FAQs

HOW DO I WASH MY PRODUCTS?

We recommend that you wash our products before you use them.  You can machine wash and tumble dry them and in terms of temperature, we recommend that you don't exceed 90 degrees.  And for home appliances, you shouldn't exceed those temps.

RETURN POLICY

Our products are covered under the Australian Consumer Law.  We do not provide refunds or exchanges should you change your mind after ordering or receipt of the goods.

If the goods are faulty please contact us at admin@crystalhc.com.au and you can choose either a refund or exchange.

Refund or exchange will occur within 14 days from the date of purchase. Please note that return shipping fees are the customer’s responsibility.

Please inform us before returning any products to us.

IS MY PACKAGE INSURED OR TRACKED?

Insurance or tracking is not included with standard shipping but can be arranged with a registered post option for an additional cost of $5. Please email us at admin@crystalhc.com.au to advise us that you wish to use registered post.

WHERE IS MY ORDER?

Once your order has been shipped, you will receive email confirmation with your shipping details. Please refer to shipping information for approximate delivery times.

WHAT CURRENCY DOES STAY DRY PRODUCTS ACCEPT?

All prices are in Australian dollars (AUD) and all payments must be made in AUD. When making payment using PayPal, please make sure you select AUD over your local currency.

I’VE FORGOTTEN MY PASSWORD

If you have forgotten your password, follow the 'Forgotten Password' instructions on the 'Register / Login' page. An email will be sent to your registered account.

MORE QUESTIONS?

If your question has not been answered above, please e-mail us at admin@crystalhc.com.au and we will get back to you within 48 hours.

01 General Product Care

  • Q1

    How do I launder my Staydry products?

    All of our products can be washed and tumble dried in temperatures up to 80 degrees. Do not use chlorine based bleach or fabric softeners on any of your Staydry products. These chemicals will coat and fill the hi-tech fibres and make your product lose function. Using oxygen-based bleach (such as Napisan), or washing vinegar works great for freshening up your products.

  • Q2

    How long will my Staydryproduct last?

    If you follow our care instructions, products will last over hundreds of washes and you will enjoy them for many years to come.

  • Q3

    Is it recommended that Iwash my before it is used it for the first time?

    Is it recommended that I wash my before it is used it for the first time?

  • Q4

    What’s the difference between water resistant and waterproof?

    Water resistant:  This means any spills will bead on the fabric for about an hour but after than it will eventually penetrate. Waterproof:  No liquid will penetrate the fabric at all.

  • Q5

    What is the best temperature to wash my Staydry product at?

    You can wash up to 80 degrees. This will ensure that any bacteria, dust mites and odours are eliminated.

  • Q6

    Can I dry my Staydry products in the dryer?

    Yes you certainly can. Dry up to 80 degrees

  • Q7

    What do I do if I spill something on my mattress protector?

    Pop it into the washing machine using warm/hot water and then into the dryer or line dry.

  • Q8

    Do any products have harmful chemicals in them?

    Definitely not, we don't use any harsh dyes or chemical treatments. We proudly meet Reach standards, some of the world’s strictest guidelines to ensure the protection of human health and the environment from the use of chemicals.

02 Environment & Sustainability

  • Q1

    Are Staydry products sustainable?

    Absolutely! Staydry products are designed with sustainability in mind. They are washable and can be reused hundreds of times, significantly reducing waste compared to single-use items that contribute to landfill. By choosing Staydry, you’re making an environmentally responsible choice that helps minimize your impact on the planet.

  • Q2

    How many times can washable continence products be reused?

    Washable continence products are designed to be durable and can typically be reused hundreds of times if cared for properly. This long lifespan makes them a cost-effective and environmentally friendly alternative to disposables.

  • Q3

    How do washable continence products compare to disposables in terms of waste reduction?

    Washable continence products drastically reduce waste compared to disposables. Over the course of their lifespan, they can prevent hundreds or even thousands of disposable items from ending up in landfills, making them a much more sustainable choice.

  • Q4

    What do I do with my product when I need to replace it?

    To keep our products out of landfill once the products have reached their end of life, we have partnered with Upparel, a textile recovery & recycling program.

03 Shipping & Returns

  • Q1

    What are your shipping times?

    We will ship your order the next day after receiving it.

  • Q2

    How can I track my order?

    As soon as your order has been fulfilled by our warehouse, you’ll receive a shipping confirmation email that includes the tracking number of your order and a link so you can check up on the whereabouts of your much anticipated wares.

  • Q3

    Can I cancel my order?

    If the order has already been sent out, you can wait for your order to arrive and send it back for a full refund.

  • Q4

    My underwear is the wrongsize, can I return them?

    As long as you have not tried them on and the packaging is intact, yes you can. Unfortunately for hygiene concerns, we cannot accept underwear that has been worn.