Shipping & Returns Policy

Effective Date: July 2025
Welcome to AusCoreLab Pty Ltd. We are committed to delivering premium research-use-only compounds with reliable shipping, quality assurance, and dedicated customer service. Please read the following information carefully to understand our shipping practices, return policy, and customer support guidelines.

1. Shipping Options (Australia & International)

We offer fast, tracked shipping options to ensure timely delivery of research materials.

  • Free Standard Shipping on orders over AUD $300 within Australia.

  • Free Express Shipping on orders over AUD $600.

  • Most orders placed before 2:00 PM AEST (Monday–Friday) are dispatched the same business day. Orders placed after the cutoff or on weekends/public holidays ship the next business day.

2. International Orders & Import Responsibility

We proudly ship to approved international laboratories and research institutions.

Note: Some international destinations may have import restrictions or require permits for receiving research chemicals.

Import Duties & Customs

AusCoreLab does not cover import duties, taxes, or handling fees imposed by the destination country. These are the buyer’s responsibility.

  • Please check with your local customs authority regarding regulations and fees prior to ordering.

  • We cannot guarantee delivery to mail forwarding addresses or P.O. boxes outside Australia.

3. Product Availability & Shipping Restrictions

Some compounds may be restricted in certain regions. If an item in your cart cannot legally ship to your location, we’ll notify you promptly and issue a refund for that product if applicable.

Refer to individual product pages for known shipping limitations or availability updates.

4. Order Tracking

Once your order ships, you will receive an email confirmation including your tracking number.
We recommend creating an account during checkout to:

  • Track your order status

  • Access past orders and invoices

  • Update your delivery preferences

You may also check out as a guest, but tracking info will only be available via email.

5. Delays & Carrier Liability

While we dispatch orders quickly, shipping delays may occur due to customs, weather events, or courier backlogs. These are beyond our control, and we cannot offer shipping cost refunds for such delays.

We do our best to assist with tracking updates and courier follow-ups, but ultimate delivery responsibility rests with the carrier.

6. Order Cancellations

To cancel an order, contact us immediately at support@auscorelab.com. If the order has not yet shipped, we will cancel and refund the payment.
Once an order has been processed and dispatched, cancellation may not be possible.

7. Returns Policy

Due to the sensitive, perishable, and controlled nature of our compounds, we do not accept returns unless there is a verified error or damage.

If you receive a damaged, incorrect, or defective item, contact our team within 7 days of delivery for resolution (see Section 9 below).

8. Undelivered or Lost Packages

If your tracking information shows a package was delivered but you have not received it:

  1. Check with reception, building management, or neighbors.

  2. Contact the courier’s local office for GPS delivery confirmation.

  3. Allow up to 5 business days for late arrival.

If the package is not received after these steps, please email us at support@auscorelab.com, and we will investigate further.

9. Missing, Wrong, Damaged, or Defective Items

  • Missing Items: Contact us within 7 days. We will verify and promptly ship the missing items.

  • Incorrect Items: Report incorrect items immediately. We will ship the correct item and may issue a prepaid return label.

  • Damaged Items: Email us with clear photos of the item and packaging. Once verified, a replacement will be shipped.

  • Defective Items: If a product appears compromised (weight, purity, or packaging defect), contact us with supporting details. We may request a return sample for lab testing before issuing a replacement or refund.

All orders are carefully documented and photographed before dispatch to prevent and investigate disputes.

10. Chargebacks & Dispute Resolution

We take chargebacks and fraudulent claims seriously. Any account initiating a chargeback without prior communication may be permanently blacklisted.

If you have a concern or dispute, please contact us first at support@auscorelab.com — we aim to resolve issues promptly and professionally.

11. Our Commitment to You

At AusCoreLab, we are dedicated to providing high-purity compounds, dependable service, and transparent communication. If you experience any issues or have questions, please reach out to us — every inquiry is handled with care and urgency.

Email: support@auscorelab.com
Phone: +61 3 1234 5678
Address: 123 Research Park Drive, Melbourne, VIC 3000, Australia