Frequently Asked Questions

Find answers about Spinalmate lumbar support cushions, seat cushions, shipping, returns, and product care. If you still need help, feel free to contact our support team.

🧘 Product Information (SpinalBack & SpinalSeat)

What is the difference between Spinalmate Premiere Series and CoolTech Series?

The Spinalmate Premiere Series and CoolTech Series lumbar support cushions are identical in structure and ergonomic support performance.

The only difference is the outer cover material/design, while the core lumbar support system remains the same.

How do I clean SpinalBack and SpinalSeat ergonomic cushions?

Both SpinalBack (lumbar support cushion) and SpinalSeat (coccyx seat cushion) come with a removable outer cover with zipper, making cleaning easy.

For best durability:

  • ✔ Hand wash
  • ✔ Air dry naturally
  • ✔ Avoid bleach or harsh chemicals

This helps maintain fabric quality and long-lasting ergonomic performance.

🚚 Shipping & Delivery (Malaysia & Singapore)

How long does delivery take in Malaysia and Singapore?

We provide fast and reliable delivery for all Spinalmate ergonomic cushions:

  • 🇲🇾 West Malaysia: 2 – 5 working days
  • 🇲🇾 East Malaysia: 3 – 10 working days
  • 🇸🇬 Singapore: 2 – 10 working days

Delivery times may vary during peak seasons or promotional periods.

Do you ship internationally?

Currently, we ship to:

  • 🇲🇾 Malaysia
  • 🇸🇬 Singapore

If you are located outside these regions, please contact us to check international shipping availability, estimated delivery time, and shipping fees.

🔄 Returns, Exchanges & Free Trial Policy

Do you offer a free trial for Spinalmate products?

We do not offer a free trial for purchases made on our official website.

However, customers purchasing through our official shopee stores may enjoy a 7-day return policy, depending on platform rules.

What is your 7-day return policy?

For eligible marketplace purchases:

To request a return:

  • Select reason: “Change of mind / Return in original condition”
  • Item must be unused, complete, and in original condition
  • Return request must be submitted within 7 days of receiving the product

Can I exchange the size of my Spinalmate cushion?

Yes, size exchanges are allowed.

Website orders:

  • Exchange is allowed
  • Customer bears return shipping + reshipping costs

Shopee / Lazada / TikTok Shop orders:

  • Submit Return & Refund request first
  • Use reason: “Return in original condition” (FOC)
  • Once refunded, you may reorder the correct size

⚠️ Important: Please ensure items are properly packed (plastic or courier bag) before returning.

🏬 Retail Store Availability

Do you have a physical store in Malaysia?

We currently operate online only and do not have a physical retail store.

You can purchase Spinalmate products here:

🌐 Official Website: www.spinalmate.shop
🛒 Shopee Store: https://shopee.com.my/spinalmate
🛍️ Lazada Store: https://www.lazada.com.my/shop/spinalmate
🎵 TikTok Shop: https://vt.tiktok.com/ZSB6Bp8Tk/

All marketplace purchases are subject to platform return policies (typically 7 days).

📞 Customer Support

How can I contact Spinalmate customer service?

We are happy to assist you with lumbar support cushion selection, order tracking, and product care.

💬 Live Chat
Available directly on our website (fastest response)

✉️ Email
spinalmate2019@gmail.com
Response time: within 1 business day

📱 WhatsApp
+6011-20781506
Monday – Friday, 10:00 AM – 6:00 PM (GMT+8)