but does not contain gluten, nuts, or soy.

Once you have opened an AdVital Mousse, consume immediately, or refrigerate at 4ºC for use within 24 hours.

If an AdVital Mousse has been open for more than 24 hours, throw it away.

Yes, AdVital Mousse is suitable for children 1 year and older. Children with swallowing difficulties (dysphagia) should only consume AdVital Mousse under the supervision of a medical professional.

Yes, our Mousses can be heated and frozen.

To heat a Mousse in your microwave, use the following instructions:

  • Completely remove the foil lid from the Mousse cup.
  • Place the Mousse cup into the microwave (800-watt microwave), and heat for approximately 25 seconds*. You may cover the top of the cup with clear plastic wrap to prevent splashing as desired.
  • Stir the Mousse thoroughly before serving to ensure even heat distribution.
  • Do not overheat.

* Heating times are an approximate only and may vary across different microwave ovens. Heating time may vary for multiple cups.

AdVital Mousse can be frozen by placing them in your freezer. Once a Mousse is removed from the freezer, it will unthaw to an IDDSI Level 4 (pureed) consistency.

Each Mousse has a recommended use-by date on the base of the cup.  AdVital Mousses should not be consumed after their respective dates. Once opened, AdVital Mousses should be consumed within 24 hours if refrigerated, or as per the 2-hour/4-hour rule if not refrigerated. 

Shipping & Handling

We offer shipping to all parts of Australia. 

If you live outside of Australia, we can provide you with a customised shipping quote.  For more information about international shipping, contact our Customer Hub team.

You can schedule a specific day of the week for your order to be delivered, but you can’t choose a specific time.  Our couriers may arrive at your selected address any time between 9 a.m. and 5 p.m. on that day. 

If no-one is available to receive your delivery, our couriers will either leave your delivery in the location you specified (if you granted us ‘Authority to Leave’ on your order) or return your delivery to the depot for re-delivery.    

If your order hasn’t arrived within the date range we specified on your order receipt, please call or email our Customer Hub team.

If your order is missing items that are present on your order receipt or invoice, please call or email our Customer Hub team.  If you have multiple items in an order, they may have been shipped separately. 

If we can’t fulfil your order for any reason, we will contact you via the contact details you provided on your order.  If one or more items on your order are unavailable, you can choose to have us either:

  • refund your account with the full value of the unavailable item(s); or
  • ship you the item(s) once available (if the item(s) is/are on back order).

If you believe your order may be lost in transit, please contact our Customer Hub team.  Once we have confirmed your order has been lost, we will replace your missing order with the same order.  You will not be charged shipping costs for the replacement order. 

In the event that some items from your order have become unavailable, you can choose to have us either:

  • refund your account with the full value of the unavailable item(s); or
  • ship you the item(s) once available (if the items are on back order).

All orders over AU$220 are free of shipping and delivery costs. 

If your order is under AU$220, shipping and delivery costs are calculated at checkout based on your location and the weight of your order.  

Yes, all orders over AU$220 are free of shipping and delivery costs.

If you are located in Australia, your order will normally take between two and seven business days to reach you.

If you are located internationally, please contact our Customer Hub team for estimated shipping times.

If our couriers arrive at your address and no-one is available to receive your order, we will either:

  • leave your order in the location you requested (if you selected ‘Authority to Leave’ on your order); or
  • return your order to the depot for re-delivery (if you didn’t select ‘Authority to Leave’ on your order).

We will notify you by text and/or by email when your order is delivered or returned to the depot.  If your order needs to be re-delivered, our Customer Hub team will contact you to organise an appropriate day for re-delivery.

If you selected ‘Authority to Leave’ on your order, your order will be left in the location you specified.

During shipping, all AdVital products are stored in a dry, room-temperature environment out of direct sunlight.

To receive an unattended delivery, select ‘Authority to Leave’ on your order form, and provide the desired delivery location in the Order Notes section.

For a successful unattended delivery, please ensure access to your selected delivery location is unobstructed, and that there are no hazards (including unrestrained dogs) that could endanger our couriers.

Returns & Exchanges

If you think an item in your order is damaged, please take photos of the item that clearly depict the damage and contact our Customer Hub team

Please don’t discard the damaged products unless our Customer Hub team have advised you to do so.

No.  Unless the product has been damaged in transit or is faulty in some other way, you can’t return products that have been delivered.   

If you have received damaged items, please contact us within seven (7) days of receiving the items.

If you believe your item may be missing in transit, please contact us within seven (7) days of the order failing to arrive.  All Australian orders should arrive in two to seven days, so, if you haven’t received your order eight (8) or more days after ordering, please contact us immediately.  

Unfortunately, due to the nature of our products, we can’t provide refunds if you change your mind or aren’t happy with your purchases.

If any item you’ve purchased is damaged or faulty in some way, please take photos of the damage or fault and immediately contact our Customer Hub team

While every AdVital product undergoes rigorous testing and quality control procedures, everyone’s body is different, and we can’t guarantee any product effects or health outcomes.  Any effects or outcomes mentioned in relation to specific products are the result of individual experiences, and may not be applicable to everyone.

Consequently, we can’t provide refunds for products that don’t deliver specific effects or outcomes.  If a product is demonstrably damaged or faulty, please take photos of the damage or fault and immediately contact our Customer Hub team

Payment & Pricing

No, we don’t offer AfterPay.

You can order our products by creating an online Flavour Creations account, adding products from our online store to your cart, and checking out.

Alternatively, you can order Flavour Creations products by calling our friendly Customer Hub team.

 

 

We accept the following payment methods:

  • PayPal
  • All major credit cards via Stripe. You can find out more about the card brands Stripe accepts here.
  • Over-the-phone direct deposits. If you’d like to pay over the phone, please contact our Customer Hub team.

 

Currently, you can’t automate placing orders through the Flavour Creations site.

You can purchase available Flavour Creations products by adding them to your cart.  Currently, we don’t offer any bulk discounts for individuals, although we do offer free shipping on orders over AU$220.

If you represent a medical, aged care, or wholesale organisation, please contact our friendly Customer Hub team to discuss your specific organisational needs.     

 

If you live outside Australia and you’d like to purchase Flavour Creations products, we can provide you with a customised shipping quote.  For more information about international shipping, contact our Customer Hub team.

 

If you represent a medical or aged care organisation, please contact our Customer Hub team to discuss your specific organisational needs. 

 

We don’t currently offer any payment plan services for individual customers.

If you represent a medical or aged care organisation, please contact our Customer Hub team to discuss your specific organisational needs. 

 

You can find detailed information about all our products on the relevant product pages.  If you can’t find the information you’re looking for, contact our friendly Customer Hub team.

 

If you’re experiencing difficulty adding products to your cart, checking out, or paying for your order, call our Customer Hub team for remote assistance. 

 

If your account has been charged twice for the same purchase, please contact our Customer Hub team immediately.

 

Yes, you can place orders for Flavour Creations products over the phone.  Contact our friendly Customer Hub team for over-the-phone ordering and payment.   

 

While most of our product prices do include GST, prices for some specialised products may not.  Any GST not included in product prices will be specified during the checkout process, prior to payment. 

Most Flavour Creations products are available from selected pharmacies.  You can find the pharmacies that stock our products here.

Alternatively, you can purchase any of our in-stock products from our head office at 26-32 Murdoch Circuit, Acacia Ridge, QLD, 4110. 

 

Yes, all credit card purchases through our website are secured by the international payment platform Stripe.

Alternatively, you can make purchases through our site using PayPal.

You can change an order after it’s been placed by calling our Customer Hub team immediately.

 

You can cancel an order after it’s been placed by calling our Customer Hub team as soon as possible. 

If you cancel an order prior to the order being shipped, the full value of your order will be refunded to your account. 

If you cancel an order after the order has been shipped but before it has been delivered, the value of the order, minus the cost of shipping, will be refunded to your account.

 

No.  We won’t begin processing your order until you’ve made a verified payment through one of our payment channels.