Your questions answered! 

 

SHIPPING 

Do you offer express shipping?

We certainly do! Just choose the Express Post option at checkout. 

Do you have free shipping?

Yes!  We provide free standard shipping on all orders over $150, shipped within Australia.

Can I ship to a different address?

Absolutely! You can change the shipping address at checkout to a different address. 

Can I ship to 2 different addresses from the same order?

No, orders can’t be split to ship to 2 different addresses. If you need items to go to different addresses, two orders will need to be placed.

Can I change my shipping address?

If your order hasn't shipped we can definitely change your address.  Once the order has shipped we are unable to have your order redirected. 

How long will it take for my order to arrive?

Standard post takes approx. 7-14 business days and Express Post takes approx. 2-3 business days, depending on your postcode. These guidelines are determined by AusPost. 

When will my order ship?

All orders typically ship within 1-2 business days from Greensborough, Victoria.

Who do you use to ship your orders?

We use AusPost exclusively as we have found through experience that they are the fastest and most reliable. That's the biggest thing for us…we want you to get your orders fast and safely!

Do I get a tracking link?

Yes…where would we be these days without tracking! You should receive an email once your order has shipped along with the tracking info so you can follow the journey. 

My tracking shows delivered but I have not received it. What do I do?

If your order tracking link is showing delivered and it's nowhere to be seen, please contact AusPost to request an image of the location drop (we are unable to do this on your behalf) to help determine where it may be. Sometimes they leave things in unusual places! Please email us at drkez@drkezchirolab.com if you have any issues and we will try our best to help locate your parcel.

Do you have a Click and Collect service?

We currently don’t offer a Click and Collect option but you are welcome to purchase items from our Chiro Clinic, Life Balance Adjustments, located in Watsonia, VIC. Just contact us to find out the trading hours.

Do you ship overseas?

Currently, the store isn’t set up for automated overseas shipping.  If you live outside Australia and would like to purchase from us please contact us and we can organise a shipping quote for you.

Do you use sustainable packaging?

We try our absolute best to use sustainable options at every opportunity. We ship using recyclable cardboard shipping boxes with paper or recyclable tape and any fill is recyclable and environmentally friendly.

ORDERS

I need to change my order!

No worries!  If you need to make a change to your order or want to add another product just email us.  If the order hasn’t shipped we'll be able to help fill your request as best as we can.  If the order has shipped then, unfortunately, we are unable to help.

Can I cancel my order once it’s been placed?

If your order hasn’t been shipped and you need to cancel, contact us asap as we can do this for you and refund the payment. If the order has shipped you will need to return it in new condition for a refund to be applied as we are unable to redirect mail once it has shipped.

What do I do if I have a defective order?

Definitely contact us if you have any issues or trouble with your order. We do our best to keep all of our amazing customers happy and will try and solve any issues to the best of our ability.

RETURNS POLICY

What is the return policy?

If you need to return an item please contact us so we can help. To read the Returns Policy click the link: https://drkezchirolab.com/policies/refund-policy

How do I make a return or exchange?

If you need to exchange an item, contact us for details or read the above Returns Policy.

When can I expect my refund?

If you have returned something for exchange or refund (excluding faulty items) the refund will be issued when the item has been returned and is in new condition. 

How are refunds returned?

Your refund will be paid the same way you made your payment. For example, if you have used PayPal as your method of payment then the return goes back into your PayPal account. 

PAYMENT OPTIONS

Can I pay with PayPal?

Do you have AfterPay?

Yes, we have Afterpay, Zip Pay, Google Pay, Shop Pay and Credit/Debit Card options. 

Is your checkout secure?

Our checkout is definitely secure and you can choose your preferred method of payment at checkout. 

CONTACT

How do I contact you?

Easy! Contact Dr Kez Chirolab via email on this page: https://drkezchirolab.com/pages/contact-us

Where are you located?

Dr Kez Chirolab® is an online business but we have a Chiropractic Clinic called Life Balance Adjustments, located in Watsonia Victoria. We sell all the Dr Kez Chirolab® products at the clinic, so feel free to contact us to find out the clinic hours and pop in to check them out! https://drkezchirolab.com/pages/life-balance-adjustments-chiropractic-clinic

PRODUCT FAQ

 

CREAMS & LOTIONS

Are your creams Australian-made?

Yes! Our Dr Kez Chirolab® range of creams and lotions are made in Australia and we are very proud of them!

Why not put all the ingredients into one cream?

Great question! We prefer to keep our formulations purposeful rather than overcrowding a single cream with too many ingredients. When creating a topical formulation, there are limits to how many ingredients can be included while still keeping the cream stable and pleasant to use. If we tried to place every active ingredient into one single cream, the quantity of each ingredient would need to be reduced significantly to maintain the texture and stability of the formula. 

Instead, we chose to develop separate formulations so each cream could contain a thoughtfully balanced blend of ingredients while maintaining the quality and consistency we were aiming for.

Working closely with our formulator, we focused on creating creams that are stable, easy to apply, and made with carefully selected botanical ingredients — rather than simply adding a long list of ingredients in very small amounts.

What are the main active ingredients in your creams?  
We have chosen some of nature's amazing botanicals, including Arnica, Magnesium, Glucosamine, Yarrow, Kunzea, Comfrey, Aloe Vera, Ginger, Clary Sage, Capsaicin, Bergamot, Black Pepper…the list goes on and on! Check out each product page to find out specifically what each cream contains. It's all oh-so-wonderful!

How do Kirofix® and Trauma Cream differ from Fisiocrem and Voltaren? 
Kirofix® and Trauma Cream are formulated using a blend of plant-based ingredients and botanical extracts. Our approach when developing these creams was to create formulations that focus on natural ingredients and a balanced combination of botanicals in a smooth, easy-to-apply cream base.

Products such as Voltaren contain pharmaceutical ingredients and are classified as medicines, while creams like Kirofix® and Trauma Cream are part of our natural wellness range and use plant-derived ingredients such as arnica, kunzea, magnesium and essential oils.

Many people choose botanical creams as part of their everyday self-care routine and personal preference for natural topical products. If you are unsure which product is suitable for you, it is always best to speak with your healthcare professional

Are Kirofox® and Trauma Relief Cream the same thing?

Yes — they are the same formulation.

Trauma Cream was originally created by Dr Kez many years ago and has been used in her chiropractic practice for a long time. When we later introduced a larger pump bottle version for customers who wanted a bigger size, we decided to give it a new name — Kirofix®.

Over time this meant we had two products with different names but the same formulation, which understandably caused a little confusion!

To simplify things moving forward, we are gradually transitioning the name Trauma Cream to Kirofix®, so it will simply be the same product available in two sizes:

• 100g tub
• 250ml pump bottle

If you’ve previously purchased Trauma Cream, you’ll recognise the formulation, just with the updated Kirofix® name. So keep an eye out as we make this transition!

Do your creams have Kunzea? 
Yes, Kunzea is one of the botanical ingredients included in our formulations.

You’ll find Kunzea in Kirofix® Lotion and Trauma Cream. (We are currently transitioning the name Trauma Cream to Kirofix®, so you may see both names during this change.)

Kunzea is a plant-derived ingredient native to Australia and is commonly used in natural topical products and botanical formulations. When developing our creams, we chose to include a combination of botanical ingredients rather than focusing on a single ingredient alone. This allows us to create balanced formulations that incorporate a range of plant-based extracts in each product.

Is Heativate® HEAT Cream like Deep Heat?

Both Heativate® HEAT Cream and products such as Deep Heat create a warming sensation on the skin, however they are formulated differently.

Heativate® HEAT Cream 100% natural, toxin-free and made with a blend of plant-based ingredients and essential oils that create a warming sensation on the skin when applied. Many people notice the warmth becoming more noticeable as body temperature rises through movement or activity.

Some warming creams produce an immediate, strong heat sensation when first applied, whereas Heativate® may feel more gradual, with the warmth building as the body warms up over an extended period of time.  Because everyone’s skin sensitivity and body temperature are different, the intensity and duration of the warming sensation can vary from person to person.

Can  Bone Aid Cream be used on the face? 
Some customers have shared that they enjoy using Bone Aid™ Cream as part of their daily skincare routine and like the way it leaves their skin feeling soft and moisturised.

The cream contains a range of botanical ingredients such as yarrow and comfrey, which are commonly used in natural topical formulations and contribute to the cream’s smooth, nourishing texture.

While Bone Aid™ Cream was originally developed as part of our botanical body care range, some people simply enjoy the way it feels on the skin.

As always, individual experiences may vary, and if you choose to apply it to the face we recommend patch testing first to ensure it suits your skin.

PORTABLE ULTRASOUND DEVICE

Why can’t I hear anything from my ultrasound?

The Ultrasound is a high-frequency sound wave device that is beyond the realm of human hearing (and your furry friends too!) so you can't actually hear or feel the unit vibrating. If you hold it up to your ear you may hear a slight noise but it's nothing like a TENS machine that has an obvious intense buzzing and tingling feeling. Towards the end of the treatment, you may feel a slight warming of the treatment area due to the increased blood flow, depending on how damaged the area is, and this is normal. Generally, the device doesn’t create heat through the device itself. (Remember to unplug the device after use as the device can feel warm if it is left plugged in as it still draws power.)

Do I need to use the conductive gel with an ultrasound?

Using Conductive Gel is an ABSOLUTE MUST when using the Ultrasound.  Without the gel, the sound waves are unable to penetrate through the skin’s surface. It has to be a conductive gel so always check you have the correct type. We sell 250ml Conductive Gels for when you need more https://drkezchirolab.com/products/conductive-gel-for-therapeutic-ultrasound

Is the Ultrasound a battery-operated device?

No, the Ultrasound isn’t battery-operated. It's a pretty powerful device so if it were battery operated it would need charging all the time. A little inconvenient if you need to use it straight away after sustaining an injury! 

What can I use an ultrasound for?

A therapeutic Ultrasound can be used on multiple body areas. For contraindications, check out the ultrasound page.

Do I need to be trained to use the Ultrasound?

Not at all!  Iit’s a very simple device to use. In fact, our kids have even used it!

Should I use a TENS machine or a Ultrasound?

Simply put, a TENS machine is a ‘Band-Aid’ whereas an Ultrasound helps in a different way. Each device can have a place in your wellness routine.  The TENS is used to help distract you as the brain can only sense one stimulus at a time in the area.  The intention of the TENS is to feel the vibrations.  The Ultrasound is aimed at the sound wave technology used by health professionals. Use the TENS when you need to feel a surface buzz and use the Ultrasound as instructed in the manual.

We have a dedicated FAQ section on the Therapeutic Ultrasound page.

For any other questions: https://drkezchirolab.com/collections/best-selling-collection/products/sports-injuries-therapeutic-ultrasound

VACUUM CUPPING

What can I use a Vacuum Cupping set for?

Cupping is a traditional practice that has been used in many cultures for centuries, including within Traditional Chinese Medicine (TCM).  In traditional wellness practices, cupping involves creating gentle suction on the skin using cups. This technique has historically been used as part of bodywork and relaxation routines.

Today, many people choose to incorporate cupping into their personal self-care or recovery routines as part of a broader wellbeing practice. Individual experiences may vary, and if you have any health concerns it is always best to consult a healthcare professional before use.

Can I use a cupping set on other areas of my body?

Absolutely! The Vacuum Cupping Set can be used on many different parts of the body including the back, quads, tight calf muscles, shoulders, neck, feet, even the jawline!

Can I do cupping on myself? 

Cupping yourself is a great way to gauge the amount of pressure you want.  It's always nice to have someone do a cupping session on you but if you don't have anyone to help, it comes with an extension tube to make accessing the body even easier. 

Is it safe to do vacuum cupping at home?

Vacuum cupping is safe to do at home as you can easily determine the amount of suction used with the hand-help pump and releasing the pressure is simple and fast. If you are cupping someone else, always ask for their feedback and be guided by how they are feeling. Always read the instructions and if you have any health concerns, please consult your health professional before use.

Does the Vacuum Cupping Set come with an oil?

We have created and included the Restore Massage Oil by using 100% natural therapeutic ingredients, including Arnica, to get the most out of your cupping treatment. And it smells amazing!

Do I need to oil the skin when cupping?

For best results when using a Vacuum Cupping Set, it’s advisable to use the oil provided in the set.  Using the oil helps the skin to be drawn up into the cup, creating better suction, which prevents the cups from loosening and falling off. If you are treating a hairier section, its a good idea to consider using more oil.

Do you sell a larger Cupping oil?

Absolutely! We have the Restore Oil, also great for massage, in a 100ml bottle. https://drkezchirolab.com/products/restore-massage-oil-for-vacuum-cupping-and-massage

What is slide cupping?

Slide cupping is where you use a smaller amount of suction and, holding the cup at the base, use the cup to slide it across the skin in a sweeping motion, back and forth. To achieve optimal results with this technique, you need to use a larger amount of oil so the cups slide smoothly across the skin and retain suction at the same time. Muscles love it!

My handle seems to be ‘stuck’ when I'm trying to pump. Why?

If your set is new, you need to release the little yellow valve at the top of each cup before the first use.  This will allow the air to flow through the valve and allow the skin to be sucked up.  If the valve is pushed down into the cup, the handle won't pump and will feel stuck.  Just gently pull the yellow valve up so it loosens and this should fix the issue.  It only needs to be done when you first get your set. 

TENS MACHINE

What is a TENS machine?

A TENS machine stands for Transcutaneous Electrical Nerve Stimulation. It is an electronic device that delivers small electrical impulses through electrode pads placed on the skin. These impulses create a tingling or buzzing sensation that can be adjusted using the device controls.

TENS devices are widely used in wellness, rehabilitation and bodywork settings, and many people choose to use them as part of their personal at-home routine. Always follow the instructions provided with your device and adjust the intensity to a comfortable level.

What are the 4 modes on the Dr Kez Chirolab TENS Machine? 
A TENS machine stands for Transcutaneous Electrical Nerve Stimulation.  It is an electronic device that delivers small electrical impulses through electrode pads placed on the skin. These impulses create a tingling or buzzing sensation that can be adjusted using the device controls.

TENS devices are widely used in wellness, rehabilitation and bodywork settings, and many people choose to use them as part of their personal at-home routine.

Check out the Dr Kez Chirolab 4-in-1 TENS Machine HERE. Always follow the instructions provided with your device and adjust the intensity to a comfortable level. 

How long can I use a TENS machine for?

The TENS machine has a timer so you can set it to your own preference and it turns off on its own. It also has a locking capability so you don't accidentally knock it while you are moving around. You can use it as needed. Just reset the timer when it has completed to start a new cycle.

Is the TENS machine battery operated?

Yes, there TENS machine is battery operated and can be placed in your pocket easily to allow you to move freely throughout the day so you can get done what needs doing!

Is the TENS Machine rechargeable?

The TENS machine comes with a rechargeable battery and USB charging cord so you never have to buy batteries again. Win!

Does the TENS machine come with pads?

Yes, the TENS machine comes with 4 pads (2 pads per lead). 

Can I buy extra TENS pads?

Yes, you can purchase replacement pads when needed HERE 

ACUPRESSURE MAT

What does an acupressure mat do?

The Dr Kez Chirolab® Acupressure Mat has spikes that work to stimulate acupressure points throughout the body and after only a few minutes you'll feel the tension melt away and relaxation take over.

Can I sleep on an Acupressure Mat?

Absolutely! Many of our customers let us know that they sleep on their Acupressure Mats throughout the night. It's up to you, really! 10 minutes or all night, take your pick.

How long should I stay on an acupressure mat?

If you are after a quick stimulation, laying on the Acupressure Mat for 10 minutes to release endorphins is a great way to beat that 3 pm slump feeling. If you're after a total relaxation session we recommend around 40 minutes. Create a nice relaxing space, close your eyes, let the mat do amazing things to your meridians and feel the body and mind relax.

Should I lay naked on an acupressure mat?

For best results, we definitely recommend laying on an Acupressure Mat with no clothes on.  Nudie all the way! This will allow the spikes to stimulate the skin more intensely but if you're not feeling like you want to go all out at the beginning, wearing light clothing or a sheet over the top of the mat will reduce the intensity of the spikes and still feel great.  Laying the Acupressure Mat on a hard surface will intensify the feeling while laying on a softer cir face such as a bed, will reduce the intensity.

What is the inner fibre of your Acupressure Mat made of?

We have chosen to use coconut fibre as the inner core as it promotes air flow, ensures a more even pressure over the entire body with a firmer feel, is from a sustainable source, therefore, more environmentally friendly, more durable, so it lasts longer and naturally repels odour and microbes. Some mats (not ours) are made of foam, so buyer beware!

Does the Acupressure Mat come with a pillow?

Our Dr Kez Chirolab® Acupressure Mats are sold as a set, so yes, the D-shaped pillow is included with the mat.  

Can I buy an Acupressure Pillow separately?

Yes, we sell the D-shape Acupressure Pillows separately if you need another one for other areas such as lower back at your desk, or if you have previously purchased an Acupressure Mat from somewhere that didn't come with a pillow. CLICK HERE! 

Are Acupressure Mats safe for kids?

OMG yes! The Acupressure Mat is amazing for kids! Especially great to help calm an overactive mind at the end of the day. A perfect bedtime ritual. We recommend ages 6+ with supervision.

Can I stand on my Acupressure Mat?

Standing on an Acupressure Mat stimulates the meridians in the feet and feels wonderful after a long day standing.  It's a bit ouchy at first but after only a few moments, you may feel your feet slightly heat up then it's total relaxation! You can start by wearing socks if it's a little too much to bear. 

Are Acupressure Mats good for a 'bear with a sore head'? 

We are very happy to be able to say that the Acupressure Mat and Pillow set is a great option to help that feeling of 'a bear with a sore head'. The D-shaped pillow under the neck is a great way to help.  We have created a more specific Acupressure HAT that has spikes covering the head to (possibly make you look like a scary bear!) assist. Check it out HERE 

Can I wash my Acupressure Mat?

The inner coconut fibre can be taken out and you can hand wash the mat cover with cold water.