I placed an order yesterday, why hasn’t it shipped yet?

I do all of my shipping and packing on the weekends, so if you place an order on Monday it will be going out the following Monday. Same for Tuesday, Wednesday, and the rest of the week! While I would love to be able to pack and ship every order straight away, it’s not conducive to my productivity and I can work much more efficiently with a routine.

How Long does shipping take?

Within Australia, most shipments take about a week from dispatch to doorstep. As I’m shipping from Melbourne, as a general rule the further away the longer the time taken. If you are remote, it may take a little longer. But in general, if you have not received a package within two weeks of shipment please reach out to me via email through the contact page.
Please also note that any orders addressed to a P.O. Box (and some remote locations) need to be shipped manually with Auspost and I can’t automate them with Sendle. Due to COVID, these items are likely to be a little more delayed than usual.

My shipment has been fulfilled but I haven’t received a tracking number.

I usually pack all of my orders on the weekend, but sometimes (especially if I have a lot to do) I’ll pack on Fridays to get a start on it all. All of the packages are then picked up on the Monday by the couriers. As soon as the orders are packed, my website sends an automated message that the order is fulfilled. The tracking number however is sent by Sendle, and this can sometimes take a day or two after the package is received by the couriers. As Sendle shoot those emails out en masse and via automation, many emails will auto flag them as spam. If you can’t find your tracking number, just search your email for SENDLE and you should find it.
If you haven’t found an email from Sendle within a week from receiving the oder fulfilment notification, please feel free to reach out via email through the contact page.

I searched for Sendle but I still can’t find the tracking number!

If your order is addressed to a P.O. Box, or you are located in a remote area, I am unable to use Sendle and so will use Auspost instead. For whatever reason, Auspost has changed their tracking numbers and they are no longer recognised by my websites system. Its frustrating, I know, but for whatever reason I cannot automate tracking numbers with Auspost through my website.
If its been more than 14 days from shipment and you’ve not received the order, please feel free to reach out to me via email through the contact page.

My specimen leaked in transit, what do I do?

One of the fun things about glycerine (the fluid used with the diaphonised specimens) is that it expands and contracts with changes in temperature and pressure. Sometimes while in transit this process forces some of the glycerine out between the seal from the jar and the lid. This is unfortunately unavoidable, but not a problem as it can just be rinsed off with water.
Sometimes it may seem like a lot of the solution has spilled, as the glycerine is also a humectant. Spilled glycerine will slowly pull moisture from the air, making a small spill appear much larger. This is totally normal and not to worry about.
I usually fill the jars up to the neck or slightly above with glycerine. If the glycerine has spilled out and is below the level of the neck of the jar, it can just be topped up with regular glycerine that can be found in any supermarket or online.

My package was damaged in transit

While I do take care to ensure that all orders are safe for shipping, sometimes these things do unfortunately happen. If your order is damaged on arrival, please take photos of the damaged packaging and any of the damaged contents. In the case of a broken jar or vial the best thing to do is to carefully remove the specimen and rinse any dust or dirt under running water, then place the specimen in a ziplock bag. This will stop it from dehydrating, and it will be fine to wait as is until we can arrange a replacement jar.
If you can send me the photos of both the damage and the specimen, we can then work out shipping a replacement jar or vial. It is also really helpful for me in case I need to claim insurance for damages.
In any case, you can either reach out to me via email through the contact page, or reply to the order confirmation message. The latter is ideal as it will give me a better idea of the orders contents as well as all of your contact information.