Shipping Information and Policy

We send all orders via CouriersPlease or FastWay couriers. Please note we are unable to ship to PO boxes.


We ship domestically to all Australian states and territories except for Tasmania and the Northern Territory. All orders are dispatched within 24-48 hours on weekdays, depending on order volume. If you place your order over a weekend or on a public holiday it will be processed and sent out the next business day (Monday - Friday). If your order is being shipped outside of a metropolitan area, there may be additional wait times. Please contact us prior to purchasing if you wish to enquire about specific shipping times and capabilities. As we utilise third party courier services, we cannot guarantee their shipping times.


You will receive a tracking number for your order upon dispatch. Please advise us if you require assistance in tracking your order.


If your order is damaged in transit please contact us at as soon as possible. You may be asked to provide details and/or a photograph of the damaged goods.


Hi-Gene accepts no responsibility for lost or unclaimed packages. Online tracking is available to you and is sent to you via email once you place an order. It is your responsibility to track the item via our website by clicking the 'Track my Order. We urge customers to access their tracking code if there is a delay in tracking and/or receiving your order. Please contact us for assistance in tracking your order or if delays are experienced. If incorrect or incomplete address information is inputted into the checkout page when an order is placed on the website, and as a result, a parcel is sent out then returned back to us, it is the customer’s responsibility to pay for the product to be re-sent to the correct address. Hi-Gene is not responsible for any loss you or a third party suffers for a delay or failure to process your order and deliver products due to inaccurate or incomplete details provided in an order.

Please note: You may experience slightly longer delivery times during peak sale periods, due to COVID-19, due to wild weather, or due to other CouriersPlease or FastWay delivery issues that are unforeseen, or unavoidable events beyond Hi-Gene’s reasonable control. Online orders are processed and shipped from Melbourne, Victoria and so we follow any Victorian Public Holidays.

If your order is being delivered to an office building, apartment complex or similar facility, or to a public institution such as a hospital, hotel or school, the carrier may accept the signatures of mailroom employees, receptionists, and similar administrative personnel upon delivery. Upon signature or acceptance by such personnel, we shall be deemed to have fulfilled our entire delivery obligation for your order. We are not responsible for lost or stolen items delivered in accordance with the delivery practices noted above.


If you have any queries in regard to these Terms please contact us at