FAQs – Exoh

FAQ

Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us.

(If you have any questions regarding specific products, please go to the bottom of the product page where you will find the FAQ's that are specific to that product. Alternatively you can you contact us at hi@exohwellness.com and we will get back to you through email)

Shipping & returns

How does shipping and delivery work?

So you've made an order? Welcome to the Exoh family!

Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours.

Since Exoh has now launched into the US market, we are using a 3PL company to ship straight from our warehouse off shore. If you select this shipping option, you will need to be patient (up to about 14 working days). But in return, we will pay the shipping cost for you so you can have your favourite Exoh products delivered to you completely free.

We also offer Same-Day shipping via Australia Post. Place your order before 12pm, select option at checkout and we will ship it the same business day via Australia Post Express or Standard delivery. Australia Post orders that are placed after 12pm, will be shipped the next business day. As long as you are within the Aus Post express network, you should receive your parcel within 1-3 days or 3-8 days (depending on your shipping choice) after shipment!

As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow its journey.

*Please note:Although our couriers quote us these expected delivery times, sometimes life happens and they aren’t able to deliver within this timeframe. In such times, please be patient, we are always working hard to ensure things run as smoothly as possible.

How do I track my order?

Yay, time to celebrate – your order is on its way! After we pass your order to our selected courier we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the couriers site so you can follow the live tracking updates!

Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).

Alternatively, please contact us at hi@exohwellness.com for further assistance

Can I change my delivery address?

Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

*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.

To update your address, please contact us on hi@exohwellness.com

Do you ship internationally?

Yes, we are an Australian company based in Sydney, but now ship to the US market.

Shipping disclaimer

We are a small family owned Australian based business and always thrive to pack and send your orders from our local warehouses. However, we have gone viral on social media and in times where we have flash sales we may use a 3PL company to help us with the overwhelm of orders. In these cases your order may be sent from an offshore warehouse - typically from China.

You always will have the option to select Aus Post at checkout for faster shipping.

But please don't worry, there will be no compromise to the quality of your product and we will be right here if and when you need us.

We believe in our products so much that we back them by our 30-day risk-free trial.

Products Information

Do you offer wholesale or bulk purchase discounts?

Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us at hi@exohwellness.comfor more information!

*Please note: This is subject to stock availability.

Can I send an order as a gift?

Have a special someone who you think needs some of our products in their life? You can ship any Exoh product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!

*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!

Are you stocked in any stores anywhere?

Nope, it’s just us! Our Exoh products are only available on our online store here in Australia.

I have a question about a particular product

For product FAQ's, please see product pages. Eg, if you have a question about our red light therapy belt, please see FAQ's on the red light therapy belt page (you will need to scroll to the bottom).

Alternatively, you can send us your questions via email - hi@exohwellness.com

Returns and Exchanges

Do you have a returns policy?

Please take a minute to have a read of our return policy. We offer a 30-day risk free trial of our products, during which you can return them at any time.

However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:

1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.

2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.

3. Item(s) must be in the original packaging, which must be in original condition.

This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

4. If we receive items for refund that do not meet these conditions, then your refund will be denied. It is then up to you, the consumer to pay for your product to be shipped back to you.

5. All returns are at the cost of the customer.

*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

How long do I have to return the products?

We have a 30-day risk-free trial to allow you to try and see if the product is suitable for you! We think that's pretty cool.

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

We strongly encourage that you use a trackable method of shipping. If we don't receive the product, we cannot issue your refund.

Exoh is not liable for lost parcels coming back to us that are posted by you.

Refund will be made as soon as products arrives and checked by one of our staff.

You will receive a confirmation email once refund is processed.

Should you receive a refund for 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 would recommend contacting your bank or merchant directly.

Payments

How secure is your payment?

Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

What payment types do you offer?

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!

We have recently added payment options like Klarna and PayPal Pay in 4, enabling you to pay for your goods in instalments - so you can buy now and pay later!

How do I use a discount code?

Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). 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 in - 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 code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).

I forgot to use my discount code

Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team at hi@exohwellness.com and they will be happy to help correct this for you.