Shipping policy

Payment and Processing Time

Payment must be received prior to shipping. Once your payment has been confirmed, your order will be processed and dispatched within one business day.

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

Shipping Locations

We currently ship within Australia only. International shipping is not available at this time.

Shipping Timeframe

All orders are dispatched via Australia Post Express Post from our location in Ardeer, Victoria. Typical shipping timeframes are as follows:

Same state (Victoria): 1 to 2 business days for metro areas, longer for regional
Interstate (outside Victoria): 1 to 3 business days for metro areas, longer for regional
Remote areas: 3 to 7 business days

Free Express Shipping is available on all orders over $150 AUD.

Delivery timeframes are estimates provided by Australia Post and may vary due to circumstances outside of our control. While we aim to provide accurate shipping estimates, delivery dates cannot be guaranteed.

Packaging and Handling

All products are dispatched in tamper evident, professionally labelled packaging appropriate to the nature of the contents. Temperature sensitive products including lyophilised reference compounds are dispatched in insulated packaging with cold packs where required. Lyophilised peptide reference materials remain stable at ambient temperature for the duration of standard Australia Post Express transit, provided the package is not left in direct sunlight or extreme heat for prolonged periods after delivery.

Upon receipt, products should be transferred to storage at the conditions specified on the product label and Certificate of Analysis, typically minus 20 degrees Celsius, protected from light and moisture.

Tracking

A tracking number is emailed to you within one business day of dispatch. You can track your parcel at auspost.com.au using this number.

Lost, Delayed, or Damaged Parcels

If your parcel has not arrived within the expected timeframe, first check the Australia Post tracking page. Most apparent delays resolve within one to two additional business days. If the parcel is still missing after that period, contact us at enquires@stackdlabs.com.au with your order and tracking numbers and we will lodge an investigation with Australia Post.

If your parcel arrives damaged, do not open the inner packaging. Take photographs of the outer packaging, the inner contents, and the shipping label, and contact us within 7 days at enquires@stackdlabs.com.au. We will either dispatch a replacement at our cost or refund the order, in accordance with our Refund Policy.

Address Accuracy

It is your responsibility to provide an accurate shipping address at checkout. We are not able to redirect parcels once they have been lodged with Australia Post. Parcels returned to us due to an incorrect or incomplete address will incur a re-shipping fee equal to the original shipping cost.