Frequently Asked Questions
Browse our FAQs below - if you can't find what you're looking for, send us a message here and the team will get back to you.
Do you ship Internationally?
We currently only ship within Australia. If you are however interested in international shipping, please click here to register your interest.
What is your Refund Policy?
Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong decision. To view more on our Returns Policy, please click here.
Do you sell Gift Cards?
Not at the moment however we will be considering this option in the future.
Payment Security
Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction and it is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express.
PO Boxes & Parcel Lockers
We ship to PO Boxes in Australia. We also ship to Australia Post Parcel Lockers.
Pre-Orders
Items that are on pre-order will be dispatched from the dates specified in the product description. This is not a delivery date if you have any questions relating to the delivery process please feel free to contact us via our contact us page. If your order contains any items that are on pre-order, we will only be able to dispatch your order once all of the items are ready to go. If you require an in-stock product sooner, please place a separate order.
Discount codes
Discount codes need to be applied at time of purchase in the checkout stage and will not be applied to any order beforehand. Please make sure you’ve entered it properly with no spaces and keep In mind it is case sensitive. Keep in mind that discount codes exclude any bundles we have up for sale. All of our discount codes have validity time frames - please make sure its still in date for use, otherwise reach out and we can give you a hand!
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Where is my Heatpack made?
Our products are designed and made between our Family Farm in Kumbia, and home in Toowoomba, Australia. We work hard to produce our heat-packs and always try to achieve high quality products. Please note that as all our heat-packs are individually made by hand, every item is unique and there may be slight variations.
Do I need to sign for my delivery?
Orders being delivered to a commercial address or a residential unit will require a signature. All other deliveries will be left at the premises if it is safe to do so.
How do I track my order?
Once your order has been dispatched, you will receive an email confirmation with your tracking number. If you don’t receive this, please check your junk e-mails. If you still cannot find this confirmation email, please let us know, by emailing us at info@kumbiaheatpacks.com.au
What if I would like to stock your products in my Store?
We would love to hear from you! Please note Kumbia Heatpacks' products cannot be resold without a current wholesale agreement.
Please apply for our wholesale program through the link by clicking here.
I have questions about my Heatpack?!
We're here to help. Please visit the Heatpacks Tips page to view more heat-pack specific FAQs or alternatively, feel free to reach out via our contact us page.