Frequently Asked Questions

Find answers to common questions about our products and services.

What are your shipping options and delivery times?

We keep shipping simple and transparent. We currently ship Australia-wide, with shipping rates calculated based on item size and type.

Standard Shipping


  • Standard Shipping (0–0.5kg): $9.95

  • Standard Shipping (0.51–2kg): $12.95

  • Standard Shipping (2.1–5kg): $16.95

Bulky / Large Items (including selected supplier products)


  • 0–2kg: $14.95

  • 2.1kg+: $19.95

Please note: Some bulky items, supplier products, and remote delivery locations may incur additional shipping charges. If additional charges apply, we’ll contact you prior to processing your order.

Orders are dispatched Monday to Friday and usually ship within 1 business day.

Estimated delivery times:

  • Metro areas: 2–7 business days
  • Regional areas: 3–14 business days

How can I track my order?

Once your order has been dispatched, you will receive a tracking email with a link to track your delivery.

If your order contains items shipped from different locations, they may arrive in separate parcels with separate tracking numbers.

What payment methods do you accept?

We accept Visa, Mastercard, Amex, Apple Pay, Google Pay and other secure Shopify checkout payment options.

What delivery companies do you use?

Orders are delivered by trusted Australian carriers including:

  • Australia Post (Parcel Post & Express Post)
  • StarTrack
  • Team Global Express

What warranty coverage do your products have?

Our products come with protections under the Australian Consumer Law.

This means you are entitled to a replacement, repair, or refund if a product has a major failure, and to repair or replacement if the product is not of acceptable quality and the issue does not amount to a major failure.

Some products may also include a manufacturer’s warranty, where applicable. Please read any product-specific warranty information provided on the product page or packaging.

Where do orders ship from?

Orders may ship from our clinic location in Boonah, Queensland or from Australian supplier warehouses. If your order contains multiple items, they may arrive in separate deliveries.

Are your prices inclusive of GST?

Yes, prices shown on our website are generally displayed in Australian Dollars (AUD) and include GST where applicable.

Some health-related goods or services may be treated differently under Australian tax legislation, but product pricing on the website will be shown clearly at checkout.

What is your return policy?

We offer a 14-day return window for purchases.

Items must be unused, in original packaging, returned within 14 days of delivery, and include proof of purchase. Customers are responsible for return shipping costs.

How do I return an item?

Please contact us first at info@wellnessone.com.au to request a return. We will provide instructions for returning the item.

What if my item is faulty, damaged or incorrect?

Once we receive and inspect your return, we will notify you if the refund has been approved. Approved refunds are processed within 10 business days to the original payment method.

Are there any items excluded from returns?

Yes. For hygiene, safety, and product protection reasons, some items may not be eligible for change-of-mind returns, especially once opened or used.

These may include:

  • pillows and pillow protectors
  • hot and cold packs
  • personal care or recovery items
  • supports, braces, and wearable products
  • clearance or final sale items
  • gift cards

If an item is faulty, damaged, or not as described, your rights under the Australian Consumer Law still apply.

Can I return an item if I’ve changed my mind?

Yes- we offer a 14-day return window for eligible change-of-mind purchases.

To qualify, the item must be:

  • unused
  • in new condition
  • in the original packaging
  • returned with proof of purchase

Customers are responsible for return shipping costs. Some excluded items cannot be returned for change of mind.

Do you exchange items for different sizes?

Yes, where available, we can help with an exchange for a different size or variant of the same item.

Please contact us first at info@wellnessone.com.au so we can confirm availability and provide return instructions. The original item must meet our return conditions before an exchange can be processed.

What happens if an item is out of stock?

If an item becomes unavailable after you place your order, we will contact you as soon as possible using the details provided at checkout.

Where this happens, we may offer:

  • an alternative product
  • a backorder option
  • or a full refund

We will always do our best to keep you informed and find the most suitable solution.

Can I return sale items?

Sale items and gift cards cannot be returned for change of mind, unless the item is faulty or your rights apply under the Australian Consumer Law.

If a product is marked as final sale or clearance, this will generally be noted on the product page.

How long does the refund process take?

Once we receive and inspect your return, we will notify you if the refund has been approved. Approved refunds are processed within 10 business days to the original payment method.

How will I receive my refund?

Approved refunds are returned to the original payment method used at checkout.

For example:

  • Credit card or PayPal: refunded to the same account used for payment
  • Shopify Shop Pay or other secure checkout methods: refunded back to the original payment source

Please allow up to 10 business days for the refund to be processed once approved, plus any additional time required by your bank or payment provider.

How can I contact customer support?

If you have any questions about your order or products, please contact us at info@wellnessone.com.au.