Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does shipping and delivery work?
Once you place your order, it is processed within 24–48 hours and shipped directly from our fulfillment partner.
How much do I pay for shipping?
We offer free shipping across Australia & NZ. International shipping rates (if applicable) are calculated at checkout.
When will my order arrive?
Australian orders typically arrive within 5–10 business days, depending on your location.
How do I track my order?
As soon as your order ships, you’ll receive a tracking link via email so you can follow your delivery in real time.
Help, I think my order is lost/hasn’t been delivered?
If your order is delayed or hasn’t arrived within the expected timeframe, please contact us and we’ll sort it out for you promptly.
Can I change my shipping address?
If your order hasn’t been shipped yet, we may be able to update your address. Contact us as soon as possible.
Do you ship internationally?
Currently, we primarily ship within Australia & NZ. If international shipping is available, it will be shown at checkout.
Are there any customs/import fees?
For Australian & NZ orders, there are no customs or import fees. Any international fees (if applicable) are the responsibility of the customer.
Product Questions
What is NeckCuddle™ and how does it work?
NeckCuddle™ is a heated neck and shoulder massager designed to relieve stiffness, soreness, and muscle tension using deep-kneading massage and optional heat therapy.
Who is NeckCuddle™ suitable for?
It’s perfect for adults of all ages — especially office workers, seniors, drivers, and anyone experiencing neck or shoulder discomfort.
Can I use NeckCuddle™ daily?
Yes! NeckCuddle™ is safe for daily use. Most customers enjoy sessions of 10–15 minutes.
Do you offer wholesale or bulk purchase discounts?
If you’re interested in bulk or wholesale orders, please contact us directly.
Can I send an order as a gift?
Yes — NeckCuddle™ makes a thoughtful gift. Just enter the recipient’s address at checkout.
Are you stocked in any stores anywhere?
At the moment, NeckCuddle™ is available exclusively online to keep prices affordable.
Returns & Exchanges
Do you have a returns policy?
Yes — we offer a 30-day risk-free trial on all NeckCuddle™ orders*
How long do I have to return the products?
You have 30 days from delivery to request a return.
Can I return my order for a refund?
Yes. If you’re not satisfied for any reason, simply contact us and we’ll guide you through the return process.
Do I have to pay for returns?
Return shipping costs may apply unless the product is faulty or damaged.
How long does it take for my return/exchange to be processed?
Once we receive the returned item, processing usually takes 3–5 business days.
How long does it take for my refund to be processed?
Refunds are typically processed within 5–10 business days, depending on your payment provider.
Payment
How secure is your payment?
Yes. All payments are processed using secure, encrypted checkout systems.
What payment types do you offer?
We accept major credit/debit cards and other secure payment options available at checkout.
Do you have payment plan options?
If payment plans are available, they will be shown during checkout.
How do I use a discount code?
Enter your discount code at checkout before completing your payment.
I forgot to use my discount code!
Contact us as soon as possible and we’ll do our best to help.
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at EMAIL. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your NeckCuddle™ stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our NeckCuddle™ HQ is located in Meblourne. Your NeckCuddle™ products start their journey to you from our warehouses in Sydney and Melbourne.
*Please note: Our NeckCuddle™ HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.