Key Information
Contact
ORDERS & PAYMENTS
What payment methods do you accept?
We currently accept bank transfer only.
Your order is reserved once placed and will be fulfilled as soon as payment clears. Full banking details are shown at checkout and in your confirmation email. We check bank transfers every hour from 5am-8pm, 7 days a week. Once payment has been received, you will receive a confirmation email from us.
How long does it take for my payment to clear?
Bank transfers to our account are instant, we check payments every hour from 5am-8pm, 7 days a week. Once payment is confirmed you will receive a confirmation email
Do I need to send proof of payment?
Please send a screenshot of your payment to support@herglowlabs.com, alternatively you can reply to the confirmation email and we will check for your payment asap.
My order says “Pending Payment” — what does that mean?
This means payment hasn’t appeared in our system yet. Once received, your order is automatically updated to Processing → Completed → Shipped.
Can I cancel an order before paying?
Yes, please let us know and we'll cancel your order
Can I get a refund after paying?
Once your order has been processed, we are unable to cancel your order. If you wish to cancel your order please contact us asap.
SHIPPING AND DELIVERY
My package hasn’t arrived — what should I do?
First, check your tracking link for updates.
If the parcel appears delayed or stuck, email support@herglowlabs.com and we will lodge an inquiry with AusPost.
How do I track my order?
You will receive an email with your tracking number as soon as your order has been fulfilled.
Where do you ship from?
We ship from our NSW and VIC facilities using secure, temperature-controlled handling.
How fast do you ship orders?
All orders are shipped within 24 hours of receiving payment (Mon–Fri).
What shipping service do you use?
We exclusively use Australia Post Express to ensure the fastest possible delivery.
How much is shipping?
$12.95 Express Shipping Australia-wide
FREE Express Shipping for orders over $200
How long does shipping take?
Most customers receive their package in 2–3 business days in metro areas, 3-5 business days in rural areas. During peak season such as December, please allow an extra 2-4 days due to peak volumes from our carrier.
RETURNS AND REFUNDS
Do you offer refunds?
We offer refunds for:
Damaged items on arrival
Incorrect items received
Missing items in an order
Do you accept returns?
Due to the nature of our products (sterile, temperature-sensitive research compounds), we cannot accept returns once an order has been shipped.
What if my order arrives damaged?
If any item arrives damaged, please email us at support@herglowlabs.com with clear photos of the product and packaging. We will arrange a replacement or refund.
How long do refunds take to process?
Refunds are process within 2-5 business days
PRODUCT INFORMATION
Do you provide dosing or cycle instructions?
Our product pages include general educational guidelines but we do not give personalized dosing or medical protocols.
Can you tell me which peptide is right for me?
We provide general information but cannot provide personal medical advice
Are all your peptides certified?
Yes, all of our peptides have been 3rd party and independantly tested for purity, certificates can be viewed on the product pages
How should I store my peptides
Unopened vials should be stored in a cool, dark place. Ince reconstituted, peptides require refrigeration (2-8 degrees Celsius) and should never be frozen.
Do you include BAC water or syringes?
No. These must be purchased seperately
How long do peptides last?
Unreconstituted peptides usually last 12-24 months when stored correctly. Reconstituted peptides should be used within 28 days.
Are your peptides suitable for beginners?
We offer beginner friendly peptides (like GHK-CU, MOTS-C, IPAMORELIN), but all peptides require proper research, preparation and guidance.