Shipping policy

Shipping Policy

Last Updated: 1st November 2025

At EaseSpine, we aim to ensure that your order arrives safely and on time. Please review the details below to understand our shipping process, timelines, and responsibilities.

 

1. Processing Time

All orders are typically processed within 2–3 business days after payment confirmation. Orders placed after 12 PM AEST are processed the following business day.

During high-demand periods (sales events, holidays), processing times may be slightly longer. We’ll notify you by email if any significant delay occurs.

 

2. Shipping Time & Carriers

Once processed, delivery times depend on your location and selected shipping method:

•        Australia (Metro): 3–7 business days

•        Australia (Regional/Remote): 7–14 business days

•        New Zealand: 7–12 business days

•        Other International Destinations: 10–20 business days (depending on customs clearance)

 

We use trusted carriers such as Australia Post, StarTrack, and DHL.

 

3. Tracking Your Order

When your order ships, you’ll receive a shipping confirmation email containing your tracking number and a direct link to track your shipment.

Please allow up to 48 hours for tracking information to update after receiving your confirmation email.

 

4. Delivery Confirmation

Once a package is marked as “Delivered” by the carrier, EaseSpine’s delivery obligation is considered complete. If you can’t locate your package after carrier confirmation:

1.     Check with household members, neighbours, or building reception.

2.     Verify your shipping address on your order.

3.     Contact the carrier directly for assistance.

 

EaseSpine is not responsible for lost or stolen packages after delivery confirmation, but our support team will gladly help you open an investigation with the carrier.

 

5. Incorrect or Undeliverable Addresses

Please double-check your address before completing checkout. If an order is returned due to an incorrect or incomplete address provided by the customer, a reshipping fee may apply.

We are not responsible for delays or losses caused by incorrect shipping details entered at checkout.

 

6. Damaged or Missing Items

If your order arrives damaged or incomplete, notify us within 7 days of delivery at info@get-ease.com with clear photos and a brief description. Our team will investigate and may offer a replacement or refund depending on the situation.

 

7. Delays Beyond Our Control

Shipping times are estimates and may vary due to carrier delays, weather, customs, or other factors outside our control. EaseSpine is not responsible for delays caused by third-party logistics providers or unforeseen events.

If your order has not arrived within 30 days of shipment, please contact us, and we will assist you promptly.

 

8. Contact Information

For any shipping-related inquiries, please reach our support team:

Email: info@get-ease.com

Business Hours: 9 AM–5 PM AEST, Monday–Friday