Express Post, sent the same business day.

All orders are packaged securely and discreetly in plain, unmarked outer packaging to protect product integrity during transit and keep your delivery private.

Australia Post Express Post

All orders are shipped exclusively via Australia Post Express Post. No other shipping methods are offered.

Estimated delivery: 1–3 business days (next business day for most metro areas).

Delivery times are estimates and may vary depending on location.

Orders are shipped in plain, unbranded packaging with no external product identification. Discretion and integrity are maintained throughout fulfilment.

We ship to all Australian states and territories:

• New South Wales (NSW)
• Victoria (VIC)
• Queensland (QLD)
• Western Australia (WA)
• South Australia (SA)
• Tasmania (TAS)
• Australian Capital Territory (ACT)
• Northern Territory (NT)

International shipping is not offered.

Orders are typically processed within 1–2 business days after successful payment verification.

Orders placed on weekends or public holidays are processed on the next business day.

Pre-order items are clearly marked and typically ship within 1–2 weeks.

If an order contains both in-stock and pre-order items, the full order will be dispatched together once all items are available.

If you require in-stock items urgently, we recommend placing separate orders.

All Australia Post Express Post shipments include tracking. Tracking details are provided via email once your order has been dispatched.

Where required, temperature-sensitive materials are packaged using appropriate protective measures to help maintain integrity during transit. Express dispatch is used to minimise transit time.

During checkout, you can choose from two delivery handling options:

For added security, you can add Signature on Delivery at checkout for a small additional fee of $4.95. Orders over $350 include Signature on Delivery automatically at no extra cost. This requires the carrier to obtain a signature from a person at the delivery address before releasing the parcel.

Why choose Signature on Delivery?

• Provides proof your parcel was received by a person
• Prevents the carrier from leaving parcels unattended
• Strongest protection against lost or stolen parcels

What happens if no one is home?

The carrier will leave a notification card and your parcel will be held at the nearest Australia Post post office for collection. You can collect it using your tracking number and valid ID.

What to do if your parcel has not arrived or you believe it is missing:

Tracking shows "Delivered" but you did not receive the parcel

If you used Authority to Leave (default): You accepted responsibility for the parcel once delivered. Check around your property, with neighbours, and in any safe spots. Neo Labs is not liable for parcels left unattended per your authorisation.

If you selected "Signature on Delivery": Check your tracking for the signature record. If no valid signature was obtained, please lodge a formal investigation with Australia Post directly. Neo Labs will work with you toward a resolution if the carrier confirms a fault.

Tracking does not show "Delivered" (parcel lost in transit)

If your tracking has not updated for an extended period and the parcel does not show as delivered, please contact us within 14 days of the estimated delivery date. We will lodge an investigation with Australia Post on your behalf. If the carrier confirms the parcel is lost, we will arrange a replacement or store credit at our discretion.

How to report a missing parcel:

1. Email support@neolabs.au within 14 days of the delivery or estimated delivery date
2. Include your order number and tracking number
3. Describe the issue and your delivery preference at checkout
4. Include any screenshots of tracking status if available
5. Allow up to 5 business days for our team to investigate

Lodge a claim with Australia Post

For parcels where the carrier is at fault (e.g. left without authorisation, lost in transit), customers can also lodge a formal investigation directly with Australia Post at auspost.com.au/receiving/lost-or-damaged. You will need your tracking number and order details.

Delivery timeframes are estimates only and are not guaranteed. Neo Labs is not responsible for delays caused by shipping carriers, weather conditions, or circumstances beyond our control.

Because our products are sensitive laboratory materials, we do not accept returns or exchanges where a customer has changed their mind or ordered the wrong product.

This change-of-mind policy does not exclude or limit any rights or remedies available under the Australian Consumer Law.

If your order arrives damaged, contains an incorrect product or is missing an item, please contact us as soon as reasonably possible with your order number and photographs or other information reasonably required to assess the issue. Where appropriate, we will arrange a replacement at no additional cost. Depending on the circumstances and your rights under the Australian Consumer Law, another remedy — including a refund — may apply.

If a parcel is lost or damaged in transit, please contact us directly. We will investigate the matter with the delivery provider and arrange an appropriate remedy where required. Customers will not be required to resolve qualifying issues directly with the carrier.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Read the full returns policy.

All products supplied by Neo Labs are research materials only. We cannot accept returns or replacements for issues arising from improper handling, storage, or use outside recommended research conditions.

For shipping or order-related enquiries, please contact:

support@neolabs.au