Orders, delivery and support
We move fast, but we also do it properly. Here’s how shipping works, what to expect once your order has been dispatched, and what to do if tracking takes a strange turn.
Dispatch window (processing time)
Orders are typically processed and dispatched within 1-3 business days. Business days exclude weekends and public holidays. We aim to get orders out sooner whenever possible, but please allow the full window during busy periods.
Shipping method and transit times
All parcels are shipped through trusted courier partners. Transit times are carrier-dependent and may vary due to routing, scans, local handling, and network delays. Peak periods, including sales events, long weekends, public holidays, and holiday seasons, may result in longer delivery timeframes.
Tracking
You’ll receive a tracking email as soon as your order is dispatched. If you do not see it, check your spam or promotions folder, or search your inbox for “tracking”. Once a parcel is in transit, the tracking page is the most accurate source of live delivery updates.
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 may be sent with Authority to Leave, which means no signature may be required. If a parcel is marked as delivered, it may have been left in a location considered safe at the time of delivery. This can vary depending on the driver and the property.
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 usually comes from contacting the delivery carrier directly, as they may have access to scan history, location data, proof of delivery, and depot notes. We are happy to assist where needed, but the carrier is usually the fastest first step.
Step 1: Check obvious safe places first, including front or side entrances, behind bins, under mats, reception, parcel lockers, or nearby safe drop locations.
Step 2: Use the tracking link provided in your dispatch email to review the latest tracking updates and delivery activity.
Step 3: Contact the carrier linked to your tracking details and request any available delivery information, including scan history or proof of delivery where available.
Step 4: If the carrier 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
Order changes, cancellations, and refunds
Need to change an address, cancel, or fix something on your order? Email us immediately at info@retatrutide.com.au and include your order number and order email (put “URGENT” in the subject if it’s time-sensitive).
We will do our best to action it before dispatch, but we cannot guarantee instant replies. Our fulfilment process runs separately and moves quickly, so an order may already be picked, packed, or lodged for shipment before your email is seen.
If we can stop it in time, we can cancel the order and refund it to the original payment method. Once an order has been dispatched, we cannot change the address, cancel the shipment, or provide change-of-mind refunds.
If you message outside business hours or during busy periods, please allow up to 24–48 business hours for a response.
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
