FAQs
SHIPPING AND RETURNS
Can I pick up my order from your warehouse in person?
We apologise but due to Occupational Health and Safety laws, we can't have pickups from our warehouse. We also don't want you to see how much fun we have at work - it wouldn't be fair. We appreciate your understanding.
Do you have physical stores?
At this point we only sell via our website and our products are not available in physical stores.
Where do you ship?
We currently ship to Australia and New Zealand. We do not currently ship anywhere else but if you're elsewhere overseas please join our mailing list (just below) and we'll keep you 'posted'!
How long will it take to ship my order?
Once you've placed your order, we do our very best to despatch it by the following business day. Occasionally, at very busy times, we may take an extra day.
How long does shipping take?
Australian customers
We use Australia Post for all shipping. We offer free Regular shipping on all orders Australia wide, or an Express Post upgrade for $12.
New Zealand customers
NZ customers can choose either AusPost Standard International or AusPost Express International. Shipping costs are calculated at checkout depending on the weight.
After despatch, average transit times are:
| Australia | Regular Shipping | Express Post |
|---|---|---|
| VIC | 2-3 business days | 1 business day |
| NSW | 3-4 business days | 2 business days |
| ACT | 3-4 business days | 2 business days |
| TAS | 3-5 business days | 2 business days |
| SA | 3-5 business days | 2 business days |
| QLD | 4-6 business days | 2 business days |
| WA | 7-10 business days | 3 business days |
| NT | 7-11 business days | 3 business days |
| New Zealand | Standard International | Express International |
| 5-10 business days | 2-5 business days |
How do I track my order?
Once you've placed your order, we'll send you a confirmation email with a link to check the status of your order. If you don't receive this - and have checked your spam folder - please reach out via the Help Desk. Once your order is despatched, we'll send another email along with the tracking link (usually AusPost). Additionally, you can track the status of your order via the Helpdesk.
What if I'm not home when my order is delivered?
Australian customers have the option to select either Authority to Leave or Signature Required as a delivery preference. 'Authority to Leave' allows your parcel to be left in a safe place if you're not home.
If you've selected 'Signature Required', you may have to go to your local post office to collect your package in the case you weren't home at the delivery time.
Only part of my order arrived!
If you've ordered a few products, sometimes due to weight we might send these across several separate boxes. In this case, you should be able to them listed separately in your Aus Post tracking link (look for a dropdown under the tracking showing, for example, Item 1/2 and Item 2/2). We always despatch orders with multiple cartons together, but occasionally they become separated in transit and one may arrive slightly earlier than the other. Normally the second box is only a day behind its friend!
I didn't pick up my order from the Post office in time and now its been returned.
Please contact us via the Help Desk so we can help you.
My order arrived damaged - help!
In the unlikely event your order arrives damaged or is defective, we will happily replace or refund your purchase. You also have statutory rights under Australian Consumer Law that cannot be excluded.
In the event of any issue with your order, please contact us via the Help Desk so we can help you. You can also find our refund policy here, and general terms of service here.
We want you to be happy with your order! If you have an issue with your order, please contact us here, we’re here to help! However, QOTA is a food product and as such there are a few important things you have to keep in mind when purchasing or requesting a return for your products.
NO CHANGE OF MIND RETURNS
We do not offer refunds for change of mind. However, if you are unhappy with your product or if there are any problems with your product, please email us at qota.com.au or contact us here.
DEFECTIVE OR DAMAGED PRODUCTS
We're happy to offer you a refund or replacement where we determine that there is a problem with your product. The following process applies:
(a) If you believe there is a problem with your product, please email us at qota.com.au or contact us here with a full description of the problem (including images and/or videos). You must contact us within a reasonable time of receiving your product.
(b) If we determine that your product may have a problem, we may request that you send the product back to us for further inspection, including any packaging included with the product. We reserve the right to further inspection before deeming there is a problem with a product.
(c) If we determine that there is a problem with the Product you may request a refund (including shipping costs), replacement or store credit. All refunds will be credited back to your original method of payment unless you request otherwise and we approve this request.
(d) If we determine in our reasonable opinion that there is no problem with the product, or the problem is due to the product passing its ‘best before’ date, fair wear and tear, misuse, failure to use in accordance with the manufacturer’s instructions, or failure to take reasonable care, we will refuse your return and send the Product back to you at your cost.
(e) If you fail to comply with this process, we may, in our absolute discretion, issue only a partial refund or no refund.
Nothing in this policy is intended to limit or otherwise affect the operation of any of your rights which cannot be excluded under applicable law including the Competition and Consumer Act 2010 (Cth).
SUBSCRIPTIONS (RECURRING ORDERS)
A subscription is an automatic, recurring delivery that can be chosen for any of our products. Subscriptions attract a 10% discount and can be cancelled at any time without penalty. We've partnered with Recharge for our subscription service.
To set up a subscription, select the product or products you’d like and choose the ‘subscribe and save 10%’ option. You’ll be prompted to choose how often you’d like to receive your delivery - intervals range from every week up to every 3 months. Your first order is processed and despatched immediately, with subsequent deliveries processed according to the interval you’ve chosen.
Once you've set up your subscription, you're all sorted! However if you change your mind, are already stocked up, are going to be away, or want to change your products or timing, you can manage your subscription yourself at any time by logging in to the customer portal. You’ll also get a reminder email a few days before every order processes.
Managing your subscription
Once you've set up your subscription, you're all sorted! However if you change your mind, aren't ready for your next order, are going to be away, or want to swap your product, you can manage your subscription yourself at any time by logging in to the customer portal. You’ll also get a reminder email a few days before every order processes.
To login to the customer portal, go to the login button (located top right corner of our website, or here). Once logged in, choose 'manage subscription'. If you're having trouble logging in or you're getting a message that you don't have an account associated with your email address, please see our troubleshooting article here.
How do I cancel my subscription?
Log in to your subscription, and click the 'subscriptions' tab. Click the 'manage your subscription' button. Scroll down and the 'cancel' button is situated at the very bottom left.
You will need to cancel each product separately.
If you change your mind you can recommence at any time by logging back in, clicking the 'subscriptions' tab and then clicking 'reactivate my subscription'.
How do I permanently delete my subscription?
Please contact us via the Helpdesk if you would like your subscription account to be permanently deleted and we'll be happy to action that for you.
How do I skip a subscription order?
Log in to your subscription, and click the 'delivery schedule' tab. Here you'll see an option to either 'skip shipment' or 'manage your subscription'. Choose 'manage your subscription' if you want to change the date of your next order. Otherwise choose 'skip shipment' to completely skip your next delivery.
You will need to adjust the date for each product separately.
How do I add or change a product?
Log in to your subscription, and click the 'subscriptions' tab. Click the 'manage your subscription' button, and then click on 'product'. From there, you can change the quantity or type of product.
You will need to make adjustments for each product separately.
How do I change the interval of my subscription?
Log in to your subscription, and click the 'subscriptions' tab. Choose 'manage your subscription', and from there, click on 'delivery schedule' to change the delivery interval.
You will need to make adjustments for each product separately.
I need to change my delivery address!
Log in to your subscription, and click the 'shipping addresses' tab. Click the drop down arrow and from there you can edit your delivery address. Please note editing your shipping address only affects upcoming or unprocessed orders. If your order has already processed and your old address was still in your subscription account at that time, please contact us via the Helpdesk.
You can access the Customer Portal in two ways:
1. Via a temporary unique email link.
A temporary link is sent to you by email when you activate your subscription - look for a welcome email from Recharge. A refreshed temporary link is also automatically emailed to you ahead of every subscription processing - just have a look for your latest email from Recharge.
2. Via the Aussielent home page.
You can also log into your customer account via the Login function on the QOTA home page (top right corner). To use this option you must also have set up an Aussielent/QOTA account using the same email address as your subscription.
If you have a subscription but don’t have an Aussielent/QOTA account, create one in under a minute here, https://aussielent.com.au/account/register and the two should magically link up.
If you're still having an issue, please contact us via the Helpdesk.
PRODUCT INFORMATION
How nutritional is QOTA, exactly?
QOTA products are made to align with Australian Food Standards and every meal is a nutritionally balanced blend of protein, carbohydrates, fats, fibre, omegas 3 + 6, plus 26 essential vitamins and minerals.
An average meal contains around 500 calories. If you want to reduce both your carbs and your calories, our low-carb products have less of both.
Where can I find detailed nutritional information?
Full nutrition panels, ingredients and allergens are found on each product's page. Just click on the product you're interested in, via the Shop page.
You can also access our new formulations 'back of pack' via the links below:
Where can I see ingredients list and review allergens?
For a brief overview and introduction to some of our ingredients, please see our Nutrition page.
Detailed, product specific ingredient and allergen information is located on each product's page. Just click on the product you're interested in, via the Shop page or the links below.
QOTA Low-Carb Chocolate Powder
Do you have a gluten free range?
We don't currently have any certified gluten free products. Currently most of our powders contain oats, and the Moroccan Cous Cous contains wheat. Hence all our products either contain gluten or carry a warning of gluten cross contamination.
If you're OK with a 'low-gluten option, our low-carb powders do not contain gluten ingredients. However because they are made in the same facility as our other products they do carry a warning of wheat and gluten cross contamination. Please check the full 'back of packs' for full details before purchasing:
QOTA Low-Carb Chocolate Powder
Do you products contain dairy?
Likewise, most of our products contain dairy. Our Vegan powder and Moroccan Cous Cous products do not include dairy in the ingredients but carry a warning of dairy cross contamination. Please check the full 'back of packs' before purchasing:
Do you have a vegan/vegetarian range?
All QOTA products are vegetarian. Additionally, the Moroccan Cous Cous and Vegan powder are vegan, however please note both carry a warning of dairy and/or egg cross contamination. Please check the full 'back of packs' before purchasing:
Best Before dates
Our products have a relatively long shelf life, and in powdered form, remain fresh for 12 months from the date of manufacture. The best before date of your pouch can usually be found stamped on the underside of the pouch. Once the pouch is opened, as long as you re-seal the pouch and store it as recommended it should last until its before date.
How do I best store my products?
We recommend storing your products sealed and in a cool dry place. Our pouches come with a re-closable zip-lock for your ease.
Powders
To prepare our regular powders, simply add water, shake up in a protein shaker, and toast to good health! If you want your shake a bit smoother, try a stick blender along with adding a bit more water. Our low-carb powders can be prepared either with or without olive oil. If you want to include the olive oil, please note we do not supply this so make sure you have some to hand.
Hot & Savoury
For the hot and savoury meals, simply measure out a serve into a bowl and add the recommended amount of boiling water. Wait a few minutes and voila! Your nutritious hot meal is ready.
Where's my scoop?
On the scoop – we’ve found most people have scales or measuring cups in the house and we’d rather not contribute more plastic waste to the world.
Qota Complete Meal - Chocolate, Vanilla, Vegan, Salted Caramel, Coffee
A serve of Qota complete meal powder is 125 grams.
A 125g serve is approximately 1 metric cup (250 ml). Or if you use a standard 1/2 cup (metric - 125ml) and fill it level to the top that will be 62.5 grams (so you will need 2 of these).
Qota Low-Carb Meal - Chocolate, Vanilla
A serve of Qota Low-Carb Meal powder is 55 grams.
You can use a standard metric tablespoon to measure out 6 tablespoons for 55 grams.
You bet, please do! Our cartons are made from 100% recycled cardboard, and can be recycled again. Our pouches are soft plastics recycling symbol 7.
Once you've prepared your shake, it's best consumed straight away. However if need be you can leave it in the fridge for up to 12 hours before consuming.
In April 2023, to better reflect our values and mission, we changed our brand name from 'Aussielent' to 'QOTA'! As part of this change, we also updated our nutritional powder formulations. We'll continue to update this page with any questions that come in, but for now, here's what's coming!
Our new name
We changed our name to QOTA to better reflect what we offer - nutritious meals that help you meet your daily 'qota'. Apart from changing the name on our packaging, we've also changed our website domain from aussielent.com.au to qota.com.au. This is a forward facing change only - the backend of our website, customer accounts, subscriptions and so on remain the same, as do our team. From April 17 on, the aussielent domain will point you to the new qota site.
We will also have a new help centre and ticketing system for customer support.
Our formulation changes - releasing April 17
We also have updated nutritional formulations out now! These were released on April 17 2023 and have improvements in both flavour and mouthfeel. We have a full range of new samplers also available. A couple of new ingredients have been introduced as one of our original ingredients - soy flour - is no longer available. The team has been working on the updated nutritional formulations for almost 8 months and we hope you enjoy them! The changes are, in most cases, subtle.
FOR THREE PRODUCTS, HOWEVER, THERE ARE IMPORTANT CHANGES TO THE ALLERGENS THAT WE NEED TO MAKE YOU AWARE OF. THESE THREE PRODUCTS ARE THE COFFEE POWDER, THE LOW-CARB VANILLA POWDER, AND THE LOW-CARB CHOCOLATE POWDER.
What ingredients/allergens have changed in the new formulations?
Please see the table below for what's changed:
Chocolate, Vanilla, and Salted Caramel PowdersIn these three flavours, we've introduced some new ingredients to improve the mouthfeel of our shakes. In the chocolate, vanilla, and salted caramel flavours, soy protein isolate and MCT (medium-chain triglyceride) powder have replaced soy flour. The resulting shake is smoother than ever, while remaining hearty and healthy. QOTA Chocolate Powder - New Formulation released 17 April 2023 |
Coffee Powder (no longer vegan, new allergen - dairy)Aussielent Coffee Powder was previously a vegan product and used a base formulation that was different to all our other powders. We've always had a mixed response to this blend - some of you love it and some really hate it! We decided to migrate the coffee formulation to the same base as the chocolate, vanilla and salted caramel blends - you can expect the updated coffee formulation to have the same mouthfeel and consistency as those other blends. This means the new coffee formulation will contain dairy and no longer be vegan. If you're vegan and loved the coffee powder, check out our flavour hacks below with the Vegan powder. QOTA Coffee Powder - New Formulation released 17 April 2023 |
Vegan Powder (still vegan)Our Vegan powder remains vegan. A specially sourced vegan MCT powder has been used to provide fats that previously came from the soy flour. The Vegan powder remains unflavoured and can be used as a nutritional base either as is, or with your preferred toppings blended in. Popular additions are a few teaspoons of chocolate powder, a frozen banana or some peanut butter. If you add a teaspoon of coffee powder (or an espresso shot), you make your own vegan coffee powder. QOTA Vegan Powder - New Formulation released 17 April 2023 |
Low-Carb Choc and Low-Carb Vanilla Powders (new allergen - soy)We've standardised the serving size of both powder to 55g for both vanilla and chocolate powders. Over the years we've had some feedback that the milk flavour in the low-carbs was a little strong for some. To dial this back a touch, we've introduced Soy Protein Isolate (SPI) and found the flavour balance and mouthfeel has improved. Please note this has introduced a new allergen (soy) into the low-carb products. Each serve of low-carb powder continues to have 30g of protein. SPI has the same Protein Digestibility Corrected Amino Acid Score (PSCAAS) as whey protein which means introducing SPI doesn’t lower the protein quality in the product. QOTA Low-Carb Chocolate Powder - New Formulation released 17 April 2023 |
Qota - Moroccan Cous CousThe Cous Cous formulation remains unchanged. It may be packed in either the Aussielent or the QOTA branded pouch. QOTA Moroccan Cous Cous - No change to formulation |
Has the flavour changed in the new formulations?
Our products have always been formulated with a light touch on flavour. With our new formulations the flavour profile has been tweaked up just a touch, so they have a slightly stronger flavour.
Has the nutritional table changed in the new formulations?
You might notice some extremely minor variations in the nutritional tables, but the nutritional profile of our powders remains very closely aligned with the legacy formulations. All products continue to have at least 30g of protein, and 25% RDI of 26 vitamins and minerals. The energy (calories) in each product also remains closely aligned to the legacy formulations.
How do I know if I'm ordering/receiving the old or new formulations?
The new formulations will be available from 17 April on. The new formulations are packed in 'QOTA' branded pouches, while any pouches with 'Aussielent' branding are our legacy formulations. In our Shop page, product listings will clearly illustrate 'QOTA' products (new formulations) or 'Aussielent' products (legacy formulations). The 'back of pack' and ingredients info shown within the product listing and on the pack itself will align to the formulation you're ordering. The only exception is our Moroccan Cous Cous product which has not changed its formulation, but will change over to being packed in a QOTA pouch. While we're in changeover mode, the Cous Cous may come packed in either an Aussielent or QOTA branded pouch.
Please check through the new ingredients carefully, and if unsure about anything, contact us and we're happy to help.
I'm a subscriber - what happens to my subscription?
If you're a subscriber, you don't need to do anything - all subscriptions were automatically moved across to the new formulations on April 17. If you're not able to to use the new formulation due to the new ingredients, please do let us know. If you have any questions please contact us here and we're happy to help.
Hello All,
Quick heads up: from 1 July 2026, we’re updating prices on Qota powders.
What’s changing
- Qota Complete Powder – 14 Meal Pouch: $55 → $59 (new subscription price $53.10)
- Qota Low-Carb Powder – 18 Meal Pouch: $61 → $65 (new subscription price $58.50)
- Qota Vegan Powder – 14 Meal Pouch: $55 – no change (subscription price $49.50)
If you’re on subscription, your next renewal after July 1 will be at the new subscription price. You can adjust, skip, or cancel anytime in your account at qota.com.au.
Why the increase
Wholesale whey protein prices have jumped significantly this past 2 years. We held off as long as we could, but we’ve reached the point where we need to adjust to keep using the same high-quality whey in Qota Complete and Qota Low-Carb.
We looked at switching to cheaper protein blends, but that would change the taste, texture, and nutrition you count on. We’d rather be upfront about a $4 change than compromise the product.
What’s not changing
1. Qota Vegan: Pricing stays at $55.
2. Ingredients & nutrition: Same 26 vitamins & minerals, same macros, same taste.
3. Made in Melbourne: Still manufactured locally with the same team and standards.
Stock up at today’s price
Any order placed before 1 July will ship at current pricing. If you want to add extra pouches to your next subscription box, log in and click “Add One-Time Item” before then.
We know nobody likes a price rise. This covers the wholesale whey increase and nothing more. If whey prices drop meaningfully in the future, we’ll review this again.
Questions? Just hit reply — we read everything — or contact us at [email protected].
Thanks for fuelling with Qota,
Paul & Kieran
Founders, Qota
qota.com.au
P.S. If you need to pause or cancel because of the change, we understand. You can do it in one click in your account. We’ll be here if you want to come back.
ORDERING
Can I make changes to my order or cancel it after it's been placed?
Because we try to despatch your order as quickly as possible, we are usually not able to accommodate changes to an order after it's been placed.
We can only make changes or cancel orders that have not yet been processed for shipping. To check if we're able to make changes to your order, please reach out to support through the Helpdesk and we'll get back to you ASAP.
What payment types do you accept?
For single orders, we accept debit and credit cards, and also accept Paypal, Apple Pay, Google Pay, and Bitcoin.
For recurring orders (subscriptions), we accept debit and credit cards, and also Paypal.
Which currency will I be charged in?
If your credit or debit card uses another currency, then you will be charged in AUD. Your bank will apply the corresponding conversation rate of the currency you choose.
Do you offer Buy Now Pay Later?
We accept AfterPay for single orders, but not for recurring orders (subscriptions). You'll be able to chose that payment option on checkout.