FAQ

1. When will my order ship?

Most orders placed before 12pm AEST will be despatched same-day. Unfortunately, cold goods cannot be shipped on a Friday as they will be delayed in transit over the weekend, therefore it is recommended that you place orders containing refrigerated items earlier on in the week.

Expedited shipping is available on most items and is covered by our flat-rate shipping fee. If you would like expedited shipping on your order, please specify this at checkout

2. My order is late. When will it arrive?

You can track your order via the tracking email that StarTrack sends to your clinic's nominated email address. If you did not receive a tracking email, please give us a call and we'll trace your item for you.

All shipments are subject to courier delays, and while we will endeavour to send your parcel on the fastest service we can use to get it to you in time, we're often unable to give you an accurate ETA.

We appreciate your patience and understanding in these challenging times.

3. My order arrived warm. What now?

Australian summers are know for their hot, humid days, and as a result refrigerated orders may warm up during transit.

Provided your order has arrived within 3-5 days and you continue to follow all storage, handling and testing instructions correctly, the tests for your Vepa analysers will not be negatively affected.

The storage requirements for these products is specified to achieve their overall shelf life, rather than a strict requirement for transport. Many tests that we receive from our suppliers ship to us from overseas with no thermal control packaging at all.

If your package has been delayed in transit or if you are doubtful about your tests, please run a QC test on one of your items; if you notice any abnormal results, please contact Vepa as soon as possible and we will be able to help you fill out a claim form to receive replacement consumables.

4. My order was damaged in transit. What now?

While Vepa endeavours to ensure that your items will make it to you in sound condition, some times things can get damaged in transit.

If your order arrives to you and is unusable, please contact us as soon as possible to organise a credit to your account, or replacement item to be sent out as soon as possible.

5. When will an item I've backordered be available?

Vepa will always try to keep plenty of stock available for our customers, but if we're out of stock for any reason including shipping delays, manufacturer issues, damaged goods, short-dated items expiring, or product recalls, our next shipment will already be in the works and we'll be waiting on it to arrive.

Please give us a call to check when our next batch of stock is expected. If we're completely out of stock of an item and you require it urgently, please contact Vepa so we can help you arrange alternative methods of in-house testing.