Question 1

How fast is dispatch within New Zealand?

Accepted Answer

All orders are express shipped the next working day. Orders placed before 2pm NZT on a business day are dispatched same day where possible, with overnight delivery to most urban addresses and 1–2 additional days for rural delivery.

Question 2

Do you ship cold items?

Accepted Answer

Temperature-sensitive items are packed with insulation and gel packs. Delivery times are estimates and are not a validated cold chain.

Question 3

What formats do you supply?

Accepted Answer

Two only: sealed research vials, and pre-filled micro injector pens that arrive ready to use — attach a micro needle tip and the pen is ready. Micro needle tips, alcohol swabs and a hard carry case are included.

Question 4

Do you provide a Certificate of Analysis?

Accepted Answer

Yes. Every batch is analysed in a GMP-compliant facility and a Certificate of Analysis is available on request with your order number.

Question 5

What is your returns policy?

Accepted Answer

Unopened items in original packaging may be returned within 14 days of delivery. Opened vials and consumables cannot be accepted for safety reasons. Your rights under the Consumer Guarantees Act are unaffected.

Question 6

What if an item arrives damaged?

Accepted Answer

Email support within 48 hours with photographs of the packaging and item and we will arrange a replacement or refund.

Question 7

How should I store items on arrival?

Accepted Answer

Follow the storage information listed on each product page. As a general rule, lyophilised materials are kept dry at 2–8 °C and reconstituted solutions refrigerated, both protected from light.

Question 8

Which payment methods are accepted?

Accepted Answer

Major credit and debit cards and bank transfer. Payment pages are served over an encrypted connection.

Question 9

Can I use a discount code?

Accepted Answer

Yes. Enter your code in the cart before checkout and the adjustment is applied to your order summary.

Question 10

Are products intended for personal use?

Accepted Answer

No. All products are supplied for laboratory research purposes only and are not for human or veterinary use. Customers are responsible for reviewing and complying with all applicable New Zealand laws and regulations.

Question 11

Do you provide medical advice?

Accepted Answer

No. FONO NZ does not provide medical advice and makes no claims about the diagnosis, prevention, treatment, or cure of any condition.

Question 12

How do I view past orders?

Accepted Answer

Sign in and open your account dashboard, where order history, saved addresses, and your wishlist are kept together.

Frequently asked questions

Shipping

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Returns

Storage

Ordering & Payments

Research information

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