Nasty Return Policy Makes Shopping Here Russian Roulette
Down Under
I needed a good backrest for my poor aching back and I found one through a search at Down Under Online Store. The site has tons of items for good posture, back and neck injuries and pain, and comfort. Vast amounts of backrests and other items awaited me and I eventually chose the one I wanted.
I had no issues with the site but I am not recommending it to you. Weird, huh? After reading the return policy carefully, I feel there is too much risk when buying from this store unless you 100% sure of exactly what you are ordering. If you KNOW you won't need to return the item, fine. Otherwise, the return policy stinks and I won't go back even though I can't complain about my order.
What this Site Sells
This site has a huge inventory of products ranging from ergonomic chairs, beds, body pillows, contour pillows, healthy back and neck items, and so much more. The emphasis is on pain free backs and necks and products you can use to achieve that.
Navigation and Ordering
The site has so much stuff, it is a little daunting, but it is very clean and neat. There is nothing busy about it. Links take you to categories and you can browse or search by keyword. Descriptions and photos are excellent. Prices are not super low but there is no shipping on any order — even things that are very heavy — so there is savings right there.
There are some informational columns and articles posted about keeping your back and neck aligned and in good shape which are worth a read, especially if you suffer from a neck or back injury or pain.
Add items to your cart then head to the checkout. Often, you will be able to personalize your items with add ons like trays for chairs, special padding, and other accessories. You can choose to add them or bypass them and go straight to the checkout. Form there, it's smooth sailing.
Checkout is the standard Yahoo type. You will fill out your personal info and email address. I was not charged tax or shipping. I was offered delivery confirmation for $3.00 but declined it. You will then input your major credit card and expiry and the order will be confirmed in moments. You will receive a confirmation email and another one with your FedEx Ground tracking number and expected date of arrival.
Orders should arrive in five to 10 days depending on where you are and what is being sent.
My Experience
My back and neck have been killing me and my doctor said it was how I was sitting (Ahem, lying with the laptop on my legs is more like it.) and said to get something supportive for my back while I work. That left a lot to interpretation. I found Down Under Online Store while searching back products and I liked all the variety. The prices were average — certainly not low — but I wanted something that was high quality and would last. I found a Backrest Support Cushion that I could personalize by using an air pump (It isn't inflatable. There is an inflatable lumbar cushion built in). The price was decent and I decided to give it a try. I was not charged shipping or tax which was great.
I got my confirmation and shipping emails and I received my order in about eight days. It was as expected and I am happy with it. That's good because I hadn't thoroughly read the return policy when I purchased the item and I could have been out all kinds of cash if the item hadn't worked out for me.
Shipping and Returns
Shipping is free on all orders in the contingent US, no matter what the weight of the item.
Returns are accepted for up to 30 days on most items. However, due to health reasons, certain items can't be returned and that includes beds. That would make me leery of buying a bed from them since it is such a huge investment. Some other personal care products are non-returnable and the list is on the site under policies.
Here comes the bad part. If you return an item, you will be charged the shipping you would have been charged if shipping were not free. You are also responsible for return postage back to them and there is a MINIMUM of a 10% restocking fee. They do not tell you what the maximum is. This policy, in my opinion, stinks and it was what turned me off of the site despite the fact that I was lucky enough to have a good experience. I want to know what I will be charged if I need to return something. I don't want some minimum or mysterious figure tossed out at me.
Wrap Up
My experience went off without a hitch. I am happy with my purchase and had no need to contact customer service. However, I will NOT shop on this site again because the return policy is sketchy at best, shady at worst. I will not sink good money into something pricey only to find returning it for whatever reason is going to cost me almost as much as I paid. The site is good, the variety is good, quality is good, the return policy stinks. I give this site 3 stars and I can't find it in my heart to recommend it to you because you could have all kinds of trouble. However, for smaller, less expensive items, I suppose you won't be risking too much if you do purchase from the site. I did!
