This company (aka Freedom Diagnostics) is a scam. Poor service. No communication.
Firstly, you should go to ProductReview.com.au for more reviews about this provider -- there's MORE stories about their scams.
I pre-ordered RAT tests back in January 2022 and paid via PayPal (which was the BEST decision in hindsight). It took them until mid or late February to post them out after numerous follow-up emails, in which I received one response to say I'll receive it soon. When the package arrived, it was the incorrect brand -- not the one I ordered, it was a cheaper brand that's made in China, not the one from USA. I emailed them and started a case through PayPal, providing pictures of the products I received. They took AGES to respond, and when they did, it was a generic message to say that my issue has been forwarded to the "escalations" team, who will contact me & provide a free return shipping label. I received NO CONTACT from this so-called "escalations" team. So I continued providing evidence & updates (or lack thereof) to PayPal. PayPal then notified me that the provider was willing to provide a refund IF I returned the products and covered the return shipping. I did just exactly that, expecting that I'll receive a full refund. I tracked my return package and they had received it 2 days later (via express post), and literally 2 days after receiving my return package, I got an email notification that they're shipping something out to me -- SO THEY BASICALLY LIED ABOUT HONOURING A REFUND & WANTED ME TO COVER THE RETURN SHIPPING COST BEFORE SENDING ME OUT REPLACEMENTS, WHICH I NO LONGER WANTED OR ASKED FOR. I've notified PayPal at every step of the way with evidence, and finally PayPal closed the case in my favour and provided a refund. It has taken MONTHS to get to this point with no real assistance or communication from the company -- they're just quick to send the items out when you ask for a refund and once you've posted the items back with your own money.
This is in their return policy: We cover return shipping costs only in the case of sending the wrong or damaged and/or defective product.
Which is, yeah, a lie....because the "escalations" team did not contact me to provide a free shipping label. PayPal had to sort things out and as soon as I paid for my return parcel & sent it off, they actioned a parcel to be shipped to me without any email message to me from their customer service team beforehand. Just dodgy and shady and this business needs to shut down.