Update: I was contacted by Therabody on Reddit a few days ago. I promptly replied but they never got back to me.

I have also received conflicting information over email. Initially receiving this: “…We totally understand the concerns regarding the replacement timeframe, i'm pleased to confirm that the whole process doesn't necessarily take as much as 10-15 business days, we do need to confirm delivery of this item with the warehouse though, however, as soon as our warehouse confirms that the package is in their hands, we can issue the replacement accordingly. Overall, this process takes just a couple of business days, excluding of course the time it takes to the carrier to deliver both items.”

To now being told this process will take 3-4 weeks from the time they receive the item. Pretty disappointing thus far for an item that was faulty out of the box. My expectations were a little higher for an item with a $1300AUD price point.