Frequently Asked Questions

For stocked lines we offer standard shipping within (5-7 business days). Some products are manufactured or sourced to order from our supply partners. If the likely time frame for delivery despatch is beyond 5 to 7 working days we will communicate with you to ensure you are comfortable with expected lead times.

We conduct our business according to the Australian Consumer Law (ACL), which acknowledges your rights and entitlements as a customer. You have 30 days from your original purchase date to return eligible item(s). Items must be returned in 'like new' condition with all paperwork, packaging, parts, and accessories. Please note that some items may be final sale and non-returnable - we will always let you know if this is the case. Please refer to our comprensive returns policy at https://badbacks_new/returns-policy/

See our Returns Policy for detailed instructions on how to return your purchase. Contact our Customer Service team on FreeCall 1800 615 666 (within Australia only) for assistance. Items must be returned in 'like new' condition with all original packaging, parts, and accessories to ensure full credit.

Returns take 2-10 business days to reach our warehouse. Once received, your return will be processed within 3-5 business days. For refunds, your financial institution can take an extra 3-5 business days to clear the funds back into your account. We'll email you updates throughout the returns process.

You will be refunded the same way you paid:

• Credit card or PayPal: Refunded to the same account your payment came from
• Bad Backs Gift Card: Reissued as a new voucher code via email
• Part credit card, part voucher: Credit card amount refunded to original account, voucher amount reissued as new code

Please note that courtesy and promotional vouchers are non-refundable.

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.

Large Items (Non-returnable due to shipping costs):
Mattresses/foundations, adjustable bed frames, electric (adjustable) bases, massage chairs, office chairs, indoor/outdoor zero gravity recliners, desks, and workstations.

Bedding (Non-returnable once opened due to health codes):
Pillows, body pillows, leg & bed wedges, mattress overlays/toppers, pillow covers and mattress covers.

Personal Items (Non-returnable once opened):
Neck and travel supports, back & joint supports, hand held massagers, seat cushions, hot/cold packs and foot health products (excluding Orthaheel products).

Discontinued/Clearance Items:
Considered final sale and non-returnable. Please do not ship these items back as we cannot issue credit.

We ask that you read all relevant product information and choose carefully, as we cannot provide a refund if you simply change your mind or make a wrong selection. However, if you are not satisfied with an item and it is not a returns excluded item, you may return it within 30 days of delivery for a full refund of the purchase price (less freight charges if applicable) or product exchange. The item must be in 'like new' condition with all original packaging and accessories.

Yes, you can exchange for a different size of the same item. Contact our Customer Service team to help resolve this as fast as possible. Once your item is received, we will process your return within 1-3 business days. You can enclose an Australia Post Pre-Paid return post bag for your exchange, or we can ship the replacement back via our carriers at cost to you.

We aim to provide 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. Contact us for immediate assistance.

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. We'll work quickly to get you the correct item and arrange return of the incorrect one.

Returned products must include their original 'product packaging'. If you are missing the original delivery box or satchel, we may deduct a 20% restocking fee from your credit. Please use a similar sized cardboard box or plastic delivery satchel and ensure you pack your return safely so we receive the items in their original condition. At our discretion, if returned items are received in an unsellable condition, we may decline your refund request.

Once your order ships, you'll receive a tracking number via email. You can also log into your account to view order status and tracking information. Tracking updates typically appear within 24 hours of shipment.

We accept all major credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, and Google Pay. All transactions are secured with SSL encryption for your protection.

Click "Sign Up" in the top right corner of our website. You'll need to provide your email address and create a password. Account creation allows you to track orders, save favorites, and checkout faster on future purchases.

Our customer support team is available Monday-Friday, 9 AM to 5 PM EST. You can reach us via email at [email protected], phone at 1800 815 666, or through our live chat feature on the website.

We offer 6 convenient ways to pay:

1. Credit Card Online: The simplest and most convenient way. We accept Visa and MasterCard with highly secure encrypted payment processing.

2. Pay by Phone: Call 1800 615 666 (Mon-Fri, 9am-5.00pm AEST) within Australia. We accept Visa, MasterCard, and AMEX (AMEX may incur surcharge).

3. Pay by Cheque or Money Order: Print your Payment Invoice and mail to: Bad Backs, 1 Abbott Lane, Cammeray NSW 2062. Make cheques payable to "Bad Backs". Please note that orders paid by cheque must be cleared before we can dispatch your purchase.

5. Pay via PayPal: Simple and easy! Select 'Pay with PayPal' when placing an order. You'll be taken to the PayPal website to securely login and complete your transaction.

6. ZipMoney - Interest Free: Available on selected products. Pay for your purchase with flexible monthly payment plans. ZipMoney provides the flexibility to buy today and pay later on an interest-free payment plan.

Absolutely! If you prefer not to pay online, you can complete your order and select alternative payment options. After clicking "Finalise" you can print your order and complete payment by:

• Phone: Call 1800 615 666 (free within Australia)
• Fax: Complete payment details and fax to 1800 615 666
• Cheque/Money Order: Mail to Bad Backs, 1 Abbott Lane, Cammeray NSW 2062
• PayPal: Select 'Pay with PayPal' during checkout for secure payment

Our friendly customer service team is available Mon-Fri, 9am-5.30pm AEST to assist you.

Yes! We've partnered with ZipMoney, Afterpay and Paypal to offer flexible, interest-free payment plans on selected products. These are a safe, simple and convenient way to pay for your products over time, giving you the flexibility to buy today and pay later. We're looking to expand our interest-free options going forward.

All prices and charges are shown in Australian dollars (AUD). We maintain fair pricing policies for all Bad Backs customers regardless of location or quantities purchased.

Yes, all prices and charges are inclusive of the Goods and Services Tax (GST) for those products and services that attract GST. Please note that some health-related services and products are deemed exempt from GST due to current Australian Government legislation.

Across Australia, Bad Backs retail stores' product range and prices may vary from our online store. We suggest phoning our Customer Service Team at your nearest Bad Backs Store for specific information about in-store pricing and product availability.

Yes! When shopping at Bad Backs Stores you may be eligible for a rebate from your Private Health Fund on selected 'back care' items. We have secured provider numbers from a number of Australian Private Health Funds for various product categories. Some Funds only require a Tax Invoice receipt for rebate claims.

Eligible products include therapeutic items from the Federal Government's Guide to Health Aids:

• Manually & electronically operated adjustable beds
• Pressure management mattresses and overlays
• Back rests & leg rests
• Various wedges
• Posture support seating
• Upper and lower limb braces
• Hand splints
• Orthotics
• Special cushions designed for people with illness/disability

Important: Private Health Fund rebate criteria varies significantly. Some require in-store only purchases, while others accept online purchases. We strongly recommend contacting your Fund prior to purchase to:

• Clarify if you're eligible for a rebate
• Confirm the amount you can expect to receive back
• Understand their specific purchase requirements

Contact us for more information about provider numbers and rebate processes.

Bad Backs uses the highest industry-standard security on all transactions. We want you to shop with confidence, which is why we've taken every possible measure to ensure your confidential details are protected.

Our Security Features:
• Superior Secure Sockets Layer (SSL) encryption technology
• GeoTrust True BusinessID® with EV SSL certificate
• Up to 256 Bit encryption with GeoTrust® Smart Seal
• Square Payment Gateway
• Dual firewalls for maximum protection

When you place an order, your payment details are separated from your order and passed directly to your financial institution via our Square Payment Gateway. This prevents anyone other than Bad Backs and your bank from viewing your details. Placing an order online is just as safe as giving your credit card number over the phone.

We may occasionally be out of stock of the product you ordered. If this happens, we'll contact you without delay using the email address and daytime phone number you provided during checkout.

If we're unable to fulfill your order, we'll discuss an alternate product or happily offer a full refund. We're committed to keeping you informed throughout the process and finding the best solution for your needs.

We will send you tracking information for your order.

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 & warranty conditions provided.

Australian Consumer Law Protection:
All goods sold in Australia come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nine Consumer Guarantees:
• Acceptable quality
• Fit for a particular purpose
• Match description
• Match the sample or demonstration model
• Express warranties will be honoured
• Spare parts and repair facilities will be available for a reasonable time after purchase
• Title to the goods
• Undisturbed possession of the goods
• No undisclosed securities on the goods

Consumer guarantees cannot be excluded and are in addition to any extended warranty you purchase or any voluntary warranty (warranty against defects) you are given. Product specific warranty information can be found directly from the product page, or contact us for more information.

For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.