Questions?
Have a read through the FAQs below. If the answer you're after isn't here, our team is one message away via our contact page.
Shipping & Delivery
How does shipping and delivery work?
Placed an order? Welcome to the AusAirflow family!
Once your order comes through, our team packs it with care and ships it within 24-48 hours. If your order contains different product types, they may occasionally arrive separately so nothing holds anything else up.
Your order travels with Australia Post and should be in your hands within 3-7 business days**.
The moment it ships you'll get a confirmation email with a tracking number so you can follow it door to door.
**Please note: all shipping timeframes run from the advertised dispatch date. If a product shows a pre-order date in brackets next to its name, that's the date it ships and the delivery window starts from there. No date shown? It's ready to go.
How much do I pay for shipping?
Nothing. Every order ships FREE Australia-wide, regardless of how many products you grab.
When will my order arrive?
Once your order is picked and packed, it begins the trip from our warehouse to your front door.
Every order, big or small, ships FREE Australia-wide, and you can expect it within 3-7 business days* of placing it.
*Please note: these windows come from Australia Post, and occasionally life gets in the way of them. If that happens your tracking may show a revised delivery date.
How do I track my order?
Good news, your order is on the move! As soon as we hand it to Australia Post, you'll receive a shipping confirmation email with a 'Track Order' button that takes you straight to the live tracking page.
Can't see the email? Have a quick look in your spam folder, it occasionally lands there.
Help, I think my order is lost or hasn't been delivered
Worried your order has gone walkabout? Australia Post quote us 3-7 business days for standard delivery, but occasionally they can't hit that window, and your tracking may show a 'delayed' date instead.
If your order still hasn't landed within 20 days, get in touch and we'll open an investigation with Australia Post.
*Please note: for delivery queries it's fastest to contact Australia Post directly first, as we're required to work within their processes. Once you've done that, let us know and we'll chase it from our end too.
Can I change my shipping address?
Sent it to the wrong place? It happens! If your order hasn't shipped yet, send us the correct details via our contact page and we'll update it.
Already shipped? You can still redirect it yourself through the Australia Post tracking link in your shipping confirmation email.
*Please note: we can only deliver to the address on your order. If an incorrect address is provided and the parcel is delivered there, we're unable to retrieve it, so please double-check before you hit purchase!
Do you ship internationally?
For now, we deliver to customers within Australia only.
Are there any customs or import fees?
None at all. Every order ships from our distribution centre right here in Australia, so there are no customs or import fees to think about.
Product Questions
How does the ion air purifier actually work?
Each unit releases a steady stream of negative ions, between 40 and 100 million per minute, into the surrounding air. These ions are designed to attach to airborne particles such as dust and odour molecules, helping them settle out of the air you breathe, so the room feels fresher and less stuffy with continued use.
What size room is it suited to?
Each unit is designed to support spaces of up to 10m², which covers most bedrooms, home offices, bathrooms, laundries and entryways. For open-plan or larger areas, many customers run a unit in each zone, which is exactly what our 2 Pack and 4 Pack bundles are for.
Is it quiet enough for a bedroom?
Yes. It operates under 30dB, which is quieter than a whisper, so it's well suited to bedrooms, nurseries and home offices. Most people stop noticing it's there within the first night.
Do I ever need to buy replacement filters?
Never. The design is completely filter-free, so there are no cartridges to replace and no ongoing costs after purchase. An occasional wipe-down is all the upkeep it needs.
How much power does it use?
Very little. It's built for continuous, always-on use and draws minimal power, so it's designed to be left running around the clock as part of your home's background.
Where's the best spot to plug it in?
Any standard wall socket in the room you want to freshen up. At roughly 9.7 x 5.8 x 3cm it tucks in without sticking out, and bedrooms, kitchens, bathrooms, laundries and pet areas are the most popular spots among our customers.
Do you offer wholesale or bulk purchase discounts?
Our products are sold exclusively through our online store, so we don't offer wholesale pricing for resale. Looking at a larger personal purchase? Reach out via our contact page and we'll see what we can do!
*Please note: subject to stock availability.
Can I send an order as a gift?
Know someone whose home could use a breath of fresh air? Simply enter their address as the shipping address and your own as the billing address. We don't include pricing paperwork in the box either, since receipts go straight to your email. Easy as that!
*Please note: as we use external fulfilment partners, we're not able to include personalised gift messages in the package, sorry!
Are you stocked in any retail stores?
It's just us! AusAirflow products are available exclusively from our online store here in Australia, along with the local markets where our story began.
Returns & Exchanges
Do you have a returns policy?
We know policy reading isn't anyone's idea of fun, but it's worth a minute. Every AusAirflow order comes with a 60-day risk-free trial, during which you can return your products at any time.
Not every item is eligible, and any exclusions are called out on product pages and/or at checkout. To be eligible for a return:
1. Item(s) must be initiated for return and lodged in the post within 60 days of your order being delivered.
2. Item(s) were not marked 'Final Sale' or 'Non-Returnable' at time of purchase, unless faulty.
3. Item(s) must be in their original packaging, in original condition, including any tags.
You'll be asked to snap a quick photo of your item before sending it back so we can assess its condition.
*Please note: if you return one item from a bundle, the remaining items no longer qualify for bundle pricing.
How long do I have to return the products?
Life gets busy, we get it. You have a full 60 days from delivery to make the call, so there's no rush. See our returns policy for the finer detail.
Can I return my order for a refund?
Of course. If it turns out AusAirflow isn't the right fit for your home, you can return your order for a full refund within 60 days.
*Please note: not all items are eligible for return. Any exclusions are flagged on product pages and/or at checkout, and products must come back in as-new condition with original packaging.
**Please note: returning one item from a bundle means the rest of the order no longer qualifies for bundle pricing.
Do I have to pay for returns?
Nope, that's on us. All eligible Australian returns, whether for refund or exchange, come with a free return shipping label we'll happily organise for you. No surprise costs at the post office. Just reach out via our contact page and we'll sort it.
*Please note: not all items are eligible for return. Exclusions are flagged on product pages and/or at checkout.
How long does my return or exchange take to process?
We move as fast as we can! Our strong tip: photograph your lodgement receipt at the post office and send it through, because the moment we have it we can action your refund or exchange immediately. Without it, we'll need to wait for the parcel to physically reach our warehouse first.
How long does my refund take to land?
Sorry to see you go! Once your refund is processed you'll get a confirmation email from us, and from there it typically takes 2-5 business days to appear in your account depending on your bank. Any longer than that, and it's worth checking with your bank or payment provider directly.
Payment
How secure is your payment?
Completely serious answer: your privacy and security come first. We process payments through Shopify Payments, a heavily encrypted and highly secure system built to protect customers and keep merchants accountable.
What payment types do you offer?
All the classics: Visa, Mastercard and American Express credit cards, plus debit cards enabled for online purchases. Prefer to tap and go? Apple Pay and Google Pay are available at checkout too.
Do you have payment plan options?
Not just yet. Split-payment options like Afterpay, Klarna and ZipPay aren't currently available, but they're on the roadmap!
How do I use a discount code?
Everyone loves a discount! Head to checkout, and on the first page you'll find a box to enter your code. Make sure you hit 'Apply'. It sits before the payment step, so you'll always see exactly what you're saving before you pay.
*Please note: one discount code per order. Buying multiple bundles with multiple codes? We'd suggest separate orders. Strikethrough pricing may already reflect a code mentioned in the description, and email offers will note which items a code applies to.
I forgot to use my discount code!
That sinking feeling as the payment screen loads... we've all been there. The good news: the ship hasn't sailed. Get in touch via our contact page and the team will happily sort it out for you.
*Please note: one discount code per order. Strikethrough pricing may already reflect a code mentioned in the description.
What currency is the store in?
All pricing on our Australian store is in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not right? Don't stress, we're on it. Contact us with the details, and to speed things up please include photos so we can pinpoint what's happened and fix it fast.
I need to cancel or change my order!
It happens to the best of us! Message us straight away with CHANGE or CANCEL as the subject and we'll do everything we can. If your order has already left the warehouse, it'll need to go through the standard returns process instead.
Because we work quickly to get orders out the door, occasionally one is processed before the team can intercept it. We can't guarantee changes after an order is placed, so choose carefully!
How do I contact you?
No carrier pigeons required! Email us any time at hello@ausairflow.com.au, or reach us through our contact page, which keeps everything in one thread so we can help you properly. We're a small team of real humans, so bear with us and we'll get back to you as quickly as we can. We promise not to leave you on read!
How do I provide feedback?
We're always trying to be better, so we genuinely love hearing your thoughts, and nothing beats seeing AusAirflow out in the wild in your homes. Send any feedback through our contact page, we read every message.
Where are you located?
AusAirflow HQ is based in Brisbane, Queensland, and your order starts its journey from our Australian distribution centre.
*Please note: our HQ isn't a retail store and holds no stock, and we're unable to offer pick-up from our fulfilment centres.