Shipping & returns
Discreet, secure and tracked — with a straight-up policy on what happens if something goes wrong.
Last updated: 1 June 2026
Securely packed
Temperature-sensitive vials ship in insulated packaging with gel packs to protect the compound in transit.
Plain & discreet
Unbranded outer packaging with no reference to contents. Your statement descriptor is discreet too.
Tracked, every time
A tracking number lands in your inbox the moment your order leaves our Queensland facility.
Dispatch times
Orders are picked, verified against their certificate of analysis, and dispatched from Queensland within one business day of payment clearing. Orders placed on weekends or public holidays are sent the next business day.
Rates & free shipping
Flat-rate express shipping applies Australia-wide. Shipping is free express on all orders over $200. Careful handling is included at no extra cost — we don't charge you extra to look after your research materials.
- Standard express (metro): typically 1–3 business days.
- Regional and remote areas: typically 3–7 business days.
- Free shipping threshold: $200 (after any discounts).
Delivery & tracking
You'll receive tracking by email at dispatch. Someone should be available to refrigerate the vials on arrival — while our packaging protects the compound in transit, prompt cold storage preserves it best. We currently ship within Australia only.
Damaged or lost orders
If your order arrives damaged or incorrect, contact us within 48 hours of delivery with photos and we'll resolve it directly. If tracking shows your order is lost in transit, contact us within 7 days of the expected delivery date and we'll arrange a replacement or refund promptly.
Returns policy
Due to the nature of our products, we're unable to accept returns once an order has shipped. This applies to all orders, including:
- Opened or reconstituted vials.
- Unopened products.
- Products stored outside recommended conditions after delivery.
The exceptions: orders that arrive damaged or incorrect (see above), and products covered by our purity guarantee below.
Batch guarantee
Every batch we ship is matched to a published certificate of analysis. In the unlikely event a batch you received fails verification against our records, stop using it and contact us — we'll replace it or refund you in full. You can always check your batch first on the Verify page. If you'd like to independently test an unopened product yourself through Ozcanium Analytical, see the terms for independent testing in our FAQ.
Questions about an order? Email [email protected].