Frequently Asked Questions

✔︎ We use Australia Post for most of our deliveries, and we do deliver World Wide. Australia  can expect the parcel within 2-8 business days from when it leaves our warehouse. For Australia and New Zealand we also offer express shipping, which is calculated at checkout.

For other countries we do not offer express delivery and during this period of uncertainty, we can not guarantee an accurate time of delivery. We shall, and always will do our best.

We make sure that HSV 9-1-1 gets to you as soon as possible from our end. We apologise to international customers if your order doesn't arrive on time. This is out of our control.

You parcel will arrive discreetly, with a standard parcel post label with very little branding. (For international customers, this would be the generic shipping invoice for your region).

For additional discretion we can remove our business name from the parcel post label. Add a note at checkout if you would like this.

For online sales we deliver using recyclable envelopes with padding. We also have a safety tamper proof seal on every product. If you receive HSV 9-1-1 and the seal has been broken, do not use the product and please contact us immediately. 

We also value add for you with a lovely red velvet pouch for travel. 

Absolutely. Once your order has been packed and left the distributor, we
will email you a tracking number, which can be used to track your delivery on
AusPost website (http://auspost.com.au/track/track.html)  

Express Shipping should only take between 1-2 days during the week. Standard shipping can take up to 8 days. These shipping times are out of our hands once Australia Post processes the shipment. If you do not recieve the product within those time frames please contact us and we will follow up with Australia Post. We are very proud of our customer service, so please contact us with any delivery issues or any questions you may have about the product.

HSV 9-1-1 is made of the highest quality Potassium Alum. Using our proprietary process it is specially designed for use with Cold Sores & Canker Sores.

Potassium Alum has been used for generations for cuts and abrasions and is considered as part of the 'Salt' family of compounds.

It is also formally recognised as a GRAS substance (Generally Recognised as Safe) by the FDA.

Yes.

Potassium Alum is formally recognised as a GRAS substance (Generally Recognised as Safe) by the FDA.

It is so safe it can be applied inside the mouth and is safe to use on children (please see precautions).

PRECAUTIONS: Do not let small children use unsupervised, the size of the product could pose a choking hazard. Do not use in eyes. Do not use inside vagina or rectum. For external use only, apart from inside mouth. If skin irritation occurs or pain persists discontinue use and see your healthcare professional.

Once scabbing occurs it is best to not apply anything and let your body heal itself.

If symptoms persist for more than 7 days see your healthcare professional.

As HSV 9-1-1 is applied directly to the affected area - which can be an open wound depending on the stage of the outbreak - a stinging sensation may result. 

This is normal and a good indicator HSV 9-1-1 is working. 

We actually recommend focusing HSV 9-1-1 on the spot of your outbreak that stings. The stinging sensation does not last long. Stinging generally ceases after application.

In the very unlikely event: if pain persists or skin irritation occurs please discontinue use and contact your health care professional. 

There may be a stinging sensation during application.

After application ,if you eventually get another outbreak, it may occur in a different spot than usual because it has been denied access to the typical area.

✔︎ Yes! We are extremely confident that you will love HSV 9-1-1. However if you do not find HSV 9-1-1 worked for you we do offer a 90-day returns policy. 

Please note that when applied to an existing cold sore, HSV 9-1-1 can only stop it from erupting further and speed up the scabbing process, but when applied at the very early stage, HSV 9-1-1 can help stop the cold sore from manifesting. For this reason if you think it hasn't worked and you have applied to an already existing eruption we advise to wait for another outbreak and apply at the first sign, if you think it still hasn't worked we are more than happy to refund you. 

If you need to return your HSV 9-1-1 please email our team at info@hsv911.com with your order details, as well as the reason why you would like to return your HSV 9-1-1 and our Team will spring into action for you!

Something not quite right with your order? Don’t worry, our
HSV 9-1-1 team is ready to spring into action! Please contact us to advise of the
issue, and to help resolve things quickly we request you include photos. We are here for you!

We always strive to be the best so we love hearing your thoughts. We also love hearing your wonderful stories about your experience with HSV 9-1-1, as it warms our hearts to see HSV 9-1-1 changing peoples lives out in the big wide world. Should you have any feedback for us, or would be so kind as to create a google review please feel free to email us at info@hsv911.com and we can provide you with a link.