If you need help, the best option depends on the type of question you have and how much detail is needed.
When should I use chat?
Chat is usually best for quick questions, simple pre-purchase enquiries, and general support questions that do not require a detailed review.
When should I open a support ticket?
If your question relates to an existing order, payment issue, shipping problem, refund request, order change, or anything that may require investigation, it is usually best to open a support ticket.
Why is a support ticket better for order issues?
A support ticket helps keep your request organised and makes it easier for AUS LABS Support to review the details properly, especially when order numbers, payment information, tracking details, or other supporting information are involved.
What should I include if I open a support ticket?
To help us assist you faster, please include your order number if relevant, the email address used at checkout, and a clear explanation of your question or issue.
What if I am not sure which option to use?
If you are unsure, chat may be a good starting point for simple questions. For anything more detailed or order-related, opening a support ticket is usually the better option.
Still need help?
If you still need help, please open a support ticket and include all relevant details.