Australian Shipping 

We currently ship to eligible addresses within Australia. 

We may be unable to deliver to certain remote areas, parcel lockers, PO boxes or restricted locations depending on the product and carrier. 

We reserve the right to decline or cancel an order where delivery is unavailable, unlawful or operationally impractical. 

Order Processing 

Orders are generally processed during normal business days, excluding weekends and public holidays. 

Our target dispatch timeframe is same day after cleared payment. 

Processing may take longer during: 

• product launches; 
• sales and promotional periods; 
• weekends or public holidays; 
• unusually high order volumes; 
• payment-verification reviews; 
• severe weather or emergencies; or 
• stock or carrier disruptions. 

Dispatch timeframes are estimates and are not guaranteed. 

Shipping Charges 

Shipping charges are calculated and displayed at checkout before payment. 

Available services and prices may vary according to: 

• delivery address; 
• parcel size and weight; 
• carrier availability; and 
• selected delivery speed. 

Delivery Estimates 

Estimated delivery times begin after the parcel has been dispatched, not when the order is placed. 

Carrier estimates are provided as a guide only. Prime BioLabs cannot guarantee delivery on a particular date. 

Delivery delays may occur due to weather, public holidays, network congestion, carrier disruptions, incorrect addresses or other events outside our reasonable control. 

Tracking 

Tracking details will be sent to the email address or telephone number supplied during checkout where tracking is available. 

You are responsible for: 

• monitoring tracking updates; 
• ensuring the delivery address is accessible; 
• arranging collection where required; and 
• contacting the carrier promptly about delivery instructions. 

Delivery Address 

You must provide a complete and accurate delivery address. 

Contact us immediately if you identify an error. We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched. 

We are not responsible for delivery failure caused by an incorrect or incomplete address supplied by the customer, except to the extent required by law. 

Additional postage may apply if a parcel is returned and must be resent. 

Authority to Leave 

Where you or the carrier authorise a parcel to be left unattended, responsibility for the parcel may pass when the carrier records it as delivered, subject to applicable law. 

Choose a secure delivery address. Prime BioLabs is not responsible for theft or loss occurring after valid delivery, except where required by law. 

Missed Deliveries 

If no one is available to receive the parcel, the carrier may: 

• leave it in a safe location; 
• take it to a collection point; 
• arrange redelivery; or 
• return it to us. 

You are responsible for collecting a parcel within the carrier’s stated timeframe. 

Returned Parcels 

Where a parcel is returned because of: 

• an incorrect or incomplete address; 
• refusal of delivery; 
• failure to collect; 
• an inaccessible delivery location; or 
• another issue caused by the recipient, 

we may require payment of additional shipping charges before resending it. 

Any refund for a returned order will be assessed in accordance with our Returns and Refunds Policy and applicable law. 

Delayed Parcels 

Check the tracking information before contacting us. 

Where tracking has not updated for an extended period, contact us at info@primebiolabs.com.au. We may open an investigation with the carrier. 

Carrier investigations can take time, and we may need to wait for the carrier’s outcome before providing a resolution. 

Lost Parcels 

A parcel is not considered lost merely because it is delayed. 

Where a carrier confirms that a parcel has been lost, we will provide an appropriate remedy in accordance with applicable law and the circumstances of the order. 

Damaged Parcels 

Notify us as soon as reasonably possible if an order arrives damaged. 

Provide: 

• your name; 
• order number; 
• photographs of the external packaging; 
• photographs of the shipping label; 
• photographs of the damaged product; and 
• a description of the issue. 

Retain all packaging and products until the claim has been assessed. 

Incorrect or Missing Items 

Contact us promptly if an item is missing or incorrect. 

Do not open or use an incorrectly supplied item. We may ask for photographs and may provide return instructions. 

Temperature and Transit Conditions 

Products may be exposed to ordinary temperature variations during transport. 

Unless expressly stated otherwise, delivery is not conducted through a validated cold-chain service. 

Customers are responsible for reviewing the product information and determining whether the available delivery method is suitable for their legitimate research requirements before ordering. 

Contact 

Shipping enquiries can be sent to: 

Email: info@primebiolabs.com.au