Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
So you've made an order? Welcome to the WanderLab family! Once your order is placed, our team gets to work packaging your items with care and dispatching them from our fulfilment centre. If your order contains multiple products, they may arrive in separate parcels, don't worry, this is completely normal. Your order will arrive safely in your patiently waiting hands within 7–10 business days, with tracking provided every step of the way.
*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
All orders include FREE and fast delivery Australia-wide, no matter how many products you order.
All orders (no matter how many products you purchase) include FREE and fast delivery Australia-wide. You can expect your order to arrive within 7-10 business days.
Please note: Although these are our expected delivery times, sometimes life happens and delivery isn't able to happen within this timeframe. When this is the case, your tracking number may show a 'delayed' delivery date.
Yay, time to celebrate, your order is on its way! Once your order is handed over to our carrier, we'll send you a shipping confirmation email with a 'Track Order' button. This will take you straight to our website's Track Your Order tab so you can follow the live tracking updates!
Haven't received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Think your order might be lost in transit? Although we expect delivery within 7–10 business days, sometimes life happens and delivery isn't able to happen within this timeframe. When this is the case, your tracking number may show a 'delayed' delivery date.
*Please note: For any queries or issues related to your order, contact us at hi@wanderlab.com.au so we can help you contact the carrier and follow up on your order.
Oops, wrong address? We can fix that, just email us at hi@wanderlab.com.au with the correct details before your order ships and we'll update it.
Already shipped? Email us at the same address (hi@wanderlab.com.au) and we'll do our best to get the carrier to redirect it.
Please note: we can only ship to the address provided at checkout. If that address was incorrect and the package is delivered, we're unable to retrieve it, so please double check before submitting your order.
At this time, we only deliver our products to customers in Australia.
No, you shouldn't have to worry about extra fees. While our products are dispatched from our overseas fulfillment center to keep logistics efficient, standard orders do not typically incur customs duties.
Your insulin works best when stored between 36-46°F (2-8°C) – that's typical refrigerator temperature.
Once you start using a vial or pen, it can stay at room temperature (below 86°F or 30°C) for about 28 days.
The key is avoiding extreme heat or freezing, which can make your insulin less effective or even harmful.
When insulin gets too hot or cold, it breaks down and loses its strength – meaning it won't control your blood sugar properly. You might not even notice it's happening until your levels start acting up.
That's why having reliable temperature control isn't just convenient, it's essential for your health and peace of mind.
Our insulin cooling safe pack is aTSA-approved travel cooler designed to keep insulin, peptides, and other temperature-sensitive medications safely cool while traveling.
Yes. It features areal-time Fahrenheit & Celsius temperature display so you can monitor your medication temperature at a glance.
1 × Insulin cooling safe pack
2 × TSA-approved reusable ice packs
Have a special someone who you think needs some of our products in their life? You can ship any WanderLab product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!
Delivery within Australia typically takes 7–10 business days.
Yes, there is a 30-day money-back guarantee. If you are unsatisfied, you can contact them within 30 days of arrival for a full refund.
We've got you covered here too. To be eligible for a return, please ensure:
✅ Your return request is made within 30 days of delivery
✅ The item is unused, in its original condition, and in its original packaging
Just contact our friendly team hi@wanderlab.com.au and they'll help you along the way.
*Please note: Customers are responsible for the cost of return shipping. Not all items are eligible for return, any exclusions will be called out on product pages and/or at checkout.
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided it is returned within 30 days.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned in as new condition, with any tags and the original box.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Returns are easy to arrange. All eligible returns can be arranged by contacting our friendly team here and they will help you along the way.
*Please note: Customers are responsible for the cost of return shipping. Not all items are eligible for return. Any exclusions will be called out on product pages and/or at checkout.
We can only action your refund once the returned item arrives back at our warehouse. We strongly encourage sending a photo of your return receipt as proof of lodgement, this helps us keep an eye out for it, but we still need the item physically back with us before we can go ahead.
All jokes aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
All pricing for our Australian store is listed in Australian dollars (AUD).
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hi@wanderlab.com.au. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
We always strive to be the best so we love hearing your thoughts. We also love hearing your WanderLab stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Our WanderLab HQ is located in Sydney, NSW. Your WanderLab products start their journey to you from our warehouses in Sydney and Melbourne.
*Please note: Our WanderLab HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.