Frequently Asked Questions
Answers for orders, shipping, product quality, payments, returns, and restocks.
Orders, dispatch & delivery
The core ordering and shipping questions customers usually need answered first.
How do I place an order?
Choose the product you need, add it to cart, then complete checkout with your shipping details and preferred payment option. You can add optional Shipping Protection during checkout.
Order confirmation is emailed after purchase, and shipping confirmation is emailed once the parcel leaves our warehouse.
How quickly do you dispatch orders?
Most in-stock orders are processed within 24 hours and often dispatch the same business day. During sales, restocks, weekends, or public holidays, dispatch may take up to 48 hours.
You will receive a tracking email once the order has been packed and handed to AusPost.
How long does delivery take?
Orders ship from Western Australia using AusPost Express. WA metro orders are commonly 1-2 business days after dispatch, eastern-state metro areas are commonly 2-3 business days, and regional, NT, or TAS addresses can take 3-4 business days or longer.
AusPost tracking is the best source for current delivery timing once your parcel is moving.
How much does shipping cost?
AusPost Express shipping is a flat $20 for orders under $300. Orders over $300 receive free express shipping, and a signature add-on may be included where required.
Optional Shipping Protection can be selected at checkout for additional transit coverage.
What countries do you ship to?
We currently ship within Australia only, including all states and territories. PO Boxes, Parcel Lockers, and Parcel Collect addresses are accepted where AusPost supports delivery.
International shipping is not currently available.
Do you offer pickup or warehouse collection?
No. Our Western Australia warehouse is fulfillment-only and does not support customer pickup, cash collection, or in-person enquiries.
All orders must be placed through the website and shipped through AusPost.
How are orders packaged?
Orders are packed securely and discreetly for transit. The outside label only contains standard carrier information such as the delivery address, return details, and tracking information.
Lyophilised peptides are stable during normal transit and do not require refrigerated shipping.
Tracking & order emails
Use these answers when an email or tracking event has not shown up yet.
Where is my order?
Use the tracking link in your shipping confirmation email or the Track Your Order page. Tracking can take 24-48 hours to show movement after dispatch, especially around weekends and public holidays.
If tracking has not moved after 48 hours, contact support with your order number so we can review it.
Will I receive a shipping confirmation email?
Yes. Once your parcel is dispatched, you should receive an email with your tracking number, tracking link, and shipping details.
If you cannot find it, check spam, promotions, and any inbox search for Lazarus Labs or AusPost before contacting support.
I did not receive my order confirmation email. What should I do?
Order confirmation is normally sent within minutes. Check spam, promotions, and whether your checkout email was typed correctly.
If it is still missing, contact support with your full name, checkout email, approximate order time, and any payment reference so we can locate the order.
Can I change my shipping address after ordering?
If the order has not dispatched, contact support immediately with your order number and the full correct address.
Once an order has been dispatched, we cannot reliably change the address from our side. You may need to use AusPost redirection options or wait for the parcel to return to sender.
Delivery issues
For damaged, missing, or incorrect parcels, keep the packaging and send clear evidence.
What should I do if my order arrives damaged?
Email support with your order number, photos of the damaged item, photos of the outer packaging, and the shipping label. Keep all items and packaging until support confirms the next step.
If Shipping Protection was selected and transit damage is confirmed, support will review the appropriate reshipment or credit path.
What should I do if an item is missing from my order?
Contact support with your order number, the missing item name, photos of everything received, and photos of the inside and outside packaging.
Once reviewed, support will confirm whether the missing item can be resent or resolved another way.
What should I do if I received the wrong item?
Email support with your order number, a photo of the item label, a photo of the parcel contents, and what you expected to receive.
Please keep the product unopened until support confirms the next step. If a return is required because of our packing error, we will provide the return instructions.
Products, storage & COAs
General product-handling and documentation answers without medical or usage guidance.
Does Lazarus Labs supply research peptides in Australia?
Yes. Lazarus Labs supplies research-only peptides and related research materials within Australia, with Western Australian dispatch and available batch documentation where applicable.
Products are supplied for laboratory, educational, and research purposes only. They are not marketed as medicines, therapeutic goods, or products for human or animal use.
Are Lazarus Labs products for human use?
No. Lazarus Labs products are supplied strictly for laboratory, educational, and research use only. They are not for human consumption, veterinary use, administration, application, or self-experimentation.
Lazarus Labs does not provide medical advice, dosing advice, administration guidance, or treatment recommendations.
How do I verify a Lazarus Labs batch or COA?
Use the Certificate of Analysis library to match the product name, strength, Lazarus batch, report or COA batch, tested date, and laboratory details. Some Lazarus-owned Janoshik reports also include a direct Janoshik verification link.
If your live batch is not listed, contact support with the product name and order number so the correct documentation can be checked.
Why does my peptide look like powder, a puck, or clumps?
Lyophilised peptides can appear as a fine powder, compact puck, wafer, flakes, or clumps. Appearance can vary between batches and does not automatically indicate a quality issue.
If you are concerned, send support a clear photo, the product name, and your order number so the team can review it.
What if my peptide did not dissolve, looks cloudy, or turned gel-like?
Cloudiness, slow dissolving, or a gel-like look can be influenced by concentration, very cold BAC water, immediate refrigeration, cold storage, or not enough BAC water for the amount of material.
Let the vial sit at room temperature for 20-30 minutes and gently swirl or roll it. Do not shake it aggressively. If it does not resolve, contact support with photos and order details.
How should I store my peptides?
Keep lyophilised peptides cool, dry, and away from heat or direct sunlight. Refrigeration is suitable for general storage, while freezing may be used for longer-term storage when appropriate.
After reconstitution, keep the vial refrigerated and avoid repeated temperature changes, direct light, or extended time at room temperature.
Note: We can provide product-handling support, but we cannot provide dosing, administration, or medical-use guidance.
Where can I find Certificates of Analysis?
COAs are published in the Certificate of Analysis library. Supplier testing is performed regularly, and Lazarus Labs also runs independent checks for additional verification.
If you cannot find the relevant documentation, contact support with the product name and your order number.
Why are some COA fields redacted?
Some manufacturer, source, or unique reference details may be redacted to protect supplier confidentiality and prevent source identification.
The important verification details, including identity, purity, method, test date, and lab verification information, remain available for customer review.
Account, payment & codes
Checkout, login, support-contact, and discount-code questions.
How do I create an account?
Use the account icon on the site, choose register, and enter your email and password. An account helps with faster checkout, order history, tracking access, saved details, and support lookup.
What should I do if I cannot log in?
Use the password reset option first and check spam or promotions for the reset email. Make sure you are using the same email address used at checkout.
If the issue continues, contact support with your account email and a screenshot of the error message.
What payment methods do you accept?
Checkout supports major debit and credit cards, including Visa, Mastercard, and American Express, plus supported buy-now-pay-later options such as Afterpay and Klarna when available.
BNPL approval is handled by the provider. We do not currently support bank deposit or direct transfer checkout.
Why is my discount code not working?
Check the code for expiry, minimum spend, product exclusions, single-use limits, spelling, extra spaces, or whether it has already been used.
If it still fails, contact support with the exact code, a screenshot, and the products in your cart.
How do I contact support?
Use the contact page or site chat where available. Include your order number, checkout email, clear photos if relevant, and a short explanation of the issue.
Support can help with orders, delivery issues, account access, and documentation. We cannot provide dosing, administration, or medical-use advice.
Returns & cancellations
Cancellation and return outcomes depend on dispatch status and support review.
Can I cancel my order?
If your order has not dispatched, contact support as soon as possible with your order number. If cancellation is possible, the refund is returned to the original payment method.
Once the parcel has shipped, the order cannot usually be cancelled from our side.
Who pays for return shipping?
If we sent the wrong item or a product arrived damaged and support confirms the issue, we will provide the return instructions or cover the return pathway where required.
For approved change-of-mind or customer-ordering mistakes, return shipping is normally the customer’s responsibility and must use tracked postage.
What is your refund policy?
Refunds and replacements are reviewed case by case. Wrong item, confirmed damage, or a verified quality issue may be eligible for resolution after support review.
Approved refunds are returned to the original payment method. Bank and payment-provider timing can vary after approval.
VIP & restocks
Restock timing depends on supplier availability, testing, and quality checks.
When will a product be back in stock?
If a restock date is confirmed, it may appear on the product page or product title. If no date is shown, there is no exact confirmed restock date available yet.
Restocks depend on supplier availability, batch testing, quality control, and import or fulfillment timing.
How do I join the VIP list?
Use the VIP signup section on the site to receive restock alerts, new-release notices, product updates, and occasional offers.
The VIP list is free to join and you can unsubscribe at any time.