What to Check When Your NovaNAD+ Order Arrives

Overview

Orders are packed to remain stable in transit, and you will receive an email with tracking details once your order has been shipped. A quick check when the parcel arrives makes sure everything is as it should be, and it takes only a few minutes before your products go into the refrigerator.

Before it arrives

Once your order has shipped, the tracking email lets you follow it to your door. Orders placed on weekends or public holidays are processed on the next business day. Please check your delivery address at checkout; if you notice a mistake, contact us immediately, as we can usually correct it before dispatch, and a parcel returned because of a wrong address may need a further shipping charge to resend. The points below explain what this means in practice.

Your arrival checklist

• Packaging: the parcel and product boxes are intact and undamaged.
• Contents: the items and quantities match the order you placed.
• Temperature: refrigerate products that need it straight away.
• Dates: check the expiry date printed on each product.
• Sterile items: syringe and swab packaging is sealed and undamaged.

If something isn’t right

If your order arrives in a condition that concerns you, do not use it. Take clear photographs of the products and packaging, then contact us with your order details and the photos. We will look into it and resolve it under our Refund Policy. Keeping the original packaging until the issue is resolved helps us investigate quickly and match the products to their batch. If you have questions at any stage, our Australian team is just a message away.

Lost or damaged parcels

• No updates: tell us if your tracking has stopped updating for several days.
• Damaged parcel: photograph the outer packaging before you open it.
• Missing items: check every box, then contact us with your order number.
• Investigation: we look into it with the carrier on your behalf.
• Outcome: we replace or refund the order; your consumer rights are unaffected.

Keeping records

Keep your order confirmation and tracking email until you have checked your delivery and stored your products. They make it easy to match a question to the right order, and together with the details on the packaging they let us trace any product back to its batch if you contact us later with a question about it.

Conclusion

Most orders arrive exactly as they were packed. When one does not, photographs and a quick message are all we need to put it right. Your rights under the Australian Consumer Law are not affected, and our Australian team is just a message away through the Contact page whenever you need help with an order.