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 place an order, we do our best to pack it and send it out within 24 to 48 hours. We ship with Australia Post, and most orders arrive within 3 to 7 business days. You'll get a confirmation email with tracking as soon as it ships. Some orders need a signature, but the driver may leave your parcel in a safe spot or take it to your local post office if you're not home.
How much do I pay for shipping?
Shipping is FREE Australia-wide on every order, no matter how many items you buy.
When will my order arrive?
Most orders arrive within 3 to 7 business days after you place them.
*Please note: Although Australia Post quote us these expected delivery times, 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.
How do I track my order?
Once your order ships, we send you an email with a tracking link. If you don't see it, check your spam folder.
Help, I think my order is lost/hasn’t been delivered?
Australia Post usually delivers within 3 to 7 business days, but sometimes delays happen that are out of our control. If this happens, your tracking number may show a delayed delivery date.
If it's been more than 20 days since your order shipped and it still hasn't arrived, contact us and we'll start an investigation with Australia Post.
For delivery issues, we recommend reaching out to Australia Post directly first, since we need to work within their process. Once you've spoken to them, let us know and we'll follow up with them on your behalf too.
Can I change my shipping address?
Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, don’t panic! You can still redirect it via an Australia Post MyPost account: https://auspost.com.au/personal/receiving/parcel-deliveries/parcels-in-transit
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
At this time, we only deliver our products to customers in Australia.
Are there any customs/import fees?
No. All orders ship from within Australia, so there are no customs or import charges.
Product Questions
How do I choose the right product for me?
It depends on what you need help with.
If you want better support while sleeping, our pillows are a good place to start, like the Side Sleeper Knee Pillow or the Pregnancy Pillow.
If your feet need extra comfort, try the Cloud Comfort Slides.
For migraines, the Migraine Relief Cap offers cold therapy and gentle compression.
If you're dealing with tight muscles in your hips or lower body, the Psoas Release Tool can help target that area.
Not sure what suits you? Contact us and we'll point you in the right direction.
Do your pillows suit all sleeping positions?
It depends on which pillow. Our Side Sleeper Knee Pillow is mainly designed for side sleepers, since that's usually where the most pressure builds up on the hips, knees and spine.
The Pregnancy Pillow is also designed to help you get comfortable sleep on your side.
The Butterfly Pillow works for both back and side sleepers.
I have a question about a product – what should I do?
Check the product page and read all the information carefully. If you still can't find the answer to your question, you can submit it to our customer service team using our contact page and we'll get back to you with the answer.
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?
The easiest way to do this is to enter your friend's address as the shipping address and your own as the billing address.
However, since we use external fulfilment partners, we're not able to offer gift wrapping or custom messages at this time.
Are you stocked in any stores anywhere?
Nope, it’s just us! Pain Free Co 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?
We know policy pages aren't the most exciting read, but here's what you need to know. We offer a 14 day risk free trial on our products, so you can try them out and return them if they're not right for you.
To be eligible for a return:
- You need to start the return and have it posted back within 14 days of receiving your order.
- The item can't be marked "Final Sale" or "Non-Returnable" on the product page when you bought it, unless it's faulty.
To start a return, send us your order number and details here and let us know you wish to return your product for a refund.
How long do I have to return the products?
14 days from when your order is delivered. To start a return, send us your order number and details here and let us know you wish to return your product for a refund.
Can I return my order for a refund?
Sadly, we know that sometimes our products are not quite the right fit for some people. You can return anything you order from us for a full refund, provided it is returned within 14 days.
Do I have to pay for returns?
We’ve got you covered here too. All eligible returns within Australia will be covered with a free return shipping label that we are happy to organise for you, which means no expenses at the post office. Just contact our friendly team here and they will be able to help you along the way.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.
How long does it take for my return/exchange to be processed?
Once your return arrives back at the warehouse, we'll process your refund within 5 business days.
How long does it take for my refund to be processed?
When your refund is processed, 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 directly.
Payment
How secure is your payment?
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?
Enter your code at checkout, in the box before payment, and click apply. Only one code can be used per order.
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!
No worries, these things happen. Email us as soon as you can if you need to cancel or change anything. If your order has already shipped, you'll need to go through our returns process instead. We can't guarantee changes once an order is placed, so it's worth double checking everything before you hit buy.
How do I get in touch with you?
We'd love to hear from you. You can reach us through our contact page or by emailing hi@painfreeco.com.au.
How do I provide feedback?
We're always looking to improve, so your feedback means a lot to us. Send us a message through our contact page any time.
Where are you located?
We're based in Melbourne, but we work with fulfilment partners in different locations around Australia. No matter where your order ships from, it'll always be sent from within Australia.