Shipping policy

This Shipping Policy explains how Pepwise prepares and dispatches orders placed through pepwise.com.au.

Pepwise products are supplied strictly for laboratory and educational research purposes only. They are not supplied for human or animal consumption.

We aim to prepare accepted orders promptly after payment has been confirmed and order checks have been completed.

Dispatch timing may vary depending on product availability, order volume, payment review, address checks, carrier pickup times, weekends, public holidays, weather, or other events outside our reasonable control.

Delivery estimates are provided as guidance only and are not guaranteed delivery dates.

Once an order is with the carrier, delivery timing is controlled by the carrier network. Pepwise is not responsible for delays caused by the carrier, customs or regulatory review, incorrect addresses, failed delivery attempts, or local delivery conditions.

Where tracking is available, tracking details will usually be sent to the email address or contact method provided at checkout.

Tracking updates may take time to appear after a parcel is collected or scanned by the carrier.

You are responsible for providing a complete, current, and accurate delivery address at checkout.

Pepwise is not responsible for loss, delay, return, or misdelivery caused by incorrect, incomplete, inaccessible, or outdated delivery information. If you notice an address error, contact us as soon as possible. We cannot guarantee changes after an order has entered fulfilment.

Orders are packed with care and discretion. External packaging is intended to protect the parcel during transit and avoid unnecessary product disclosure.

Packaging may vary depending on product type, order size, carrier requirements, and operational availability.

Some research products may have handling, storage, or temperature guidance provided on the website, product page, label, or supporting material.

You are responsible for reviewing and following any handling guidance after delivery. Delivery delays, missed collections, or parcels left unattended may affect product condition.

If your parcel appears lost, damaged, or materially delayed, contact us with your order number and tracking details.

We may ask for photographs, carrier information, or other evidence so we can assess the issue and work with the carrier where appropriate.

Subject to any non-excludable rights under applicable law, risk in an order may pass to you when the parcel is delivered or otherwise handled in accordance with carrier delivery procedures.

Carrier confirmation, delivery scan, signature, collection point record, or other delivery evidence may be used to determine whether delivery has occurred.

For shipping questions, contact Pepwise at support@pepwise.com.au.

Please include your order number, delivery postcode, tracking number if available, and a clear description of the issue.