Questions?
Shipping and Delivery
What is pre-order?
We get it - you guys can’t get enough of the Relaxor Therapy®, literally! Sometimes when our items start selling like hotcakes, unfortunately we can completely sell out before our next round of stock reaches our fulfilment centre. If this happens, we will put those items up for pre-order before they’ve arrived. We know what date our stock is due to arrive, so this is the date in brackets next to the product name. All orders will then be shipped out to our customers on that specified date. This allows our customers to reserve their favourite relaxation products and ensure they get their hands on the Relaxor Therapy® of their dreams.
How does shipping and delivery work?
You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your purchase from Relaxor Therapy® is on its way - now what?
Once an order is placed, our team will carefully collect your item(s) from the clouds and package it with hugs and love, so please allow up to 72 hours for our team to pick and pack your order. Your item(s) will then gently be sent via Australia Post, and then it should be safely in your patiently waiting hands within 2-8 business days**.
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this magical journey.
How do I track my order?
Yay, time to celebrate – it’s on its way! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track your order’ button. This will take you directly to our tracking page so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although Australia Post quote us 2-8 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with Australia Post.
*Please note: For any queries or issues related to your Australia Post order, we recommend you first reach out to Australia Post directly. While we understand delays are frustrating, we are required to work within Australia Post’s processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
Are there any customs/import fees?
All of our items are shipped right here in Australia, out of our distribution centres. This means there’s no need to stress about any customs fees, as it’s 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 know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
You can certainly return your item to us for a full refund, provided it is returned within 30 days.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All item(s) must be returned in as new condition, with the swing tag and bow to be eligible for a return.
Do I have to pay for returns?
In order to maintain such competitive pricing, we are unable to pay for return postage. Therefore return postage is the buyers' responsibility.
How long does it take for my return to be processed?
We are working hard behind the scenes to get the item(s) in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
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