From dispatch
to delivery.

Delivery coverage

We primarily deliver to eligible addresses within Australia. Service availability can vary by postcode, carrier coverage, product requirements and applicable law.

We do not offer international delivery unless it has been expressly confirmed by ONEBIO LABS in writing before the order is placed. Customers must not use parcel-forwarding arrangements to bypass a delivery restriction.

Order processing and dispatch

After an order is accepted and payment is confirmed, it enters processing. Processing includes order review, stock allocation, packing and carrier preparation. Orders placed outside business hours, on weekends or on public holidays begin processing on the next available business day.

Processing time may vary because of order volume, product availability, address checks or circumstances outside our reasonable control. Dispatch confirmation is sent when the parcel is handed to the carrier.

Shipping costs and delivery estimates

Available services and shipping charges are shown during checkout or confirmed before payment where an order is arranged directly. Charges can depend on the destination, parcel size, service level and any product-specific handling requirements.

Delivery timeframes are estimates, not guaranteed arrival dates. A carrier estimate begins after dispatch, not when the order is placed.

Delivery address and receipt

You are responsible for entering a complete, accurate and serviceable delivery address. Review the address carefully before confirming an order. Contact us immediately if a correction is needed. We cannot promise that an address can be changed after processing or dispatch has begun.

Authority to leave, signature and collection options depend on the carrier and selected service. You are responsible for monitoring delivery and arranging prompt, lawful receipt and appropriate storage of the parcel.

Additional carrier costs caused by an incorrect address, failed delivery or uncollected parcel may be payable by the customer where permitted by law.

Tracking your order

When tracking is available, the tracking reference is sent to the email address associated with the order. Carrier scans can take time to appear after dispatch.

If tracking has not updated for an unusual period, first check the carrier page and any delivery notices. You can then contact us with your order reference so we can review the available information and, where appropriate, raise an enquiry with the carrier.

Delays and events outside our control

Delivery may be delayed by carrier congestion, remote-area schedules, weather, natural events, public holidays, transport disruption, security checks or other circumstances outside our reasonable control.

We will provide available information and reasonable support, but we are not responsible for a carrier delay that we did not cause. This does not limit any right or remedy that cannot lawfully be excluded.

Damaged, missing or incorrect parcels

If a parcel arrives visibly damaged, contains an incorrect item or appears incomplete, contact us as soon as reasonably possible. Keep the parcel, product and packaging while we assess the issue.

Please provide your order reference, a clear description and photographs where relevant. If tracking shows delivery but the parcel cannot be located, check the delivery address, safe locations, household members and any carrier notice before contacting us.

We will assess the information, work with the carrier where needed and provide a remedy where required under our Returns Policy or applicable law.

Shipping support

For the fastest assistance, include your order reference, delivery postcode and the current tracking status.