Frequently asked questions
Find clear answers about MoveAli products, ordering, delivery and returns. If your question isn’t covered, contact our support team and we’ll help.
PRODUCTS
About MoveAli
What is the MoveAli Stretch Pro?
What is the MoveAli Stretch Pro?
The Stretch Pro is MoveAli’s stretching aid. It has a wide fabric body with a built-in foot opening at one end and a hand bar at the other. It is currently available in Pink and Blue.
Visit the product page to see the current options.
Who is the Stretch Pro designed for?
Who is the Stretch Pro designed for?
It is designed for people who want a dedicated aid for familiar stretches at home. If your circumstances affect how you move or you need formal suitability guidance, ask us before ordering.
What should I confirm before ordering?
What should I confirm before ordering?
The product page shows the current colour options. If a dimension, material or included item matters to your decision, email support@moveali.com to confirm it before ordering.
GETTING STARTED
Using MoveAli
How does the Stretch Pro work?
How does the Stretch Pro work?
One continuous fabric body forms the built-in foot opening at one end and connects to the hand bar at the other, giving your foot and hands defined contact points in one aid.
How do I use the Stretch Pro?
How do I use the Stretch Pro?
Before first use, email support@moveali.com to confirm the current setup guidance. If anything is unclear, ask before using the product.
Can I use it with an injury or health condition?
Can I use it with an injury or health condition?
MoveAli does not make medical-suitability claims for the Stretch Pro. If an injury, condition or professional treatment plan affects how you move, seek advice from an appropriately qualified health professional before using a stretching aid.
LOOKING AFTER YOUR PRODUCT
Care and storage
How should I clean and store the Stretch Pro?
How should I clean and store the Stretch Pro?
Email support@moveali.com to confirm the current care and storage guidance before washing the product or applying a cleaner.
AT CHECKOUT
Ordering and payment
Which payment methods can I use?
Which payment methods can I use?
The store currently displays American Express, Apple Pay, Google Pay, Mastercard, PayPal, Shop Pay, UnionPay and Visa.
Can I change or cancel my order?
Can I change or cancel my order?
Email support@moveali.com as soon as possible with your full name, order number, order email address and the change you need. We’ll help where we can, but changes and cancellations are not guaranteed after processing or dispatch.
What should I include when contacting support about an order?
What should I include when contacting support about an order?
Please include your full name, order number, the email address used for the order and a clear description of what you need. For a damaged, defective or incorrect product, include relevant photos or video.
When is customer support available?
When is customer support available?
Support hours are Monday to Friday, 8:00 am–5:00 pm AEST (Brisbane time). MoveAli is closed on weekends and Queensland public holidays. Replies are expected within one to two business days and may take longer during busy periods.
YOUR ORDER ON THE WAY
Shipping, delivery and tracking
How long does order processing take?
How long does order processing take?
Order processing takes one to three business days.
What is the estimated delivery time?
What is the estimated delivery time?
Estimated delivery is four to ten business days after processing and dispatch. Read the Shipping Policy for the current details.
Where can I find my tracking number?
Where can I find my tracking number?
When tracking is available, the tracking number is sent in your shipping-confirmation email. Enter it on the Track Your Order page.
Why isn’t my tracking showing an update yet?
Why isn’t my tracking showing an update yet?
If your order was only recently dispatched, the carrier’s first update may not appear immediately. Try the tracking number again later. If it still cannot be found, contact support.
What if I can’t find a tracking number?
What if I can’t find a tracking number?
Check your shipping-confirmation email and its spam or junk folder. If you still cannot locate it, contact support with your full name, order number and order email address.
PURCHASE REASSURANCE
Returns, refunds and product concerns
How do I request a return?
How do I request a return?
Contact MoveAli within 30 days of receiving your order. Returns must be approved before you send anything back. Start by emailing support@moveali.com with your full name, order number, order email address and reason for the request.
What condition must a return be in?
What condition must a return be in?
An approved return must meet the condition, hygiene, packaging and included-item requirements in the Refund Policy.
Who pays return postage?
Who pays return postage?
The customer pays change-of-mind return postage. MoveAli covers reasonable return costs for confirmed damaged, defective or incorrect products.
What should I do if my product is damaged, faulty or incorrect?
What should I do if my product is damaged, faulty or incorrect?
Contact MoveAli within 14 days of delivery. Include your full name, order number, order email address, a clear description and relevant photos or video. Your rights under Australian Consumer Law are not affected.
When will I receive an approved refund?
When will I receive an approved refund?
After the returned item is inspected and the refund is approved, MoveAli issues the refund to the original payment method within seven business days. Your payment provider may take longer to show it.
Is original postage refundable?
Is original postage refundable?
Original postage is normally non-refundable, except where the order involved a MoveAli error, a confirmed defect or damage before delivery. See the Refund Policy for full details.
Still need a hand?
Email support@moveali.com or use the Contact Us page. Support is available Monday to Friday, 8:00 am–5:00 pm AEST (Brisbane time), with replies expected within one to two business days.