Frequently Asked Questions
How do I access the Loyalty Rewards program?
If you place the order online and register an account you can collect loyalty points (1 point per dollar spent and 50 points equals one dollar) so future material purchases can be made at a discount.
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:
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.)
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 typically dispatched next working day but will always be 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 Thinglab’s facility (7A Kent Street Yarraville), during our business hours (Monday to Friday from 9:00am – 5:00pm). 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. The tracked shipping services we use will only deliver to a valid 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 inclusive 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, please contact us for details.
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 Freedspace), 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 liable 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 7A Kent Street Yarraville, Australia.
You can call or email us and book an appointment.
Working Hours: Monday to Friday from 9:00am – 5:00pm
Tel: +61 (0)3 9687 8638
COVID. Victorian Stage 4 Restrictions. Frequently Asked Questions.
Are you open for business?
YES. As an ancillary business involved in assisting multiple organisations who are considered essential by the State Government, we are fortunately able to continue our operations.
What are your current business hours?
9.00 am - 5.00am : Monday to Friday. We are still operating normal office hours.
Do you have a Covid Safe Plan in place?
YES. We do. We have implemented our COVID Safe plan which includes more of our team working from home with only those essential to on-site operations and order fulfilment working on-site. On-site workers will be adhering to strict rules around social distancing, mask-wearing and regular cleaning.
Can I place an Online Store order?
YES. Orders through the online store are available as per normal. A COVID safe plan has been created and implemented in our warehouse, to enable online orders to continue. Please note delivery times through our transportation partners may be affected slightly due to limitations put on their processing facilities. Your tracking number will provide the most up to date tracking details available.
Can I pick up an Order?
YES. Store pick up is now available again.
Have order processing times been affected?
NO. Order processing time in our warehouse have not been affected but the Victorian COVID-19 step 3 restrictions. However, backorders might be slightly longer than normal. Please note delivery times through our transportation partners may also be slightly affected due to limitations put on their processing facilities.
Can I book a demo or an appointment?
YES, but ONLINE only. We are still delighted to show off all the latest in 3D technology. Please contact us to arrange a time for an online demonstration. We have a range of remote options that we access to facilitate this.
How do I find out more information?
To speak to us directly you can reach us on +61 (0)3 9687 8638, or drop us an email at firstname.lastname@example.org.