This policy applies to orders delivered within Australia. It explains how Elite Bio-Tek processes and ships orders, what to do if a delivery issue occurs, and how we handle cancellations, damaged goods and other order concerns.
1. Shipping within Australia
Australian orders are sent through Australia Post using Parcel Post.
- Standard shipping is charged at the rate shown at checkout.
- Standard shipping is free when the value of the goods in an order is more than $200 AUD after discounts and before shipping charges.
- Orders for in stock products are dispatched within one business day after payment has cleared. Orders are processed Monday to Friday, excluding public holidays.
Delivery estimates begin once Australia Post has received the parcel. Parcel Post generally takes 2 – 4 business days within the same state and 3 – 6 business days interstate. Deliveries to regional or remote areas may take longer.
These timeframes are estimates, not guaranteed delivery dates. If we become aware of a significant delay affecting your order, we will provide updated information as soon as reasonably possible.
2. Discreet packaging
Orders are packed in plain outer packaging without prominent Elite Bio-Tek branding or a description of the contents. The parcel label will still display the information required by Australia Post and any applicable law.
3. Tracking
Tracking details will be sent to the email address used at checkout once the shipping label has been created. Tracking may not show movement until Australia Post has collected or scanned the parcel.
You do not need an account to place or track an order. Creating an account simply makes it easier to view previous orders and contact us about a purchase.
4. Delivery details
Please check the delivery address carefully before submitting your order. If you notice an error, contact us immediately. We will make reasonable efforts to update the address before dispatch, but changes cannot be guaranteed once an order has entered processing.
If a parcel is returned because the address supplied at checkout was incomplete or incorrect, we can arrange redelivery after it is returned to us. Additional postage may apply. This does not apply where the addressing error was made by Elite Bio-Tek or where a remedy is available under the Australian Consumer Law.
5. Cancellations
You may request a cancellation at any time before your order is dispatched. If the cancellation can be completed in time, the amount paid will be refunded to the original payment method.
Once an order has been dispatched, it cannot be cancelled for change-of-mind reasons. This does not affect any rights you may have under the Australian Consumer Law.
6. Change-of-mind returns
Because the integrity and storage history of returned research products cannot be verified, Elite Bio-Tek does not accept returns or provide refunds where a customer has simply changed their mind, ordered the wrong item or no longer requires the product.
This change-of-mind policy does not apply where an item is faulty, damaged, unsafe, incorrectly supplied, materially different from its description or otherwise fails to meet a consumer guarantee.
7. Damaged, faulty, missing or incorrect items
Please contact us promptly if your order arrives damaged, contains the wrong item or is incomplete. Include your order number and, where reasonably possible, clear photographs of the parcel, packaging, shipping label and affected product. Keep the packaging and product until we advise whether they are needed for assessment.
Elite Bio-Tek may inspect or request reasonable evidence of the issue before providing a remedy. Where a product fails to meet a consumer guarantee, the remedy available will depend on the circumstances and the seriousness of the problem. This may include a replacement or refund required by the Australian Consumer Law.
Any replacement provided for an item that was damaged, incorrect or missing because of an error by Elite Bio-Tek will be sent at no additional cost.
We ask that visible transit damage or packing errors be reported within 24 hours of delivery where possible, as early notice helps us investigate the matter with Australia Post. This request does not limit the period in which you may be entitled to a remedy under the Australian Consumer Law.
8. Parcels marked as delivered but not received
If Australia Post marks your parcel as delivered but you cannot locate it:
- Check around the delivery address, including any safe-drop location.
- Ask other people at the address and, where appropriate, nearby neighbours whether they accepted the parcel.
- Check the tracking page for delivery details, collection instructions or a photograph.
- Contact us promptly so that we can review the delivery and, where appropriate, open an enquiry with Australia Post.
We may need to allow Australia Post a reasonable opportunity to investigate. If the parcel is confirmed as lost or incorrectly delivered and cannot be recovered, Elite Bio-Tek will provide an appropriate resolution, which may include a replacement or refund.
9. Delayed or undelivered orders
Postal delays can occasionally occur. If your parcel has not arrived within the estimated timeframe, please contact us so that we can check the tracking information and assist with an Australia Post enquiry.
If we cannot supply or arrange delivery of an order within the stated timeframe or within a reasonable time, we will offer a solution appropriate to the circumstances and our obligations under the Australian Consumer Law.
10. Payment enquiries and disputes
If you believe a payment is incorrect or you have not received an agreed refund, please contact us so we can investigate. Contacting Elite Bio-Tek first is often the quickest way to resolve a billing issue, but it does not prevent you from contacting your bank, payment provider or a consumer protection body. All payment formats must match the registered billing address.
11. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.
12. Contact
For shipping, delivery or order assistance, contact:
Elite-BioTek
Email: orders@elitebiotek.com
Please include your order number in the subject header so we can locate your purchase promptly.