Frequently Asked Questions

Account related:

Q: How do I access my account/order(s) history?
A: An account will be created for you by the system automatically when you place an order. The system will then email you a password set/reset link. Your user name is the email address you used when placing the order. Please check your email inbox, including your spam folder for more information or any other system notifications.

Q: How can I download a tax invoice for my order(s)?
A: Please login to your account (see login information above) and click the My Orders link. You will then be able to download a tax invoice(s) for your order(s).

Shipping related:

Q: Will you ship to my postcode?
A: Our shipping carrier is Australia Post. We can ship to any serviceable address in Australia. In other words, we can ship to any address in Australia that Australia Post is able to deliver to.

Q: Can I come to pick up my order?
A: Unfortunately pick-up is unavailable at this time, no exceptions. Your order will be deliverd by Australia Post.

Stock related:

Q: Do you have a certain product in stock?
A: If you can see it listed on the website, it’s in stock. In the unlikely event of any delays or back orders, we will inform you as soon as possible.

Live Cultures setup and support related:
Q. I have a question regarding the setup and/or maintenance of my live culture(s). How do I ?…
A: Please use our contact form, or email us directly with your questions. Our email address can be obtained from the order/shipping notifications that you’ve received from us. We will be more than happy to help you with your culture(s) setup and/or maintenance questions ASAP. Unfortunately we do not currently offer phone support for these matters, support is via email only.

Do not hesitate to contact us if you have any other questions.