Questions, answered with clarity.

No. PaceWren is an online-only store. Orders are placed through our website, and customer support is available by email or phone during support hours.

You can contact us by email at support@pacewren.com or by phone at +61 468 147 299.

Support hours: Monday to Friday, 9 am to 6 pm (UTC+10), excluding Australian public holidays.

No. PaceWren products are intended for personal, household use and everyday support. They are not a replacement for professional medical care.

Product information on our website is provided for general informational purposes only. Our products are not intended to diagnose, treat, cure, or prevent any disease or medical condition.

If you have a medical condition, ongoing pain, an injury, circulation concerns, or questions about whether a product is suitable for you, please consult a qualified healthcare professional before use.

Please read the product page and any instructions provided with your order before use. Use each product only as directed.

Choose the correct size or variant where applicable, avoid over-tightening support products, and stop using the product if it causes discomfort, irritation, numbness, or unusual symptoms.

Choose the product you want, select the available options, add it to your cart, and complete checkout. After your order is placed, you will receive a confirmation email with your order number.

We accept the following payment methods at checkout:

• Visa
• Mastercard
• American Express
• UnionPay
• Apple Pay
• Google Pay
• Shop Pay

All transactions are processed in Australian Dollars (AUD).

Yes. Checkout is secured with HTTPS / TLS encryption, and payments are processed by Shopify Payments. PaceWren does not store full card numbers on our servers.

You may request an order change or cancellation within 24 hours of purchase by emailing support@pacewren.com with your order number.

A request can be approved only if the order has not shipped. Once the order has shipped, or once the 24-hour window has passed, it can no longer be changed or cancelled, but it may still be eligible for return under our Returns & Refunds Policy.

Yes. PaceWren offers free standard delivery on every order, with no minimum purchase required.

Orders are processed within 1 to 3 business days. Business days are Monday to Friday, excluding Australian public holidays.

After processing, standard delivery usually takes 5 to 8 business days. The total estimated delivery time is usually 6 to 11 business days from the date the order is placed.

Delivery estimates may vary during peak seasons, severe weather, carrier disruptions, customs processing, or other events outside normal delivery operations.

Once your order is dispatched, you will receive a delivery confirmation email with your tracking number.

You can also track your order anytime through our Track Order page.

Tracking updates may take 24 to 48 hours to appear after the package enters the carrier network.

If your package has not been delivered within 20 business days after shipment, please contact us at support@pacewren.com with your order number.

We will review the tracking details and investigate the shipment. If the package is confirmed lost, PaceWren will send a replacement or issue a full refund.

If tracking shows “Delivered” but you did not receive the package, please contact us as soon as possible so we can review the carrier’s delivery record and open a delivery investigation.

You may request a return within 30 days from the date your order was delivered. Requests submitted after 30 days are not eligible for return for change-of-mind reasons.

Nothing in our policy limits your rights under the Australian Consumer Law.

Please email support@pacewren.com before sending anything back.

Include your order number, the item you want to return, the reason for the return, and photos or a short video if the item arrived damaged, defective, incomplete, or incorrect.

Do not send items back without return authorisation. Return locations may vary depending on the product and fulfilment partner.

For hygiene reasons, personal-care items that have been opened, used, worn, or placed in direct contact with the skin cannot be returned for change-of-mind reasons.

Sealed and unopened personal-care items may be returned within the 30-day return window if they meet our return conditions.

These restrictions do not apply if the product arrives damaged, defective, incomplete, incorrect, or if the product otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

PaceWren covers return delivery costs when the return is due to a damaged product, defective product, incomplete package, incorrect item, or any failure to meet a consumer guarantee under the Australian Consumer Law.

The customer pays return delivery costs when the return is due to change of mind, ordering the wrong item, personal preference, or a cancellation request made after the order has shipped.

We do not charge restocking fees.

Once your return is received and inspected, we will issue any approved refund within 5 business days to the original payment method.

If a return is not required for a damaged, defective, incomplete, or incorrect item, the refund will be issued within 5 business days after the issue is confirmed.

Your bank or card issuer may take up to 10 business days to display the refund on your statement.