Our Committment to You
We are doing everything we can to fulfill as many orders as possible as quickly as possible.
If your tests have not yet been received, we will fulfill your order as soon as we can. All orders will be honoured within the coming days.
We appreciate your patience as we work through your requests in a priority sequence.
Refund Update
We know some of you are experiencing delays in receiving your refund. We are very sorry about this.
There is an technical issue with our payment processor that we are urgently working to resolve. We have a escalated a support ticket with Stripe and are in daily contact with their team pushing for a resolution.
Delaying your refund is unacceptable and benefits no one. Our aim is to process all refunds as quickly as possible.
Response Times
We understand these are extremely stressful times for all Australians.
Due to the rapid emergence of Omicron and many testing requirement changes during the holiday season, we are dealing with an unexpected surge in demand.
We’re working hard to:
- fulfill your orders (our top priority)
- upgrade our processes
- expand our team
Our customer support team is working to reply to everyone in a priority sequence as quickly as possible. We recognise there has been a delay in getting back to many of you. Please accept our sincere apologies, we’re sorry for the inconvenience.
The global demand for rapid COVID tests is at an all-time high. This has created supply constraints in Australia and many other countries.
We have secured large allotments of rapid antigen tests with multiple manufacturers and will have stock available for the coming months.
Order Timelines
Stock has arrived and we are working with our distribution center to get all orders out by the week of Feb 28.
We are nearly through the rush of order from the holiday season and appreciate your patience. Please be assured we are working as hard as we can to get your orders to you as quickly as possible.
Tracking Information
You will receive a tracking number via email when the order is ready to ship. Please check your spam folder in case you don’t receive your confirmation and tracking info. You do not need to create an account to receive tracking information.
We ask that you please be patient as we work through the backlog. All orders will be shipped with our couriers as quickly as we can.
How to Contact Us
To help respond to you sooner, we are trying to centralise all requests through the web chat feature. Please note, this is not an immediate response. Our team is working through the request queue in the order they were received.
Tracking Information
We’re sorry we’ve been slow to respond to your inquires. The
surge in demand due to Omicron overwhelmed our systems during the holiday
break. We’re working to quickly grow our team and provide better service.
Our friendly customer
service team is doing everything we can to help you get the tests you need
during these stressful times.
