Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at admin@thespooniesociety.com.au

General

We are very excited to announce we have introduced a new Click & Collect feature to our store. We will be open for order collection from Monday to Friday 9am-3pm for pick ups only. You will receive a fulfilment confirmation email usually within 1-2 business days of your order and only once it has been fulfilled will it be ready for pick up. Please note we cannot put through any orders in person and our click and collect service is only for online orders.

Please note due to the current pandemic masks must be worn for click and collect services, customers must check in with the QR code on arrival and please ring the outside doorbell upon arrival. 

Located in Maribyrnong, Victoria.

Please make sure to follow the below guidelines before coming to collect your order

 - Bring along your confirmation email and have it ready for when you arrive
- Please only park on the street or the car park outside the Good Guys. 

 - Do not park in front of our roller door.

 - Please bring your phone along to check in with our QR code

*Click & Collect orders will only be held for 14 days after purchase date. If your order has not been picked up after 14 days, stock will be put back on the website and you will receive a credit note for your total order amount. We understand life gets in the way sometimes so please shoot us an email if you require us to hold onto it a few extra days.

We may not have processed your order just yet. Please be patient and allow up to 3 Business days for us to process your order. You will receive a tracking number once we fulfil your order. 

Make sure you’ve entered it properly with no spaces and keep In mind it is case sensitive.
Discount codes exclude Bundles! 

If your product is faulty or damaged The Spoonie Society will repair, refund or replace your product as required free of charge if notified within 7 days of delivery. Items that are damaged as a result of normal wear and tear are not considered faulty. Please email admin@thespooniesociety.com.au with your order number, name and photographs of the faulty product.

Please check your tracking number provided from our email sent to you upon your parcel being dispatched.  It generally takes 4-6 hours for shipping information to be updated. If the tracking states “no events currently found” this may because your parcel has not gone past a scanning point yet. If you become concerned please contact Australia Post or alternatively send us an email at info@thespooinesociety.com.au and be sure to quote your order number. 

Heat Packs

Would you believe that your heat pack can also be used as a cold pack?! Pop it in a ziplock bag and into your freezer!

We only recommend heating your heat pack up using a microwave with the instructions being found on the sleeve your heat pack is packaged with. We do not recommend our heat pack being warmed up in the oven or via any other method. Never leave your heat pack unattended while heating. 

Click here to watch a video on how to clean your Heat Pack. 

 

All heating times vary, please follow the instructions on your heat pack for optimum and safe heating. 60 seconds is usually a good place to start

All of our heat packs are made in the one size except our Wrap Around Heat Packs. Our Wrap Around Heat Packs are made using fire retardant velcro and cater to from an AU 6 to an AU 26. The fabric portion of the heat pack is the same between sizes and only the velcro length changes. 

 

If in-between sizes we do recommend sizing up as this allows for the heat pack to be worn lower down on the hips and accounts for days when bloating may occur. 

 

Size Chart

Size Small - Recommended for Women Size 6-10 | Men Size XS-M

Size Large - Recommended for Women Size 12-20| Men Size L - XXL

Size XL - Recommended for Women size 20-26  | Men Size XXL - 5XL

 

If you are still unsure about your size please send us an email and we will do our best to assist.