FREQUENTLY ASKED QUESTIONS

From product info to delivery, our FAQ's will put your curious minds at ease.

Product Information 

Are your products made in Australia? +

Yes, every single Health Lab product is proudly made locally in Victoria, Australia from nothing but pure, plant-based ingredients.

Why aren't all your ingredients sourced in Australia? +

We go to great lengths to source local Aussie ingredients, however due to seasonal availability and the challenge of finding commercial quantities locally we often need to source ingredients overseas. When sourcing ingredients overseas we only use reputable suppliers, who have a track record for quality manufacturing practices. We also try to source from countries where the ingredient is natively grown. We do source all of our packaging from Australia and proudly make all the products in Australia.

Do all your balls need to be refrigerated? +

Only our Plant-Based Dessert range are best kept in the fridge. Don't forget to take them out 10 minutes before you devour for the ultimate experience. The rest of our products are best kept below 18 degrees – especially our chocolate coated products. Our delicate chocolate has a very low melting point, so your chocolate will become soft if it gets hot. But if you do happen to *luckily* live in more warm or humid parts of Oz, the safest place will be to store the balls in your fridge – especially our chocolate coated ones!

Help! I think there is some oil on the outside of my balls! +

As we use natural nut-butters free from any preservatives or hardening fats such as Palm Oil, some natural oil separation of the nut-butter may occur in our products - similar to how the oil separates in jars of natural nut butters! During the nut-butter making process, these "good" oils are separated from the nuts during the crushing process.This natural oil is simply a sign that our products contain nothing but super pure and natural ingredients. So go on, have a bite...

I think there is some "whitening" happening to my chocolate, is this ok to eat? +

While we always try our very best to perfect our products, our delicate dark chocolate can be heat-sensitive. During transportation some natural imperfections may appear in the chocolate coating including; cracking, discolouration (whiteness), melting or dullness. So it might not look as pretty, but will still taste amazing!

Hmmm, I don't think my ball tastes like it usually does? +

We pride ourselves on giving you the most amazing experience and take all issues relating to quality and experience very seriously. If your purchased a product that doesn’t taste right, or tastes different to how it usually does, please email us at babes@healthlab.com.au with the name of the product, the retail store it was purchased from, as well as a picture of the best before date and/or issue. Our quality team will use this information to investigate further and ensure we resolve the issue in the best possible way for you.

Are your products Halal? +

Our products are Halal suitable but they are currently not Halal certified. This is a certification we will be looking to get done in 2021.

Are your products vegan? +

All of our new products are plant-based and vegan-friendly.

Are your products organic? +

We try to use organic ingredients where possible. Refer to the back of your packaging to see which ingredients are listed as organic.

Can you send me some samples? +

We don't send samples however we often partner with businesses on Instagram and offer giveaways. Give us a follow to stay posted @healthlab.

Sustainability

Is your packaging recyclable? +

We work with amazing Australian packaging companies. Our wrappers (yes, even the foiled ones) and boxes can be recycled. We're always looking for ways to reduce our environmental footprint!

Do your products contain Palm Oil? +

No way Josè! We don't support any monkey business here at Health Lab and all of our products are free from Palm Oil.

Stockists

Help, I can’t find you in my local store… +

You can find us in Woolworths (Health Aisle), Coles (Health Aisle & Chilled Grab-n-Go). We're also stocked in a number of independent stores so keep an eye out!

I can't find my favourite products anymore? +

Whilst we are super proud of all of our products, we've been busy-bees creating new products and have decided to place into retirement some of our oldie's to make way for bigger and better things! We promise you'll love them just as much. See our shop page for our current collections.

Do you wholesale your products? +

We sure do! We’d love to have you on board. We’re proud to be stocked at some of the best health food shops, cafes, delis, hotels, department stores, supermarkets and food purveyors around the world. Send us your details via our contact page and our team will be in contact as soon as possible.

Delivery

Estimated Shipping Times (PLEASE NOTE COVID HAS PLACED DELAYS ON DELIVERY TIMES):

Australia - standard shipping
* Metro areas: Between 1-7 business days
* Regional areas between 2-10 business days

Australia - Express shipping
* Metro areas: Between 1-3 business days
* Regional areas between 1-3 business days

What if my order hasn't arrived yet? +

Firstly, check your tracking number on the Aus Post website here. Please keep in mind that once your order has been dispatched Health Lab is not responsible for any losses or damages. It is the customers responsibility to follow the tracking information provided and contact Australia Post to ensure the safe and timely delivery of your purchase. We will assist you in recovering an item to the best of our abilities, however will not provide a replacement or refund until the item is returned successfully or confirmation that the item is being returned can be provided.

What if I'm the type who doesn't like to wait? +

If you don't like waiting, we recommend you select the express service which takes between 1-3 business days to Metro areas in Australia and 3-4 business days to regional areas. Please note that Express orders must be in by 11am for same day despatch, otherwise your order will be processed the next business day. *Please note these are indicative express shipping times only and not guarantees. Unfortunately we cannot take any responsibility for delays that are a result of the external carriers we use and will not refund express payments made if shipping delays are incurred.

I didn't receive a confirmation email? +

Please make sure you check all folders in your inbox including the junk and spam folders. If you still cannot find your confirmation email please email babes@healthlab.com.au to ensure you provided the correct email during checkout and our support team will assist you in resolving the issue.

How do I change or cancel my order? +

If you have made a mistake and would like to change or cancel your order please email our support team at babes@healthlab.com.au as soon as possible and we will see what we can do! However, our efficient warehouse superstars may have already sent it out! Unfortunately, we are not able to add any items or expedite shipping to your order once it's placed, to do so you will have to create a new order.

I am not a happy babe about how long delivery has taken and I want a refund! +

We do our best to get orders packed, despatched and delivered to you as quickly as possible. However, like everything in life, sometimes there are a few speed humps along the way. If your order is not within the general delivery time frames scheduled above, we will not be able to supply a refund.

My parcel didn't reach me successfully and has been returned to Health Lab! +

Firstly please double check you have provided the correct delivery address. If there is an error made in the delivery details, you will be required to pay your shipping & handling costs if you want us to still send your guilt-free goodies your way. If you are requesting a refund and no longer want these items, please note handling fees for returns will be deducted from your refund.

Does Health Lab Wholesale? +

We certainly do. If you think we would make a good match head to our wholesale page and fill in the contact form.