Help and Questions
Frequently Asked Questions
About SpineSure
Q: What is SpineSure and how does it work? A: SpineSure is an ergonomic back support cushion designed to promote proper posture and reduce back pain during prolonged sitting. Its curved design provides lumbar support, helping to maintain the natural curve of your spine.
Q: What's the difference between your cushion variants? A: We offer Premium (our flagship model), Kids (designed specifically for younger spines), and Folding (portable and travel-friendly). Each is engineered for optimal support in different situations.
Q: Can I use it in my car, office chair, or at home? A: Yes! SpineSure cushions are versatile and work with any chair - office chairs, car seats, dining chairs, or even wheelchairs.
Q: How do I clean my cushion? A: Wipe clean with a damp cloth and mild soap. Allow to air dry completely before use. Do not machine wash or submerge in water.
Ordering & Preorders
Q: How do preorders work? A: Preorders allow you to reserve your SpineSure cushion before it's in stock. Use code PREORDER20 for 20% off between December 8-28. You'll be charged at the time of order, and we'll ship your cushion as soon as it arrives (expected late January 2026).
Q: When will my preorder arrive? A: Preorders placed in December are expected to ship in late Dec to early/mid Jan. We'll send you email updates on your order status.
Q: Can I cancel my preorder? A: Yes! You can cancel your preorder for a full refund anytime before it ships. Once shipped, our standard 30-day return policy applies.
Q: How do I use the preorder discount? A: Simply enter code PREORDER20 at checkout during the preorder period (December 8-28) to receive 20% off your order.
Shipping
Q: How long does shipping take? A: Standard shipping within Australia takes 5-7 business days. Preorders will ship in late January 2026.
Q: Do you ship internationally? A: Currently, we ship within Australia and to the United States. International shipping coming soon!
Q: Can I track my order? A: Yes! You'll receive a tracking number via email once your order ships.
Q: What are the shipping costs? A: Shipping costs are calculated at checkout based on your location.
Returns & Exchanges
Q: What's your return policy? A: We offer a 30-day return policy. Items must be unused and in original packaging. Contact us to initiate a return.
Q: How do I return or exchange an item? A: Email us at [your email] with your order number. We'll provide return instructions and a return authorization number.
Q: What if my cushion arrives damaged? A: Contact us immediately! We'll arrange a free replacement or full refund at no cost to you, including return shipping.
Health & Usage
Q: Will this help with my back pain? A: SpineSure is designed to promote proper posture and provide lumbar support, which can help reduce back pain caused by prolonged sitting. However, if you have chronic or severe back pain, please consult with a healthcare professional.
Q: How long should I use it each day? A: You can use your SpineSure cushion whenever you're sitting. Many customers use it throughout their workday for continuous support.
Q: Is the Kids variant safe for children? A: Yes! Our Kids variant is specifically designed for younger spines with appropriate sizing and support. It's suitable for children ages 5-12.
Payment & Security
Q: What payment methods do you accept? A: We accept all major credit cards, debit cards, and Shop Pay through our secure Shopify checkout.