Frequently Asked Questions

Orders & Shipping

How long does delivery take?
All Oneside orders are dispatched from our international warehouse and delivered to Australia in 8–15 business days from dispatch. We'll send you a tracking number once your order ships so you can follow it end-to-end.

Do you offer free shipping?
Yes — free shipping on every order, no minimum spend. It's automatic at checkout, no code needed.

Can I track my order?
Absolutely. Once dispatched, you'll receive a tracking link via email. Use that link to see exactly where your parcel is. If you can't find your tracking email, check your spam folder or email us at info@supportoneside.com.

Do you ship to all Australian states and territories?
Yes — we ship Australia-wide including regional areas, NT, and WA. Delivery to remote areas may take a couple of extra days.

My order is late — what do I do?
If your order hasn't arrived within 20 business days of your dispatch confirmation, contact us at info@supportoneside.com and we'll investigate with the carrier straight away.

Returns & Refunds

What's your returns policy?
We offer a 30-day returns policy. If you're not satisfied with your purchase for any reason, contact us within 30 days of receiving your order and we'll arrange a return or replacement. Items must be in original condition and packaging.

My item arrived damaged or faulty — what happens?
Email us at info@supportoneside.com with your order number and a photo of the issue. We'll send a replacement or issue a full refund — no need to return the damaged item in most cases.

How long do refunds take?
Once we confirm your return or refund, it's processed within 3–5 business days. Depending on your bank, it may take a further 2–5 business days to appear in your account.

Products

Are your products covered by a warranty?
Yes. All electrical products (massage guns, EMS devices, etc.) come with a 12-month warranty against manufacturing defects. For other products, contact us and we'll work it out on a case-by-case basis.

Are these products safe to use?
All products sold on Oneside are certified and tested to international safety standards (CE, RoHS, FCC where applicable). Always read the product instructions before use. If you have a medical condition, consult your doctor before using recovery devices.

Can I use a massage gun if I have an injury?
For active injuries, bruising, inflammation, or broken skin — no. Use recovery tools only on healed muscle tissue. If you're unsure, ask your physio or GP first.

General

How do I contact Oneside?
Email us at info@supportoneside.com. We aim to respond within 24 hours Monday–Friday. We're real people — not a bot.

Do you have a physical store?
Not yet — we're online only for now. This keeps our costs low so we can pass the savings on to you with free shipping and competitive prices.