How can we help?

Questions about a product, an order or a lab report? Email us. There's a real person on the other end, and we reply within 24 hours on business days.

Email

[email protected]

Product questions, order help, lab reports and anything else. Please include your order number if you have one.

Problem with an order?

Returns & refunds

Damaged, faulty or wrong item? The returns policy explains what to send us so we can fix it quickly.

Response time

We reply within 24 hours on business days. Support hours: Monday to Friday, business hours (Sydney time, AEST/AEDT).

Based in Sydney

Orders ship tracked from Australia

One official address

We only email from [email protected]. Why it matters

Common questions

How much does shipping cost?

You choose a carrier at checkout. Australia Post Express (Australia only): A$20 flat, free on orders over A$300. DHL Express (Australia and worldwide): A$35 flat, free on orders over A$300. Free-shipping thresholds apply to the order subtotal before multi-buy discounts. Full details are on our shipping page.

How do I track my order?

We email you the tracking number once your order has been dispatched. Enter it on our tracking page to see the live status with the carrier, or email us if you can't find it.

Which payment methods do you accept?

Visa, Mastercard, Apple Pay and Google Pay, through our payment partner's secure checkout. Your card details go to the payment partner, not to us, and we never store your full card number.

Do you offer multi-buy discounts?

Yes, mix and match: every vial in your cart counts, whatever the product, and the discount applies to all of them: 2+ vials 5% off, 3+ vials 10% off, 5+ vials 20% off, 10+ vials 25% off. Only the highest tier you reach applies. Bacteriostatic water doesn't count towards the tiers and isn't discounted.

All FAQs

Ready to order?

See the full range, with lab reports on each product's certificate page.

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