Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does shipping and delivery work?
So, you've made an order? Welcome to the InfraRestore family!
Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours (business days). To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.
Your products will be sent via International Post, who then ship via local couriers and then they should be safely in your patiently waiting hands within 7-15 business days*.
*Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
How much do I pay for shipping?
All orders include FREE and fast delivery Australia-wide, no matter how many products you order.
When will my order arrive?
Once your order is picked and packed, the magical journey from InfraRestore HQ to your front door begins.
All orders (no matter how many products you purchase) include FREE and fast delivery Australia-wide. You can expect your order to arrive within 7-15 business days* from the day you place it.
*Please note: Although International Post and Australia Post quote us these expected delivery times, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
How do I track my order?
Tracking numbers are available upon request! Once your order is on its way, feel free to email us here with your order details, and we will manually provide it to you.
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although our International Carrier and Australia Post quote us 7-15 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date. Please email here for a tracking number.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation.
*Please note: For any queries or issues related to your Australia Post order, we recommend you first reach out to Australia Post directly once you have obtained your tracking number. While we understand delays are frustrating, we are required to work within Australia Post’s processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
Can I change my shipping address?
Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, don’t panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
At this time, we only deliver our products to customers in Australia.
Are there any customs/import fees?
In most cases, no. For orders shipped to Australia with a value of $1000 AUD or less, there are generally no additional customs duties or clearance charges to pay at the border. However, because rules vary by location, any unexpected local import duties, taxes, or processing fees levied by customs upon arrival are the responsibility of the customer.
Product Questions
What are the step by step instructions for the Red Light Therapy Mat?
InfraRestore LED Light Therapy is designed with a total of 360 lights, combining red light (660nm) and near-infrared light (850nm). Featuring advanced lighting technology, each bulb combines one red light and two infrared lights. This configuration makes the dual light therapy belt more concentrated and highly efficient at relieving fatigue and pain.
How to use it:
- Connect the LED Light therapy mat to the power supply.
- Press the ON button.
- Use the + or - buttons to choose your desired brightness level.
- Press the clock icon to set your timer.
- Press the heartbeat icon to set the frequency to 10Hz or 40Hz. Choose 10Hz for deep muscle fatigue, inflammation, and pain relief. Choose 40Hz for maximum cellular stimulation and energy recovery. (Feel free to use whichever setting feels most comfortable for you!)
What is Red Light Therapy & How Does It Work?
Red light therapy—also known as Photo biomodulation (PBM) or Low-Level Light Therapy (LLLT)—is a non-invasive treatment that uses targeted wavelengths of light to fuel your body’s natural healing systems. Unlike standard heating pads or superficial wellness treatments, it does not just heat the tissue; it interacts directly with your biology at a cellular level.
The Cellular Mechanism: How it Actually Works
When you use a red-light therapy device, specific photons of light penetrate your skin and reach your cells' powerhouses: the mitochondria.
- Absorption by Cytochrome c Oxidase (CCO): Inside your mitochondria, a specialized, light-sensitive enzyme called cytochrome c oxidase absorbs the red and near-infrared light photons.
- Releasing the Brake (Nitric Oxide): When tissue is stressed or inflamed, nitric oxide (NO) binds to this enzyme, creating a cellular bottleneck that limits energy production. The absorption of light breaks this bond, clearing out the "gunk" in the system.
- Boosting ATP Production: With the bottleneck cleared, cellular respiration accelerates. The mitochondria can efficiently produce higher levels of Adenosine Triphosphate (ATP)—the primary chemical energy currency your cells use to repair tissue, fight inflammation, and recover.
By changing the inner workings of your cells, red light therapy provides a foundational boost to your body's self-healing mechanisms.
What the Clinical Studies Say?
Red light therapy is backed by a robust and rapidly growing body of peer-reviewed clinical research Stanford Medicine. Double-blind, randomised controlled trials have consistently demonstrated its real-world efficacy across several distinct areas:
- Muscle Recovery & Athletic Performance: Clinical trials published in sports medicine databases show that applying PBM therapy before or after strenuous exercise significantly limits post-workout fatigue, protects skeletal muscle against damage, and accelerates tissue repair compared to placebo groups.
- Skin Rejuvenation & Structural Integrity: A landmark clinical trial published in Photomedicine and Laser Surgery proved that regular red-light sessions significantly increased collagen density, reduced overall wrinkle depth, and visibly smoothed out skin texture over a 12-week period.
- Pain Management & Anti-Inflammation: Meta-analyses evaluating randomized controlled clinical trials have noted that red light therapy exhibits moderate-to-strong success in reducing pain and disability for chronic inflammatory issues, including knee osteoarthritis and tendinopathy, especially when combined with active conditioning
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Have a special someone who you think needs some of our products in their life? You can ship any InfraRestore product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus, we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!
Are you stocked in any stores anywhere?
InfraRestore is an exclusively online store dedicated to serving our customers throughout Australia. By skipping the traditional retail storefront, we are able to keep our overhead low and pass those direct savings straight on to you.
Please note that we currently only ship to Australian addresses and do not offer international shipping outside of Australia.
Returns & Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 30-day risk free trial of our products, during which you can return them at any time.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return the products?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided it is returned within 30 days.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned in as new condition, with any tags and the original box.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Do I have to pay for returns?
Yes, customers are responsible to covering the return shipping costs to our warehouse. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
Just contact our friendly team here and they will be able to help you along the way.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.
How long does it take for my return/exchange to be processed?
We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
How long does it take for my refund to be processed?
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.
Payment
How secure is your payment?
All jokes aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hi@infrarestore.com This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
We always strive to be the best, so we love hearing your thoughts. We also love hearing your InfraRestore stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our main operations are based in Auckland, New Zealand, where our brand was founded.
To keep our processes seamless and ensure we can offer premium products directly to you, your InfraRestore orders are shipped safely and efficiently straight from our international warehouse to your door in Australia.
Please note: Our headquarters is not a retail store and we do not hold stock there, so we are unable to offer order collections or local pick-ups.