Questions?
Shipping and Delivery
What is pre-order?
We understand – you just can’t get enough of Relaxor Therapy®! Sometimes, our items sell out so quickly that we run out of stock before the next shipment arrives at our fulfilment centre. When this happens, we offer pre-orders for those items before they arrive. The expected arrival date is listed in brackets next to the product name. All orders will be shipped out on that specified date. This allows our customers to reserve their favourite relaxation products and ensure they get the Relaxor Therapy® products they desire.
How does shipping and delivery work?
Once your order is placed, our dedicated team will carefully retrieve your item(s) from our inventory and package them with care and affection. Please allow up to 72 hours for our team to process and pack your order. Your item(s) will then be dispatched via Australia Post, reaching your patiently waiting hands within 2-8 business days**.
Upon dispatch, you will receive a shipping confirmation email from us, complete with a tracking number, so you can track the progress of your order on this enchanting journey.
How do I track my order?
Once we hand it over to Australia Post, you'll receive a shipping confirmation email with a 'Track your order' button. Simply click on it to access our tracking page and stay updated with live tracking updates!
Haven't received your shipping confirmation email yet? Your order might be on pre-order, as indicated on the website at the time of purchase. Double-check your original order confirmation; you won’t receive a shipping confirmation email until the pre-order date specified
Help, I think my order is lost/hasn’t been delivered?
Concerned that your order might be lost in transit? While Australia Post typically estimates 2-8 business days for standard delivery, unforeseen circumstances can sometimes cause delays beyond this timeframe. In such cases, your tracking number might indicate a 'delayed' delivery date.
If your order hasn’t arrived within 20 days, please reach out to us, and we’ll initiate an investigation with Australia Post. *Please note: If you encounter any issues or queries regarding your Australia Post order, we recommend contacting Australia Post directly in the first instance. While we understand the frustration of delays, we must adhere to Australia Post’s procedures. Once you've contacted Australia Post, inform us, and we'll liaise with them on your behalf to expedite resolution.
Are there any customs/import fees?
All our items are shipped from within Australia, dispatched from our distribution centres. This means you don't have to worry about any customs fees, as they're shipping from your own backyard.
Returns
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy.
We offer 30 days return policy from date of delivery/receiving of order. However, not all items are eligible, we are unfortunately don't accept change of mind returns, unless its faulty or damaged at the time of delivery. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
*Please note: You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
**Please note: In order to maintain such competitive pricing, we are unable to pay for return postage. Therefore return postage is the buyers' responsibility.
How long do I have to return my item?
We provide a 30-day return window to give you time to make that decision. Please check our returns policy for further details.
Can I return my order for a refund?
You can indeed return your item to us for a full refund as long as it's returned within 30 days.
*Please note: Not all items are eligible for return. Any exclusions will be specified on product pages and/or at checkout. All items must be returned in new condition, with the swing tag intact and undamaged, to qualify for a return.
Do I have to pay for returns?
To uphold our competitive pricing, we're unable to cover return postage costs. Hence, return postage is the responsibility of the buyer.
How long does it take for my return to be processed?
We're working diligently behind the scenes to manage the items in and out of our fulfilment centres. We highly recommend sending a photo of your receipt from the post office as proof that your return has been lodged. Once we receive this information, we can promptly process your refund! If you forget to obtain this receipt, we'll need to wait until the item returns to our warehouse before proceeding.
Payment
How secure is your payment?
All jokes and puns aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer, AfterPay, GooglePay and ApplePay too!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order.
What currency is the store in?
All pricing for our store is listed in Australian dollars (AUD).
Need Help?
Simply fill in your question(s) in the form below, and our friendly 24/7 customer service team, and answer you as soon as possible!
Alternatively, you can contact us through help@relaxortherapy.com.au
U37, 88 Candytuft Pl, Calamvale, QLD 4116, Australia