Shipping
In-stock orders are typically dispatched within one to two business days from within Australia. Tracking details are emailed as soon as your order ships.
Rates: standard shipping is a flat A$12 (1 to 5 business days) and Express is A$20 (1 to 3 business days). Standard shipping is free on all orders over A$250. We deliver within Australia only.
Pre-orders: pre-order items are not currently held in stock. Pre-orders typically dispatch in around 30 days, however this timeframe is not guaranteed and dispatch can take up to 60 days. Tracking is provided as soon as a pre-order ships. Prefer not to pre-order? Contact us with what you need and we can look at getting it in.
Returns and refunds
Our products are sensitive research materials, so we take a careful approach to returns. Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law.
Change of mind
We are unable to accept change-of-mind returns once an order has been dispatched. Once a product leaves our control we can no longer verify how it has been stored or handled, so returned items cannot be restocked or resold.
Cancellations
You may cancel any order before it is dispatched for a full refund — simply contact us with your order number. This includes pre-orders: a pre-order may be cancelled for a full refund at any time before it ships.
Pre-orders that run late
Pre-orders typically dispatch in around 30 days, though timing is not guaranteed and can take up to 60 days. If your pre-order has not been dispatched within 60 days of payment clearing, you may request a full refund at any time and we will process it promptly.
Damaged, faulty or incorrect items
If your order arrives damaged, is not what you ordered, or is otherwise faulty, contact us within 14 days of delivery with your order number and photos of the item and packaging. We will arrange a replacement or a full refund, including any applicable shipping, in line with the consumer guarantees under the Australian Consumer Law. Those guarantees cannot be excluded, and this policy does not limit them.
Lost parcels
Every parcel is tracked. If your tracking stops updating or a parcel appears lost, contact us and we will investigate with the carrier and arrange a replacement or refund where the parcel is confirmed lost.
How refunds are paid
Refunds are paid by bank transfer to the account the order was paid from, normally within five business days of the refund being approved.
Questions
Contact our team through the contact page and we will respond by email as soon as possible.