Order Help, Tracking, Returns and Product Support
Need help with your Fertility2Family order or product? Track your parcel, check delivery timeframes, report a wrong, missing or damaged item, find return information, or get help using your ovulation or pregnancy test.
Track your delivery
Enter your Australia Post tracking number from your shipping confirmation email.
What do you need help with?
Choose the closest issue. Each option takes you to the right steps without making you search through the whole page.
Before contacting support
To help us resolve your issue faster, please include the details that match your issue.
How your order moves from purchase to delivery
These four steps show what normally happens after you place an order.
Order received
We send your order confirmation email after purchase.
Dispatched
Most orders leave our Australian warehouse within 1 to 2 business days.
Tracking active
We email your tracking details once your parcel has been lodged with Australia Post.
Delivered
Australia Post delivers your parcel to your address or selected collection point.
Estimated Australia Post delivery timeframes
Delivery times are estimates and can vary by postcode, peak periods, weather, public holidays and Australia Post network conditions.
Standard tracked delivery
Usually 2 to 6 business days after dispatch. Australia Post lists Parcel Post as 2 to 4 business days same state and 3 to 6 business days interstate.
Express Post
Usually 1 to 3+ business days after dispatch. Australia Post lists Express Post as 1 to 2+ business days same state and 1 to 3+ business days interstate.
Australia-wide delivery
Fertility2Family sends tracked orders across Australia, including regional and remote addresses. Delivery time can vary by location and service.
Regional or peak periods
Regional, remote and high-volume periods may take longer. Delivery estimates start after dispatch, not from the time the order is placed.
Tracking questions
Use these answers if your tracking email is missing, your tracking number is not active, or your delivery status has not changed.
Where is my tracking number?
Your tracking number is sent in your shipping confirmation email after dispatch. Check your inbox, junk folder and the email address used at checkout.
Why has my tracking not updated?
Tracking can take 24 to 48 business hours to appear after lodgement. It can also pause between Australia Post facilities, even while the parcel is moving through the network.
What if I entered the wrong email address?
Contact support with your full name, delivery suburb and the email address you may have used. This helps us locate the order and resend important details where appropriate.
If your parcel is delayed
Delays can happen after dispatch. Before contacting us, check the tracking link and the delivery details below.
Check these first
When should I contact Fertility2Family?
Contact us if your parcel is outside the expected delivery window, tracking appears stuck for several business days, or the Australia Post tracking information does not explain the delay. Include your order number and tracking number.
Can Fertility2Family speed up an Australia Post parcel?
Once a parcel is with Australia Post, we cannot directly move it faster. We can help check your order details, confirm the tracking information and advise the next step if the parcel appears delayed, missing or returned to sender.
What if my parcel is being returned to sender?
If your tracking shows the parcel is being returned to sender, contact us with your order number and tracking number. We can check the order details and advise the next step once the parcel status is clear.
Tracking says delivered, but I cannot find it
Check the mailbox, front door, side gate, safe-drop area, parcel locker, post office collection notice, building reception, workplace mailroom and anyone at the address who may have accepted the parcel.
If you still cannot locate it, contact us with your order number, tracking number, delivery suburb and a short note explaining where you have already checked.
Need to update your order?
Contact us as soon as possible before dispatch. Some changes are no longer possible once an order has been packed or lodged with Australia Post.
Can I change my delivery address?
We can often update your address before dispatch. After your parcel has been lodged, any redirection or address change must be managed through Australia Post where available.
Can I change items in my order?
If you need to change an item, contact us before dispatch. Once your order has been packed or lodged, changes may no longer be possible.
I did not receive an order confirmation email.
Check your spam or junk folder first. If your confirmation has not arrived within 10 minutes, contact support and include the name and email address used at checkout.
Wrong, missing or damaged items
Please contact us before returning anything. Sending the right details in your first message helps us assess the issue faster.
I received the wrong item.
Please send your order number, a photo of the item received, a photo of the parcel or packing slip if available, and the product you expected to receive.
Something is missing from my order.
Please send your order number, a photo of everything received, a photo of the outer parcel and a short note naming the item you believe is missing.
My item arrived damaged.
Please send your order number, photos of the outer parcel, inner packaging and damaged item. Keep the packaging until we have reviewed the issue.
Faulty product or invalid test concern
An invalid or unclear result is not always a faulty product. Check the troubleshooting notes and product instructions before requesting a return.
An invalid result should not be interpreted
An invalid result can happen if the test is dipped past the MAX line, exposed to too much or too little urine, read outside the stated time window, expired, stored incorrectly or not used exactly as directed.
Why did my test show no control line?
A missing control line usually means the result is invalid rather than the test being readable. Retest with a new test and follow the instructions for that product.
I think my product is faulty. What should I send?
Contact support with your order number, photos of the test and packaging, the expiry date if visible, and a short description of how the test was used.
Reviewed for health accuracy: This test-result guidance was reviewed by Evan Kurzyp, RN (AHPRA NMW0002424871), BSN, Master of Nursing. Last reviewed: 27 May 2026.
Help using ovulation tests, pregnancy tests and BBT thermometers
Use the correct instructions for the product you purchased. Home tests can be misleading if they are dipped too far, read too late or used outside the product directions.
Ovulation test strips
Use ovulation test strips to detect an LH surge. For many LH strips, the test line needs to be as dark as or darker than the control line to be read as positive.
View ovulation test strip instructions · Browse ovulation tests · Shop ovulation test strips
Ovulation midstream tests
Midstream ovulation tests are designed for easy at-home LH testing. Follow the timing, sample and reading-window instructions supplied with the product.
Shop ovulation midstream tests · Browse ovulation tests
Pregnancy test strips
Read pregnancy test strips within the stated reading window. A second coloured line that appears within the reading window should be treated as positive.
View pregnancy test strip instructions · Browse pregnancy tests · Shop pregnancy test strips
Pregnancy midstream tests
Midstream pregnancy tests are simple to use at home. Follow the product timing, sample and reading-window instructions before interpreting your result.
Shop pregnancy midstream tests · Browse pregnancy tests
BBT thermometer
Take basal body temperature at the same time each morning before getting out of bed. BBT can help show a post-ovulation temperature shift.
View BBT thermometer · Read product instructions
Instruction library
Read product-specific instructions before testing, especially if your result looks different from what you expected. You can also check customer reviews for real order feedback.
Read product instructions · Read customer reviewsCommon questions before or after testing
These answers help with common product questions without replacing the full instructions supplied with your test.
What is the difference between ovulation test strips and pregnancy test strips?
Ovulation test strips detect luteinising hormone, often called LH, which can help identify the fertile window. Pregnancy test strips detect hCG, a hormone that can appear in urine after implantation. Use the correct test type for the question you are trying to answer.
Do strip pregnancy tests work the same as midstream tests?
Both formats are designed to test urine for hCG, but they are used differently. Strip tests are dipped into a urine sample, while midstream tests are designed for direct use or dipping if the instructions allow. Follow the instructions for the exact product you purchased.
Are cheaper ovulation tests less accurate?
Lower price does not automatically mean lower quality. Result reliability depends on using the test correctly, testing at the right time, storing the product properly, checking the expiry date and reading the result within the stated time window.
How sensitive are Fertility2Family pregnancy test strips?
Check the pregnancy test strip product page, packaging or supplied instructions for the current sensitivity information for your test. Sensitivity can help explain early testing limits, but timing, urine concentration and correct use still matter.
Can I use ovulation tests with PCOS or irregular cycles?
You can use ovulation tests with irregular cycles, but results may be harder to interpret for some people, including people with PCOS. If your results are repeatedly confusing or your cycles are very irregular, speak with your GP or fertility specialist.
Are Fertility2Family tests TGA compliant?
Fertility2Family supplies home fertility testing products for the Australian market. For product-specific regulatory or compliance details, check the relevant product page or contact our Australian support team before purchase.
Visual guide to reading test results
Compare your test with the examples below, then check what the result may mean and what to do next.
Positive ovulation test
Both lines are present. The test line is as dark as or darker than the control line.
T line ≥ C lineLH Strip
MAX · Do not dip past MAX
Positive pregnancy test
The control line is clear and a second coloured line appears in the test area within the stated reading time.
Faint or darker coloured linehCG Strip
MAX · Do not dip past MAX
Invalid test
The control line is missing. The result is invalid regardless of what appears in the test window.
No control lineTest Strip
MAX · Do not dip past MAX
Negative result or late evaporation mark
The control line is visible. A thin grey or colourless mark appears only after the reading window has passed.
Late grey or colourless lineTest
MAX · Do not dip past MAX
My ovulation test has a faint line. Is it positive?
A faint ovulation test line usually means LH is present but the result is not yet positive. For many ovulation strips, a positive result is when the test line is as dark as or darker than the control line.
Could this be an evaporation line?
A thin grey or colourless mark that appears after the reading window should not be read as positive. On pink-dye tests, a valid positive line should have colour and appear within the stated reading time.
When should I speak with my GP?
Speak with your GP if your results remain confusing, your period is late with repeated negative tests, your cycles are very irregular, or you have bleeding or pain that does not seem normal.
Returns, refunds and product issues
If you think there is an issue with your order, contact us before returning anything.
Can I return opened test kits for change of mind?
Because these are personal-use items, we cannot accept change-of-mind returns for opened test kits. This does not affect your rights under Australian Consumer Law.
What if my item is damaged, genuinely faulty or does not meet a consumer guarantee?
We will assess the issue and provide a remedy in line with Australian Consumer Law. Depending on the problem, this may include repair, replacement or refund.
How do I start a return or support request?
Email our team or use the contact page with your order number, a clear photo of the issue and a short description of the problem. We may need to inspect the item before confirming the outcome.
Payment help
Visa, PayPal, Afterpay, Zip Pay and bank deposit are available at checkout.
Bank deposit is available at checkout. Use your order number as the payment reference so we can match your payment promptly. Orders paid by bank deposit are processed after payment is received and matched to your order number. If you need help with a bank deposit payment, contact support before making payment.
After you contact support
We review your message against your order details, tracking information and any photos you send.
We review the details
We check your order number, delivery details, tracking information and any photos attached to your message.
We may ask for more information
If something is unclear, we may ask for another photo, packaging detail or a short explanation before confirming the outcome.
We confirm the next step
Once the issue is clear, we will advise the next step, such as tracking guidance, product-use support or a remedy where required.
Still need help?
Our Australian team responds to most enquiries within one business day. For the fastest response, include your order number, tracking number if relevant and photos for wrong, missing, damaged or possibly faulty items.
PO Box 72, Glenorchy, TAS 7010 Australia