Shipping & Returns
Fast, discreet delivery Australia-wide, and a fair returns policy that protects your rights under Australian Consumer Law. Questions? Email [email protected].
Shipping
Dispatch
Please allow up to 72 hours (3 business days) for us to process and pack your order. Most orders are dispatched within 48 hours. This handling time applies to all shipping options, including Express Post: Express speeds up delivery once your parcel is with Australia Post, not the time it takes us to pack it. You’ll receive a tracking number by email once your order ships.
Shipping options and costs
- Australia Post Parcel Post: $10 (typically 2–6 business days)
- Australia Post Express Post: $15 (typically 1–3 business days to metro areas)
- Free standard shipping on orders over $200
- Free Express Post on orders over $250
Delivery times are Australia Post estimates and can be longer for regional and remote areas. We currently ship within Australia only. All orders are sent in plain, discreet, protective packaging.
Delivery: safe place or signature
At checkout you can choose how your parcel is delivered: left in a safe place (free, authority to leave) or signature on delivery (+$4). If you choose a safe place, the parcel is your responsibility once Australia Post tracking shows it as delivered to the address you gave us.
Delayed, missing or lost parcels
- No tracking movement for 10 business days? Email us with your order number. We’ll lodge an investigation with Australia Post and, if the parcel is confirmed lost in transit, we’ll resend your order or refund you.
- Tracking shows delivered but you can’t find it? Please check with neighbours, your mailroom or your local post office first. A parcel that tracking shows as delivered to the address you provided is treated as delivered, but we’ll help you lodge an enquiry with Australia Post.
- Incorrect address: please double-check your address at checkout. If a parcel is returned or lost because of an incorrect or incomplete address, re-sending costs are the customer’s responsibility.
Returns and refunds
Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged or isn’t what you ordered, email [email protected] with your order number and photos of the item and packaging. Please let us know within 7 days of delivery so we can resolve it quickly with the carrier. We’ll offer a refund, replacement or repair, and we cover return postage for faulty or incorrect items.
No warranty on pens
We don’t offer any warranty on pens, including dispensing pens. This doesn’t change your rights under the Australian Consumer Law: if a pen arrives faulty, damaged or not as described, email [email protected] and we’ll sort it out as described above.
Change of mind
- Sterile and hygiene items (needles, syringes, vials, cartridges, water, swabs and filters) can’t be returned for change of mind once dispatched. We can’t guarantee sterility once a product has left our hands, so we never resell returned sterile items.
- Non-sterile accessories (pens, cases, sharps containers, vial openers, ice packs and storage boxes) can be returned for change of mind within 14 days of delivery if they are unused and in their original sealed packaging. Return postage is at your cost, and we refund the item price once the return arrives and has been checked.
How refunds are paid
Approved refunds go back to your original payment method, usually within 5–10 business days of approval. For faulty items you can always choose a refund instead of store credit.
How to start a return
Email [email protected] with your order number, the item(s) and the reason for the return (plus photos for faulty or damaged items). Please don’t send items back before we’ve replied with return instructions.