FAQs
Find Your Answers Here
General
What products do you offer?
Lab Supply offers a wide range of laboratory equipment, consumables, and scientific solutions from over 90 global brands. We have over 100,000 SKUs available.
What are the terms and conditions of purchase?
You can review our T&C here.
What industries do you cater to?
We cater to industries like academic research, diagnostics, pharmaceuticals, biotech, food and beverage, and any other industry in need of laboratory equipment and supplies.
Do you ship to locations outside of New Zealand?
Unfortunately, we currently only ship within New Zealand.
How can I contact customer support?
Can you help me choose the right product for my needs?
Absolutely! Our knowledgeable team is here to assist you in finding the best products for your requirements. Simply call us, send us an email, or contact us.
Can I request a product demonstration?
We’re happy to arrange product demonstrations, please contact us to discuss your needs.
How do I stay updated on new products or promotions?
Our head office is based in Dunedin and we have a site in Auckland and can support customers throughout the country. One of our sales team would love to meet with you, wherever you are in New Zealand!
Shipping & Delivery
How long does delivery take?
If a product is in stock delivery will typically be 1-3 business days, depending on your location. If your product is not in stock, please contact us for an estimated delivery timeframe.
What are your shipping costs?
Shipping costs vary based on order size, product type and in some cases delivery location. Freight will be automatically calculated during the checkout process, or please contact us for specific details.
What should I do if my order is delayed or hasn’t arrived?
Please reach out to our customer support team and we can follow up with the freight company and assist in resolving the issue promptly.
Account & Support
How do I create an account on your website?
Easy! Click on our Sign Up button and fill in the registration form.
Can I access previous orders and invoices through my account?
Customers on credit accounts are able to view previous orders and invoices on their dashboard.
Do you offer discounts or promotions?
What should I do if I forget my account password?
Use the " Forgot Password" link on the login page to reset your password. Alternatively you can contact us and we can reset this for you.
Can I set up a standing order for recurring purchases?
Yes, please contact us to arrange a recurring order for your regular supplies. Alternatively, you can create a standing order through your account dashboard on the website.
Ordering & Payment
How do I place an order online?
Simply log in to your account, browse our products, add items to your cart, and proceed to checkout. If you don’t currently have an account, register for one online today.
Can I order as an individual, or do I need a business?
Unfortunately you will need to be a business as we do not supply individuals.
What payment methods do you accept?
We offer credit terms by application and we accept major credit cards, PayPal, and bank transfer.
Can I request a quote before placing an order?
What do I do if I can’t find what I want on your website?
Please contact us! We will likely be able to source what you are after, or will be able to recommend a suitable alternative.
Do you offer hire or rental options on equipment?
We do not offer equipment rentals or hire but we are happy to discuss your requirements and see if we can help you with purchasing a solution that fits your needs.
Sustainability
How does Lab Supply support sustainability in laboratories?
We partner with eco-conscious brands and drive a wide range of sustainable practises including recycling, waste reduction and hybrid fleet vehicles. To learn more about sustainability at Lab Supply, visit our sustainability page here.
What eco-friendly or sustainable products do you offer?
We stock a range of sustainable products, including green solvents, reusable labware and energy-efficient equipment. We maintain a curated list of sustainable products.
Servicing & Maintenance
Do you provide calibration, servicing, or repair for equipment?
How do I request a service for my equipment?
For pipette calibration and servicing please see here. For instrumentation and other service requirements please see here.
Do you offer maintenance plans for laboratory equipment?
Yes, we can provide tailored maintenance plans to suit your equipment, and laboratory’s needs. Please contact us to discuss your requirements.
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