FAQ: My order is delayed during shipping, what do I do?

We're sorry about this; we understand how important it is to get your products quickly. Here are a few points on what can occur, which may help to ease your mind.

1. If your order is a TENS machine, we recommend allowing a week for it to arrive from the date you selected on checkout, which is the date we send your machine. A 1-week shipping buffer is already loaded into your hire to account for this, so you don't lose any time with your machine.

2. Most of the time, when an item is marked as 'delayed' by Australia Post, this is due to a lack of tracking; however, in most cases, the parcel has been moving through, just not being updated in the tracking. Orders are marked as 'delayed' after there hasn't been an update in 4 days, and most orders are received within 1-2 business days of receiving a tracking update.


3. When an order is delayed, they push the contact date out to avoid an influx of queries; this isn't the new estimated date; it will likely be received much quicker.


With all of this in mind, we assure you that, in most cases, your order is still moving through and will probably be with you soon. If your express post parcel has not arrived within the week, or your parcel post within two weeks, please contact us here to advise us and lodge a query with Australia Post. In a little over 2 years, we've noted very few serious postal hiccups, and most queries from our customers come in shortly before the parcel arrives.