Frequently Asked Questions

Orders & Shipping

HOW CAN I PAY FOR MY ORDER?

We accept Visa, MasterCard, and American Express credit and debit cards for your convenience. You can also use ApplePay, Google Pay, Klarna and AfterPay.

CAN I TRACK MY ORDER?

Yes, you can! After placing the order you will receive an order confirmation via email. Each order gets processed on the same day or the day after you place it. We offer same day dispatch if orders are placed before 1pm AEST. You will receive an expected delivery date. When the order ships, you will receive another email with the tracking number and a link to track the order online with the carrier. 

HOW LONG WILL ORDER DELIVERY TAKE?

Delivery times will depend on your location and courier providers. We offer same day dispatch for orders placed before 1pm AEST. Within Australia, shipping to VIC, NSW & QLD normally takes 2–3 business days, while other states can take up to 5–7 business days. Within USA, it usually takes around 7 business days. Please note, these estimates can further be impacted by Covid-related delays. You can find more information on our Shipping Policy page.

HOW CAN I CHANGE SOMETHING IN MY ORDER?

If you need to change something your order, please contact us immediately on hello@biosota.com. We usually process orders within 2-4 hours, and once we have processed your order, we will be unable to make any changes.

CAN I RETURN AN ITEM?

Please choose carefully as we are unable to accept return of any products purchased online due to change of mind. We’re happy to refund the value of your order less postage, should your parcel go astray. But unfortunately, we can’t reimburse you for failure to pay any extra duties or taxes. For more information about shipping, please go to our Shipping Policy page.

DO I NEED AN ACCOUNT AND WHAT ARE THE BENEFITS?

It's not required to create an account. But, having an account provides easier checkout and the ability to earn points and get rewarded for your purchases. To find out more, check out our Manuka Squad page

 

About Manuka Honey

WHY IS BIOSOTA MANUKA HONEY LIQUID, RATHER THAN CREAMY? 

Congratulations — you’ve discovered one of the most unique properties of our exclusive Manuka honey. Because the climate in Australia is warmer and better-suited for Manuka trees, we can harvest our honey directly from the hive to the bottle, without any artificial processing.

In comparison to New Zealand Manuka, the colder climate presents a more hostile environment for making honey and requires a creaming and conditioning process to remove the excess crystallization that comes with colder temperatures.

CAN BIOSOTA MANUKA HONEY STILL BE GRAINY OR CRYSTALISED AND WHY? 

Yes, absolutely! Because all Biosota Manuka honey is pure raw honey, and exclusively cold-extracted, you may see some naturally-occurring crystallisation in your honey. Crystallisation happens due to the naturally occurring glucose in the honey being less soluble than the naturally occurring fructose. It then starts to form crystals within the honey. If you’ve only ever experienced commercially-produced honey, this may be new to you. At Biosota, we hand-harvest all of our Manuka honey in its purest state, hive by hive, so some textural variety can be expected due to time, temperature, or even the mood of the bees that month.

For more information on Manuka honey consistency and storage, check out this article. 

HOW DO I KNOW THAT BIOSOTA MANUKA HONEY IS AUTHENTIC?

We track our honey from hive to jar, to ensure its potency, purity, and quality because knowing exactly what is in each jar is part of the Biosota difference. Every batch of Biosota Manuka honey is passionately tested in three independent laboratories for its MGO levels. You can find these lab reports on individual product pages, otherwise if not listed, please feel free to email us on hello@biosota.com and we will happily send you the latest report. 

WHAT MAKES BIOSOTA MANUKA HONEY UNIQUE?

The bees have to arrive just as the Leptospermum (Manuka) plants start to flower with empty honey frames to prevent honey from mixing in from the previous site. Our beekeepers pick our locations so that the local Leptospermum species is the dominant flowering plant and has nectar high in the precursor to the anti-microbial activity (dihydroxyacetone). The particular Leptospermum species varies based on location and time of year, contributing to the biodiversity in our products.
Once collected, the honey is stored to allow the precursor (dihydroxyacetone) to mature and change into the compound (methylglyoxal) that contributes to the anti-microbial activity.

WHAT IS MGO?

MGO is short for Methylglyoxal – a naturally occurring compound of authentic Manuka honey. Leading Australian research has shown that MGO is a globally recognised and accurate unit of measurement of Manuka honey. For more information, check out our Manuka guide and this article.

WHAT IS NPA?

Non-peroxide activity (NPA) represents the level of activity and the Unique Leptospermum Factor (ULF) measures it. NPA is also measured in New Zealand, while ULF is the Australian equivalent to the New Zealand UMF rating system. They are both used globally, so may sound familiar and are often used at the same time or interchangeably. You can read more about NPA in this article.

WHAT IS TOTAL ACTIVITY FACTOR OF MANUKA HONEY? 

Manuka honey is generally not measured by Total Activity (TA) as the Non-Peroxide Activity (NPA/ULF) and Methylglyoxal (MGO) provide a result more indicative of the activity in the honey.

Total Activity measures the total antimicrobial activity of honey using a phenol equivalent test. This test compares the antimicrobial activity of honey with phenol, a medically used antimicrobial. From this, a TA 10+ honey is comparable to a 10% phenol solution.

Non Peroxide Activity is similar to Total Activity, but the naturally occurring hydrogen peroxide is neutralised in the honey, so only the non-peroxide antimicrobial activity is measured. Once the hydrogen peroxide is neutralised, the non-peroxide antimicrobial activity is compared with phenol so that an NPA 10+ honey has a similar antimicrobial activity to a 10% phenol solution.

Methylglyoxal (MGO) is the concentration of the compound MGO in the honey. The MGO is measured directly using scientific instruments. Researchers have found a strong correlation between MGO and NPA, enabling the calculation of NPA from the measured MGO. Using this correlation, an MGO of 263 is equivalent to NPA 10+ or a 10% phenol solution. Due to this correlation and ease of measuring MGO, most Manuka honey has their MGO measured, and NPA calculated.

The TA is a combination of the hydrogen peroxide activity and the non-peroxide activity. In honey with no or little non-peroxide activity like Jarrah, hydrogen peroxide contributes the most to the observed activity. In Manuka honey with a large amount of non-peroxide activity, MGO contributes the most to the observed activity. A further consideration is that the hydrogen peroxide in honey is not stable and varies with temperature, light and time to a much greater extent than MGO.

Therefore though TA can be used to measure Manuka honey, MGO/NPA provides a more consistent and stable indication of the activity in the honey.

HOW IS MANUKA HONEY'S BIO-ACTIVITY AFFECTED BY NATURAL CHANGES?

Our testing laboratories have tested numerous honey's bio-activity over time and have not noted any significant effect from the natural crystallisation process on the bio-activity as long as the honey is well mixed before use.

The antimicrobial activity does degrade with time due to the ongoing chemical reactions that occur as the honey matures. Generally, however, If the honey is stored in the dark at 20°C (68°F) it will maintain the tested MGO levels for at least 5 years, as the honey continues to increase in MGO after packing to reach its peak before it starts to decrease. 

HOW DOES STORAGE DURING SHIPPING PROCESS AFFECT MANUKA HONEY?

Short-term storage of Manuka honey, such as storage during the shipping process, won't have an impact on the overall quality of honey.

  

Choosing the Best Manuka Honey for Your Needs

WHAT IS MANUKA HONEY USED FOR?

Our honey goes a long way in helping to relieve, soothe, cleanse and support healing of various ailments such as skin wounds, sunburn, facial cold sores, digestion, cough and cold symptoms. Not to mention, Manuka honey has been proven to improve the gut microbial balance and also includes antimicrobial and antiseptic properties that can decrease healing time.

For more information on Manuka honey usage see here or if you're interested in Manuka honey for medicinal use, check out this page.

WHAT MGO LEVEL IS RIGHT FOR ME?

This depends on what you intend to use it for. Our high-grade MGO range is ideally suited for medicinal use like digestive and skin health, treating cough and sore throat. Its powerful antibacterial potency makes it ideal for treating wounds and fighting infections.

Our everyday range provides minimal antibacterial compounds for medicinal use and is great for daily use to provide general health maintenance. 

If you need help selecting the best Manuka honey for your needs, check out the table on our Manuka guide page.

CAN PEOPLE WITH DIABETES CONSUME HIGH MGO MANUKA HONEY?

Generally, yes. Manuka honey has proven to be great for cleaning up the ulcers that result from diabetes. Honey, in general, has a low GI so can be used to assist with diabetes, however, please consult your doctor for specific advice.

 

Manuka Squad

WHAT IS MANUKA SQUAD?

Biosota's Manuka Squad is a loyalty program that gives our customers access to exclusive perks, attractive discounts, and a fun way to engage every time you log in to our store. For more details and related FAQs, please check out Manuka Squad page