Frequently Asked Questions
Where is my order being sent from?
All orders are sent from our Facility in Melbourne.
How do I pay for my orders?
On the checkout page, enter your personal and shipping details. You may pay for the items which you order online by supplying details with your selected payment method. Available methods of payments are:
Eway Paypal (select Bank Transfer as a payment option in the shop to complete the transaction. From your paypal account pay the balance to firstname.lastname@example.org.)
Bank Transfer If you require an alternative payment method please contact us either by email, email@example.com or call on +61 (0)3 9687 8638.
How long will my order take to be dispatched?
If an item is in stock your order is dispatched the within three working days. You can call us for immediate stock information and other sales enquiries during business hours. (See contact details below.)
How long will my order take to arrive?
If you choose standard delivery option and you live in Australia, your order will take 2-7 working days. If you live outside Australia we will ship your order using TNT or FedEx, the estimated delivery time is from 2-10 days but also varies based on your selection of Priority shipping or Economy.
Do you provide a Free Pick Up Service?
You can choose to pick up your order free of charge from INITION’s facility (Factory 31, 91 Moreland Street Footscray), during our business hours (Monday to Friday from 9:30am – 5:30pm). You will receive notification of when your order is ready and when it will be available to collect.
Do you deliver to a PO Box address?
No. Most of our shippments are big parcels and can only be delivered to a street address.
What currency do you use and what is the tax amount?
All prices listed on this website are in Australian dollars and are exclusive of GST (currently 10%) unless otherwise stated.
Do you deliver outside Australia?
Yes. If you live outside Australia we will ship your order using TNT or FedEx.
What if I want to cancel my order?
If you wish to cancel your order, please contact us via phone or email (see contact details contained in these Terms). As we try to process orders immediately it may not always be possible to prevent an order from being dispatched. If your order has already been dispatched you may return the items to us in accordance with our Returns policy and the payment refunded according to the Refund policy.
What is your policy on missing orders?
You must notify us within 3 weeks of dispatch date as recorded in the Order Verification email if you have not received an item. After this time no refund will be issued for any missing orders.
What is your policy on Refunds and Exchanges?
Refunds/Exchanges must be requested within 3 working days of placing your order. If your order has been dispatched and you wish to return, exchange or cancel, a store credit will be given to the value of the item being returned and will not include the cost of shipping the item. Returns/Store Credits must be requested within 3 days of receiving your order (the product needs to be in mint, saleable condition on its return before refund is made - we must remind you that if you do not package the item correctly then it could result in arriving in a damaged state and no refund will be due).
We will process a refund/store credit once we have received the goods back from you in a saleable condition. If you consider that any goods delivered are faulty or incorrect you need to notify us within 7 days of receiving the goods. The fault and our acceptance of it (once it has been sent back to INITION), will be evaluated based on information provided by you and we will make an exchange or provide a refund. If a product needs verification by the manufacturer, an exchange or refund will not be given until the product has been evaluated. A Receipt / Invoice / Proof of sale must accompany any request for a refund or exchange.
Unless it is a result of our error, or the goods are faulty or incomplete on arrival, you are reliable for the costs of returning goods to us. In cases where we refund the original delivery charge, we will only cover our standard delivery charge. Any priority, express or courier component will not be refunded. You are liable for any damage to, use of, or loss of, the goods until the goods are received by Thinglab.
What are your contact details?
Our facility is located on Factory 31, 91 Moreland Street Footscray, Australia.
You can call or email us and book an appointment.
Working Hours: Monday to Friday from 9:30am – 5:30pm
Tel: +61 (0)3 9687 8638