FAQs

GENERAL

What is the history of Deep Heat?

Deep Heat has been around since 1956 providing temporary pain relief products to Australians.

ORDERING

I made a mistake. Can I change my order?

Once an order has been placed, it joins a queue for immediate processing and dispatch. We are therefore unable to make any changes, additions or amendments to any order. 

PAYMENT

What payment methods do you accept?

We accept many forms of payment including:

 

  • Afterpay* (available soon)
  • Paypal
  • Visa
  • Mastercard
  • Amex
  • ApplePay
  • GooglePay
  • Shopify Pay

Do your prices include GST?

Yes. All products include GST.

I don't have a credit card. Can I still order online?

Yes, you can pay using PayPal.

Visit the Paypal website for more information.

How much does delivery cost?

ORDERS OVER $80
We provide FREE SHIPPING to anywhere within Australia

ORDERS UNDER $80
$9.95 Flat rate shipping to anywhere within Australia

International shipping costs are calculated at the checkout.

How long will it take my order to arrive?

Your order will be processed and dispatched within 2 business days.

Australian deliveries should receive your parcel within 2-7 business days after being dispatched from our warehouse.

International deliveries  should receive your parcel within 10-14 business days after being dispatched from our warehouse. Delays may occur due to customs clearance, which we have no control over.

Who will deliver my order?

Australian deliveries will be delivered by Australian Post.

International deliveries  will be delivered by an international courier available in your country.

Do you ship internationally and which countries?

We ship to over 100 countries.
These are some of the major countries below we deliver to regularly:

  • New Zealand
  • United Kingdom
  • Ireland
  • France
  • Spain
  • Germany
  • Belgium
  • Netherlands
  • USA
  • Canada
  • Mexico
  • South Africa
  • China
  • Hong Kong
  • India
  • Indonesia
  • Japan
  • Phillipines
  • Singapore
  • Thailand

For more details on which country we ship to use our cart's shipping calculator.

Please contact us if you cannot find your country.

What happens if I am not at home to receive my order?

In the event that no one is available at your address to accept delivery, the courier will attempt to find a safe place to leave your order. If the courier cannot find a safe place, a card will be left and your order held at your local Australia Post Office ready for your collection. It is a good idea to collect your order as quickly as possible because Australia Post outlets often have time limits for holding deliveries.

What do I do if my order has missing, damaged or incorrect items?

Please contact our customer care team immediately.

How do I know when my order will be delivered?

As soon as your order is dispatched, an email will be sent to let you know the tracking details so you can follow your delivery for arrival estimate.

REFUNDS & RETURNS

I have changed my mind. Can I exchange or return my products for a refund?

We do not accept refunds or replacements, if you change your mind.

Once an order has been placed, it joins a queue for immediate processing and despatch.

We are therefore unable to make any changes, additions or amendments to any order.

How do I get a refund? How long does it take?

Please read our Refunds & Returns Policy for further information.

PRIVACY & SECURITY

Where can I find your privacy policy?

Privacy is very important to us. Please view our Privacy Policy.

How secure is my personal details and credit card information?

When you place an order, you will be asked for the following personal information: your name; e-mail address; delivery address; and telephone number. We may share this information, and only that information which is absolutely necessary, with those third parties that are involved in the processing of your order. For example, the financial institution that issued your credit card and the shipping carrier that delivers your order.