Legal
Shipping & Payments
How we pack, dispatch and charge for orders. Estimates on this page are estimates — once a parcel is with the carrier, its progress is outside our control, and we would rather tell you that up front than after.
12:00 PM
Same-day dispatch cut-off
2–5 days
Standard delivery, Australia-wide
$300+
Free shipping over
1. Dispatch Times
Orders placed before 12:00 PM on a business day are dispatched the same day. Orders placed after that, or at a weekend or public holiday, go out on the next business day.
If we cannot dispatch within the time stated when you ordered — or within 30 days where no time was stated — we will contact you before that deadline and give you the choice of waiting or cancelling for a full refund. That is set out in full in section 3 of our Returns Policy.
2. Delivery Estimates
Standard domestic delivery is typically 2 to 5 business days from dispatch. Expedited services, where offered, are shown with their own estimate at checkout.
These are the carrier’s working estimates, not guarantees. Weather, carrier backlogs, customs and address problems all move dates, and none of them are within our control once a parcel has left us.
3. Shipping Cost
Domestic shipping is free on orders over $300. Below that, and for expedited services, the cost is calculated from the destination and the service selected, and is shown before you confirm the order. There are no shipping charges added after that point.
4. How We Pack
Lyophilised material is shipped in sealed vials, packed to survive ordinary carriage. Outer packaging is plain and carries no description of the contents beyond what carrier and customs rules require.
Inspect the parcel when it arrives. If the outer box is damaged, photograph it before unpacking any further — the state of the box is usually the clearest evidence of what happened, and it cannot be reconstructed afterwards.
5. Tracking
Every shipment is tracked. You will receive the tracking number by email when the order is dispatched. Tracking can take up to 24 hours to show movement after the number is issued, which is normal and not a sign that anything is wrong.
If tracking has not updated for five business days, contact us with your order number and we will open an investigation with the carrier.
6. Title and Risk
Title and risk of loss pass to you when the carrier takes possession of the parcel, as section 6 of our Terms and Conditions provides.
In practice we do not leave you to deal with a carrier alone. Where a shipment is lost or damaged in transit, we open and pursue the claim on your behalf, because we are the shipper of record and it is far easier for us to do than for you. Tell us and we will handle it.
7. Where We Ship
Harbourpep supplies from Australia to delivery addresses within Australia only. We do not currently ship internationally.
8. Addresses and Delivery Attempts
You are responsible for giving us a correct and complete delivery address, and for making sure someone can receive the shipment. We are not responsible for parcels lost after delivery to the address you gave us.
Where a parcel comes back to us because the address was wrong or incomplete, or because delivery was refused, we will contact you. You may have it reshipped at the cost of postage, or refunded less the original outbound shipping.
Address changes are only possible before dispatch. Once a parcel is with the carrier we cannot redirect it.
9. Payment
Prices are shown in Australian dollars and include GST where applicable. Shipping is calculated and shown before you confirm your order.
Payment is taken through established third-party payment providers. Your card details are submitted directly to the provider over an encrypted connection — Harbourpep does not receive or store your full card number. See our Privacy Policy for what we do hold, and section 5 of our Terms for how pricing works.
A binding contract is formed when we confirm dispatch, not when payment is authorised. If we cannot fulfil an order after taking payment, we refund it in full.
10. If Something Goes Wrong
Damaged, short and incorrect shipments are covered by our Returns Policy. Report them within 7 days of delivery with your order number and photographs of the packaging and its contents, and we will replace or refund the item.
11. Contact Us
Questions about a shipment go to support@harbourpep.net. Include your order number and a person will answer.
Needs your input
The dispatch cut-off, the 300 dollar free shipping threshold and the 2 to 5 day delivery estimate are all carried over from copy already on the site rather than confirmed with a carrier. Confirm them against your actual account before this goes to customers, along with whether Harbourpep will ever ship outside Australia and whether you are offering an expedited service at launch.
This policy sits alongside our Terms and Conditions, Returns Policy and Privacy Policy. All products supplied by Harbourpep are for in vitro laboratory research only.
Questions about this policy?
Write to us and a person will answer. We would rather take a hard question than have you guess at the answer.
support@harbourpep.net