Shipping & Delivery Policy
1. LABORATORY LOGISTICS
Synthro Lab ships within the United States and Australia. All orders are dispatched from our storage facilities in the United States and Australia the same day. Delivery typically takes 2–3 days. All materials are handled and packed to maintain the integrity of the research reagents during transit.
2. SHIPPING RATES
United States
- Standard Shipping: $7.00
- Express Shipping: $10.00
- Orders over $150 USD: Free Shipping
Australia
- Standard Shipping: $10.00
- Express Shipping: $15.00
- Orders over $250 AUD: Free Shipping
3. SHIPPING PROTECTION & INSURANCE (GUARANTEED RESHIP)
Because research chemicals are sensitive and high-value, we provide Priority Shipping Protection for a flat fee of $10 USD / $15 AUD at checkout. Customers are responsible for any applicable VAT, import duties, customs fees, and other international charges.
- Insured Orders: If your package is confirmed lost or damaged in transit by the carrier, we provide a one-time guaranteed reshipment at no additional cost.
- Uninsured Orders: If you decline the Shipping Protection, the Company is not liable for lost or stolen packages. While you may contact our support team, we do not guarantee reshipments or compensation for uninsured orders.
4. LOST OR STALLING TRANSIT
If your tracking information has not updated for more than 7 business days:
- Contact Support Directly: You must email support@synthrolab.com
- Carrier Claim Prohibition: DO NOT file a claim, missing mail search, or inquiry with the carrier (USPS and Australia Post). Due to the specialized nature of Research Use Only (RUO) materials, external inquiries can trigger account flags. We handle all carrier-side investigations internally to protect our supply chain and your privacy.
5. DELIVERY CONFIRMATION & “PORCH PIRACY”
Our contractual obligation is fulfilled once the carrier marks the package as “Delivered.”
- Finality of Delivery: We rely on carrier GPS and timestamp data. If a package is marked “Delivered” but you cannot locate it, the Company is not responsible for reshipment.
- Secure Delivery: It is the buyer’s responsibility to provide a secure delivery location. We are not responsible for theft or misplacement after a successful delivery confirmation has been issued by the carrier.
6. ADDRESS ACCURACY & RE-SHIPPING
The buyer is responsible for providing a 100% accurate shipping address. Customers may request a shipping address change or correction at any time before dispatch.
- Return to Sender: If a package is “Returned to Sender” due to an incorrect address, insufficient address, or an inability to deliver as addressed, the buyer is responsible for the cost of the re-shipping fee.
- Integrity Guarantee: Because these are research reagents, any package returned to us must undergo a safety audit. We will only re-ship the original items if the seals remain intact and the chain of custody has not been compromised.
