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?
Once you have placed an order, our team will carefully package your items and dispatch them within 24–48 hours. If your order contains different types of products, the items may be sent separately to help them reach you as quickly as possible.
Your products will be sent through our trusted courier network and should arrive within 3–5 business days** across Australia, or 4–7 business days** to New Zealand.
As soon as your order is dispatched, you will receive a shipping confirmation email with a tracking number so you can follow its journey.
*Please note: We use signature-required delivery where available to help ensure safe delivery. If you choose ‘Authority To Leave’, we are not responsible if the package is subsequently lost or stolen.
**Please note: Shipping timeframes begin from the advertised dispatch date. If an item has a pre-order date shown next to the product name, that is its expected dispatch date and the delivery timeframe begins once it has shipped. If no pre-order date is shown, the item is available for dispatch.
How much do I pay for shipping?
Free standard shipping is available on all orders. Express shipping options are available at checkout and calculated based on your delivery location.
When will my order arrive?
All Australian orders include FREE tracked standard delivery, no matter how many products you purchase.
Most parcels arrive within 3–5 business days. You’ll receive tracking details as soon as your order is on its way.
Courier delays can occasionally occur. If your tracking shows a delay, contact us and we’ll support you until your order arrives safely.
How do I track my order?
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 website so you can follow the latest tracking updates.
If you haven’t received your shipping confirmation email, please check your spam or promotions folder.
My order appears to be lost or delayed. What should I do?
Think your order might be lost in transit? Delivery usually takes 3-5 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?
If your order hasn’t shipped yet, contact us as soon as possible with the correct address and we’ll update it where possible.
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 an incorrect address was entered and the parcel is delivered there, we may be unable to retrieve it. Please check your details carefully before placing an order.
Do you ship internationally?
At this time, we deliver our products to customers across Australia, New Zealand, and the United Kingdom.
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?
As an Australian brand, we ship directly from our Sydney warehouse to ensure reliable, fully tracked delivery across Australia and New Zealand.
What if I have an issue with my order?
Email us at [email protected] 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?
Yes. You can send any Spinely product directly to the recipient by entering their address as the shipping address and your own as the billing address. We do not include invoices showing the purchase value inside the package; receipts are sent to the email address used for the order.
*Please note: Because we use external fulfilment partners, we are unable to include personalised messages in the package.
Are you stocked in any stores anywhere?
Spinely products are currently available exclusively through our official online store. We deliver across Australia, New Zealand, and the United Kingdom.
Returns & Exchanges
Do you have a returns policy?
Yes. Try Spinely® risk-free for 30 days. If you’re not completely satisfied, contact us within 30 days of delivery to arrange a return for a full refund.
Our team will provide the return instructions and return address.
How long do I have to return the products?
Contact us within 30 days of delivery to arrange your return. Our team will provide the instructions and return address.
Can I return my order for a refund?
Yes. Contact us within 30 days of delivery to arrange a return for a full refund. We’ll provide the return instructions and return address.
Do I have to pay for returns?
If your item arrives faulty, damaged, or incorrect, contact us and we’ll help resolve the issue.
For change-of-mind returns, the customer is responsible for return postage. Your full refund will be processed once the returned item has been received and inspected.
How long does it take for my return/exchange to be processed?
Once your return arrives at our return facility and has been inspected, 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?
When your refund has been processed, you will receive a confirmation email. The funds will usually appear in your account within 2–5 business days, depending on your bank or payment provider. If it takes longer, please contact your bank or the payment provider used for the order.
Payment
How secure is your payment?
Your privacy and payment security are a priority. Payments are processed through Shopify’s secure, encrypted checkout, and Spinely does not store your complete card details.
What payment types do you offer?
We accept Visa, Mastercard, American Express, supported debit cards, PayPal, Apple Pay, and Google Pay. Split-payment options are also available through Afterpay, Clearpay, and Klarna. The methods available for your order will be displayed at checkout and may vary by country, order value, and provider eligibility.
Do you have payment plan options?
Yes. Eligible customers can split their purchase using Afterpay, Clearpay, or Klarna. Select an available option at checkout and follow the provider’s instructions. Availability and approval depend on your country, order value, and the provider’s eligibility requirements.
How do I use a discount code?
Enter your discount code in the designated field at checkout and select ‘Apply’. The discount will be shown in your order summary before payment.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles or using different offers, separate orders may be required. Strikethrough prices may already reflect the discount described in the offer. Please check the offer terms to confirm which products qualify.
I forgot to use my discount code. What should I do?
If you completed your purchase without applying a discount code, please contact our team here as soon as possible. We’ll review the order and confirm whether the code can still be applied.
*Please note: Only one discount code can be used per order, and all codes remain subject to their offer terms. Strikethrough prices may already reflect the discount described in the offer.
What currency is the store in?
All pricing is displayed in your local currency where available. Australian orders are listed in Australian dollars (AUD), New Zealand orders in New Zealand dollars (NZD), and UK orders in British pounds (GBP).
Contact Us
I have an issue with my order, what can I do?
Please contact us with details of the issue. To help us resolve it quickly, include clear photos of the product, packaging, and shipping label where relevant.
Can I cancel or change my order?
Please email us immediately with the subject line CHANGE or CANCEL, and we will do our best to complete your request. If the order has already been dispatched, you will need to follow our returns process.
Orders are processed quickly, so we cannot guarantee that changes or cancellations can be completed after an order has been placed. Please check your items and delivery details carefully before completing checkout.
How do I contact you?
You can contact us here or email [email protected]. Email allows us to keep a complete record of your request and provide the most accurate assistance. Our team will respond as quickly as possible.
How do I provide feedback?
We welcome feedback about our products and your experience with Spinely. You can send your comments through our contact page 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.