Questions about Products
How Is My Order Packaged?
All our gift boxes are shipped inside a mailing box for extra protection. There is no branding on the mailing box as we don’t want to spoil the surprise if you’re sending a gift.
Once the mailing box is opened, it reveals a beautifully presented unbranded magnetic box. It’s simple, yet elegant and the perfect box to repurpose, reuse or regift after the joy of unboxing has been experienced.
Can I Swap Out Products?
Each item in the box has a purpose and is handpicked with careful consideration to the individual theme and life area.
To stay true to the journey, we don't allow product swaps.
My Order Is a Gift. Do You Include Invoice or Pricing Information with the Delivery?
Absolutely NOT! The invoice is emailed to you directly at time of purchase and the gift box will only contain a personalised gift card of your choice, so they know who to thank.
Gifting is a great way to nurture connections and show someone you care, and we don’t want to spoil the surprise.
Can I Include a Personalised Message or Gift Card with my Order?
Definitely! This is what makes the gifting experience extra special.
You will be asked on the product page if your purchase is a gift. If you tick the box, you have the opportunity to add your personal message which will be handwritten by us on your chosen card.
Make sure you provide their email address so we can set up their access to The WellTrix Hub and their address so we know where to ship their gift.
Can I Place a Single Order for Multiple Boxes with Different Addressed to Friends, Family, Employees or Clients?
Currently, our system doesn’t allow us to do this. Each address needs to be a separate order to ensure your gift gets delivered to the correct home.
You can also reach out to us via the contact us page and we will make sure that it's as easy as possible for you.
Do You Offer Wellness Boxes Customised for Special Occasions, Events or Client/Corporate Gifting?
Absolutely! We would love to work with you to create the perfect wellness box for your special event, clients or colleagues.
It’s a great way to show appreciation and nurture important relationships with a tailored gift that will have an impact on their overall wellbeing.
Please complete the Contact form and we will be in touch within 24 hours (Monday to Friday) to discuss your requirements.
Questions about Shipping and Delivery
Do You Offer Free Shipping?
We offer FREE Standard Shipping for all orders over $200.
All orders over $200 can upgrade to Express Shipping for a small fee of $5.95
All orders under $200 are:
- 🚛 Standard Shipping: $14.95
- ✈ Express Shipping: $19.95
As a token of our appreciation , we subsidise a portion of the shipping costs for all orders.
When Will My Order Be Sent?
Your order will be shipped out within 24 hours from Monday through Friday.
Orders placed over the weekends or on Queensland public holidays, will be processed promptly on Monday or the next business day.
I Entered the Wrong Address for My Order. What Can I Do?
If your order has just been placed, please email us immediately via our Contact form with your order number and provide the correct delivery address. We will amend at our end prior to shipping.
If your order has already been shipped but not delivered, you have 2 options with Australia Post. Please follow the instructions here
If your order has already been delivered, unfortunately there is nothing we can do. Hopefully the recipient will contact us to advise the order doesn’t belong to them, in which case we will contact you immediately to let you know and discuss next steps.
Can I Organise Delivery for a Specific Day?
Unfortunately, we do not offer this option at this time.
How Do I Track My Order?
Once your order has been dispatched, you will receive the tracking number via email or SMS.
You can go to the Australia Post website, enter your tracking number, and check status.
How Long Will My Order Take to Arrive?
Delivery times will vary depending on lodgement and destination points.
View delivery speeds and coverage for sending within Australia.
The times below are general guidelines and not committed timeframes from Australia Post.
Standard Shipping: 2 - 6 business days
Express Shipping: 1-3 business days
Rural Australia: Depending on the state it can take longer.
Please note:
a. Shipping during the Christmas period, other busy holiday periods and major events may be slower than the timeframes mentioned above.
b. Unforeseen circumstances such as flooding, road disruptions etc. may delay the delivery of your parcel.
What Can I Do If Delivery Is Delayed?
We hope that this is not your experience, but once the parcel is in the hands of Australia Post, we have no control over delivery times. We can only be guided by their suggested timeframes and cannot accept any responsibility for late deliveries.
The AusPost app or their online tracking tool will show the expected delivery date.
If you still have not received your parcel 10 business days after the expected delivery date, then please lodge an enquiry on this link.
The Tracking Number Says It's Delivered, But My Giftee Hasn't Receive It.
There’s a number of reasons this can happen. Before lodging an enquiry, please do the following:
1. Check if someone else at home or in the workplace accepted the parcel on your behalf.
2. Check if the parcel has been left in a safe place. This could be under or behind something.
3. Check you provided the correct address at time of order.
4. Check if there is a notification card in the letterbox.
5. Check with your local Post Office in case it was delivered there, and the driver forgot to leave a notification card.
6. If the delivery address is an apartment, was the parcel taken to the reception?
If none of the above produce the parcel, please lodge an enquiry on this link
The driver will usually take a photo of where they left the parcel which you can obtain from this enquiry.
If your delivery location photo shows that your parcel was delivered correctly but it’s no longer there, contact your local police to report a stolen parcel.
What Should I Do If the Gift Box or Product I Received Was Damaged?
Please email us ASAP via our contact us with your order number and include clear photos of the damaged product and packaging.
We will be in touch to discuss with you.
Where Do You Deliver?
We deliver Australia wide to Metro, Regional and Rural locations.
Questions about General Things
Can I Change or Cancel My Order?
If you’d like to make any changes or cancel your order, email us via the contact us form ASAP. Please include your order number and details of the change you’d like to make.
If the order has not been processed, we will contact you to discuss.
Once your order has been processed, we are not able to make any changes or cancellations.
Can I Provide Suggestions or Ideas for Future Wellness Boxes?
Yes Please! We love our customers sharing the journey with us and are ever so grateful that you are taking the time to help create better experiences and connections.
Our goal is to deliver more of what you want and need and your feedback will help us to do just that.
Please email us via the contact us form and we look forward to exploring your ideas.
I Love My Gift Box From The WellTrix. How Can I Share This?
That is the best news ever! as your feedback is invaluable to us.
The best way to share your experience is by leaving us a Google Review , and if you are not camera shy, a video would be next level.
You can also tag us in any of your posts @thewelltrix #thewelltrix or email us directly via the contact page.
What Are Your Business Hours?
Our business hours are Monday to Friday from 9:00am – 5:00pm Queensland time (excluding public holidays).
Any queries or orders placed outside of our business hours will be promptly addressed once we are back at work the following business day.
I Have a Question That's Not Answered Here. How Can I Contact You?
Please email us via the contact form with your question and we will do our best to provide an answer for you within 24 hours during our business hours.