FAQ's

Before contacting us, please take your time to read through our FAQs which may provide the answer to your questions. If you cannot find your answer and want to get in touch then please email:  support@ultrawellnessstore.com.au 

 

Q. When will my order arrive?

A. Most orders are processed within 1-3 working days of ordering with the exception of orders made on weekends (Friday-Sunday), orders made over the weekend period will be processed on the next working day (Monday).

 

Q. Has my order been dispatched yet? 

A. Once your order has been processed, you'll receive a confirmation email with tracking details. Orders placed before 2PM AEST on business days are usually dispatched the same day from our Sydney warehouse. If you haven’t received a dispatch email yet, your order is likely still being processed but feel free to contact us anytime for an update.

 

Q. My item arrived broken or damaged what can I do? 

A. If your product is damaged then please take photos and send them to us at support@ultrawellnessstore.com.au . We are not responsible for any damages to boxes, cases or other packaging. We always make sure we sufficiently protect the product. However it's the carriers responsibility to handle them with care, we have no control over this.

 

Q. I ordered 2 or more items, why did I only receive one?

A. When you order multiple items at a time they might be shipped separately as products are shipped from different warehouses that we own. You may receive one item before the next. So don't panic if you don't receive all of your items at once... they will get to you! 

 

Q. I need to cancel or change my order, how do I do it?

A. We always try our best to cancel your order, however if your order has already been shipped or processed then we cannot cancel your order. 

If you would like to change your order then please do contact us ASAP. We will try our best to accommodate any changes providing your order hasn't already been shipped. If your order has been shipped then we will not be able to change the order but we always welcome a return if you would like to.

 

Q. My order is still not here please help?

A. Firstly, please do not worry it is on the way. If you order has taken longer than 4 weeks from dispatch then please contact us and we will look into it for you. We urge you to please allow this time before contacting us. We offer a Money Back Guarantee or will have your order resent. 

 

Q. I put the wrong address for my order, can I change it?

If you have put in the incorrect delivery address on your order then please contact as ASAP. If your order hasn't been shipped or processed then we can update your delivery address no problem. If the order has been shipped or processed then unfortunately there is nothing we can do.

 

Q. Why did I not receive a confirmation email after placing the order?

A. There's a good chance that our email has ended up in your Promotions, Spam/Junk folder so please do check there. If you would still cannot find it and would like it resent please do let us know.

 

Q. I don't have a tracking number, when will I get it?

A. When your receive your dispatched email it will be in there most of the time, if not you can email us on support@ultrawellnessstore.com.au  for an update on your tracking. Please allow 1-3 days for your tracking to update on the system from the carriers. 

Q. What are the payment options available?

A. We accept all major credit and debit cards through the Stripe powered Shopify Payment system. We also accept PayPal payments and  ZipPay as well. If your card was declined then please do not worry, simply contact us and we will advise you. 


Q. What are your shipping costs and do you provide Australian Shipping?

A. YES - All orders are FREE of shipping costs!