FAQs

Q. What is the 90-Night Risk-Free Trial?
A. Every product comes with a 90-night risk-free trial, starting from the day your order is delivered. We ask that you give your product a genuine go for at least 4–5 weeks, since results can take time to show. If it's still not the right fit for you after that, you can claim a full refund any time before night 90, just email support@ultrawellnessstore.com.au with your order number to get started. We'll also cover your return shipping. Full terms are on our Risk-Free Trial & Warranty Policy page.

Q. What does the 1-Year Warranty cover, and which products have it?
A. Selected products come with an additional 1-year warranty against genuine manufacturing defects, on top of the 90-night trial. Currently, this applies to the EasySleep Ergonomic Pillow 2.0. If a genuine fault appears within 12 months of delivery, we'll send a free replacement (this warranty covers replacement only, not refunds). It doesn't cover normal wear and tear or damage from misuse. See our Risk-Free Trial & Warranty Policy page for full details on coverage and how to claim.

Q. Can I get a refund through the 1-year warranty?
A. No, the 1-year warranty covers free replacement only, not refunds. If you'd prefer a refund, that's available through the 90-night risk-free trial instead, provided you're still within that window.

Q. I ordered 2 or more items, why did I only receive one?
A. Multi-item orders can sometimes be split into separate shipments depending on courier logistics, so you may receive one item before the next. If this happens, there's no need to worry, the rest of your order is on its way.

Q. When will my order arrive?
A. Orders placed before 2pm AEST on a business day are usually dispatched the same day from our warehouse in New South Wales. Orders placed after 2pm AEST, or over a weekend or public holiday, are dispatched the next business day. Once dispatched, you'll receive a confirmation email with your tracking number. From there, metro areas typically take 3–7 business days and rural or regional areas 6–10 business days. All shipping is free, Australia-wide. These are estimates only, actual delivery can vary depending on your location and courier conditions, and times may run longer during December due to peak season volumes. See our Shipping Policy page for full details.

Q. Has my order been dispatched yet?
A. Once your order has been processed, you'll receive a confirmation email with tracking details. If you haven't received a dispatch email yet, your order is likely still being processed, feel free to contact us anytime for an update.

Q. My item arrived broken or damaged, what can I do?
A. Please take photos (or a short video) and email them to support@ultrawellnessstore.com.au within 7 days of delivery, along with your order number. Once approved, you can choose between a full refund or a free replacement, and we'll cover the return shipping cost.

Q. I need to cancel or change my order, how do I do it?
A. We'll always try to cancel or change your order if you contact us as soon as possible. If your order hasn't yet been shipped, we can usually accommodate changes or cancellations. Once an order has been shipped, we're unable to change or cancel it, but we're happy to arrange a return.

Q. My order still hasn't arrived, what should I do?
A. First, don't worry, it's likely still on its way. If it's been longer than 14 business days since dispatch (or longer over the December peak period), get in touch and we'll look into it with the carrier, and arrange a refund or replacement once confirmed.

Q. I entered the wrong delivery address, can I change it?
A. Contact us as soon as possible. If your order hasn't yet been shipped or processed, we can update the address for you. Once it's been shipped, we're unfortunately unable to make changes.

Q. Why didn't I receive an order confirmation email?
A. These sometimes land in your Promotions or Spam/Junk folder, so it's worth checking there first. If you still can't find it, let us know and we'll resend it.

Q. I don't have a tracking number yet, when will I get one?
A. Your tracking number is included in your dispatch confirmation email. If you can't find it there, email support@ultrawellnessstore.com.au and we'll send an update. Please allow 1–3 days for tracking to update with the carrier once dispatched.

Q. What payment options do you accept?
A. We accept all major credit and debit cards via Shopify Payments, as well as PayPal, AfterPay and ZipPay. If your card is declined, don't worry, just get in touch and we'll help sort it out.

Q. Do you ship within Australia, and what are your shipping costs?
A. Yes, we ship Australia-wide, and shipping is completely free on every order, with no minimum spend required.