Everything you need, answered up front. Can't find your question? Contact us — a human replies within 24–48 business hours.

Orders & Modifications

Can I change my shipping address after ordering?

Yes — within 6 hours of purchase. Email us via the Contact page with subject “ORDER CHANGE + order number”. After 6 hours your order enters automated dispatch and changes can no longer be guaranteed. Full details: Order Processing & the 6-Hour Window.

Can I cancel my order?

Yes, within the same 6-hour window, for a full and immediate refund. After that, wait for delivery and use the 30-day return instead.

Can I change colour or add an item?

Within the 6-hour window, yes — same process. Adding an item is usually faster than placing a second order (and may push you over the A$120 free-shipping threshold).

I entered the wrong email and got no confirmation.

First check spam/promotions. Still nothing? Contact us with your full name and shipping address and we'll locate the order and fix the email.

Delivery & Tracking

When will my order ship?

Within 24–48 business hours of purchase. You'll get a tracking email at dispatch.

My tracking isn't updating.

The first scan can take 24–72 hours after the tracking email — the parcel is moving before carriers scan it. This is the single most common worry and it's almost always nothing. If tracking is frozen for more than 5 business days, contact us and we'll open a carrier investigation.

How long will delivery take?

After dispatch: AU/NZ 6–12 business days; US/CA/UK/EU 8–15; rest of world 10–20. Full breakdown: Shipping & Delivery.

Tracking says “delivered” but nothing arrived.

1. Check around your property (porch, mailbox, parcel locker, reception).
2. Ask household members and immediate neighbours.
3. Confirm the address on your order confirmation.
4. Allow 24 hours — carriers sometimes scan “delivered” slightly early.
5. Still missing? Email us — every parcel is insured, and we'll replace or refund a confirmed loss.

Will I pay customs or import fees?

Most orders clear without charges under your country's threshold. If duty/VAT applies, it's charged by your government and payable by you — see Customs & Import Duties.

Do you ship to my country?

We ship worldwide, insured, with tracking. If checkout accepts your address, we deliver to it.

Returns & Refunds

How do I return something?

Email us within 30 days of delivery; we send the return authorisation and your nearest returns-warehouse address; ship tracked; refund processed within 3 business days of receipt. Step-by-step: Returns & Refund Policy.

Who pays return shipping?

Faulty or wrong item — we do. Change of mind — you cover postage, everything else refunded.

When do I get my money back?

Approval within 3 business days of warehouse receipt, then 5–10 business days for your bank to post it.

My item arrived damaged.

Photo of parcel + item to us within 7 days — in most cases we replace immediately with no return shipment. Insurance covers it.

Devices, Setup & Warranty

Will the plug work in my country?

Mains-powered devices (Lumina™ panel, ThermaCloud™) ship with the correct plug for your region (AU/US/EU/UK). USB-C devices (Pulse™ Pro, RollWave™, AirLoop™) charge from any standard USB-C adapter worldwide.

Do KINESTRA devices need an app or subscription?

No. Never. Every feature works out of the box, offline, forever. It's the founding rule of the brand — see Our Story.

How loud is the Pulse™ Pro?

About 45dB at mid-speed — quieter than normal conversation. You can use it while watching TV without subtitles.

Is red light therapy safe?

The Lumina™ uses low-level 660/850nm LEDs, the wavelengths studied for cosmetic and recovery use. Don't stare directly into the LEDs, and consult your doctor if you're pregnant, photosensitive, or taking photosensitising medication. KINESTRA devices are wellness products, not medical devices.

What does the 12-month warranty cover?

Any fault under normal use — repaired or replaced free, shipping included. Claims via the Contact page.

Security & Payments

Which payment methods do you accept?

Visa, Mastercard, Amex, Apple Pay, Google Pay, PayPal — in your local currency at checkout.

Is my payment information safe?

Yes — 256-bit SSL encryption, PCI-DSS Level 1 processors, and we never see or store your card details. More: Pricing & Transparency.

Are there hidden fees?

None. Price + shipping (free over A$120) is everything, taxes included where applicable.