FAQ

How do I track my order?

Once your order has been processed and shipped, you will be able to track your order on our Track your order page. Please note: it can take up to 72 hours for your package to be trackable.

How can I cancel or change my order? Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If your order has already been dispatched at the time your email is being handled, you will need to go through our returns process. As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to cancel/change it. We cannot guarantee a cancellation/change of order after the order is placed so please select your items carefully.

SHIPPING

To Which countries do you ship?

We currently ship worldwide.

When will my order ship?

All orders typically ship within 24 to 48 hours. We strive to offer exceptionally fast shipping because we believe great customer service comes before everything else, however, due to local restrictions caused by COVID19 we are currently down to half staff. We apologize if your order experiences a delay, we're doing our best to ensure you get your packages as soon as possible.

My tracking page is not showing any updates?

Depending on the shipping option, it may take the shipping carrier up to 72 hours to update the tracking number. Please refer back to the tracking page later again for updates. Still not seeing any updates after 5 days? Contact us at support@healing-rock.com.

Can I change my shipping 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. If your order has been shipped, don’t panic! Please notify us immediately and we will try to pass on this change to our logistics service provider. *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!

Are there any customs and fees?

No, we make sure all import fees are paid! If you do get charged for any import fees, please forward us the receipt so we can refund you!

RETURNS & EXCHANGES

What are the return conditions?

Our returns guarantee entitles you to return or exchange your product for any reason within 14 days. You have the right to open the package and check the contents but the product must be returned unused to us.

How can I return my address? If you wish to return your product, please contact us at support@healing-rock.com with your order number. Check the Refund Policy page for more information. Do not send your product to any address that has not been provided by us.

Can I exchange my order for a different product?

Another item caught your eye? You can certainly return your item to us for an exchange. Please send us an email within 14 days upon receiving at support@healing-rock.com with your order number and the product you would like to exchange for.

How soon will I get my refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will be processed, and a credit will automatically be applied original method of payment, within 7 days after receiving.

My item arrived broken/faulty, what now?

Due to our firm packaging it may be unlikely for items to arrive broken. However, if this the case, please send us an email immediately at: support@healing-rock.com so our team can get a further investigation case opened