FAQs

SHIPPING & ORDER

When will my order be shiped?

All orders will be dispatched within 1-2 business days. If you make an order on Friday or over the weekend, it will be processed and dispatched on Monday. We will keep you informed once the tracking numbers are allocated.

You will be contacted if any further information is required regarding to your order or payment.

 

What is the expected delivery time?

Estimated delivery time 5-15 business days. 
Due to Covid-19 restrictions it may take longer for your order to be delivered.

 

I need to change something on my order. How can I do that?

If you need to change or cancel your order, please contact us within the next 2 hours after you placed your order. We will not be able to make any changes after the product has been sent to you.

 

My order status says "Unfulfilled". What does that mean?

"Unfulfilled" means that we have successfully received your order. Once your order is shipped, you'll receive a tracking number and your order status will change to "Fulfilled."

 

How can I track my order?

Deliveries can be tracked through Australian Post. If you are not able to track your order pleae click on order tracking page.

 

RETURN & REFUND 

What is our refund / return policy?

After the product is delivered to you, you have 14 days to return your product.

Products that are returned after 14 days are not eligible for refund.  

Please contact us before you return the product and our customer service team will provide you with the address you need to send the product to.

To be eligible for a refund the product must have been unused and in the same condition as it is recieved. You will recevie your refund through the same bank account within the 5-7 days.

If you would like to return your order, please contact us on sales@painstop.com.au and we will be assist you with the process.

 

PAYMENT

Why am I not able to complete my payment?

If you are having trouble with payment, please ensure that you are using one of our accepted payment methods and that you have sufficient funds on your card.

 

What payment methods do you accept?

We accept Visa, Maestro, American Express, MasterCard and PayPal.

 

My payment has been declined, what can I do?

Sometimes certain banks do not allow some online transactions, please contact your bank or credit card provider to see if they are holding your transaction. Alternatively you can use PayPal to make the payment at the checkout.