FAQs
Questions people ask before they order
If your question isn’t answered here, email hi@evercomfort.co and a real person will get back to you within 2 business days.
Shipping & delivery
How long will my order take to arrive?
Most orders arrive within 5 to 9 business days from the day you order. That’s the honest window, not a best case. If day 9 comes and goes and there’s still nothing at your door, email us at hi@evercomfort.co and we’ll chase it up.
Where do you ship from?
Your order ships from one of our warehouses around Australia. So it’s a domestic delivery, not an overseas one. That’s why it’s quick, and why there’s nothing to pay at the border.
How much is shipping?
Two options at checkout, both with the same delivery window:
- Free Priority Delivery (5–9 Days) - $0
- Premium Insured Delivery (5–9 Days) - $2.95
What’s the difference between the two shipping options?
Both move at the same speed. The $2.95 Premium Insured option adds cover for the rare case where a parcel goes missing or gets damaged on the way to you, so we can replace it without any back and forth. Free Priority is fine for most people. Insured is there if you’d rather not think about it.
How do I track my order?
You’ll get an email with a tracking number as soon as your parcel is on its way. Click the link in that email to see where it is. If it hasn’t shown up within a couple of days of ordering, check your junk folder first, then email us at hi@evercomfort.co.
My tracking hasn’t updated in a few days. Is something wrong?
Usually not. Tracking often sits still for a day or two between scans, especially over a weekend or while a parcel moves between depots. If it’s been more than five business days with no movement, email us and we’ll find out what’s happening.
Why did my order arrive in more than one parcel?
If you ordered more than one item, they may be picked and packed at different times, so occasionally they travel as two parcels rather than one. You will get a tracking number for each. If one turns up and the other hasn’t within a couple of days, email hi@evercomfort.co and we’ll chase it.
Do you ship outside Australia?
No. We only ship within Australia, which is also why there are no customs charges or import fees to pay on your order.
Returns & refunds
What is your returns policy?
You have 30 days from delivery to decide. If the product isn’t right for you, email hi@evercomfort.co within that window and we’ll sort out a refund. No unusual conditions, no restocking fee, and return postage is on us.
How do I start a return or refund?
Email hi@evercomfort.co with your order number and a line about what went wrong. We’ll reply within 2 business days with exactly what to do next. That’s the whole process — there’s no form to fill in and no portal to log into. If anything needs to come back, we’ll email you a return label.
Do I have to post the product back?
Sometimes, and it depends on the product and what’s happened. Email us before you send anything back - for some returns we can settle it without the item coming back at all. Either way we’ll tell you exactly what’s involved before you spend a cent and if it does need to come back, we’ll email you a return label, so return postage is on us.
My item arrived damaged or faulty. What now?
Email us a photo or short video showing the problem, along with your order number. We’ll sort a replacement or a refund, your choice, and tell you whether anything needs to come back before you do a thing. If it does, we’ll email you a return label. Do this as soon as you notice, so the parcel details are still fresh with the warehouse that packed it.
Can I return it if I just changed my mind?
Yes. Change of mind is covered inside the 30 days, same as anything else, and return postage is on us. We’d rather you had your money back than a cushion you never use.
How long does a refund take to come back to me?
We process refunds as soon as we’ve agreed one with you, and you’ll get an automatic email confirming it. Your bank or PayPal then takes a few business days to put the money back on your statement. That last part is out of our hands.
What if my 30 days have passed?
Email us anyway and tell us what’s happened we’d rather hear from you than not. The 30-day window is our own policy, so if something goes wrong with your product well after you bought it, get in touch and we’ll see what we can do.
The products
Which product is right for me?
Match it to where you actually ache. Sore lower back at a desk or behind the wheel, SpineEase™ Lumbar Support. Tailbone sore after long sitting, SitRight™ Comfort Cushion. Neck stiff in the morning, NeckEase™ Sleeping Pillow. Hips and knees unsettled as a side sleeper, ComfortCurve™ Knee Pillow.
What are they made of?
All four are memory foam, contoured for one specific spot on the body. The SitRight™ uses high-density memory foam with a non-slip base. The NeckEase™ has a scooped centre and breathable mesh side panels.
Do the covers come off for washing?
The NeckEase™ cover zips off and goes straight in the machine, and it’s hypoallergenic. The ComfortCurve™ knit cover unzips all the way round, and the SpineEase™ cover is removable too. For the foam itself, spot clean with a damp cloth and let it air dry fully, never put memory foam in the machine.
How firm is the foam?
It’s memory foam, so it gives under your weight and holds the shape rather than staying rigid or squashing flat. The SitRight™ in particular is high-density, which is what keeps it supportive through a long day of sitting instead of bottoming out. Expect firm support with a bit of give, not a soft pillow-top feel.
Will it fit my chair or my bed?
The NeckEase™ is 37 × 63 cm, which fits a standard pillowcase and sits comfortably on a single or double bed. The SpineEase™ has an adjustable strap with a clip, so it anchors to almost any office chair, dining chair or car seat. The SitRight™ is sized for a normal office or car seat. The ComfortCurve™ has an adjustable leg strap so it stays between your knees all night instead of ending up on the floor.
How long until I notice a difference?
There’s no fixed timeline, and anyone who gives you one is guessing. Give it about a week of regular use. Most memory foam takes a few days to settle to your shape, and your body takes a few days to get used to being held differently. You’ve got the full 30 days to decide either way.
Orders & payment
Can I change or cancel my order after placing it?
Email us as soon as you can with your order number. If it hasn’t been packed yet, we can usually change or cancel it. Once it’s been packed and dispatched we can’t stop it, but the 30-day returns policy still has you covered.
What payment methods do you accept?
Checkout takes all major payment methods, and everything is handled by Shopify’s secure checkout, we never see or store your card number.
What currency are your prices in?
Every price on the site is in Australian dollars (AUD). That’s what you’ll be charged, no conversion, no surprise on your statement.
I didn’t get an order confirmation email. Did my order go through?
A confirmation email goes out within a few minutes of checkout. If it isn’t there, check your junk or promotions folder — it hides there more often than you’d think. Still nothing? Email hi@evercomfort.co and we’ll confirm it manually.
About EverComfort
Who is EverComfort?
We’re a small online comfort brand with a short, deliberate range: four products for the four places people ache most. We don’t stock hundreds of items. We pick a few good ones, ship them from Australia, and stand behind them for 30 days.
How do I get in touch?
Email hi@evercomfort.co. That’s the fastest way to reach us, and every message goes to a real person reading the inbox. You can also use the contact form on our Contact page, which lands in exactly the same place.
How quickly will you reply?
We answer every email within 2 business days. We don’t check the inbox over the weekend, so anything that lands Friday night or across the weekend gets picked up from Monday. If your question is about a delivery that’s running late, include your order number and we’ll have already chased it up by the time we reply.
Still not sure? Just ask.
Email hi@evercomfort.co and we’ll answer within 2 business days. Or have a look at the range, every product comes with free Australian delivery and 30 days to change your mind.