Returns and Exchanges

Do you have a returns policy?

Yes! We are extremely confident that you will love the Recova-Gun. However if you do not find the Recova-Gun suitable for you we do offer a 30-day returns policy.

The product being returned must be in an unused condition and returned along with the carry case it arrives in, as well as all additional heads and the charging cord.

If your return item arrives without the carry case or the attachments, or it is deemed unfit by our team for any reason we reserve the right to deny your refund.

If you need to return your Recova-Gun please email our team at contactrecoveryhq@gmail.com with your order name and number, as well as the reason why you would like to return your Recova-Gun.

Our Customer Service Team will then ask a few mandatory questions regarding your return, and from here you will be sent a free return shipping label that is required to be attached to your original packaging before being shipped back.

 

How long do I have to return my Recova-Gun?

We offer a 30 day return period, for more information please refer to our returns policy. 

 

Can I return my order for a refund?

You can certainly return your Recova-Gun  for a full refund, provided it is returned within 30 days.

 

How long does it take for my return/exchange to be processed?

 

It is highly recommended that you send through a photo of your receipt from the post office as proof of your return being lodged! As soon as we have this information, your exchange or refund will be processed immediately! If you forget to grab the receipt, our team will need to wait until your parcel gets back to our warehouse before any further steps are taken.

 

How long does it take for my refund to be processed?

Should you decide to refund your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we recommend contacting your band or merchant (e.g. Afterpay) directly.

 

Delivery

How does delivery work?

We use Australia Post for most of our deliveries and deliver to Australia. You can expect your parcel within 2-14 business days from when it leaves our warehouse.

When we ship the order, you will receive a confirmation email with a tracking number. Australia Post will also send you a follow up email that says your deliver from Recovery HQ is on its way. Please allow 24 hours for events to scan up, the system takes a day or so to catch up. If your order does not arrive within 30 business days, please contact us so that we can follow it up with Australia Post. 

  

Australia Post Delays

Australia Post is currently experiencing significant delays across the country due to ongoing COVID-19 restrictions. Unfortunately, because this is an issue on Australia Post’s end, we are not in control of any delivery delays or extended processing times on their part.

 

Shipping

How much do I pay for shipping?

Shipping prices are calculated as you checkout. There is however a flat rate of $10, using Australia Post. 

 

How do I track my order?

After your parcel arrives at Australia Post, a shipping confirmation email will be sent directly to you containing a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the tracking live.

 

I think my order is lost/hasn’t been delivered?

If your item still hasn’t been delivered within 30 days, please contact us and we can launch and investigation with Australia Post. Please keep in mind that  Australia Post quotes 2-14 business days for delivery, but life can get very busy so sometimes these timeframes are not met.When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.

 

Please note: Once we pass your Recova-Gun order to Australia Post, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by Australia Post. We can contact them on your behalf to resolve any issues. 

 

Can I change my shipping address?

Provided that your order has not been shipped, please send us the new details and we can change this over for you.

If your order has been shipped, don’t panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.

Please note: We can only send your order to the address you provide on your order – if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully.

 

Do you ship internationally?

At this stage, Recovery HQ only ships to Australia. But stayed tuned, we have big things coming!

 

Recova-Gun

How is my Recova-Gun packaged?

We are just as excited as you are for you to receive your Recova-Gun! It is packaged within its carry case and its mailing box, with a mailing sachet as extra protection!

 

What are the Care Instructions?

When not relieving your tight muscles with the Recova-Gun, it should be stored in its carry case for extra protection. If the red light is present, this indicates that it has a low battery, and requires charging. 

 

 

Payment

 How secure is my payment?

We use Shopify payments which is an extremely secure and highly encrypted system designed to protect customers and hold merchants accountable.

 

What payment types do you offer?

We accept majority of payment methods, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. For the more tech-savvy, we offer GooglePay and ApplePay too!

Need a little longer to pay for your Recova-Gun? We offer Afterpay and ZipPay payments plans for Australian customers only.

 

Do you have payment plan options?

We have two other payment plans available, you can select from either Afterpay or ZipPay, provided you are in Australia.

Please note: These are separate companies to us and you will need to create an account with either of them.

 

How do I use a discount code?

Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code – make sure to click ‘Apply’ This is offered before the payment page so you’re totally aware of how much you can save.

Please note: Only one discount can be added per order.

 

What currency is the store in?

All of our pricing is listed in Australian dollars (AUD).

 

Contact Us

 I need to cancel or change my order!

Please email at contactrecoveryhq@gmail.com us ASAP with the subject heading ‘CHANGE’ or ‘CANCEL’ and we will do our best to carry out your request. If it has already been dispatched from our fulfilment warehouse, you will need to go through our returns process.

 

How do I contact you?

Our best form of communication is email (contactrecoveryhq@gmail.com).

 

I have an issue with my order, how do I fix it?

Please contact us ASAP via our email (contactrecoveryhq@gmail.com) with your issue and we will respond as soon as possible!

 

Where are you located?

Our Recovery HQ warehouse is located on the Gold Coast, Australia.

 

How do I join your email list to receive exclusive discounts?

You can simply sign up to our mailing list by emailing us at contactrecoveryhq@gmail.com and asking to jump on board.