Shipping

When we pack

We pack Monday to Friday. If your order lands before [order cutoff time — to confirm] we pack it the same working day. Later than that, or on a weekend or a public holiday, it goes out the next working day.

If something in your order is out of stock we email you before anything ships. We do not split an order into two parcels without asking you first.

Carriers and speeds

At checkout you choose from [shipping speeds and prices — to confirm], carried by [carrier list — to confirm]. Orders leave from [shipping origin country — to confirm].

The speed you pick is the carrier's transit time after they collect the parcel. It does not include the day we pack.

Nothing here ships cold

Everything on this site travels at room temperature, and nothing on this site needs to travel any other way.

Gel packs ship unfrozen. They are sealed refrigerant packs, not cold packs in transit. You freeze them at home before you travel. A gel pack that arrives warm, or soft, or at the temperature of a delivery van, is working exactly as intended.

Powered coolers ship switched off. Whether the Line Fridge carries an internal lithium cell, and the carrier restrictions that follow if it does, is [internal cell and lithium carrier limits — to confirm].

Bacteriostatic water ships as an ordinary liquid. It goes upright in the box with the cap taped, inside an outer carton. It is not temperature controlled on the way to you and does not need to be.

Cases ship in their retail box inside an outer carton, with the foam insert in place.

Tracking

You get two emails. One confirms the order. One tells you it has shipped and carries the tracking number.

Tracking often shows nothing for a few hours after we hand the parcel over, because the carrier has not scanned it yet. If it has still not moved after [tracking stall window — to confirm], email [support email — to confirm] with your order number and we will chase the carrier.

Shipping outside [shipping origin country — to confirm]

We ship to [list of countries we ship to — to confirm].

Import duty, tax and customs handling fees are not included in what you pay us. Your customs authority or the carrier bills you directly, usually before delivery. We cannot quote those charges in advance.

Some countries restrict what can be imported, and bacteriostatic water is on more lists than the cases are. Check your own rules before you order. If customs holds a parcel, they contact you, not us.

If it arrives damaged

Photograph the parcel before you unpack it further, including the outer carton and the label. Then photograph the damaged item.

Email [support email — to confirm] with your order number and those photos within [damage report window — to confirm] of delivery. We will replace the item or refund it, on the terms on the returns page. You do not need to send a crushed carton back to us unless we ask.

A warm gel pack is not damage. A leaking bacteriostatic water vial, a cracked shell, a snapped hinge or a torn foam insert is.