Shipping rates & offers vary by seller.
Check product pages for details.

Your cart

Your cart is empty

Continue shopping

FAQs

Contact Us

  1. How can I contact you?
    Our business hours are 9:00 am - 5:00 pm, Monday to Friday (AEST). During this time, you may contact us via:

    • Web: Simply fill out the contact form on our Contact Us page, and we will reply as soon as possible. The usual response time is within 1-2 working days. Please check your junk/spam folder in case our emails appear there.

    • Phone: We can be reached at 1300 943 404.

    • Email: marketing@medilabmarketplace.com.au

 

 

Accounts

  1. Do I need to create an account to purchase from Medilab?
    Yes. Creating an account with Medilab provides the following benefits:

    • Keep a record of orders and review past purchases.

    • Easily request a return or exchange via your account.

    • Faster checkout by securely saving your address and card details (optional).

    • Add products to your wish list and get notified when they become available.

    • Subscribe to our newsletter for exclusive promotions, product launches, and blog updates.

  2. What happens if I forget my password?
    Click "Forgot password?" on the login page. Enter your registered email address to receive a link with instructions to reset your password.

  3. How many active accounts can I have at one time?
    You can only have one active account per email address and delivery address.

  4. Can I have more than one delivery address on my account?
    Yes, you can add multiple delivery addresses to your account.

  5. How do I update my personal details, password, or address?
    You can update any of these in your account page after logging in.

 

 

Orders

  1. How do I track my order?
    Once your order has been dispatched, you will receive an email with the tracking number and courier details. Use this information to track the status of your order. Alternatively, log in to your account, go to Orders, and select the order you wish to track.

  2. Can I change my order before it is dispatched?
    Yes, if your order has not been dispatched. Please:

    • Submit a request via the Contact Us page, providing your order number and the details of the changes.

    • Call us urgently at 1300 943 404  to advise us of your ticket. Our support team will confirm whether the changes are possible. Please note this may delay processing and shipping.

  3. Can I change the delivery address for my order?
    Yes, if the order has not yet been dispatched. Follow the steps mentioned above for changing an order. If the order has already been dispatched, you will need to contact the courier directly using the tracking information provided.

  4. I did not receive an order confirmation.
    Please check your junk/spam folder in case our emails appear there.

  5. I did not receive a dispatch notification.
    Please check your junk/spam folder.

  6. I received the wrong order.
    Refer to our Refunds and Returns FAQ for more information.

  7. My order never arrived.
    Refer to our Refunds and Returns FAQ for more information.

 

 

Promotions

  1. How do I redeem a coupon code?
    Enter the coupon code (including any capital letters and spaces) in the discount code field at checkout and click apply. The offer will apply if the conditions and validity are met.

  2. How can I receive promotions from you?
    You can receive exclusive deals, product launches, and updates through:

    • Newsletter: Subscribe via the homepage.

    • Facebook: Follow us at https://www.facebook.com/people/Medi-Lab.

    • Instagram: Follow us at https://www.instagram.com/Medilab.marketplace/.

  3. How can I unsubscribe from your newsletter?
    Click the unsubscribe button at the bottom of any newsletter email and follow the instructions. To resubscribe, use the subscription field on the homepage.

  4. Why is my discount code not working?
    Ensure the coupon meets all conditions (e.g., minimum spend) and is still valid. If it still doesn’t work, contact us via the Contact Us page with evidence, and we will investigate. For urgent issues, call us after submitting your ticket.

  5. I did not receive a newsletter promotion.
    Check your junk/spam folder in case our emails appear there.

 

 

Payment

  1. What payment methods do you accept?
    We currently accept VISA, AMEX, MasterCard, and Bankcard. 

  2. How do I check and apply store credit?
    Log in to your account, click Store Credits to view your balance, and apply it at checkout.

  3. I have made a payment. What happens next?
    After payment confirmation, you will receive an order confirmation email. You can also log in to check the order status in My Orders.

  4. How do I redeem a coupon code?
    At checkout, enter the code in the coupon field and click Apply.

  5. Can I apply a used coupon to a revised order?
    Yes, as long as the changes did not miss the cut-off time. Our team will make the necessary adjustments.

 

 

Delivery

  1. What if I missed my delivery?
    If you did not select Leave Parcel Unattended, you should receive a calling card for a missed delivery. Contact the courier or local post office to arrange redelivery or collection.

  2. What orders cannot be left unattended?
    Orders containing restricted items or sharp objects cannot be left unattended.

  3. What is a Large/Bulky item?
    Products weighing over 25kg or measuring over 120cm in any direction are classified as bulky items. These are excluded from change of mind returns.

  4. What is the delivery time frame?
    Orders placed before 2pm (weekdays) are usually dispatched the same day, subject to availability. Delivery typically takes 3-7 working days, depending on your location. Delivery times are indicative and may vary.

  5. What is the delivery cost?
    Delivery charges vary by seller. You can view the delivery charge on product pages and the total at checkout.

  6. Why did I receive only part of my order?
    Your order may arrive in separate deliveries if items are shipped from different locations or sellers. Dispatch notifications and tracking numbers will be provided for each parcel.

  7. Do you offer Click and Collect?
    Some sellers may offer this service. If available, instructions will be provided.

  8. I received the wrong delivery.
    Contact us via the Contact Us page with your order number and evidence of the incorrect items (unopened if possible). We will investigate and advise on the next steps.

 

 

Product

  1. Do you price match?
    Yes. Submit a price match request via the Contact Us page, and we will confirm whether the seller accepts the request.

  2. Is there a limit to how many items I can purchase?
    Some sellers may set quantity limits on certain products. These will be indicated on the product page.

  3. Is it safe to buy therapeutic products from you?
    Yes. All sellers of therapeutic goods on Medilab are required to comply with the Therapeutic Goods Advertising Code and provide the relevant ARTG ID (Australian Register of Therapeutic Goods) for their products.