How much does shipping cost?
Shipping rates on our online store are displayed at checkout. Shipping costs depend on the contents of your order and your location.
Where do you ship to?
We ship to all states in Australia and all provinces in New Zealand.
When will my order be dispatched?
If you place your order before 10am (AEST/AEDT) on a weekday we will aim to dispatch the same day. Orders are processed and shipped Mondays to Fridays only, excluding public holidays.
During promotional sale periods please allow for additional delays but we will endeavour to dispatch your order as soon as possible.
Once dispatched, how long will my order take?
All orders are shipped from our Melbourne warehouse. Delivery options are presented at checkout and will depend on the contents of your order.
For all orders within Australia we offer Standard and Express shipping options displayed at checkout.
Unless you have selected Express Post at checkout, shipping generally takes 2-7 business days, this applies from the day your order has been dispatched.
For all orders to New Zealand we only offer standard shipping and shipping generally takes 2-7 business days, this applies from the day your order has been dispatched.
Note: bulk orders such as booths are not available to ship to New Zealand. Items considers HAZMAT (i.e. aerosols and alcohol-based hand sanitizer gels) and can only be shipped by standard shipping in Australia.
How do I track my order?
Once your order has been processed, you will receive an email from us with a tracking number and link.
You can also track your order by entering your tracking number here: www.trackmyparcel.com.au
I'm having problems with the tracking.
In a few cases, the carrier takes 1-2 business days to register your shipment status. If after this time, your tracking number is still not working, please contact us at firstname.lastname@example.org so we can look into this for you.
What should I do if my order has not arrived?
To track and check the status of your order please click the link attached in your shipping confirmation email and enter your tracking number. We will notify you via email when your package is in transit and ready for delivery.
Can I collect my order directly from your warehouse?
For online orders, we currently don’t offer collection from our warehouse.
Can I change or cancel my order?
Unfortunately once your order has been placed, we’re unable to cancel or make changes to your order.
Please see our returns policy here.
I entered the wrong address, what should I do?
The delivery address for an order must be a valid residential address – we do not ship to PO Boxes or Parcel Lockers. Unfortunately, the delivery address cannot be amended once the order has been placed.
In the event that the wrong address is indicated in the order, and the package is delivered, MARQ Labs will not be liable for any replacement or refund.
The courier will charge an additional cost for change of address for undelivered parcels with wrong/invalid address.
Do you ship to PO BOX or Parcel Lockers?
We only ship to valid residential or home addresses to which we can ship the order. MARQ Labs will not be liable for any lost orders should you request for your order to be delivered without any signature.
I ordered something on pre-order. When can I expect it to ship?
An estimated dispatch date will be displayed at the time of placing your order. Please note this pre-order date is an estimated date of availability and is subject to change.
What else do I need to know?
- Please note that for all shipments, we are not responsible for lost or stolen packages.
- We are not responsible for duties and fees mandated by customs and can not ship out replacement packages.
- Please also be aware that in the event that a delivery address is submitted incorrectly or mistyped when an order is placed, MARQ Labs assumes no responsibility.
- Shipments are not processed on Saturdays, Sundays and on public holidays.
- Shipping couriers do not deliver on weekends or public holidays.
- Only one delivery attempt will be made for ALL Shipping.
- Shipping may take additional time during sale periods, holidays, extreme weather events, natural disasters and other extraordinary events.
- Customers purchasing from New Zealand are responsible for any import duties and taxes incurred with the shipment.
Manual Orders: Salon Professionals
I am a Salon or Mobile Tanning Professional. Can I place an order over the phone or by email?
Yes, Salons & Trade Pros can place an order via phone or email with our Customer Service Team during regular business hours (8:30am to 5pm AEST/AEDT). You can contact us directly on:
1300 819 331
For Salons and Trade Pros placing orders via the phone or email, shipping rates will be quoted at the time of placing your order.
Standard, express and free freight options exclude all bulk large volume, equipment & kit purchases.
Manual Orders: Distributors & Wholesalers
I am a wholesaler/distributor. Can I place an order over the phone or by email?
Yes, Wholesalers & Distributors can place an order via phone or email with our Customer Service Team during regular business hours (8:30am to 5pm AEST/AEDT). You can contact us directly on:
1300 819 331
Freight calculated at 7% of the total order value with a minimum charge of $35 per order.
There are no free freight options are available for Wholesaler & Distributor orders.
Broken carton pick surcharge applies to all applicable orders of $3.75 per instance.
Items identified as HAZMAT can only be ordered in minimum quantities of 144 units per consignment, standard freight and a $43.20 surcharge applies per instance.
Exclusions apply across all equipment & kit purchases. Freight will be calculated at time of order for these items.
Drop ship pick fee of $7.85 applies per consignment in addition to above for any drop ship orders.