FAQs – Spinely

Questions?

Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.

Shipping & Delivery

How does shipping and delivery work?

So you've made an order? Welcome to the Spinely family!

Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours. To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.

Your products will be sent through our trusted courier network and should be safely in your hands within 7–14 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 its journey.

*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.

**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!

How much do I pay for shipping?

All orders include FREE and fast delivery Australia-wide, no matter how many products you order.

When will my order arrive?

Once your order is picked and packed, it begins its journey from Spinely HQ to your door. All orders include FREE tracked delivery Australia-wide, no matter how many products you purchase. Most parcels arrive within 7–14 business days from the day you place your order, and sometimes even sooner.

Please note: while our courier partners work hard to deliver on time, delays can occasionally happen. If your tracking shows a delay, don’t worry — we’ll support you until your order arrives safely.

How do I track my order?

Yay, time to celebrate – your order is on its way! As soon as your parcel has been handed to our courier, you’ll receive a shipping confirmation email with a ‘Track Order’ button. This will take you directly to the courier’s site so you can follow live tracking updates.

Haven’t received your shipping confirmation email yet? Please also check your spam or promotions folder in case it landed there.

Help, I think my order is lost/hasn’t been delivered?

Think your order might be lost in transit? Delivery usually takes 7–14 business days, but in rare cases couriers can take a little longer. If your tracking shows no updates for more than 20 days, please contact us directly and we’ll launch an investigation with the courier on your behalf.

We’ll always do our best to resolve shipping issues quickly and keep you updated until your parcel arrives safely.

Can I change my shipping address?

Oops, did you enter the wrong address? Don’t worry — if your order hasn’t shipped yet, just contact us with the correct details and we’ll update it for you.

If your order has already been dispatched, you may still be able to redirect it through the courier’s tracking link in your shipping confirmation email.

Please note: we can only deliver to the address provided at checkout. If the wrong address was entered and the parcel is delivered there, we’re unable to retrieve it, so please double-check your details when placing an order.

Do you ship internationally?

At this time, we only deliver our products to customers in Australia.

Are there any customs/import fees?

All orders are shipped with trusted courier partners and include tracking from dispatch to delivery. You’ll never need to worry about hidden customs fees — the price you see at checkout is the final price you’ll pay.

Product Questions

Are your products approved or recommended by professionals?

Spinely products are inspired by orthopedic principles and reviewed with input from wellness experts to ensure practical, everyday support.

Where do you ship from?

We ship directly from our trusted warehouse partners to ensure reliable, fully tracked delivery across Australia.

What if I have an issue with my order?

We're here to help! Just email us at hi@spinely.com.au and our support team will assist you within 24 hours.

Do you offer wholesale or bulk purchase discounts?

Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!

*Please note: This is subject to stock availability.

Can I send an order as a gift?

Have a special someone who you think needs some of our products in their life? You can ship any Spinely product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!

*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!

Are you stocked in any stores anywhere?

Nope, it’s just us! Our Spinely products are only available on our online store here in Australia. Unfortunately, we don't currently offer international shipping.

Returns & Exchanges

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 a 30-day risk free trial of our products, during which you can return them at any time.

However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. 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 “Final 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.

This includes attached tags and packaging. 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: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

How long do I have to return the products?

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?

Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from 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 products must be returned in as new condition, with any tags and the original box.

**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

Do I have to pay for returns?

We’re happy to help with returns and exchanges. If your item is faulty, damaged, or incorrect, we’ll cover the return shipping at no cost to you. For all other returns, customers are responsible for the return postage. Once we receive your item back in its original condition, we’ll process your refund or exchange promptly.

Please note: Not all items are eligible for return. Any exclusions will be shown on product pages or at checkout.

How long does it take for my return/exchange to be processed?

We are working hard behind the scenes to get our products in and out of our fulfilment centres. Once your return arrives at our return facility and has been checked, we’ll process your refund or exchange promptly. Please keep a copy of your return postage receipt or tracking number so you can follow the parcel’s journey back to us.

How long does it take for my refund to be processed?

We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.

Payment

How secure is your payment?

All jokes 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 Google Pay and Apple Pay too!

Do you have payment plan options?

Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!

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. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).

I forgot to use my discount code!

Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.

What currency is the store in?

All pricing for our Australian store is listed in Australian dollars (AUD).

Contact Us

I have an issue with my order, what can I do?

Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

I need to cancel or change my order!

These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

How do I contact you?

Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hi@spinely.com.au. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!

How do I provide feedback?

We always strive to be the best so we love hearing your thoughts. We also love hearing your Spinely stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.

Where are you located?

Our Spinely HQ is based in Sydney, NSW. Orders are dispatched through our trusted fulfilment partners, with distribution centres located in Australia and overseas.

Please note: Spinely HQ is not a retail store, and we’re unable to offer customer pickup from our fulfilment centres.