Frequently Asked Questions

We understand you're eager to receive your HealUp products. Here are answers to common questions about shipping and order processing:

1. When will my order ship?

We prioritize quick processing and aim to ship all orders placed Monday through Friday before 6:30 PM AEST on the same business day. Orders placed after this time or on weekends/public holidays will be shipped the next business day.

2. How long will it take for my order to arrive?

Delivery times vary depending on your location and the shipping method selected¹ at checkout.

• Standard Shipping (Free): Typically delivers within 5-7 business days within Australia. Please note that remote or rural areas may experience slightly longer delivery times.

We provide estimated delivery timeframes at checkout, and you'll receive a tracking number to monitor your shipment's progress.

3. How can I track my order?

Once your order ships, we'll send you a shipping confirmation email containing your tracking number and a link to the carrier's tracking website. You can use this information to track your package's journey. If you haven't received a tracking email within 24-48 hours of placing your order (excluding weekends and holidays), please contact us at support@healup.store.

4. What if I need to change my shipping address?

Please contact us immediately at support@healup.store if you need to change your shipping address. We'll do our best to accommodate your request. However, if your order has already been processed and shipped, we may not be able to make changes. In such cases, you may need to contact the carrier directly once you have the tracking information.

5. What if my order is delayed or lost?

If your order is significantly delayed or you suspect it may be lost, please contact us at support@healup.store with your order number. We'll investigate the issue with the carrier and work to resolve it as quickly as possible.

6. What if I receive a damaged or incorrect item?

If you receive a damaged or incorrect item, please contact us at support@healup.store within 7 days of receiving your order. Please include photos of the damaged or incorrect item(s) and your order number. We'll arrange for a replacement or refund as quickly as possible.