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

We ship with multiple carriers across Australia depending on the best service, price and reliability. 

All PO BOX and Parcel Locker orders will be required to be shipped with Australia Post and may incur additional shipping charges dependent on your order weight and shipping location.

XL Memory Mats cannot be delivered via Australia Post due to size limitations and hence, cannot be delivered to PO BOX or Parcel Lockers.

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. We try to provide free shipping to as many locations as possible across Australia but unfortunately this isn't always achievable. In the rare case that your address is outside of our free delivery zones, we will heavily subsidise your shipping charge.

The majority of our shipments are with Australia Post and DFE 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 and follow instructions for redirection. This must be done with the carrier - we cannot make these requests for you once dispatched.

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. 

In the case that your order is returned to us due to an incorrect address, you will be required to cover the return shipping costs as well as the re-shipment costs (we are generous with our free and subsidised shipping, but we cant be generous 3 times in a row). If you decide to cancel an order that has been returned to sender, the incurred shipping and return shipping costs will be deducted from your refund.

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. 

Shipping Protection Insurance

Shipping protection insurance is designed to provide peace of mind for your shipment and allow us to resolve any issues with your delivery internally rather than waiting on the standard investigation times of shipping and courier providers (50-60 days to investigate and resolve lost orders).

If your order is lost or damaged in transit, Zenli will dispatch a replacement item if stock permits, or an alternative replacement as agreed upon by the customer.

We want you to be enjoying your Zenli products as soon as possible - even if something goes wrong!