Shipping Policy

1. Where We Ship

R10 Research ships to eligible residential, commercial and laboratory addresses within Australia. International shipping is not currently offered unless expressly stated on our website or agreed by us in writing.

We may decline or cancel an order where an address is incomplete, invalid, outside our delivery area, cannot be serviced by the selected carrier or where delivery would create a legal, safety, security or operational issue. If we cancel an order before dispatch, any amount paid will be refunded to the original payment method.

2. Research Use Only

All products supplied by R10 Research are supplied solely for legitimate in vitro laboratory research conducted by qualified researchers. They are not intended for human or animal use, consumption or administration and are not supplied for therapeutic, cosmetic, veterinary or diagnostic purposes.

3. Product Format and Transport Conditions

R10 Research products are supplied as lyophilised powder. They do not require refrigerated or cold-chain transport and are shipped under ambient transport conditions using suitable protective packaging.

Products should be removed from their shipping packaging promptly after delivery and stored in accordance with the product label, available batch documentation and appropriate laboratory procedures. Shipping conditions are separate from recommended long-term storage conditions after delivery.

4. Order Processing and Dispatch

Orders are processed after payment has been received, required account and checkout information has been completed and the delivery address has been accepted. Orders are processed on business days, excluding weekends and public holidays.

We aim to dispatch orders within one business day after payment has been received and the order is ready for processing. Dispatch timeframes are estimates only and may be affected by high order volumes, promotions, stock availability, payment or address checks, public holidays or circumstances outside our reasonable control.

If an item is unavailable or dispatch will be materially delayed, we may contact you with an updated timeframe, offer an available alternative with your agreement, arrange a partial shipment or refund the affected item.

5. Delivery Services, Charges and Timeframes

Orders are delivered using Australia Post or another reputable Australian parcel-delivery provider selected by R10 Research. Any applicable shipping charge will be displayed during checkout before payment is completed.

Where free express shipping is offered, the order will be sent using the express or priority service selected by R10 Research. "Express" refers to the carrier service used and does not guarantee delivery on a particular date.

Estimated delivery timeframes begin after dispatch and are not guaranteed. Delivery may be affected by the destination, remote or regional routes, carrier delays, public holidays, severe weather, transport disruption, peak periods, incorrect address details or other events outside our reasonable control.

6. Tracking and Delivery

Where tracking is available, a tracking number or link will be sent to the email address associated with your order after dispatch. Tracking may take up to 24 hours, or occasionally longer, to appear in the carrier's system.

Depending on the carrier and delivery service, a parcel may require a signature, be left in a location considered safe, be redirected to a collection point or be returned to a depot for collection or redelivery.

Where you provide authority to leave, you authorise the carrier to leave the parcel without a signature. You are responsible for ensuring the nominated location is secure and weather-protected.

Where an order is delivered to a business, laboratory, institution, reception desk, mailroom, building manager or another person apparently authorised to accept deliveries at the address, delivery may be treated as completed when the parcel is accepted at that location. You are responsible for ensuring that the parcel reaches the intended recipient after delivery.

7. Delivery Addresses and Redirection

You are responsible for providing a complete and accurate delivery address at checkout. If you need to change an address, contact support@r10research.com.au as soon as possible.

We may be able to update the address before packing or dispatch. Once an order has been dispatched, redirection may not be possible and additional carrier charges or delays may apply.

Orders may be sent to PO Boxes or parcel lockers only where the selected carrier accepts that address type. If an acceptable address is not provided, the order may be delayed or cancelled.

8. Delayed, Lost or Damaged Orders

If tracking shows that an order is delayed, has stopped updating or has been delivered but cannot be located, check the carrier's tracking page and any available delivery photograph, confirm the delivery address, inspect safe locations around the premises and check with other occupants, reception staff, mailrooms or building management before contacting us.

If a parcel remains unresolved, arrives damaged or contains an incorrect or incomplete order, contact support@r10research.com.au as soon as reasonably practicable with your order number and relevant photographs. Please retain all packaging and affected products while we investigate.

Where a parcel is confirmed lost, damaged or incorrectly supplied, we may provide a replacement, reshipment, refund or another remedy required by law. Further information is available in our Returns & Refund Policy.

9. Refused, Undeliverable and Returned Parcels

A parcel may be returned to us if delivery is refused, the address is incorrect or incomplete, the parcel is not collected, the premises are inaccessible or the carrier cannot complete delivery.

If a parcel is returned for reasons attributable to the customer, we may require confirmation of the address and payment of reasonable redelivery costs before resending it. A returned parcel will not automatically be resent.

10. Transfer of Risk and Events Outside Our Control

Responsibility for an order remains with R10 Research until it is delivered to the address provided, a person apparently authorised to accept it, a nominated collection point or a safe location in accordance with an authority-to-leave instruction.

We are not responsible for delay or failure caused by events outside our reasonable control, including carrier network failures, severe weather, natural disasters, industrial action, transport interruption, government action, system outages or similar events. We will take reasonable steps to minimise disruption and comply with any obligations that cannot lawfully be excluded.

11. Australian Consumer Law, Changes and Contact

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

We may update this Shipping Policy from time to time. The latest version will be published on our website with a revised "Last updated" date.

For shipping or delivery enquiries, contact: support@r10research.com.au