Shipping & Delivery

Shipping, Delivery and Pickup Policy

LabChoice means LabChoice Australia Pty Ltd, ABN 37 937 100 175, owned and operated by LabExperts Australia Pty Ltd, ACN 683 306 041.
At LabChoice Australia, we aim to deliver laboratory products quickly, safely and cost-effectively, whether you are ordering a single item of glassware, laboratory consumables or sensitive scientific equipment.
This policy explains how orders are processed, shipped and managed within Australia and internationally.

1. Order Processing and Dispatch

•  In-stock products are generally processed and dispatched within 1 to 2 business days after payment confirmation or approval under an authorised credit account.
• Orders placed on weekends or public holidays will be processed from the next business day.
•  If a product is backordered, unavailable or subject to an extended supplier lead time, we will contact you with the expected restocking or dispatch timeframe.
• Where an order contains both in-stock and backordered products, LabChoice Australia may dispatch the available products separately. Additional freight charges may apply where split delivery is requested by the customer.
•  Order processing and dispatch timeframes are separate from freight transit times.
•  Delivery timeframes depend on the carrier, destination, service selected, product type and any special handling requirements.
•  Dispatch and delivery estimates are provided in good faith but are not guaranteed.

2. Shipping Charges

Shipping charges are calculated using factors including:

• Delivery postcode and destination.
• Actual shipment weight.
• Volumetric shipment weight.
• Packaged dimensions.
• Number of cartons or pallets.
• Product fragility.
• Dangerous goods classification.
• Temperature-control or special handling requirements.
• Carrier service availability.

Where actual and volumetric weights differ, freight providers may calculate charges using whichever weight is greater.

The freight charge displayed at checkout is an estimate based on the information available when the order is placed. Final freight costs may change after the products have been packed and the shipment dimensions, weight and delivery requirements have been confirmed.

3. Free Shipping Eligibility and Exclusions

Where LabChoice Australia offers free shipping, it applies only to eligible standard deliveries within nominated service areas and subject to the conditions of the applicable free shipping offer.

Free shipping does not apply to:

• Carrier-classified regional, rural, remote or limited-service postcodes.
• International orders.
• PO Boxes or Parcel Lockers where the product or shipment cannot be accepted by the applicable carrier.
• Orders requiring palletised, tailgate, hand-unload or specialist delivery services.
• Dangerous goods or regulated materials.
• Temperature-sensitive or temperature-controlled products.
• Bulky, oversized, fragile or special-handling products.
• Shipments exceeding 25 kg in actual or volumetric weight, whichever is greater.
• Products or destinations specifically identified as being excluded from a free shipping offer.

Certain destinations in Western Australia, Tasmania, the Northern Territory and regional areas of Queensland or South Australia may be classified by freight providers as regional, remote, limited-service or high-cost delivery areas.

Postcode classification is determined by the freight carrier and does not necessarily apply to every address within a particular state or territory.

4. Additional Freight and Handling Charges

Additional freight, handling or delivery charges may apply to:

• Shipments exceeding 25 kg in actual or volumetric weight.
• Bulky, oversized or unusually shaped products.
• Fragile glassware or sensitive laboratory equipment.
• Palletised shipments.
• Dangerous goods.
• Temperature-controlled shipments.
• Regional, rural, remote or limited-service destinations.
• Deliveries requiring a tailgate vehicle, hand unloading or specialist equipment.
• Locations with restricted carrier access.
• Urgent, priority or express delivery services.
• Multiple delivery attempts or redelivery.
• Deliveries involving stairs, restricted access or non-standard site conditions.

Where the freight amount charged at checkout does not cover the final delivery cost, LabChoice Australia will contact the customer with a revised freight quote or surcharge invoice before dispatch.

The order will remain on hold until the additional freight charge has been:

• Approved and paid by the customer; or
• Added to an approved credit account in accordance with the applicable account terms.

LabChoice Australia will not dispatch an order where an additional required freight charge remains unpaid or unapproved.

Where the customer does not approve the additional freight charge, the customer may request cancellation of the affected order, subject to any applicable special-order, supplier, processing or cancellation costs already incurred.

5. Regional, Rural and Remote Deliveries

Free shipping does not apply to delivery addresses classified by our freight partners as regional, rural, remote, high-cost or limited-service locations, unless otherwise confirmed in writing by LabChoice Australia.

Freight charges for these destinations are calculated according to:

• Delivery postcode.
• Actual or volumetric shipment weight.
• Packaged dimensions.
• Product type.
• Carrier availability.
• Handling and delivery requirements.

Where additional freight applies, our team will contact the customer with a revised freight quote or surcharge invoice before dispatch.

Customers who are unsure whether their delivery postcode is eligible for free or standard shipping should contact LabChoice Australia before placing an order.

6. Bulky, Fragile and Palletised Products

Large, heavy, fragile, oversized or palletised products may require specialist packaging and freight services.

Additional charges may apply for:

• Protective packaging or timber crating.
• Palletisation.
• Freight insurance.
• Tailgate delivery. 
• Forklift or unloading requirements.
• Residential delivery.
• Restricted-access delivery.
• Inside delivery or delivery beyond the carrier’s standard unloading point.

Unless otherwise agreed in writing, the customer is responsible for ensuring that suitable personnel and unloading equipment are available at the delivery location.

Standard freight generally covers delivery to the carrier’s normal unloading point only. It does not automatically include unpacking, installation, commissioning, placement inside a building or disposal of packaging.

7. Dangerous Goods and Special Handling

Certain chemicals, laboratory products, equipment, batteries or regulated materials may be classified as dangerous goods or require specialist transport arrangements.

These products may require:

• Approved packaging.
• Dangerous goods documentation.
• Specialist freight carriers.
• Road transport rather than air transport.
• Temperature-controlled transport.
•  Additional insurance or handling.
• Extended processing and transit time.

Additional freight and handling charges may apply.

Dangerous goods and other restricted products may not be deliverable to every postcode or international destination.

8. Delivery Addresses, PO Boxes and Parcel Lockers

Customers are responsible for providing a complete and accurate delivery address.

A physical street address may be required for:

• Bulky or oversized orders.
• Dangerous goods.
• Fragile equipment.
• Palletised freight.
• Shipments exceeding carrier limits for PO Boxes or Parcel Lockers.

If a PO Box or Parcel Locker is provided for an unsuitable shipment, LabChoice Australia may contact the customer to request an alternative delivery address or confirm an additional freight charge.

Any additional cost resulting from an incorrect, incomplete or unsuitable delivery address may be charged to the customer.

9. Delivery Timeframes

Estimated delivery timeframes vary according to the destination, carrier and freight service.

Delays may occur due to circumstances outside the reasonable control of LabChoice Australia, including:

• Carrier delays.
• Severe weather.
• Natural disasters.
• Industrial action.
• Transport disruptions.
• Customs processing.
• Remote-area delivery schedules.
• Product availability.
• Dangerous goods restrictions.
• Incorrect or incomplete delivery information.

LabChoice Australia will provide reasonable assistance in tracking delayed shipments but is not responsible for carrier delays outside its control.

10. Order Tracking

Once an order has been dispatched, tracking information will normally be emailed to the address provided with the order.

Tracking details may take several hours to become active after collection by the carrier.

Customers are responsible for monitoring tracking information and ensuring that someone is available to receive the delivery where a signature or attended delivery is required.

11. Delivery Inspection and Freight Damage

Customers should inspect all products and packaging as soon as reasonably possible after delivery.

Where visible damage is identified:

• Note the damage on the carrier’s delivery record, where possible.
• Photograph the external packaging before opening it.
• Photograph the product and internal packaging.
• Retain the carton, pallet, wrapping, freight label and packing materials.
• Contact LabChoice Australia promptly with the order number and supporting photographs.

We recommend notifying LabChoice Australia of visible freight damage within 48 hours of delivery. Prompt notification helps us preserve evidence and submit a claim to the freight carrier.

This recommended notification period does not exclude or limit any rights available under the Australian Consumer Law.

Customers must not dispose of damaged products or packaging until instructed by LabChoice Australia.

12. Authority to Leave

Where the customer requests or authorises an unattended delivery, including authority to leave, the shipment may be left at the nominated location without a signature.

The customer accepts the risks associated with an unattended delivery, including theft, weather exposure or damage after the carrier has completed delivery, except where liability cannot lawfully be excluded.

LabChoice Australia may decline authority-to-leave requests for high-value, sensitive, dangerous, fragile or regulated products.

13. Failed Deliveries and Returned Parcels

If a shipment is returned because of:

• An incorrect or incomplete address.
• Failed delivery attempts.
• Refusal of delivery.
• Failure to collect the shipment.
• An unclaimed parcel.
• Lack of site access.
• The absence of suitable unloading facilities.
• Failure to pay customs duties or import charges.

The customer may be responsible for reasonable:

• Return freight charges.
• Redelivery charges.
• Storage charges.
• Carrier administration fees.
• Repacking or handling costs.

The order will not be re-dispatched until the applicable charges have been confirmed and paid or approved under an authorised credit account.

Original freight charges are not refundable where the failed or returned delivery was caused by circumstances attributable to the customer.

14. Order Changes and Cancellations

Customers should contact LabChoice Australia immediately if they need to cancel or amend an order.

Orders that have not been processed, allocated, ordered from a supplier, picked or packed may usually be cancelled without charge.

Orders cancelled after processing, stock allocation, picking or packing may incur a cancellation or restocking fee of up to 20%, reflecting the reasonable processing, handling, packaging or supplier costs incurred.

Special-order, imported-to-order, custom-made, configured, calibrated or modified products may not be cancellable after the supplier has accepted the order or work has commenced.

Where a supplier agrees to cancel a special order, the customer may be responsible for reasonable supplier cancellation fees, freight costs, currency conversion costs, restocking fees and other non-recoverable expenses incurred by LabChoice Australia.

Orders that have already been dispatched cannot be cancelled and must be managed in accordance with the LabChoice Australia Returns, Refunds and Warranty Policy.

Nothing in this section limits any rights or remedies available under the Australian Consumer Law.

15. Click and Collect

Click and collect may be available for selected orders from our Melbourne facility by prior arrangement.

Customers must not attend the collection location until LabChoice Australia has confirmed that the order is ready.

At collection, the customer or authorised representative may be required to present:

• A valid photo ID.
• The order confirmation or invoice.
• The purchase order number, where applicable.
• Written authority where the order is being collected on behalf of another person or organisation.
• The payment card used for the transaction, where reasonably required for verification.

Large, heavy or palletised orders may require a suitable vehicle and loading arrangements.

LabChoice Australia may refuse or delay collection where identity, payment or collection authority cannot be reasonably verified.

16. International Orders

Free shipping does not apply to international orders.

International freight charges are calculated according to:

• Destination country.
• Actual or volumetric weight, whichever is greater.
• Packaged dimensions.
• Product type.
• Carrier availability.
• Dangerous goods or regulatory restrictions.
• Required documentation and handling.

International freight charges will be confirmed before dispatch. The order will remain on hold until the shipping charge has been approved and paid or added to an approved credit account.

International customers are responsible for:

• Customs duties.
• Import taxes.
• VAT, GST or other local taxes.
•  Customs brokerage charges.
• Clearance fees.
• Import permits.
• Local regulatory requirements.

These costs are not included in the product price or freight charge unless expressly stated in writing.

LabChoice Australia is not responsible for customs clearance delays, government inspections or products refused entry because of local import restrictions.

Customers are responsible for confirming that products can lawfully be imported into and used within the destination country.

If an international shipment is returned because of unpaid duties, failed customs clearance, incorrect address, refusal or failure to collect, the customer may be responsible for return freight, redelivery, storage, customs, handling and administration costs.

17. Australian Consumer Law

This policy operates in addition to rights and remedies available under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

18. Contact LabChoice Australia

For questions about shipping eligibility, freight quotes, regional delivery, order status or pickup arrangements, contact:

LabChoice Australia
Email: [[email protected]] (mail to: [email protected])
Phone: 03 8777 2747
Website: https://labchoiceaustralia.com.au/

Please include your order number, delivery postcode and product details when requesting a freight quote.

19. Policy Updates

LabChoice Australia may update this policy from time to time.

The current version will be published on the LabChoice Australia website. Any changes will apply subject to the terms accepted when the order was placed and any rights that cannot be excluded under applicable law.