Shipping policy
This Shipping Policy (“Policy”) forms part of the Terms and Conditions governing the sale of goods by Snuggyz (“we”, “us”, or “our”) to you (“the Customer”). By placing an order through our website, you acknowledge and agree to the terms set out herein.
1. ORDER PROCESSING
1.1. Upon successful placement of an order, an order confirmation email will be sent to the Customer’s nominated email address. This confirmation serves as proof of purchase and should be retained for reference.
1.2. Order processing refers to the time required to prepare items for shipment after payment has been received and verified.
1.3. All orders are typically processed within three (3) business days of payment authorisation. Orders may, in certain cases, be dispatched on the same day or take up to three (3) business days depending on product availability and order volume.
1.4. Should any delay or issue arise in processing the order, the Customer will be notified promptly via email.
2. SHIPPING LOCATIONS
2.1. Snuggyz ships both domestically (within Australia) and internationally.
2.2. For any enquiries regarding shipping destinations or restrictions, Customers may contact us at shop@snuggyz.com.au.
3. SHIPPING RATES AND DELIVERY ESTIMATES
3.1. Snuggyz endeavours to deliver all orders promptly. Estimated delivery times will be provided upon checkout and are calculated from the date of shipment, not the date of order.
3.2. Delivery times provided are estimates only and may vary due to carrier delays, customs clearance, weather events, or other factors beyond our reasonable control.
3.3. Unless otherwise stated, delivery estimates are as follows:
Domestic (Australia):
Standard Delivery: Estimated 2–8 business days.
Free Shipping applies to orders valued at AUD$100 or more.
Standard shipping cost: AUD$9.90 per order.
International:
Estimated delivery times and costs are calculated automatically at checkout based on destination and weight.
3.4. The following conditions apply:
(a) Business days are defined as Monday to Friday, excluding public holidays.
(b) Orders are not dispatched or delivered on weekends or public holidays.
(c) Delivery times may vary depending on carrier practices, location, delivery method, and product availability.
(d) Orders containing multiple items may be shipped in separate parcels.
(e) Snuggyz shall not be liable for delays arising from incorrect or incomplete shipping details provided by the Customer.
3.5. During periods of high order volume (e.g., promotional events, holidays), additional processing or shipping time may be required.
4. TRACKING INFORMATION
4.1. Once an order has been dispatched, the Customer will receive an email containing tracking information to monitor the delivery status.
4.2. All domestic shipments within Australia include tracking by default.
4.3. International orders are shipped via Australia Post or other reputable couriers and include tracking where available.
If the Customer requests an alternative shipping method, Snuggyz cannot guarantee tracking or accept liability for delayed or missing deliveries under such arrangements.
5. INTERNATIONAL CUSTOMS, DUTIES, AND TAXES
5.1. All international shipments may be subject to customs duties, taxes, and fees imposed by the destination country.
5.2. Such charges are the sole responsibility of the Customer and are not included in the purchase or shipping cost at checkout.
5.3. Snuggyz has no control over customs processes or the resulting charges, and shall not be liable for any delays or costs incurred due to import regulations.
5.4. Any refusal to pay import duties or taxes that results in the return of the shipment will be treated as a Returned to Sender (RTS) order in accordance with Clause 6 below.
6. RETURNED TO SENDER (RTS) SHIPMENTS
6.1. In the event that an order is returned to sender due to, but not limited to, the following:
(a) Incorrect or incomplete shipping address provided by the Customer;
(b) Failure to collect the parcel from the post office or courier depot within the designated period; or
(c) Refusal to pay customs duties, import taxes, or related fees;
such order shall be processed as a refund to the original payment method.
6.2. Refunds for RTS shipments will be issued less:
(a) The original shipping cost; and
(b) A restocking fee of AUD$5 per item.
6.3. Should the Customer wish to have the order reshipped, a new shipping fee will apply.
7. DAMAGED GOODS
7.1. Customers are required to inspect all parcels upon delivery.
7.2. If any damage to the packaging or contents is observed, Customers must contact Snuggyz immediately at shop@snuggyz.com.au, providing photographic evidence of the damage.
7.3. Snuggyz will investigate and determine an appropriate resolution in accordance with applicable consumer protection laws.
8. MISSING OR LOST PACKAGES
8.1. If a package appears missing or delayed, the Customer is encouraged to first:
(a) Check with neighbours or building management;
(b) Inspect common delivery or courier drop-off locations.
8.2. If the order remains unlocated, the Customer must notify Snuggyz at shop@snuggyz.com.au.
8.3. Snuggyz will assist in initiating an investigation with the courier service. However, Snuggyz shall not be held responsible for losses resulting from incorrect address details or circumstances beyond its control.
9. LIMITATION OF LIABILITY
9.1. Snuggyz shall not be liable for any indirect, incidental, or consequential damages arising from delayed or failed deliveries caused by factors outside its reasonable control, including but not limited to carrier issues, customs delays, or force majeure events.
10. CONTACT INFORMATION
For all enquiries regarding shipment, tracking, or delivery issues, please contact:
Email: shop@snuggyz.com.au
Website: https://snuggyz.com.au/pages/faqs