Shipping & Returns

Every Pep Direct order goes out with Australia Post Express, tracked end-to-end. It's the only method we use — no standard post, no couriers with mystery ETAs. Free express shipping kicks in on orders over $200.

Place your order before 1pm ACST, Monday to Friday and it leaves the same day. Orders after 1pm ship the next business day. Weekend orders roll out Monday morning, and public holidays push dispatch to the next working day.

Card and wallet payments clear instantly. Bank transfer can add roughly one business day before we can dispatch.

Vials go out in discreet, cushioned, laboratory-grade packaging with no branding on the outside. Where a compound benefits from cooler transit we add protective insulation and rely on express speed to keep integrity intact.

We deliver to every Australian state and territory. Express Post estimates from our Adelaide facility:

Metro estimates — regional postcodes run a little longer. We don't ship internationally.

Any pre-order item is flagged on its product page and typically ships within 1–2 weeks.

Mixed carts ship together once every item is on the shelf. If you need the in-stock gear right now, place the pre-order separately so it doesn't hold the rest of your order back.

As soon as your parcel is scanned by AusPost you'll get a tracking link by email. Follow it door-to-door on the Australia Post website or app.

At checkout you can choose how your parcel is handled on arrival.

Choosing Authority to Leave means you accept responsibility once the parcel arrives. Pep Direct can't cover loss, theft or damage on unattended deliveries — if that's a concern, opt for Signature on Delivery.

Tracking shows delivered but nothing's there? First, check around the property and with any neighbours or building reception. If you selected Signature on Delivery and no signature was captured, lodge a case with Australia Post — we'll help push it along once the carrier confirms fault.

Tracking hasn't moved? Get in touch within 14 days of the estimated delivery date. We'll open an investigation with AusPost, and if the parcel is confirmed lost, we'll credit your account for the full order value.

Transit windows are estimates, not guarantees. Weather events, carrier backlogs and other things outside our control can slow deliveries down — we'll always help you chase it up, but we can't be held liable for carrier delays.

All sales are final. Because these are research materials, we don't offer change-of-mind returns or refunds.

Damaged or wrong item? Email hello@pepdirect.au within 48 hours of delivery with your order number and clear photos of the issue. Verified claims are resolved with store credit equal to the affected product value.

You can update the address on any order that hasn't been dispatched yet — just reply to your order confirmation. Once it's marked Shipped, the address is locked in.

If a parcel goes out to an address you entered incorrectly, Pep Direct isn't liable for the parcel. You can arrange redirection or pick-up directly with Australia Post; any fees are on you.

If we make the mistake, reach out within 48 hours of dispatch and we'll organise a replacement at our cost.

• Products that have been opened, used, or altered
• Vials with broken or tampered seals
• Issues reported more than 48 hours after delivery
• Orders affected by customer error, mishandling or misuse
• Change-of-mind purchases