Shipping and fulfilment
We move fast, but we also do it properly. Here’s how shipping works, what to expect from Australia Post, and what to do if tracking starts getting creative.
Dispatch window (processing time)
Orders placed on business days are typically processed and dispatched within 24–48 business hours. Business days exclude weekends and public holidays. We aim to get it out sooner whenever possible, but please allow the full window during busy periods.
Shipping method and transit times
All parcels ship via Australia Post Express at no charge. Transit time is carrier-dependent, sometimes it’s next-day quick, sometimes it takes longer due to routing, scans, and network delays. Peak periods (sales, long weekends, Christmas, public holidays) can slow things down significantly.
Tracking
You’ll receive a tracking email as soon as your order is dispatched. If you don’t see it, check spam/promotions, or search your inbox for “tracking”. The tracking page is the most accurate live update once the parcel is in the AusPost network.
Packaging and storage
Packaging is discreet and unbranded on the outside. Products are supplied lyophilised (freeze-dried), so they tolerate normal transit conditions well. Once reconstituted, store in the refrigerator immediately.
Delivery notes
Authority to Leave
Deliveries are sent with Authority to Leave (no signature). Once a parcel is marked delivered, Australia Post may have left it in a “safe place” they considered suitable at the time. This can vary from driver to driver, and it may not be the same spot as your last delivery.
Wrong address
Please double-check your address at checkout. If you notice a mistake, email us immediately. If the parcel has not been dispatched yet, we’ll do our best to update it. Once it has been processed and shipped, we can’t change the address and we can’t take responsibility for delivery to an incorrectly entered address.
If tracking looks wrong, stalled, or “delivered” but you can’t find it
The quickest resolution almost always comes from you contacting Australia Post directly (because they can see GPS scans, delivery photos when available, and depot notes). We’re happy to help, but AusPost will always be the fastest first step.
- Step 1: Check obvious safe places first (front/side door, behind bins, under mats, reception/parcel lockers, neighbour safe spots).
- Step 2: Open the Australia Post app (or create an AusPost account) and add the tracking number to your deliveries.
- Step 3: Lodge an enquiry in the app (or call AusPost) and request delivery details (GPS location and any available proof of delivery).
- Step 4: If Australia Post confirms the parcel is lost or misdelivered, email us a screenshot of their written response and we’ll take it from there.
Email: info@retatrutide.com.au
Returns and support
Returns (damaged or incorrect supply only)
Due to the nature of research compounds, returns are accepted only for items that arrive damaged or incorrectly supplied. To be eligible, contact us within 7 days of delivery and include the following:
- Clear photos of the outer parcel (all sides)
- Clear photos of internal packaging and the item(s)
- Your order number
Support
Need batch documentation, storage guidance, or help with an order? Email us and we’ll sort you out.
Email: info@retatrutide.com.au
