FAQs
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Everything you need to know about shipping, products, returns, payments and more — all in one place.
Shipping & Delivery
Once your order is placed and confirmed, we process and dispatch it within 1–3 business days. You'll receive a confirmation email with your tracking number as soon as it ships.
Shipping costs are calculated at checkout based on your location and order size. We aim to keep shipping fees as low as possible — and occasionally offer free shipping promotions.
Domestic orders typically arrive within 5–10 business days after dispatch. International orders may take 10–20 business days depending on your country and customs processing times.
Once your order ships, you'll receive an email with a tracking link. You can also log into your account on our store to view your order status at any time.
Check your tracking link first. If it shows delivered but you haven't received it, check with neighbours or building reception. If the issue persists, contact us at support@spineshift.com with your order number.
Address changes can only be made before your order has been dispatched. Contact us at support@spineshift.com immediately with your order number and the correct address.
Yes, we ship to most countries worldwide. International shipping rates and delivery times are calculated at checkout based on your location.
International orders may be subject to customs duties and import taxes depending on your country's regulations. These fees are the customer's responsibility and are not included in our prices or shipping costs.
Product Questions
We don't currently have a public wholesale programme, but if you're interested in bulk purchasing for a business or organisation, email us at support@spineshift.com and we'll discuss options directly.
Absolutely. Simply enter the recipient's address as the shipping address at checkout. For a personalised message or to remove pricing from the package, drop us a note at support@spineshift.com after ordering.
SpineShift is currently online-only. This keeps our prices competitive and ensures every order comes directly from us to you. Follow us on social media for updates on future retail partnerships.
Returns & Exchanges
Yes. We offer a 30-day return window from the date of delivery. Items must be unused, in original packaging, and in the same condition received. See our full Returns Policy page for details.
You have 30 days from the date your order was delivered to request a return. After this window, we're unable to process returns unless the item is defective.
Yes. Once we receive and inspect your returned item, approved refunds are issued to your original payment method within 5–10 business days. Used or damaged items may not qualify.
Customers cover return shipping unless the item arrived damaged, defective, or we made an error. In those cases, we cover the return shipping in full. Use a tracked service for all returns.
We'll inspect and notify you within 3 business days of receiving your return. Exchanges are dispatched promptly after approval. Refunds are processed within 5–10 business days after approval.
After approval, refunds are processed within 5–10 business days. Your bank may take a few additional days to post the credit. Contact us at support@spineshift.com if you haven't received it after 10 business days.
Payment
Very. Our store uses Shopify's industry-standard SSL encryption. We never store your card details — all payments are processed by certified, PCI-compliant payment providers.
We accept all major credit and debit cards including Visa, Mastercard, and American Express, as well as PayPal and any other methods displayed at checkout.
We're working on integrating buy now, pay later options. Check the checkout page for available instalment options in your region.
At checkout, enter your code in the "Discount code" field and click Apply. The discount will be reflected in your order total before you complete payment.
Discount codes can't be applied retroactively. However, if your order was placed very recently, contact us immediately at support@spineshift.com with your order number and code and we'll do our best to help.
Our store displays prices in AUD by default. Your bank or payment provider may convert to your local currency at the current exchange rate. Any conversion fees are determined by your card issuer.
Contact Us
Email us at support@spineshift.com with your order number and a description of the issue. Include photos if the problem involves a damaged or incorrect item. We respond within 24–48 business hours.
Contact us immediately at support@spineshift.com with your order number. Cancellations and changes are only possible before dispatch. Once shipped, our returns policy applies.
Email us at support@spineshift.com. We respond to all enquiries within 24–48 business hours, Monday to Friday. You can also reach us through our social media channels.
Leave a product review directly on our store after your purchase, or email your thoughts to support@spineshift.com. Your feedback helps us improve for every customer who comes after you.
SpineShift is an online store operating from Australia. We don't have a physical retail location, but we ship worldwide and our support team is available via email to assist customers globally.
Still have a question?
Our team responds within 24–48 business hours.