Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at info@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 Tuesday 9am-1pm and Fridays 9am- 1pm 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 fullfilled 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 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 don't park in marked car parks, only park in unallocated car parks. 

 - Do not park in Unit 1's parks or in front of our roller door.

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

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. 

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 info@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

It sure can! You can put it through a gentle machine wash, or you may spot clean with a wet wipe. Alternatively you may also wash it by hand. Make sure you do leave it to dry in the sun NOT a clothes dryer. 

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.

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