Shipping policy

Shipping Policy

At VertiLife, we are committed to getting your order to you as quickly and reliably as possible. We understand that when you are dealing with back pain, waiting is the last thing you want to do. This policy outlines everything you need to know about how we ship, how long it takes, and what to do if something goes wrong.

Processing Time

All orders are processed within 1 to 2 business days of being placed. Orders placed on weekends or public holidays will begin processing on the next available business day. You will receive a confirmation email as soon as your order has been placed, and a second notification containing your tracking information once your order has been dispatched.

Standard Shipping

Our standard shipping timeframe is 4 to 12 working days from the date of dispatch. Delivery times may vary depending on your location, local courier capacity and any external factors outside of our control such as public holidays or high demand periods. We always aim to deliver within the lower end of this window and the vast majority of our orders arrive well within the estimated timeframe.

Priority Shipping

For customers who need their VertiLife device sooner, we offer a priority shipping option at checkout. Priority shipping delivers your order within 2 to 5 working days from the date of dispatch. If you are purchasing as a gift, managing an acute pain episode or simply prefer a faster turnaround, we strongly recommend selecting this option at checkout.

Our Courier Partners

We work with a carefully selected network of trusted courier partners to ensure your order is handled with care from the moment it leaves our facility to the moment it arrives at your door. The specific courier assigned to your order will depend on your location and the shipping option selected. In all cases, your order will be handled by a reliable, trackable service and you will receive full tracking details once your order has been dispatched.

Tracking Your Order

Once your order has been dispatched you will receive an email containing your tracking number and a link to monitor your delivery in real time. We encourage all customers to track their orders actively, particularly during busy periods. If you have not received your tracking information within 2 business days of placing your order, please check your spam or junk folder before contacting our support team.

Shipping Destinations

We currently ship to the United States, Canada, the United Kingdom, Australia, New Zealand, Switzerland and South Africa. If your country is not listed at checkout, please contact our customer support team and we will do our best to accommodate your order.

Delays and Disruptions

While we make every effort to meet our stated delivery timeframes, VertiLife cannot be held responsible for delays caused by courier services, customs processing, adverse weather conditions or other circumstances beyond our control. If your order has not arrived within the maximum estimated timeframe, please contact our support team and we will investigate on your behalf as a matter of priority.

Lost or Damaged Orders

In the unlikely event that your order arrives damaged or does not arrive at all, please contact us within 14 days of your expected delivery date. We will work swiftly to resolve the issue, whether that means arranging a replacement shipment or issuing a full refund. We stand behind every product we ship and we will always make things right.

Incorrect Address

Please ensure that your shipping address is entered correctly at the time of checkout. VertiLife cannot be held responsible for orders that are delayed or undelivered as a result of an incorrectly entered address. If you notice an error in your shipping details immediately after placing your order, please contact us as soon as possible and we will do our best to make the correction before your order is dispatched.

Contact Us

If you have any questions about your order or our shipping process, our customer support team is here to help. You can reach us through the contact page on our website and we will respond to all enquiries within 1 to 2 business days.

We appreciate your trust in VertiLife and we look forward to being part of your recovery journey.