Question 1

Where is my order / how long will it take?

Accepted Answer

Use the live order tracker to see your payment status, order stage, and Australia Post tracking. Enter your AP- order reference and the surname on the order. Once dispatched, the parcel is with Australia Post; their delivery estimates are usually conservative and pull forward as the parcel moves.

Question 2

Tracking is stuck, or it says delivered but I don’t have it

Accepted Answer

Open Track your order for the latest scan. If a parcel has stalled or shows delivered but has not arrived, lodge a missing-parcel enquiry with Australia Post yourself via auspost.com.au, the app, or 13 76 78. We hold proof of postage to support the claim and arrange a replacement once AusPost confirms loss.

Question 3

How much BAC water do I add, and how do I mix it?

Accepted Answer

Reconstitution amounts are product-specific. Each product has a start guide with the exact BAC water volume, the maths, and a video. Most vials take up to 3 mL. NAD+ and Glutathione take more. Add the water slowly down the vial wall and swirl gently; never shake.

Question 4

Did my payment go through? Is my order confirmed?

Accepted Answer

The order tracker shows whether your payment has been received and matched. Enter your AP- reference and the surname on the order. Most PayID and bank transfers match within minutes, although some banks hold a first-time PayID for up to 24 hours. Pay the exact amount including cents so it matches automatically.

Question 5

PayID won’t work / I get an error

Accepted Answer

Our PayID is linked to our ABN, not an email. In your banking app choose the ABN PayID type, not Email or Phone, and enter the ABN from your order instructions. Bank transfer is a fee-free fallback. Pay the exact amount including cents and add your AP- reference.

Question 6

I paid over 24 hours ago and it’s still not confirmed

Accepted Answer

If it has been more than 24 hours with no Order Confirmed email, we will match it manually. We will ask for the date and time you paid and a screenshot of your payment confirmation. Check your spam folder for the confirmation email first.

Question 7

Do you sell pens or pills/capsules?

Accepted Answer

Every product is supplied as lyophilised powder in a glass vial that you reconstitute with BAC water. We do not sell pre-filled injector pens or oral pill/capsule products.

Question 8

Is a product in stock / what does it cost?

Accepted Answer

Live stock and pricing for every product is on the shop. Each product page shows whether it is in stock, on pre-order with an estimated window, or out of stock, plus the current price.

Question 9

Do you have a product I can’t see on the site?

Accepted Answer

If a compound is not on the shop we likely do not stock it yet. Add it on our product request page — the more requests a compound gets, the higher it moves up our list.

Question 10

My vial looks empty / I only drew a little out

Accepted Answer

This is almost always an mg-versus-mL mix-up. The milligram figure on the label is the weight of the dry powder, not a volume of liquid. The powder is a tiny amount at the bottom, so a vial that looks empty, or only gives back the BAC water you added, is expected. The flip-off cap is a one-time tamper seal and will not re-clip firmly once removed, which is also normal.

Question 11

My reconstituted solution is cloudy or won’t go clear

Accepted Answer

If your reconstituted solution is cloudy or will not go clear, do not use it. Send us a photo of the vial and your order reference and we will sort you out.

Question 12

Can I change the items or cancel my order?

Accepted Answer

If your order is still unpaid, place a new order with the correct items and pay for that one — we will cancel the unpaid one. If you have already paid, we can change or cancel up until it goes to our fulfilment team for packing. Once it is being packed we cannot pull it back. For a refund, include your PayID or bank account details.

Question 13

I need to change my shipping address / add signature on delivery

Accepted Answer

If your order has not been dispatched we can update the address or add signature on delivery. Send your order reference and the new details. Once shipped we cannot change it.

Question 14

How do I know the products are legit / tested?

Accepted Answer

We are a registered Australian business dispatching from Melbourne. Every batch is independently third-party HPLC-tested for identity and purity, with the Certificate of Analysis published in our CoA library. Orders ship with Australia Post tracking and reviews are on the product pages.

Question 15

Can I get the CoA for my specific batch?

Accepted Answer

Most batches are in our CoA library already. For the exact CoA for your vial, send your order reference and the batch number printed on the vial and we will match it.

Question 16

Do you offer bulk pricing?

Accepted Answer

Yes, we offer discounted pricing on larger quantities. Tell us the products and quantities you are after and we will put together a tailored quote.

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“Living in a regional area we are used to items taking a while to get there, but our order arrived promptly, was packaged well and was as described.”

Lia H.

May 2026

“Outstanding service and I feel comfortable recommending the owner of this company. It’s a template for any other business as his service was top-notch.”

Marcus H.

May 2026

“Amazing service, quick turn around of products and follow up has been so helpful.”

Andy

May 2026

“Fast dispatch, clear labelling and certificate information made the ordering process simple.”

Mia C.

May 2026

“Professional support team and well-presented product information.”

Ahmed B.

May 2026

“Reliable Australian dispatch and a straightforward certificate verification process.”

Muhammad

May 2026

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