Shipping & delivery
Shipping options
You pick the carrier at checkout. All products are on pre-order while stock arrives. Orders are expected to be dispatched within 2 to 3 weeks. You pay at checkout and can cancel any time before dispatch for a full refund.
| Carrier | Ships to | Rate | Free over |
|---|---|---|---|
| Australia Post Express | Australia only | A$20 | A$300 |
| DHL Express | Australia and worldwide | A$35 | A$300 |
Rates are per order. Free-shipping thresholds apply to the order subtotal before multi-buy discounts. Prices are in Australian dollars.
The details
| Pre-orders | All products are on pre-order while stock arrives. Orders are expected to be dispatched within 2 to 3 weeks. You pay at checkout and can cancel any time before dispatch for a full refund. |
|---|---|
| Ships from | Australia |
| Carriers | Australia Post Express (Australia only) · DHL Express (Australia and worldwide) |
| Rates | One flat rate per order, whatever its size or weight |
| Delivery times | Australia Post Express (Australia only): 3–5 business days. DHL Express (Australia and worldwide): typically by end of day on the next possible business day. Delivery times count from dispatch and are estimates, not guarantees. They vary by destination, and customs clearance can add time to international orders. |
| Tracking | Every order is tracked. We email you the tracking number once your order has been dispatched. You can follow it on the carrier's website. |
| Packaging | Plain, unbranded outer packaging. |
| Your address | Please check it carefully at checkout. If you spot a mistake, email us straight away and we'll try to fix it before dispatch. Once the parcel is with the carrier, whether the address can still be changed is up to the carrier. |
| Missed or undeliverable parcels | If a carrier can't deliver, it may leave a card or hold the parcel for collection, so please collect it before the carrier's holding period runs out. If a parcel comes back to us as undeliverable, we'll get in touch about what happens next. |
| Delayed or lost parcels | If tracking hasn't moved for several business days, or says delivered when nothing has arrived, email us with your order number. We'll take it up with the carrier and keep you posted. If the carrier confirms the parcel lost, we'll reship your order or refund it. |
| Damaged, wrong or missing items | Email us within 7 days of delivery with your order number and photos, and keep the packaging. The returns policy explains what happens next. |
| International orders | DHL Express delivers outside Australia. You're the importer: check that your order can be lawfully imported where you are, and pay any duties, taxes or fees charged on arrival. DHL may contact you for customs details or payment before it delivers. |
| Questions | Email [email protected] with your order number. We reply within 24 hours on business days. Support hours: Monday to Friday, business hours (Sydney time, AEST/AEDT). |
Returns
We don't accept change-of-mind returns. Faulty, damaged, wrong or missing items are different: the Australian Consumer Law covers them, and we'll put things right. The full policy explains how.
Damaged in transit
Email us within 7 days of delivery with your order number and photos of the box, packaging and vials. Keep the packaging until we've sorted it out.
Returns and refunds
How to report a problem, what's covered and how refunds are paid: read the returns policy.
Need help with an order?
Email [email protected] with your order number. We reply within 24 hours on business days.