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Shipping & Returns

SHIPPING
Puckababy Shipping

How fast will my order be delivered
We pre-stock all of our items that we have for sale. Because of this, most orders placed on our webshop before 1PM (AEDT) will process and ship the same day. Orders placed after 1PM, or on a weekend or public holiday, will be processed on the next business day.

All items are shipped from our warehouse in Melbourne. As a guideline please refer to the below delivery times.

Standard Shipping
Within Melbourne – Up to 3 days 
To Sydney / Adelaide – 3 / 4 days 
To Brisbane – 4 / 5 days 
Other Capital Cities & Country Locations – 6 / 7 days

Express Shipping
Melbourne / Sydney / Adelaide / Brisbane / Perth – next day delivery 
Other Capital Cities & Country Locations – 2 / 3 days

International
New Zealand only - 7 / 12 days

All orders are packed carefully in order for you to receive them in the same condition they left our warehouse; in perfect condition.

Shipping costs
Standard shipping within Australia is charged at a flat rate of $11.95. We also offer Express shipping at a flat rate of $14.95.

How do I know if my order has been shipped
Once orders are sent we will email you an email notification with your tracking number. In some cases you will receive an email with tracking details from our courier directly.

What if I am not home when my order is delivered
We want to ensure your parcel will arrive in great condition and securely so if you are not at home when your package arrives, Australia Post will leave a card which you just need to take to the nominated Australia Post branch to pick up your parcel. Our couriers will either leave a card and attempt to re-deliver the following day or if deemed save, will leave the parcel at your door. 

Items lost or damaged in transit
Once your parcels have left our warehouse they are then property of Australia Post or our courier.  If your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you.

WARRANTY & RETURNS
We want you to have a great online shopping experience and hope that you love Puckababy products as much as we do. So much detail goes into all of our products, and we take tremendous pride offering unique, functional designs made of superior quality materials. 


If you have any questions regarding ordering, sizing, TOG ratings, or would like general advice on one of our Puckababy products, our Customer Support team will be happy to assist you.

Customer Support Phone: 04 3183 7688
Customer Support Email: customerservice@puckababy.com.au

Whether you are returning a product because you simply changed your mind, the product appears faulty upon receipt or it falls under a warranty, our returns process will apply. 

Wrong size/color or just changed your mind
If you are not happy with your purchase or you have chosen the wrong size/color, you may return the product(s) by following the steps outlined below.

  • Products must be returned within 30 days of receiving the product
  • You must include your order number with the product that you are returning 
  • Products must be received in their original condition; unworn, unwashed, not altered, soiled or damaged and in brand-new condition 
  • Products must have all tags attached and be in the original packing, including the instruction booklet
  • Customer is responsible for the shipping costs of returns 
After receiving the product from you, we will do an inspection and process the return within five working days. If you would like to make an exchange, let us via phone or email so we can put the product aside for you. The exchange will be shipped after the returned item(s) are inspected. Please email us if you would like to return your item so that we know to expect it. 

Faulty product

We thoroughly inspect all of our products prior to shipment. In the unlikely case of receiving a faulty product, we are only too happy to offer an exchange or refund. We ask that you contact us via phone or email in such an event, as we will want to know what is wrong with the product. We may ask you to provide photo(s) showing the defect/fault in order to speed up the process.

Warranty & Complaints
We fully stand behind our products and want our customers to be satisfied with their purchases. Therefore, we are pleased to offer you a warranty on purchase for brand-new products. For the entire Puckababy product line, the warranty period is 2 months from the date of purchase.   

If you have a complaint, please provide us with your order number and/or a copy of your receipt. Complaints can be reported to customerservice@puckababy.com.au. After receiving your email, we will contact you within 2 business days to handle your complaint correctly and accurately.

Payment
If, after receipt and inspection of the returned product that entitles you to a refund, we will instruct our payment provider to process the refund request. You should expect to receive your refund within 10 business days.