Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at


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.

Located in Maribyrnong, Victoria.


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

- Please press door bell on the front door and one of our lovely staff will open and greet you.

- 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.


*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.

Discount codes need to be applied at time of purchase in the checkout stage and will not be retroactively applied to any order, Same also applies to any sales that occur.

Make sure you’ve entered it properly with no spaces and keep In mind it is case sensitive.

Discount codes exclude Bundles! 

All of our discount codes have validity time frames - please make sure its still in date for use.

Only one discount code may be used at a time, you cannot stack discount codes our system will not allow it. 


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 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 and be sure to quote your order number. 

Are you looking to stock our beautiful products in your retail store, health clinic or gift box? Maybe you want us to design custom heat packs for you with your choice of print, your tags, and your brand on the packaging? We can do it! 
Please note The Spoonie Society products cannot be resold without a current wholesale agreement. 
Please apply for our wholesale program through the link
We can also do invoices for the NDIS to be paid by a plan manger
please email with the following information

Full shipping address

NDIS number

What products you are after including style, print, size

Email address

Please note the items won’t be posted until the order has been paid and that does depend on the plan managers speed.


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. 

How to heat your Spoonie Society Pack video below-


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

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


Below are some tips and tricks from seasoned Hot & cold pack users (us)


*Ziplock bag, into freezer ta-da cold pack

*Always fold pack to heat- Pinch your wrap or rectangle between both hands in the middle and let lupins fall to either end, this will help folding to pop in microwave. The way it should be folded is also the way you will recieve it from us when wrapped in the instruction sleeve.

*If your size not in stock but the next size up is, you can purchase that size and cut the velcro down (with sharp scissors) to your perfect fit.

*Want relief on the front and back of your body at the same time, use 2 wrap arounds and pop one secured on the front and one secured on the back, just be sure to heat them up individually.

*Wait until at room temperature to go from hot to cold or cold to hot.

*Keep velcro as clean as possible to avoid it becoming less affective and a hazard.

* Be sure to store your Hot & Cold pack in a dry and clean location when not in use.