FAQ V2

Returns:

Voomie is happy to replace any product that is faulty or damaged. Any faults or damages must be reported within 14 days of delivery with picture evidence and sent to hello@voomie.com.

• We do not offer refunds or returns for change of mind.
• No refunds will be issued based on taste preference.
• All pre-order sales and sale items (including Black Friday sales) are NON-refundable and cannot be cancelled prior to receiving the products.

Exchange and Store Credits:

If you have received a product that is faulty, damaged, or incorrect:

• Voomie will cover the cost of return shipping.

If you have purchased the incorrect product or wish to exchange an unopened product:

• You will need to cover the cost of return shipping.
• We can only offer an exchange or store credit under these circumstances.

Important Notes:

• This returns policy does not include items purchased during sales or promotions, as these are considered final sale.
• Please contact our customer care team within 30 days to commence the return process at: hello@voomie.com.

Whilst we will always do our best to assist you, please note that no returns, refunds or exchanges will be accepted for change of mind during or after the promotional period.

If you need, you can edit your postal address for a limited time only via the Thank You page. After that, please contact our support team and we’ll do our best to help before your order ships.

You can apply a promo or discount code in 2 ways:

Option One:

1. Click the cart icon in the top left corner to slide open the cart window.

2. At the bottom of the cart, you'll see a field with 'Discount Code'. Enter your code in the field.

3. Click 'Apply' to see your new total before finalising your order.

Option Two:

1. Click the cart icon in the top left corner to slide open the cart window.

2. Click the 'Checkout' button at the bottom of the window to be taken to the checkout page.

3. On the left side of the checkout page, you'll see your order products and total. There will also be a 'Discount Code or Gift Card' field. Enter your code in the field.

4. Click 'Apply' to see your new total before finalising your order. 

Please note: only one code can be used per order.

When you're ready to checkout, click the cart icon in the top left corner, then click the 'checkout' button. Scroll down the page until you see the Payment section, and then select 'AfterPay'. 

If you are checking out with ShopPay, you won't see that AfterPay option as ShopPay doesn't work with AfterPay. You will need to click 'check out as guest' or log in with your Voomie customer account to show the AfterPay option. 

We offer standard card payment options as well as Apple Pay, Google Pay, PayPal, Shop Pay & Afterpay.

Yes, if you are combining a store credit or gift card with one other method. Unfortunately, multiple credit cards, or buy now, pay later options can't be combined.

First off, check which browser you are using. Our website is optimised for Google Chrome & Safari browsers. 

Have you tried switching to a different device or a new browser? 

If there is an error message regarding your payment method being declined, this is most likely a problem relating to your bank.

If you have checked with your bank and are still having issues, please send our customer service team a message with screenshots to:hello@voomie.com

If you are having trouble finalising your order with your credit / debit card firstly, make sure you have sufficient funds in your account. Once you have confirmed the funds are available, please double-check the following;

All details on your card match the checkout screen (including your 3-digit number on the back of the card). 

1. You’re using the correct billing address - Try typing your billing address in separately instead of using the 'same as billing address' check box.

2. You have not exceeded your daily limit 

3. If purchasing from outside Australia, ensure you can use the card for international purchases.

All gift cards are valid for 3 years from the purchase date!  

Gift cards are sent immediately after purchase, unless you've scheduled them for a later date. If you haven’t received yours within 24 hours, please check your spam or junk folder - it often ends up there. Still can’t find it? Contact our Customer Service team via email hello@voomie.com, and we’ll help you out.

Yes! Just apply your unique gift card codes separately in the gift card code box at checkout. 

We only offer e-gift cards online due to safety concerns with gift card deliveries.

To redeem your gift card, fill your cart with the product(s) you would like, click the cart icon in the top right corner of the website, and then click 'Checkout'. Enter your unique gift card code into the 'discount code or gift card' field at checkout.

We’re sorry your item(s) have been damaged! We’ll do our best to help.

Please email our team at hello@voomie.com with an image of your damaged item for further assistance. While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!

Delivery address

Please ensure that your delivery address entered at checkout on our website is the correct address. Voomie is not responsible for orders that have not been received due to incorrect delivery details. Please ensure the delivery address is safe for your order to be left or provide an address where someone will be present to receive your order.

Please contact the shipping provider directly to get information about your order once it has been dispatched (contact details can be found via the tracking link you received). Only contact Voomie Customer Experience by emailing hello@voomie.com if the shipping provider has deemed your order lost or if you have received faulty or damaged products.

Processing times

Orders are shipped from our Gold Coast warehouse. We aim to fulfil and dispatch orders within two business days, excluding unforeseen delays or during busy periods. Please note that estimated shipping times do not include our processing time. 

We cannot guarantee that you will receive your package within the expected timeframe, as estimated shipping times are used as a guide only. Voomie can also not be held responsible for any delays or missing, lost or stolen packages sent by courier providers. 

Shipping Times

Transit times provided in your tracking details are estimates only. Delivery times may be extended due to delays such as customs, quarantine processing, freight plane schedules, and demand in your region. Please track your order using the tracking details provided in your shipping confirmation email. If you don’t receive an email in your inbox, please check your spam folder for tracking details. 

 See further details in our Shipping Policy.

We offer free standard shipping for orders over $150 within Australia only.

Orders shipped outside Australia are subject to taxes and duties that are paid for by the customer.

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to the tracking page.

Click on the tracking number link or enter the tracking number into the shipping provider's tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 24 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

If your tracking information hasn't updated in 3 business days, please reach out to our Customer Service team via email hello@voomie.com. They will put an enquiry in with the postal service to get to the bottom of where your parcel is! 

We do ship to most countries, however, there are a few that we are unable to send to.

We are currently shipping our Voomie products to:

• Australia
• New Zealand
• Canada
• USA
• UK
• EU (excluding Estonia, Belgium and Portugal)
• China

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email (hello@voomie.com) for further assistance.

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!

All orders are shipped from Voomie HQ in Coombabah, QLD, Australia!

Our warehouse team is super speedy - if you order before 12PM AEST Mon-Fri we aim to dispatch your order the same day. Orders placed on public holidays or weekends are shipped the next business day. 

Please note massive sale events i.e. Birthday Sale, Black Friday, etc. will impact dispatch timeframes.

When it comes to the delivery of your order, each carrier has their own operating hours. For example, Australia Post generally doesn't deliver on weekends.

We will do our best to get your order packed and sent to you within 1-3 business days, but please be mindful that given this is our first release of our products (and we are a small team), we are yet to determine the demand and how long our packing and processing times will take. We will, of course, endeavour to pack your order as soon as we can and we really appreciate your patience. 

Delivery times from collection by Australia Post are as follows:

Within Australia
 Standard: 2-6 Business Days
 Express: 1-3 Business Days

International 

(we currently only have standard international shipping available)

Australia Post may occasionally experience unexpected delays. For the most current transit times to each country, please visit the Australia Post website.

Our deliveries usually require a signature. If you aren’t home (AUS) your package may be taken to your local post office to collect. If you do opt for a ‘safe drop’ option or have ‘authority to leave’ in a safe place, Voomie is not liable for the package.

If you're based in Australia, you can update your preferences on the Australia Post App. If you are based outside of Australia, you may be able to opt-out via your local courier.

If you did not authorise to 'leave in a safe place' and your tracking is showing delivered, please first check:

• letterbox
• front door area (including under door mats, in pots etc.)
• with the people in your household
• neighbours and/or building management

If you cannot locate your parcel, please reach out to our customer service team by email: hello@voomie.com. We will 100% work with you to get to the bottom of it!

We sure do - add your PO Box or Parcel Locker address in the shipping section when checking out! 

That is certainly not ideal at all! 

In the rare instance that your parcel has been lost, our Customer Service team will not leave you empty-handed.

Please contact our team via email: hello@voomie.com with the following information

1. Order number

2. Screenshot of email from Australia Post deeming parcel Lost in Transit (LIT)

3. Australia Post case number 

Individual countries and their local authority are subject to change. Import taxes and fees are outside of our control and might need to be paid by the recipient, for countries outside of AUS, NZ, USA & CA. We recommend contacting your local customs office to check if taxes apply and how much they may be. 

If delivery is refused and the order is returned to the sender, your order will be refunded less the original shipping costs.

We will not mark any parcels as a ‘gift’ or ‘sample’ to avoid you paying taxes/import fees.

It is the customer’s responsibility to enter the correct shipping details at checkout.

If you notice an error, please contact us immediately at hello@voomie.com with your order number and the correct address.

We will make every effort to update the address only if your order has not yet been fulfilled or dispatched.

Once fulfilment has begun, we cannot guarantee any changes.

Voomie is not responsible for orders shipped to an incorrectly entered address.

If a package is returned to us due to an incorrect or incomplete address, we can reship it once received back, but additional shipping charges will apply.

Please make sure you have an active subscription account and then visit https://voomie.com/a/account/login to log in to our customer portal, using the password code sent to your email or SMS. 

Not seeing your active subscriptions? You may have checked out using a different email address. If you're still having trouble, get in touch with our customer service team by emailing hello@voomie.com.Please make sure you have an active subscription account and then visit https://voomie.com/a/account/login to log in to our customer portal, using the password code sent to your email or SMS. 

Not seeing your active subscriptions? You may have checked out using a different email address. If you're still having trouble, get in touch with our customer service team by emailing hello@voomie.com.

We are happy to assist with instructions on how to cancel your subscription.

1. Login into your account by visiting https://voomie.com/a/account/login

2. You should see your active subscription(s) listed. 

3. Locate the subscription you'd like to cancel and click 'More'.

4. Click 'Cancel'.

Proceed to complete the steps to successfully cancel your subscription.

If you still need assistance, please email our customer service team at hello@voomie.com.

Steps on how to skip your subscription:

1. Login into your account by visiting https://voomie.com/a/account/login

2. You should see your active subscription(s) listed. 

3. Locate the subscription you'd like to skip and click the purple 'Skip' button.

4. You can choose to gift your next order to someone else, skip for 2 weeks, or skip for 1 month.

If you still need assistance, please email our customer service team at hello@voomie.com.

Swapping, removing or adding products to your subscription is super easy!

Here's how:

1. Login into your account by visiting https://voomie.com/a/account/login

2. You should see your active subscription(s) listed. 

3. Locate the subscription you'd like to update and click 'Edit Products'.

4. In the window that opens, you will see the option to delete an existing product, skip that specific product in your next order, or swap it out for something else. You can also add a product by clicking 'Add products to subscription'.

5. Make sure to click 'Save Changes' before exiting.

If you still need assistance, please email our customer service team at hello@voomie.com.

All subscriptions offer an ongoing 10% discount off of the one-time total.

If you signed up for a subscription in January 2025 as one of our founding members, you will have 20% off for the life of your subscription. If you cancel your subscription and then sign back up at a later date, you will revert back to the standard 10% discount.

If you were on of the first 500 customers to sign up during the relaunch of our subscriptions in April 2025, you will receive 15% off for the life of your subscription. If you cancel your subscription and then sign back up at a later date, you will revert back to the standard 10% discount.

Absolutely. Build the routine that works best for you using our new Build Your Own Bundle and select the subscribe option.

You sure can! You can add any Voomie accessories such as water bottles, shakers and mixers as a one time purchase at the start or during your subscription. 

If you have an active subscription and would like to add one a one-time product, simply:

1. Log in to your customer portal by clicking here.

2. Click 'edit products' and scroll down until you see the 'Add To Your Next Order' section. 

Here you can add on a one-time bottle, shaker or mixer!

You can choose between monthly orevery two months.

We’ll send reminders 14, 7, and 3 days before your renewal to the email you used at checkout. We know you’ve got a busy brain - we’ve got your back!

If you feel a reminder was missed, please double-check your spam and junk folders, as well as the email you used to purchase the subscription. If you still need assistance, please reach out to our customer service team by emailing hello@voomie.com.

Subscription orders are final sale. However, if something arrives damaged, defective, or incorrect, we’ll absolutely make it right - just reach out to us at hello@voomie.com.

Yes! We ship subscriptions to all countries listed in our Shipping Policy.

Need to update your shipping or billing information? It's super easy!

1. Log in to your account by visiting https://voomie.com/a/account/login

2. You should see your active subscription(s) listed. 

3. Click 'Edit' next to Shipping Information or Billing to update.

4. Fill in the required fields and click 'Save'.

If you still need assistance, please email our customer service team at hello@voomie.com.

If you signed up for a subscription in January 2025 as one of our founding members, you will have 20% off for the life of your subscription. If you cancel your subscription and then sign back up at a later date, you will revert back to the standard 10% discount.

If you were one of the first 500 customers to sign up during the relaunch of our subscriptions in April 2025, you will receive 15% off for the life of your subscription. If you cancel your subscription and then sign back up at a later date, you will revert back to the standard 10% discount.

If you don't think your correct discount is being applied to your order, first ensure you're looking at the total (listed at the top of your subscription, under 'Every 1/2 Months') and not the subtotal, which doesn't include taxes and discounts. 

Voomie Vacay isn’t just a loyalty program, it’s your passport to perks. For every $1 you spend on Voomie, you’ll earn 1 point. Stack ‘em up and cash ‘em in to save $$$ on future orders.

But that’s just the beginning.

Voomie Vacay is your all-access pass to a world of rewards: early access to sales, merch, free shipping, VIP giveaways, and more. As you earn points, you’ll level up through our four dreamy tiers: Pack Your Bags, Check In, Pool Side, and the ultimate Penthouse Upgrade.

Click here to learn more.

To join the Voomie Vacay, it's simple: sign up here and make your first purchase. Then sit back and watch your points start to build and the benefits roll in. 

Already a Voomie customer? You're all set! Simply log in here to check your points and redeem for discounts.  Ensure you are signed up to receive our emails as we will be sending you Voomie Vacay news, special offers and more directly to your inbox. You can sign up to our emails by scrolling to the bottom of our website.

You will receive Voomie Vacay points for every dollar you spend ($1 = 1 point), which you can then redeem on future orders (for example, 100 points = $10 off). You can also earn points by reaching a new Voomie Vacay Tier, leaving a review, and following us on social media. Plus, you'll receive points on your birthday and customer anniversary every year!

You can see the full list of perks available for each tier, plus how to earn points straight away, by clicking here or by logging in to your account here.

To check your points, simply click here to view and redeem on your future orders. Your points are assigned to the email address you used to check out, so make sure to always use the same email address to avoid missing out on points or perks.

If you believe you should have more points than you currently do, you can contact our customer service team at hello@voomie.com.

All good things must come to an end - your points will expire 90 days from when they were awarded.

Redeeming your Voomie Vacay points is simple!

Step 1: Log in to your customer account here. Make sure you always use the same email address for ordering, as that's how your points are allocated to your account.

Step 2: Under your membership, you'll see a section titled 'Redeem Your Credits'. You can either type in an exact amount you want to cash in your points for OR drag the circle on the slider all the way to the right to use all your points at once. Once you've decided how many points you want to redeem, click 'Redeem' to access your exclusive discount code.

NOTE: You cannot undo the discount code and return the points to your account after clicking 'Redeem' so make sure you're ready to use your discount code!

Step 3: Shop til you drop on the Voomie website, and enter your discount code at check out to save $$$!

10 points = $1, 100 points = $10, and so on. You can redeem your points at any time (before they expire), whether you're redeeming 5 points for 50c off your order or 500 points for $50 off! 

There is no limit to the amount of Voomie Vacay points you can earn and the amount of benefits you can redeem. But like every vacation which eventually ends, your points will expire 90 days from when they are awarded - so don't sit on them for too long! 

At the time of launch (3rd Sept 2025) all customers will be on the first tier: Pack Your Bags.

Your Voomie Vacay tier will go up or down depending on your total spend on voomie.com within a 12-month period, starting when you first enter the tier. 

To check what tier you are in, clickhereto log in to your account and view your points, tier level and more.

You need to do just one thing to unlock the next tier: shop with Voomie! 

The more you spend in a 12-month period, the quicker you'll move up the tiers and the more points you'll earn. More points = more discounts and exclusive benefits!

Your Tier Status is based on a 12-month cycle, starting from the date you attain a specific tier (based on your yearly spending). 

If your yearly spending falls short of the required threshold to maintain your tier within the designated 12-month period, you will go down a tier.

Unfortunately, no. Our system only allows 1 discount or promotional code per order. This includes free shipping offers and the usage of points via our Voomie Vacay loyalty program.

Points are not refunded or added back to your account when a product is returned.

If you are an existing customer as of Sept 3rd 2025, your account will be credited with up to 300 bonus points (based on your spend with us since May 2024, excluding shipping + GST) to kickstart your Voomie Vacay. Credits will be added to accounts over the next 48 hours. This is our way of saying thank you for being part of the Voomie fam! 

All customers who purchased between May 2024 (when Voomie launched) and 3rd Sept 2025 will have their points backdated, with a maximum of 300 points available to redeem immediately!

Please note, all customers will start on the bottom tier, ‘Pack Your Bags’ when Voomie Vacay launches.

Loyalty points are allocated to the email you used at check out. We are unable to merge points across multiple accounts, so please be sure to use your preferred email while checking out to redeem your points and ensure you don't miss out on past purchases.