Frequently Asked Questions

Spinegear Help Centre

How can we help?

Find quick answers about ordering, delivery, tracking, returns, payments and using Spinegear products.

Ordering

Orders & changes

How do I know my order has been received?
After placing an order, you should receive an order confirmation by email. Please check your spam or junk folder if it does not appear in your inbox.
Can I change my order after placing it?
Please contact us as soon as possible. If the order has not entered fulfilment or been dispatched, we will check whether the requested change can still be made. Once an order has progressed too far through fulfilment, changes may no longer be possible.
Can I cancel an order?
Contact Spinegear as soon as possible if you wish to cancel. If the order has already been dispatched, you may need to follow the applicable returns process instead. Your statutory consumer rights are not affected.
Can I change my delivery address?
If the order has not yet been dispatched, contact us promptly and we will check whether the delivery address can be changed. We cannot guarantee an address change once fulfilment has started.
After purchase

Delivery & order tracking

How can I track my order?
When tracking information is available, you can follow it from your dispatch email or through our Track Your Order page. Carrier tracking normally becomes available after the order has been fulfilled and tracking information has been added.
Why is my tracking information not showing yet?
Tracking may take a little time to become active after dispatch. Check your shipping confirmation email first. If you still need help, contact us with your order number.
What should I do if my parcel has not arrived?
Check the latest carrier tracking and any delivery instructions first. If the parcel appears delayed or the tracking shows a delivery you cannot locate, contact Spinegear with your order number so we can review the available delivery information.
Peace of mind

Returns & refunds

Do you accept returns?
Yes. Returns are handled in accordance with our returns policy and applicable consumer rights. Because eligibility can depend on the product, condition and circumstances of the return, please review our Returns & Refunds information or contact us before sending an item back.
What if my item arrives damaged or there is a problem with it?
Please contact us promptly with your order number and a clear description of the issue. Photographs can also be helpful where the issue is visible. We will review the information and advise you on the appropriate next step.
When will I receive my refund?
Once an eligible return has been received and processed, any approved refund is issued to the applicable payment method. Your bank or payment provider may take additional time to display the funds.
Using Spinegear

Products, payments & support

Where can I find instructions for my product?
Start with the instructions supplied with your product and the relevant Spinegear product page. Our Health Advice section also contains practical guides for selected products and home-health routines.
Are online card payments secure?
Payments are processed through the payment methods made available at Shopify checkout. Spinegear does not ask customers to send payment-card details by email. Always complete payment through the secure checkout provided on the website.
Can Spinegear products replace professional medical advice?
No. Product information and Health Advice content are provided for general information and product-use support. They are not a substitute for diagnosis, treatment or advice from an appropriately qualified healthcare professional. Seek professional advice if you have concerns about your health or your results.
Still need help?

We're here to help

If you cannot find the answer you need, contact Spinegear Customer Support. Include your order number when your question relates to an existing order.

Contact Us Track an Order

Email: info@spinegear.co.uk