How can we help?
Orders, payments, delivery, testing and support — all in one place.
SA Dispatch · Tracked Australia-wide · Australian support
Quick help
Orders & Tracking
Order status, dispatch and tracking information.
Payment
Bank transfer instructions, payment confirmation and common payment questions.
Shipping & Returns
Delivery, address changes and help with incorrect or damaged products.
Testing & COAs
Product testing and Certificate of Analysis documentation.
Orders & Tracking
Once payment has been confirmed, your order progresses to packing and dispatch.
When your order ships, you’ll receive an email containing your Australia Post tracking information.
Orders paid and confirmed before 2:00pm ACST Monday to Friday are generally dispatched the same business day from SA.
If you want to check an existing order, use your order details to access the order tracking tool.
Payment
Neo Labs currently accepts bank transfer.
Payment instructions and your order reference are provided after checkout.
Use your Neo Labs order number as the payment reference so we can match your payment quickly.
Orders are dispatched after payment has been received and confirmed.
Shipping & Returns
Neo Labs dispatches from SA with tracked Australia Post delivery Australia-wide. Tracking is emailed after dispatch.
Orders paid and confirmed before 2:00pm ACST Monday to Friday are generally dispatched the same business day. Orders confirmed after the cut-off, on weekends or on South Australian public holidays are generally dispatched the next business day.
If your delivery address is wrong, contact Support immediately. We may be able to update it before dispatch; changes may no longer be possible once Australia Post has received the parcel.
For an incorrect, damaged or defective product, email support@neolabs.au with your order number and clear photographs of the product and packaging. Once confirmed, we’ll arrange an appropriate replacement or refund.
We do not accept change-of-mind returns for sealed research materials. Your rights under Australian Consumer Law remain unaffected.
Testing & COAs
Available product testing and Certificate of Analysis documentation can be accessed through the Neo Labs Testing / COA Library and, where applicable, directly from individual product pages.
Testing documentation relates to the product or sample identified in the report. It does not constitute medical or therapeutic approval.
Common questions
Still need help?
Send us your question and include your order number if it relates to an existing order.
support@neolabs.auFor damaged or incorrect products, photographs can be sent by email.