FAQ
Frequently Asked Questions
Track my order / delivery
1: Where is my order / how long will it take?
The fastest answer is our live order tracker — it shows your payment status, where your order is in our process, and the live Australia Post tracking once it’s dispatched.
Enter your order reference (the AP-XXXXXXXX code) below and you’ll be taken to Track your order — you just add the surname on the order. Once dispatched, a parcel sits with Australia Post for delivery; transit times are on their side, and their estimates are usually conservative and pull forward as it moves.
2: Tracking is stuck, or it says delivered but I don’t have it
First, open Track your order to see the latest scan. If a parcel has genuinely stalled, or shows delivered but hasn’t arrived, Australia Post can only investigate on a request from the recipient — please lodge a missing-parcel enquiry with them directly at auspost.com.au, the AusPost app, or by phoning 13 76 78.
We hold proof of postage on file to support your claim, and once AusPost confirms the parcel is lost or misdelivered we’ll sort out a replacement. If you’ve already done that, send us the details below.
3: How long does delivery take / when will my order dispatch?
Paid orders with in-stock items dispatch within 1 business day. From dispatch, Australia Post transit is typically 2–5 business days for Standard and faster for Express, depending on your location — their estimates are usually conservative and pull forward as the parcel moves.
For a specific order, the live tracker shows exactly where it is — payment matching, dispatch, and the Australia Post scan history.
4: My order has a pre-order item — when will it ship?
Every pre-order item carries an estimated dispatch window, and the live tracker shows the current window for your order — plus anything we’ve already shipped ahead if part of your order was in stock.
Enter your AP- reference below to jump straight in. Product pages on the shop also show the estimated window before you buy.
Payment
1: Did my payment go through? Is my order confirmed?
Our order tracker shows whether we’ve received and matched your payment yet — enter your AP- reference below and add the surname on the order.
Most PayID and bank transfers match automatically within minutes (some banks hold a first-time PayID to a new payee for up to 24 hours). Paying the exact amount shown, cents included, helps it match automatically.
2: PayID won’t work / I get an error
Our PayID is linked to our ABN, not an email address. In your banking app, choose the “ABN” PayID type (not Email or Phone) and enter the ABN shown on your order/checkout instructions.
Bank transfer is always available as a fee-free fallback — the account details are on your order confirmation and checkout page. Pay the exact amount, cents included, and add your AP- reference.
3: paid over 24 hours ago and it’s still not confirmed
If it’s been more than 24 hours and you still haven’t had an “Order Confirmed” email, let’s get it matched manually. On the next step we’ll ask for the date and time you paid and a screenshot of your payment confirmation, so we can find it quickly.
Tip: also double-check your spam folder for the confirmation email first.
4: How do I pay? (PayID / bank transfer)
We accept PayID and bank transfer — both fee-free. The exact payment details for your order are shown at checkout and again in your “Order Received” email. Our PayID is the ABN type — choose “ABN” in your banking app, not Email or Phone.
Pay the exact amount shown, cents included, and put your AP- reference on the transfer so it matches automatically. Most payments match within minutes; bank transfers can take up to 1 business day.
Mixing my vial (BAC water)
1: How much BAC water do I add, and how do I mix it?
The exact amount is product-specific, and every product has a step-by-step start guide with the reconstitution maths, the recommended BAC water volume, and a walkthrough video.
As a rule of thumb most vials take up to 3 mL of BAC water (NAD+ and Glutathione take more) — the per-product table is on our FAQ. Add the water slowly down the inside wall and swirl gently; never shake.
Is it legit? / CoA
1: How do I know the products are legit / tested?
We’re a registered Australian business dispatching from Melbourne. Our peptides are independently third-party tested by HPLC for identity and purity — each product’s exact result is on its Certificate of Analysis, published in our CoA library.
Orders ship with Australia Post tracking, reviews are on the product pages, and payment is via PayID or bank transfer. All products are supplied strictly for in-vitro laboratory and research use only.
Bulk pricing
1: Do you offer bulk pricing?
Yes — we offer discounted pricing on larger quantities. Tell us the products and quantities you’re after and we’ll put together a tailored quote for you.