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FAQs

1. What payment methods do you accept?

We accept all major credit cards, Afterpay, zipPay, PayPal, Apple Pay, and Google Pay.

2. Can I cancel my order or change my address?

We understand that sometimes you can change your mind on an item. If you need to cancel your order, please send us an email within 24 hours after your purchase on sales@massagemat.com.au. After this period, we may not be able to cancel the order.

If you need to change your shipping address, please contact us right away, and we will do our best to update it during our order fulfilment process. If the item was already shipped, we cannot change the shipping address and advise you to contact the courier delivering your order.  This is the fastest and most effective way to request a change once the order has been dispatched. You'll see a link to the courier in your email. 

Please note that informing the correct address is your responsibility, and we cannot refund or replace the product in this case.

3. I ordered multiple items, why did I only receive one?

For logistical reasons, items in the same order will sometimes be sent in separate packages so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once, they are on the way!

4. Where's my order / How can I track my order?

You will receive an email confirming your order placement and another email with the tracking information when the order is processed and shipped to you. If you don't receive these emails, please contact us with your order number/email used on the purchase or full name so we can check it and provide you with the tracking information.

5. How does the Money Back Guarantee work?

Our Money Back Guarantee is valid within 30 days of purchase for any one our products. In order to receive money back, you must initially submit a return through our Returns Center.

Note, the buyer is responsible for return shipping. Once we have received your returned item, we will notify you via email of the approval or rejection of your refund. Once approved, money back will be credited through the original method of payment within 3 business days (i.e. Credit Card, PayPal).

6. How long does shipping usually take?

The estimated shipping time for our products is approximately 3 to 9 business days. Our primary source of shipping is Australia Post for international and domestic orders.

Due to high demand, order processing can take up to 48 hours and estimated delivery times are subject to change. You will be informed via email when your order is confirmed and shipped out with tracking information.

7. Where do you ship to?

We ship domestically to Australia and internationally to New Zealand, UK, USA and Canada. For better delivery service, we advise you to include your phone number in your order details, as we may need to call you if we have problems delivering your package.

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