SHIPPING

Order Processing & Handling Time

We strive to process your order as quickly as possible. Most orders are prepared and dispatched within 1–2 business days (Monday–Friday) after payment is confirmed. You will receive an email confirmation once your order has been shipped.

Delivery Times & Shipping Options

  • Standard Shipping (Australia): We offer fast, reliable delivery Australia-wide. Standard shipping is free on orders over $70 (a flat fee applies for smaller orders). Deliveries typically arrive within 5-12 business days after dispatch for most metro areas. Remote locations may take a little longer (up to 14 business days).
  • Express Shipping (Australia): Need it sooner? We also offer Express Post options at checkout. Express deliveries usually arrive in 3-7 business days to metro areas. (Express shipping is free on large orders or available for a small extra charge, depending on current promotions.)
  • International Shipping: Yes – we ship worldwide! We use trusted international carriers for fast and secure delivery. Delivery times vary by destination: express international shipments typically arrive in 4-9 business days, while standard international post may take 7–15 business days. Actual transit times will be displayed at checkout. (Note: Due to import regulations, we cannot ship to a few restricted countries.)

Please Note: Delivery estimates are provided in business days (excluding weekends and holidays). Once dispatched, your package’s journey is in the hands of the carrier. We cannot be responsible for unforeseen delays (e.g. weather, carrier backlogs or customs clearance holdups) that are outside our control, but we will assist in any way we can to ensure you receive your order as soon as possible.

Shipping Costs & Free Shipping Thresholds

We believe in fair and simple shipping rates:

  • Within Australia: Standard shipping is free for orders over $70. For orders under $70, a small flat-rate shipping fee will apply. Express shipping, if selected, may incur an additional fee (shown at checkout) unless a promotion applies.
  • International: Shipping costs for international orders are calculated based on destination and weight. We pass on our discounted courier rates directly to you – what you pay is exactly what it costs us. Tip: Order in bulk or with friends to take advantage of any free shipping offers to certain regions. (For example, we occasionally offer free worldwide shipping on orders over a certain amount.)

There are no hidden handling fees. All available shipping options and their prices will be clearly shown during checkout before you finalize your order.

Shipping Carriers & Tracking

We partner with reputable carriers to ensure your package arrives safely. Within Australia, orders are shipped via reliable couriers. International orders are sent using major carriers for speedy delivery worldwide.

Order Tracking: Once your order ships, you will receive a shipping confirmation email with a tracking number. All standard and express services include tracking so you can follow your parcel’s journey. (If an economy “no-tracking” shipping option is ever offered and chosen, please note we cannot replace or refund lost packages on that service). Tracking information may take up to 24–48 hours to update after dispatch, so don’t worry if you don’t see movement immediately.

You can track your order via the link provided in the email or by entering the tracking number on the carrier’s website. Pro Tip: Check your spam/junk folder if you don’t see the shipping email within a couple of days of ordering.

If you order multiple products, they might arrive in separate packages (especially if they ship from different warehouses). Each package will have its own tracking number, and they may be delivered on different days. Rest assured, if one item arrives first, the rest of your order is on its way!

International Customs & Taxes

For international orders (outside Australia), please be aware that your country may impose import duties, taxes, or customs fees once the shipment reaches your country. Unfortunately, we have no control over these government-imposed charges and cannot predict what they may be, as customs policies vary widely by country. Any such charges are the buyer’s responsibility.

Here are a few tips regarding international shipments:

  • Customs Clearance: International deliveries might occasionally be delayed by customs processing. We provide all necessary documentation to help clear your package as quickly as possible.
  • Import Fees: If applicable, you will be contacted by the local carrier or customs office about any fees due. Payment of these is required to release your order from customs.
  • GST/VAT: Our product prices do not include overseas GST/VAT. You may need to pay these taxes upon import, depending on your country’s rules.

We declare shipments accurately according to law (no under-valuing). If you’re unsure about your country’s import policies, we recommend checking with your local customs office for details on potential fees.

Returns & Refunds Policy

Your satisfaction is our priority! If something isn’t right with your order, we’re here to help with hassle-free returns or exchanges. Below is an overview of our return and refund policy:

  • 30-Day Return Window: We offer a 30-day return period from the date you receive your order. If 30 days have gone by since delivery, unfortunately we may not be able to offer a refund or exchange (unless required by law).
  • Unopened Items (Change of Mind): If you changed your mind or are unsatisfied with your purchase, you may return unopened, unused products in their original packaging within 30 days for a full refund of the product price. The item must be in the same condition that you received it (undamaged, with any seals or tags intact). Please note: we do not accept returns on items that have been used or removed from original packaging unless they arrived to you defective (see below).
  • Damaged or Faulty Products: Please inspect your order upon arrival. In the unlikely event you receive a defective, damaged, or incorrect item, contact us immediately – we will make it right! This may involve sending a free replacement or providing a full refund, at our discretion. You will not be charged any additional shipping or restocking fees for returns due to our error or faulty merchandise.
  • How to Initiate a Return: To start a return or exchange, please contact our support team at the email address below. Provide your order number and details about the issue or the item you wish to return. Our team will respond with return instructions. Do not mail back products before obtaining authorization, as we need to ensure they are directed to the correct return center. For approved returns, we will provide you with a return merchandise authorization (RMA) and a return shipping label in many cases (especially for defective/wrong items).
  • Return Shipping Costs: If you are returning an unopened item due to change of mind, you may be responsible for covering the return shipping cost. We can help facilitate discounted return postage and will deduct the cost from your refund if requested. For returns due to defects or mistakes on our part, we cover the return shipping – we’ll either send you a prepaid shipping label or reimburse your postage cost.
  • Refund Processing: Once your returned item is received and inspected at our warehouse, we will notify you via email. If the return is approved, we will process your refund back to your original payment method. Please note it can take a few days for your bank or credit card company to post the refund to your account. If an exchange was requested, we will ship out the new item promptly after the returned item is received.
  • No Restocking Fees: We do not charge any restocking fees for returns. However, original shipping fees are typically non-refundable (except in cases of our error or a product defect). For example, if you paid for express shipping, that cost may not be refunded when returning an unwanted item.
  • Exceptions: For health and safety reasons, certain personal care items or medical devices may not be returnable once opened. If a product is marked as non-returnable on its product page or if returning it would violate hygiene regulations, we will of course communicate this. Additionally, used items (that are not faulty) cannot be refunded as new, since they cannot be resold. We appreciate your understanding on these limitations. If you have any questions about whether your item can be returned, please contact us.

Our goal is to be fair and reasonable; we want you to feel confident shopping with us. If you’re ever unhappy with your purchase, please reach out and we’ll work with you to find a solution!

Customer Support & Contact Details

For any shipping queries, feel free to reach out via email. We’re happy to assist with order updates, tracking questions, or any concerns you might have. If you have any questions about shipping, delivery, or returns, our friendly support team is here to help. Please don’t hesitate to contact us:

Email: support@reliefmatters.co (we typically respond within 1 business day)

Thank you for shopping with us! We appreciate your business and are committed to delivering your pain relief products to you quickly, safely, and smoothly. If there’s anything we can do to improve your experience, just let us know. Happy shopping!