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Current Page: https://www.badbacks.com.au/faq/

Bad Backs is Australia's leading back and joint pain resource organisation. Visit www.badbacks.com.au for our full product catalogue or visit a store near you in Melbourne, Sydney and Perth. FreeCall Australia wide 1800 615 666, International +61 3 9020 2095.

Store Info
We're here to help!Find your answer in our FAQ's area or call our experienced customer service team on FreeCall 1800 615 666
(aus only) or +61 3 9020 2095 (Mobiles & International calls).

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FAQ

Delivery & Shipping

How long will it take and how much? Bad Backs provides fast delivery to your home or office, with accurate pricing and time estimates.

Bad Backs Shipping Information

Freight is calculated on the total weight of the products ordered to the country destination nominated, whether Nationally or Internationally. Depending on the size of your order, this is either a metric weight or a cubic weight.

We endeavour to dispatch your goods from our warehouse within 1 to 2 working days of receiving your order. Deliveries leave our warehouse daily (Monday to Friday). Orders need to be placed by 11am on these days in order for them to go out the same day.

We use Australia Post for shipping almost all of our parcels, both within Australia and internationally. Australia Post provide a reliable and prompt service. The eparcel system used within Australia, enables us to track your parcel throughout Australia. A signature will be required for confirmation of delivery. If no one is home at the time of delivery, a notification card will be left in your post box. Your parcel will then be taken to your closest post office awaiting collection.

You may provide alternate delivery instructions at the time of purchase (i.e. 'Please leave at door', or 'Ask for John at reception'). However, Australia Post will not leave a parcel unsigned unless requested prior to delivery. Australia Post and Bad Backs cannot be held responsible for parcels left unsigned.

For our larger items, we use Star Track Express or Hunter Express courier service. They also provide a very high quality and prompt service all over Australia. A signature will be required for confirmation of delivery. If there is no one to receive the parcel, our carrier will leave a card for you to ring their local depot to arrange a suitable time for re-delivery at a later date.

The average delivery times after dispatch from our warehouse in Victoria (Australia) are as follows:

Some items are custom made and require a longer delivery time. These extended times will be included on the full product description page.

  Delivery to capital cities in Australia:   Estimated Delivery Times
Melbourne, Sydney, Adelaide, Canberra within 1-2 working days
Brisbane within 2-3 working days
Hobart within 3 working days
Perth within 3-5 working days
   
Regional areas of VIC, NSW, SA, QLD, TAS within 3-4 working days
Western Australia within 5 working days
Northern Territory within 7 working days
Norfolk Island up to 6 weeks
   
International Deliveries  
New Zealand within 4-5 working days
Asia within 4-6 working days
North America within 7 – 10 working days
Central & South America within 7 – 10 working days
United Kingdom & Europe within 9-11 working days

Free Shipping Items

All free shipping offers apply to delivery addresses in Australia Only.

Bad Backs Parcel Tracking

If your item was delivered via Australia Post , please visit http://www.auspost.com.au/track/ and enter the consignment number provided in your shipping email.

If your item was delivered via Hunter Express , please visit http://www.hunterexpress.com.au and enter the consignment number in your shipping email.

If your item was delivered via Star Track Express , please visit http://www.star-track.com.au/ and enter the consignment number in your shipping email.

If you are a registered Bad Backs customer, you can track your order at: http://www.badbacks.com.au/account.

If not, you can track the status of any future orders by registering for FREE at: http://www.badbacks.com.au/account/register.

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Disclaimer

The content is presented in summary form only and intended to provide broad consumer understanding and knowledge of health care topics. Do not use this information to diagnose or treat a health problem or disease without consulting a qualified health care provider. Please consult your health care provider if you have any questions or concerns.

The information on this website is provided by Bad Backs. While we try to keep the information as accurate as possible, we disclaim any implied warranty or representation about its accuracy or completeness, or appropriateness for a particular purpose. You assume full responsibility for using the information at this site and you understand and agree that Bad Backs, its affiliates and/or any hyper-linked websites are neither responsible nor liable for any claim, loss or damage resulting from its use.

Information on the website may be changed or updated without notice. Bad Backs may also make changes in products and/or services described in this information at any time without notice.

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Environmental Policy

At Bad Backs we take seriously our on-going responsibility, both individually and collectively, to conduct business in a way that actively assists in preserving our environment.

As a business involved in manufacturing, importing, wholesaling, etailing and retailing, we promote a strong environmental ethic as part of our corporate culture by encouraging, empowering and assisting employees, manufacturers, suppliers and customers to engage in activities and programs to reduce our Eco footprint.

Our on-going efforts include:

Transport

  • Limit travel where possible
  • Utilise electronic media for communication
  • When flying is necessary, purchase carbon offsets.
  • Endeavoring to work with logistics and transport companies (including air, sea, rail and road) that are committed to ongoing sustainable environmental management:
    Initiatives to include:
  • Leading edge vehicle emission standards
  • Investment in fuel efficiency and alternative fuel technologies
  • Supply chain efficiency

Office, Warehouse and Retail Practices

Recycling

We are focused on being a paperless business, however where necessary we purchase recycled paper. All packaging and pallets, for dispatch of Bad Backs online and in-store products, utilizes suppliers actively engaged in degradable / recyclable plastics, wood and paper products. Where possible, we recycle all office supplies including paper, toners and cartridges. All other redundant office & warehouse supplies are sent to respective local council waste management depots.

Energy Efficiency

We seek to minimise energy consumption. This includes: Minimising waste, reduce our consumption of resources and improving efficiency of their use (turning off power and equipment when not in use). Support local suppliers where possible.

Back and Joint Pain Product Suppliers

Imported & locally manufactured goods

Every year we see continued improvement in Eco friendly manufacturing processes, product made from degradable and recycled materials, sustainable fabrics, higher percentage of recyclable components, international GREEN GUARD Certification and Australian GECA approvals. And we will continue to engage with them to develop improved environmental sustainable practices.

Our Customers

For our customers who are replacing products such as bedding and furniture, we'll endeavour to link them to recycling resources Australia wide.

The Future

Our environmental responsibility is an on-going journey and we'll continue to look at new ways of improvement.

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How to Buy

Unsure How to Buy Online? In 10 easy steps, learn how easy it is to buy online with Bad Backs:

  1. From the home page, select the category, then click on the product you want to buy.
  2. On the Product page, in the Options box (top right) select your colour/size and quantity, then click ‘Add to Shopping Bag button.
  3. Click the blue ‘View my Bag’ button to see your itemized order information/shopping bag is displayed.
  4. Select your country and region. The total cost of the product(s) and shipping costs will be displayed.
  5. Now the click ‘Proceed with Order’ green button.
  6. Select ‘I am a new customer’ and type in your email address in the field.
  7. Then fill out your details including a new account password, shipping and delivery address information.
  8. (If you are paying by fax, mail or telephone please skip to step 11. Click “Proceed to check out” and then on the next page enter your credit card details where applicable.
  9. Click ‘Process my Order’ and your card will be charged for the goods.
  10. You will then receive a confirmation email and you can then log in with the account details you created in the first transaction to check when your order is shipped. OR
  11. Don’t want to pay online? You can pay for your order by selecting one of the following options and then PRESS the finalise button. This will give you the option to print your order. You can then complete your payment by:
    • Fax
    • Cheque Payment or Australia Post Money Order (Australian customers only)
    • Telephone (Australian customers phone our free call sales line 1800 615 666. International customers, please phone +61 3 9020 2098)

Any questions or if you require further help, please don’t hesitate to contact our friendly customer service team on 1800 615 666 (free call within Australia) or via email at support@badbacks.com.au.

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Payment Options

Bad Backs' payment options include Credit Card, Direct Debit and more. There are 5 easy ways to purchase from badbacks.com.au:

1. Credit Card: Online

This is the simplest and most convenient way of shopping. Just fill in your details and we'll bill the purchase to your account. We accept Visa and MasterCard. Our online payment system is highly secure as all your credit card details are encrypted. For more detail on our state of the art security, click here.

2. Pay by Phone: Call 1800 615 666 (Mon-Fri, 9am-5.30pm AEST)

Call us on our Freecall Sales Number 1800 615 666 (within Australia) or +61 3 9020 2095 (for our International customers), and Bad Backs friendly Customer Service staff will process your credit card payment over the phone. Visa and Mastercard or AMEX credit card payments accepted. Please note: AMEX transactions may incur a surcharge in-store.

3. Pay by Fax: Fax +61 3 9020 2092 (providing us with your Credit Card details)

Print your Payment Invoice, complete the credit card payment details and fax to Bad Backs on +61 3 9020 2092.

4. Pay by Cheque or Money Order:

Post to:
Bad Backs
79 Overseas Drive
Noble Park, VIC 3174

Print your Payment Invoice and mail to the address above with your cheque payment or money order (made payable to "Bad Backs").

Please note that orders paid by cheque must be cleared before we can despach your purchase.

5. Pay via PayPal

Simple and easy, select 'Pay with PayPal' when placing an order with us. You will be taken to the PayPal website to securely login & complete your transaction.

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Pricing

Fair pricing policies for all Bad Backs customers - regardless of location or quantities.

All prices and charges are shown in Australian dollars (AUD).

All prices and charges are inclusive of the Goods and Services Tax (GST) for those products and services that attract GST. Some health related services and products are deemed exempt from GST due to current Australian Government legislation.

Please note:

Across Australia, Bad Backs retail stores' product range and prices may vary. We suggest phoning our Customer Service Team at your nearest Bad Backs Store for further information.

For customers with both international billing and delivery details, the GST, when applied to certain products, will be deducted at the end of your shopping cart processing.

Import duties may apply with some items to international destinations and will be payable by the receiver.

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Private Health Fund Rebates

When shopping at any of the Bad Backs retail stores only (not online) check with our friendly staff if you're eligible for a rebate from your Private Heath Fund on selected 'back care' items.

Bad Backs has secured provider numbers from a number of Australian Private Health funds for a range of product categories, which may include therapeutic products from the Federal Government’s Guide to Health Aids.

  • Manually & electronically operated adjustable beds
  • Pressure management mattresses & overlays
  • Backrests & leg rests
  • Various wedges
  • Posture support seating
  • Upper & Lower limb braces
  • Hand splints and cervical collars
  • Orthotics
  • Special cushions designed for people with illness/disability
  • Specialised walking sticks

Please note that you will need to contact your Private Health fund to clarify if your purchase will be eligible for a rebate and the amount you can expect to receive back.

Contact us for more information

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Returns & Exchanges

We conduct our business according to the Australian Consumer Law (ACL), which acknowledges your rights and entitlements as a customer. See below for popular questions about our returns process and policy.

  1. How do I return my purchase?

See our Returns Policy to find out how to return your purchase. Please note that some items may be final sale and are non-returnable, and we will always let you know if this is the case.

  1. How long do I have to return my purchase?

You have 30 days from your original purchase date to return your item(s) back to us.

  1. How long does it take for me to receive a refund?

We'll email you updates throughout the returns process but just in case, here's how it works.

Returns take 2-7 business days to reach our warehouse. Once received, your return will be processed within 1-3 business days. For refunds, please note that your financial institution can take an extra 3-5 business days to clear the funds back into your account.

  1. How will I be refunded?

You will be refunded the same way you paid. If you paid via:

  • Credit card or PayPal: Your refund will be credited into the same account your payment came from.
  • Bad Backs Gift Card: The refund amount will be reissued as a new voucher code via email.
  • Part credit card, part voucher (including Gift Cards): The amount you paid by credit card will be credited back into the same account and we will reissue you with a new voucher code. Please note that courtesy and promotional vouchers are non-refundable.
  1. What if I have changed my mind about an item?

When you shop at Bad Backs we endeavour to provide products that will meet your needs. We ask that you read all the relevant product information provided, and choose carefully, as we cannot provide a refund if you simply change your mind or make a wrong selection. If you have any questions, please call us on FreeCall 1800 615 666 (within Australia only).

In the event you are not satisfied with an item that you have purchased, you may return the item within 30 days of delivery for a full refund of the purchase price, (less freight charges if applicable) or a product exchange, with the exceptions noted below. The item must be returned in ‘like new’ condition, with all paperwork, packaging, parts, and accessories to ensure full credit.

For more information, see our Returns Policy.

  1. Do you exchange if I need a different size?

Yes, you can exchange for a different size of the same item, however please try items on over clothing once to avoid contact with skin. Contact our Customer Service team to help resolve the problem as fast as possible. Once your item is received back, we will process your return within 1-3 business days. It’s a good idea to enclose a Australia Post Pre-Paid return post bag for your exchange, alternatively we can ship the item back to you via our shipping carrier(s) at a cost to you.

  1. What if my item is faulty?

We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process.

All shipping fees related to a faulty, damaged or incorrect item, will be covered by Bad Backs, unless the item is declared not faulty by which the fees will then be paid by the customer. Contact us here for more information.

  1. What if the item I received is not what I ordered?

If you received an item different to the one you ordered, please contact our Customer Service team who will help resolve the problem as soon as possible. If we have accidentally shipped an incorrect item to you, Bad Backs will cover all shipping fees to rectify the issue.

  1. What if I don't have the original delivery packaging?

If you are missing the original delivery box or satchel, we may deduct a 20% restocking fee from your credit. If this is the case, please use a similar sized cardboard box or plastic delivery satchel. Please keep in mind that you are responsible for safely packing your return so we receive the items in their original condition.

At our discretion, if your returned item(s) are received in an unsellable condition we may decline your request for refund.

  1. Can I return sale items?

Yes, you can return sale items unless stated otherwise (subject to the Australian Consumer Law). We will always let you know if a particular sale or promotion excludes returns. For information on how to return items, see our Return Policy.

  1. Are there any items excluded from BAD BACKS return policy?

Due to shipping and delivery cost considerations, mattresses/foundations, adjustable bed frames and electric (adjustable) bases, massage chairs, custom office chairs, indoor or outdoor zero gravity recliners, desks, and workstations are non-returnable and other items indicated on the product pages as non returnable.

Bedding:

Due to health code limiting the resale of bedding items, if the following products have been opened, then they are not returnable: pillows, body pillows, leg & bed wedges, mattress overlays/toppers, pillow covers and mattress covers.

Personal Items:

If the following personal accessory products that make direct contact with skin have been opened, then they are not returnable: neck and travel supports, back & joint supports, hand held massager's, seat cushions, hot/cold packs and foot health products (excluding Orthaheel products).

Discontinued / Clearance Items:

Discontinued or clearance Items are considered final sale and are non returnable. Please do not ship these items back to Bad Backs, as we cannot issue a credit to your account.

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Secure Shopping

How secure is online shopping? Bad Backs uses the highest industry-standard security on all transactions.

We want you to shop with confidence on our web site. That is why we have taken every possible measure to ensure that your confidential details are protected. The security practices employed by Bad Backs are "state of the art" and designed to offer you the highest possible level of security.

When placing your order with us, we use superior Secure Sockets Layer (SSL) encryption technology to accept all your payment details, including your name, credit card number and expiry date. Because we use SSL, placing an order online at our Web site is just as safe as giving your credit card number over the phone.

The Bad Backs website is secured with the GeoTrust True BusinessID® with EV SSL certificate. The True BusinessID® + EV comes with the highest levels of security and authentication, up to 256 Bit encryption and the GeoTrust® Smart Seal to maximize internet security coverage.

When you submit your order, your payment details are separated from your order and passed directly to your financial institution via our SecurePay Payment Gateway. The SecurePay Payment Gateway - An Australia Post business, fortified with dual firewalls, enciphers and transports your payment details, preventing anyone other than Bad Backs and your bank viewing your details.

Once your bank receives your payment details, the SecurePay Payment Gateway simply receives an instant response "transaction approved or transaction declined", as is the case with EFTPOS transactions. Our final receipt page will display this response from the bank.

If you have any concerns about the security of our website, please click here to contact us and we will address the issue immediately.

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Supply of Product

We may occasionally be out of stock of the product you ordered. If this happens we'll contact you without delay. Please ensure that you include your email address and daytime phone number.

If we're unable to fulfill the order, we'll discuss an alternate product or happily offer a refund.

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Last Modified: 15/4/2015