Delivery Policy

Scope of this policy

This policy applies to:

• pickup and transportation of laboratory, environmental, industrial, agricultural, food, water, soil, biological or other approved test samples;
• delivery of laboratory equipment, analytical instruments, consumables, reagents, accessories, medical products, industrial products and other marketplace items;
• local, interstate and international deliveries arranged through Allanalysis or a participating merchant, laboratory or logistics partner.

Our delivery service model

Allanalysis may coordinate delivery directly or connect customers with independent merchants, laboratories, dispatch riders, courier companies and logistics providers. The party responsible for fulfilment may be shown on the product, test, booking, checkout, order or communication page.

Where an independent merchant or laboratory fulfils an order, that provider remains responsible for preparing the item or sample, providing accurate dispatch information and complying with applicable transport, safety and consumer-protection requirements.

Booking a test-sample pickup

Sample pickup is available only for tests and locations approved by the assigned laboratory. Customers must provide a complete address, accessible telephone number, sample description, requested pickup date, preferred time window and any handling information required by the laboratory.

A pickup request is not confirmed until Allanalysis, the laboratory or the assigned logistics provider accepts it. We may contact the customer to verify the sample type, quantity, container, collection conditions, location or readiness before dispatching a pickup agent.

Customer responsibility before sample pickup

Unless professional sample collection has been specifically booked, the customer is responsible for collecting the sample correctly and following the test instructions supplied by the laboratory. The customer must ensure that:

• the sample is representative of the material being tested;
• the correct quantity or volume is provided;
• the approved container is clean, intact, leak-proof and suitable for the sample;
• the sample is properly sealed and labelled;
• all forms, identifiers, preservation instructions and test information are complete;
• the sample is ready at the agreed pickup time.

Sample packaging, labelling and preservation

Samples must be packaged to prevent leakage, contamination, breakage, deterioration, exposure or injury during transport. Liquid samples should use secure leak-proof containers. Fragile containers should be protected with suitable cushioning. Samples requiring refrigeration, freezing, light protection, stabilisation or time-sensitive delivery must be declared before pickup.

Labels should normally include the customer or project reference, sample name or code, collection date and time, sample source and any warning or preservation information required by the laboratory. Personal medical information should be limited to what is necessary for the booked test.

Restricted, unsafe or prohibited samples

Customers must not present illegal substances, explosives, radioactive materials, highly infectious agents, uncontrolled hazardous chemicals, improperly packaged biological materials, leaking containers or any material that cannot lawfully or safely be transported through the selected delivery method.

Allanalysis, a laboratory or a logistics partner may refuse, isolate, return or report a sample where its identity, packaging, legality or safety is uncertain. Additional handling, return or disposal charges may apply where permitted by law.

Chain of custody and sample identification

Where formal chain-of-custody documentation is required, the customer must request it before pickup and provide all required identifiers and signatures. Ordinary pickup confirmation, tracking or delivery records do not automatically constitute a regulated or legally defensible chain-of-custody process.

Allanalysis and participating providers will use reasonable measures to preserve identification and transfer records, but the customer remains responsible for notifying us of any special regulatory, litigation, accreditation or evidential requirements before booking.

Pickup windows and waiting time

Pickup times are estimates unless expressly confirmed as guaranteed. The pickup agent may arrive within a stated window rather than at an exact minute. Customers should keep the telephone number supplied during booking available.

Where the sample is not ready, the address is inaccessible, the contact person cannot be reached or the pickup agent is kept waiting beyond a reasonable period, the pickup may be cancelled or rescheduled and an additional charge may apply.

Laboratory acceptance or rejection of samples

Successful pickup does not guarantee that the laboratory will accept or analyse the sample. A laboratory may reject a sample that is insufficient, contaminated, expired, improperly collected, poorly labelled, damaged, leaking, outside the permitted temperature range or otherwise unsuitable for the requested test.

If a sample is rejected, the customer may be asked to provide a replacement sample. New pickup, collection, packaging or testing charges may apply. Test fees and refund eligibility will be handled under the applicable testing conditions and refund policy.

Product processing and dispatch

Product orders are processed after payment confirmation, required verification and stock confirmation. Processing time may differ from delivery time. Some items may require procurement, assembly, calibration, quality checks, importation, customisation, cold-chain preparation or merchant approval before dispatch.

Where an order contains products from different merchants or locations, the items may be delivered separately and may have different tracking references or arrival dates.

Delivery areas

Available delivery areas are determined by product type, merchant location, laboratory location, courier coverage and applicable transport restrictions. Some products or samples may not be available for delivery to every city, state or country.

Remote, difficult-to-access, high-risk or restricted locations may require an alternative collection point, additional fee or special arrangement. International delivery may be limited by customs, import, export, product-registration, dangerous-goods or carrier rules.

Delivery and pickup charges

Delivery or pickup charges are displayed during booking, checkout, quotation or order confirmation where they can be calculated in advance. Charges may depend on distance, zone, package weight, dimensions, urgency, vehicle type, insurance, temperature control, special handling, customs, multiple stops or remote-area service.

If the information supplied by the customer is inaccurate or the item requires a different service than selected, we may request payment of the difference before pickup or delivery continues.

Estimated delivery times

Any delivery date or time shown is an estimate unless expressly stated as guaranteed. Estimates begin after payment, order verification, stock confirmation and merchant or laboratory processing.

Delays may occur because of traffic, weather, road conditions, public holidays, strikes, security incidents, customs clearance, carrier capacity, incorrect addresses, failed contact attempts, merchant delays, laboratory requirements, force majeure or other circumstances beyond reasonable control.

Tracking and delivery updates

Where tracking is available, customers may receive updates by the website, account page, email, SMS, telephone, WhatsApp or the logistics provider's tracking system. Tracking information is supplied for convenience and may not update in real time.

Customers should review their order details and promptly report any material tracking discrepancy through the support page.

Accurate address and contact information

The customer must provide an accurate recipient name, telephone number, email address, delivery address, landmark and any access instructions. Allanalysis is not responsible for delay, extra cost or failed delivery caused by incomplete, inaccurate or outdated information supplied by the customer.

Address changes requested after dispatch are not guaranteed and may result in redirection fees, delay or cancellation.

Receiving a product delivery

The recipient should inspect the outer package at delivery, confirm the number of packages and check for obvious damage, leakage, tampering or incorrect items before accepting where practical. A signature, one-time code, photograph, delivery scan or other confirmation may be used as proof of delivery.

Customers should not share a delivery code with anyone until the delivery is physically present and verified.

Failed delivery and redelivery

A delivery attempt may fail where the recipient is unavailable, cannot be contacted, refuses the item without an approved reason, provides an inaccessible address, does not provide required identification or payment, or cannot receive a regulated or temperature-sensitive product.

The order may be returned to the merchant, laboratory, courier depot or another safe location. Redelivery, storage, return-to-sender or cancellation charges may apply. Perishable, customised, temperature-sensitive or specially ordered items may not qualify for a refund after a failed delivery caused by the customer.

Damaged, missing, lost or incorrect deliveries

Customers should report a visibly damaged, leaking, incomplete, incorrect or missing product as soon as possible and preferably within 48 hours of delivery. Include the order number, delivery reference, photographs of the package and product, and a description of the issue.

Do not discard packaging, labels, seals or damaged items until the claim has been reviewed. Remedies may include replacement, repair, redelivery, partial refund or full refund, depending on the evidence, product type and applicable refund policy.

Risk, ownership and proof of delivery

Risk in a product normally transfers to the customer when the item is delivered to the stated recipient, authorised representative, reception desk, security post or other location approved by the customer. Ownership may remain subject to completed payment and any applicable merchant terms.

For test samples, responsibility transfers according to the documented handover between the customer, pickup agent and laboratory, subject to the sample's packaging, suitability and declared handling requirements.

Temperature-sensitive and fragile items

Products or samples requiring refrigeration, freezing, controlled temperature, protection from light, upright handling or special packaging must be identified before booking. Availability of cold-chain or specialist transport is not guaranteed in every location.

Customers must follow storage instructions immediately after delivery. Failure to receive or store a temperature-sensitive item promptly may affect its quality, safety, warranty or refund eligibility.

International delivery, customs and import requirements

International customers are responsible for confirming that ordered products may lawfully be imported, possessed and used in the destination country. Unless expressly included in the checkout price, customs duties, taxes, permits, brokerage, inspection and local clearance charges are the recipient's responsibility.

Customs or regulatory authorities may inspect, delay, refuse, seize or return a shipment. Allanalysis cannot guarantee customs clearance and is not responsible for delays caused by government authorities, provided the order and documents were prepared with reasonable care.

Returns, refunds and delivery disputes

Product returns and refunds are governed by the Refund and Return Policy. Test cancellations, rejected samples and service refunds may also be governed by the Conditions for Analysis Testing and any laboratory-specific instructions shown during booking.

A delivery complaint should be submitted promptly through the support page with the relevant order, booking or tracking details.

Merchant, laboratory and logistics responsibilities

Participating providers must publish accurate product or service information, use suitable packaging, comply with applicable transport rules, protect customer information, provide honest dispatch updates, honour approved delivery commitments and cooperate with reasonable claims investigations.

Merchants must ensure that information shown in product listings, checkout, order confirmation and any Google Merchant Center feed remains consistent, including delivery availability, cost, processing time and return information.

Contact and claims

For pickup changes, delivery problems, damaged items, missing packages, rejected samples or tracking concerns, contact support with your order number, booking reference, delivery address, telephone number and supporting evidence.

We may need to share relevant claim details with the merchant, laboratory, courier, payment provider or insurer to investigate and resolve the matter.

Changes to this policy

We may update this Delivery Policy to reflect new service areas, delivery partners, laboratory requirements, merchant processes, legal obligations or platform changes. The version published on this page applies from its stated update date.