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1. Who handles your information
This policy covers the East Coast Labs website, customer accounts, orders and communications. The business is East Coast Labs. For privacy questions, email admin@eastcoastlabs.com.au. Current business contact information is also available on our contact page.
Our storefront is for people aged 18 and over and our products are for laboratory research only. Please do not send health histories, personal-use plans or unnecessary sensitive information. If you believe a child has provided personal information, contact us so we can investigate.
2. Information we collect and why
- Orders and delivery: your name, email, delivery address, selected products, payment status and references, shipping details and order history. Phone number and delivery instructions are optional. We use these details to arrange payment, fulfilment, support, refunds and business records.
- Accounts: sign-in and verification records, saved details, account preferences and linked orders. Where you participate, we also maintain rewards activity, partner applications, referral and commission records.
- Communications: enquiries and messages you send, together with related support and email-delivery records. Email systems may provide delivery, bounce, open or click events where supported and enabled.
- Reviews: ratings, review text, your chosen public author name, purchase-verification information and moderation records. Approved product reviews may be published; overall order, shipping and service feedback is kept for our team. See our review policy.
- Technical information: service and security logs, which may include IP address, browser and request information to operate and protect the website. Optional browsing measurement is described below.
We collect information directly when you use the website, order or contact us, and receive relevant updates from payment, email and delivery services. You may browse public policies without identifying yourself. If you do not provide information needed to fulfil an order or verify account access, we may be unable to provide that service.
3. Your entry acknowledgement
The entry notice asks you to confirm that you are 18 or older and acknowledge the laboratory-research restrictions. It is a self-declaration; we do not request a date of birth or identity document through this notice.
After acceptance, we save a version marker in your browser’s session storage so the notice does not repeat as you browse or reload that session. If you select “Don’t show this again on this browser”, we also save the marker in local storage for future visits on that browser. It has no scheduled expiry. Clearing site data, using another browser or device, resetting the preference, or an update to the declaration can make the notice appear again. Some browsers restore session storage when they restore tabs.
This marker contains no name, date of birth or account identifier. It is not submitted to us by the entry notice, does not follow you across devices and does not enable analytics or marketing. Browser privacy settings may prevent the preference being saved.
4. Cookies, cart storage and optional analytics
Browser storage holds cart selections and a limited checkout-attempt identifier to support shopping and recovery of an uncertain order attempt. Account sign-in uses session cookies. We also remember privacy choices. Clearing this information can sign you out, empty the cart or reset preferences.
When configured and you allow it, Google Analytics measures public-page activity and limited campaign or experiment identifiers to help improve the store. Private payment and recovery URLs, address fields and support messages are excluded from analytics page locations. You can decline or withdraw this optional consent below.
With analytics consent, a signed first-party referral cookie may remember a partner referral for the attribution period in that partner’s terms. Consent is checked again at checkout. Declining prevents link-based commission attribution; entering a partner code explicitly can still attribute that purchase. Partners see commission records, not customer names, emails or delivery addresses.
Analytics is not chosen.
5. Email preferences
Essential order, security and support messages are separate from marketing. Newsletter subscriptions require email confirmation. Cart reminders require a separate request and confirmation. Use the unsubscribe link in a marketing, reminder or review-invitation email to stop that category of messages. We may retain an unsubscribe record so your choice continues to be respected.
6. Service providers and disclosures
Hosting, database, authentication, email and delivery providers process information needed for their services. Our website uses Vercel for hosting, Supabase for store records and related services, and Resend for email. Banks and any payment services used for your selected method handle payment information. To ship your order, we give our delivery providers (currently Australia Post) the name and delivery address for the parcel, your email address, your phone number if you provided one, and your order number. They use these details to deliver the parcel, send tracking updates by email or SMS, and contact you about the delivery. If you use address search at checkout, our server sends the address text you type, and the address you select, to Addressfinder to find matching Australian addresses; your name, email and order details are not sent. Google receives optional analytics data when enabled with your consent.
If our optional email-drafting assistant is enabled and used by staff, selected email or campaign text and delivery context may be processed by OpenAI. The integration removes email addresses, links and recognised credentials before sending that context, but other personal information included in message text may remain. Drafts require staff review; the assistant does not send messages or change orders.
Providers may process information outside Australia, depending on the service and configuration. Contact us for current provider and processing-location information. We may also disclose information to professional advisers, to respond to legal obligations, or where reasonably necessary to investigate fraud, protect rights or resolve a dispute. Linked third-party websites have their own privacy practices.
7. Security and retention
We use access controls, private account and order links, and encrypted connections to help protect information. No online system is risk-free. Keep verification codes and private payment, order, recovery and review links confidential, and contact us if you suspect unauthorised access. Never send banking passwords or full card details by email.
Retention depends on the record and why it is needed. Order and payment records may need to remain for accounting, tax, support and dispute purposes. Account, consent, security and correspondence records may be retained while needed to provide services, respect preferences or meet legal obligations. Contact us to ask about a particular record or request deletion; we will explain where retention is still necessary.
Creator applications have a separate privacy notice with their collection purposes and retention period.
8. Access, corrections and complaints
Email admin@eastcoastlabs.com.au to request access to or correction of your information, ask about deletion, or make a privacy complaint. Describe your request and provide enough information for us to identify the relevant records. We may need to verify your identity before disclosing or changing personal information.
We will assess your request and explain our response, including any reason we cannot fulfil it. If you have a complaint, please give us a reasonable opportunity to investigate. If it remains unresolved, you can contact the Office of the Australian Information Commissioner, which can explain whether it can consider the matter.
9. Policy updates
We may update this policy as our services and practices change. The date above identifies this version. Please review it when deciding what information to share. Our Terms of Service describe the conditions for using the storefront and purchasing research materials.