1. Why is my order not applying free shipping when it’s over $99?

If you have used a discount code to depreciate the value below $99, the free shipping will not be applied.

2. Why is the free shipping not applying to my cart?

Free shipping is only applicable for AUS delivery addresses.

3. Are website prices the same as prices at other physical retailers?

All online offers and prices are valid for online purchases only. Please reach out to specific retailers of Emrald Labs products to enquire about their pricing.

4. What are specials and clearance items?

Special and clearance items may contain short dated stock or items that are being discontinued. We do not accept returns for specials and clearance items unless the product is damaged or if we've  sent the wrong item.

5Why do capsule casings differ batch to batch on some Emrald Labs capsules?

This can occur at times due to supplier availability. The product itself has not changed, nor the type of casing used (it is just the colour of the casing).

6. How do I apply my discount code?

One coupon/discount code can be used per purchase. To use a coupon, enter the code on the checkout page during checkout.

7. How much is delivery to me?

Delivery anywhere in Australia, for any size order, is a flat rate of $10 for standard shipping. We offer express shipping for $20. If your order totals over $99, then you receive Free Standard Shipping (AUS Only)

8. How long will my order take to arrive? 

Delivery for standard shipping can be between 3 - 15 business days. Express shipping can be between 1 - 7 business days (excluding any public holidays or sale periods). 

9. My order has arrived but is missing a product or one of my product is damaged!

Oh no, we are so sorry to hear that! Please send us an email at info@emraldlabs.com with images and your order number and one of our customer service staff will contact you as soon as possible. 

10. Do you ship internationally?

We offer a flat rate on shipping for all international orders:

New Zealand: $14.90

International: $29.90

11. Can I stack/use multiple discounts on an order?

No. The maximum discount used by stacked codes/deals being applied will take precedence. All other codes/discounts will be rendered void.

12. What is applicable for a discount code? 

All items online are applicable for a discount code excluding already discounted items, this includes bundles, boxes of bars & drinks, and special/sale items. 

13. How does the 30 day money back guarantee work? 

This guarantee is applicable for products if you have a change of mind about a product you have ordered within 30 days, starting from the date we had shipped out your products to you. To be eligible for the 30 day money back guarantee, the product must be unopened. Change of mind does not include not liking the flavour or taste.  

An enquiry must be lodged within 30 days of the shipment date to info@emraldlabs.com.au, notifying us of your request and to receive further information on this. Once we receive your item back to us, and it is still in its sellable condition, your money will be refunded back to you if you wish.  

The 30 day money back guarantee is applicable for customers who 

  • Have a change of mind / not happy with the product 
  • No longer want the product 

This enquiry to return the unopened product to receive a full refund must be made within 30 days from the shipment date, and the item is to be returned to Emrald Labs at the customers' expense.

Please note, under Australian Consumer Law, refunds and/or 30 day money back guarantees are not legally applicable on dissatisfaction with an element of the product that does not represent a product fault. Examples include: 

  • If the product has been opened or used
  • Not liking the flavour or taste of the product
  • Preferring a different consistency
  • Realising a wrong flavour has been purchased
  • Purchasing clearance, special, sale products that have advertised they are of lower quality or short dated.