Help
Need assistance? Please email us at labdirect@thermoline.com.au or send us a message via our contact form.
Office Hours: 7am to 3pm (Monday to Thursday) and 7am to 1pm (Friday)
FAQS - Please read before contacting us.
Are your products available to the general public?
Yes, everything on our store is available for sale to the general public, however, EUD documents are required for certain restricted products.
What are your delivery charges?
Our store carries a minimum $16.50 plus GST delivery charge. This starting delivery charge covers packing, handling and preparation charges. Further AusPost and courier charges then apply. Freight price will vary depending on what is purchased plus the quantity of the items being purchased.
How long does it take for an order to be delivered?
Delivery times vary depending on the product and the quantity being purchased. In-stock products ordered before 11am can usually be dispatched the same day. If the product is not in stock and needs to be ordered, please allow up to two weeks for delivery. You can monitor the exact delivery times via your tracking number/s.
Why are some prices shown on your store different to pricing I have been quoted off-site?
Many of our online rates, including bulk discounts (and any cards with discount codes inside the box), apply to store credit card purchases only, and don't apply when an off-site order needs to be manually entered and processed. Please take advantage of our online prices and delivery rates by purchasing the goods online via our store with credit card. Manual entry orders, which take considerable time to process by admin staff, often void special online pricing.
Do you have a minimum order amount?
There are no minimum orders when purchasing your items online. You can purchase one or two items if you require them, however please note that the minimum delivery charge still applies (freight is always cheaper with more items rather than less). If purchasing items over the phone or with a purchase order, a minimum order of $200.00 applies. This minimum order value can be avoided when you purchase online.
Do I need to have a PayPal account to purchase items?
No, you’re not required to have a PayPal account even though we use the Paypal gateway. All you need is your credit card details to complete the required forms for payment.
Can we purchase an item from your store over the phone?
Generally we do not take over the phone orders, however, please contact us via email or via the Live Chat should you be having difficulties purchasing online so we can assist over the phone.
Can we pick up the item/s from your warehouse?
Yes items can be picked up from our Wetherill Park, Western Sydney warehouse. You will still be required to purchase your item online and enter the 'no delivery charge' pick up coupon code before you make your payment. This will ensure the freight is not charged to your order. Please call us on 02 9606 3013 to arrange a suitable time to pick up your items. We'll give you our address once a suitable time is made.
I need my order delivered by a particular date, can you guarantee this?
Unfortunately not. We are not able to guarantee that an order will be delivered by a particular date. We can only ensure that the order is dispatched as soon as possible. Once the order leaves our warehouse it will be in the hands of couriers and postal services.