Help
1. Policies
2. Returns
3. Payment gateway
4. Ordering + Shipping
5. Regional taxes
6. Shipping costs
7. Do you ship to….
8. Shipping problems
9. Has my order shipped?
10. Order never arrived?
11. Invoices
12. Billing
13. Site security
14. Terms and conditions
1. Policies
We make sure that the quality of all Lab-Gear we send out is 100% so that it will last. But we acknowledge that very, very occasionally things slip through and you get something that is not quite right.
If you receive a top that has been damaged in transit in some way, or when you put it on some stitching comes undone when it should not have, or the zipper gets stuck forever trapping you in the top, or someone somewhere in the process screwed up, then we’ll replace, repair or refund your money at our discretion.
We won’t refund you if you stuff it up through misuse, set it on fire or if your dog eats it. If you’re in doubt, contact us and we’ll discuss it with you to make sure.
Our warranty period is 6 months on all workmanship used to assemble the product, and a 3 month guarantee on the materials used in making it.
If you have a warranty claim, please contact us within the relevant warranty period.
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2. Returns
We offer full return if there is a manufacturing fault or an obvious problem with the construction of the product. Please contact us to let us know ASAP.
As Lab-Gear products are fully bespoke, where each order is made to order just for you, we do not offer a returns/replacement service for items that have been ordered in the wrong size. Should you have selected the incorrect size, we offer to replace the item for a ‘re-service’ charge. Please contact us for further details.
When returning an item please make sure we receive it, unused, within 30 days of purchase.
Send any returns with an issued RN [contact us for an RN prior to returning].
Australia, EU, UK:
Lab-Gear
PO Box 655
Haberfield, NSW, 2045
Australia
New Zealand:
Lab-Gear
75 Hatton Street
Karori
Wellington 6012, New Zealand.
US:
Lab-Gear
326 Santa Clara Ave
Oakland CA 94610
United States
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3. Payment gateway
Please note that our PayPal processing system accepts Visa and Mastercard. If you hold a PayPal account already, you may opt to pay via your PayPal account or through your bank account via PayPal.
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4. Ordering and shipping
You will have been directed to the Lab-Gear site appropriate for your ‘currency region’ – $AU, Euro, $NZ and $US.
In regions where we do not accommodate your specific currency, you will have been directed to our $US website.
All Lab-Gear products are listed in the currency highlighted at the top left of the website.
We process orders every Monday at 12pm and we reserve the right to extend the ‘Build Time’ without notice according to how busy we become or to allow for circumstances beyond our control such as holidays, sickness etc. In such instances we will inform you via email.
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5. Regional taxes
Outside Australia, please note that Lab-Gear is not responsible for any duties or taxes that may be applied to your order on arrival.
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6. Shipping costs
See our current shipping and handling costs here
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7. Do you ship to my country?
We ship to pretty much all countries.
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8. There is a problem with my shipment, what should I do?
Please contact us ASAP.
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9. Has my order shipped?
You will receive a shipping confirmation notice via email when your order has left our hands. If you have not received an email within a few days after the allotted build time for your item has passed, please contact us.
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10. My order never arrived
We make every effort to make sure your product is well packaged and safely delivered to you (based on your choice of shipping option). In the unlikely event where an item does not arrive to you please contact us ASAP.
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11. How can I get a copy of my invoice?
We do not include paper invoices in shipped packages.
After you place your order, you will receive an email that has a link to a printable invoice.
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12. Timing of billing
Your credit card is charged when you place your order.
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13. Is your site secure?
We make every effort to protect your personal information.
No person, at any point of your buying transaction, sees or handles your credit card details. We use PayPal exclusively to transact all card based sales as it offers superior security for you the customer and for us, the seller. The only information that is stored is that pertaining to the billing and delivery address related to your purchase.
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14. Terms and conditions
We reserve the right to change our Terms and Conditions, Policies and Pricing at any time, such changes to be effective upon posting on this website. Your continued use of the website after any such changes will indicate your acceptance of such changes. Lab-Gear also retains the right to refuse purchases (should this occur, any processed payments would be refunded in full).
