Frequently Asked Questions
At Key Diagnostics, we're here to help.
here are Our most frequently asked Questions.
1. How can I place an order with Key Diagnostics?
Please send your purchase orders to orders@keydiagnostics.com.au. We endeavour to dispatch any orders received before 3pm the same day. If we are experiencing high demand, your order will be dispatched the following day. We do not ship products that should be stored refrigerated over the week end, so order for these goods received on a Friday will be shipped on Monday or next business day.
2. What payment methods are accepted?
We currently accept payment via Bank Transfer, VISA and Mastercard. Amex is not supported. Payments by customers with a credit account are expected to be made via bank transfer/EFT on or before the due date. Credit card payment on credit accounts should be processed when the order is placed, not when the payment is due.
3. How can I set up a customer account?
Fill out the New Customer Form and send it back to orders@keydiagnostics.com.au. Pre-payment for your first order is required, and then you may request a credit account. Credit accounts are subject to our terms and conditions which are available on request.
4. What are your standard delivery times?
Delivery times are 1-2 days for most of Australia. More rural locations may take an additional 1-2 days. We use a combination of Startrack Express and Fixed Price Premium. If you wish to use your own freight service, please indicate so when placing an order.
5. Do you ship internationally?
No, we only ship within Australia.
6. How can I track my order?
A tracking link will be sent to your email once your order is complete and has been shipped. If you have not received a tracking link, please contact orders@keydiagnostics.com.au to find out the status of your order.
7. What is your return and refund policy?
Any returns or refunds must be authorised by Key Diagnostics before the goods are returned. Goods remain the property of Key Diagnostics Pty Ltd until payment is received in full. The goods restocking fee is 20%. Invoices are subject to our terms and conditions which is available upon request. Goods will only be accepted for refund if they are unopened and unmarked with writing or stickers. They need to be in a resaleable condition.
8. How do I request a product quote?
Please send your product queries to orders@keydiagnostics.com.au or your account manager. Item codes and descriptions can be found on our website.
9. Are bulk or institutional discounts available?
Please contact your account manager to discuss any bulk or institutional discounts.
10. What are your office hours and contact details?
Our office hours are 8:30am – 4:30pm. Our office phone number is (02) 8212 4074. We are based in Sydney Australia and are closed on NSW public holidays. We also close between the Christmas and New Year break every year.
11. How do I obtain technical support for a product?
Please send your technical queries to sales@keydiagnostics.com.au
12. How should diagnostic products be stored or handled?
Products should be stored according to the storage instructions on the packaging. Our refrigerated products are stable enough to travel at ambient temperatures, but for long term storage please refer to the packaging instructions. We monitor our outgoing shipments to ensure they are not excessively delayed.
13. What certifications or quality standards do your products meet?
All products distributed by Key Diagnostics are manufactured by companies who hold ISO Certification. For questions regarding certain certifications, please contact sales@keydiagnostics.com.au
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