Shipping policy

 

Delivery Times

We do our best to have your order packed and shipping on the same day as your order is made, or the next morning!

We ship daily from warehouse in Melbourne. You will receive a tracking number email once your order is sent. Please check your junk and spam folders if you have not received any tracking information.

Typical shipping times are as follows:

VIC: 1-2 days
NSW, QLD, SA, ACT, TAZ: 2-4 days
WA: 3-5 days
NT: 3-7 days

If you would like to calculate the estimated shipping time to your location, please check out the AusPost website which is regularly updated: https://auspost.com.au/service-updates/domestic-delivery-times. Standard and express delivery times are guidelines from Australia Post, we cannot guarantee delivery times. AusPost has informed us that there are delays to WA currently.

Our handling time is one business day. Rarely, there may be an additional 1-3 business days at peak times such as holiday periods, sale periods and extreme weather events. We always try our best to minimise delays as much as we can!

We do not dropship our products so please rest assured knowing that your product is on the way from one of our domestic hubs.  

Types of Postage

As our product is twice the density of other memory foam play mats, the product is typically twice the weight. In order to provide free shipping Australia-wide, we utilise a range of courier and logistics partners. For most same-state orders, Australia Post will be utilised while cross-country fulfilment may suit other providers.

The majority of our shipments are with Australia Post with tracking numbers provided.

Incorrect or Missing Address Details

We want you to receive your order without any issues! Please take care to enter your address correctly including unit number if applicable. Please note that the website may give you suggested addresses when you start to enter your address. These are a guide only, please ensure it is correct or enter it manually.

If you have noticed your address is incorrect and it is on the way but not yet delivered, you may be able to request a redirect with the postage service. To do this, click on your tracking number link. Then, underneath your tracking details there should be a button that says 'Redirect it.' Click on it and enter your correct address. Please note that this is a request only and providers are not always able to successfully redirect. Read more on AusPost's website here.

If your order is returned to us due to an incorrect address, it will cost $30-$60 per item to send it back out to you depending on the size of the item and your location. Uncollected items and refused deliveries also incur this redelivery fee. 

We are not responsible for lost or stolen parcels if you request the parcel to be left unattended if you are not home.

Incorrect Order Details

Please ensure accuracy when placing your order. Although we would love to be able to, we usually cannot change order details once the order has been placed due to our fast processing times. It is required of the customer to make sure their order is correct in regards to the products, including but not limited to; size, colour and quantity of items. The customer is required to cover costs such as return postage or difference in product costs. 

Please note that cancellation requests are not able to be fulfilled once an item is dispatched. 

Lost In Transit Orders

For missing orders or items lost in transit by shipping providers, please contact us as soon as suspicion is raised and within 50 days of the item being sent. 

Damaged Orders

If you received your order and the parcel is damaged, please take a photo of the parcel and notify us immediately. Do not open it and no not use it.