Shipping of Online Orders
Order Processing Time
Most Snooza products are made to order, so online orders are generally despatched two business days after receipt of payment. Update: Please note due to increased online order volumes our despatch time is up to 5 business days from receipt of order.
Personalised and customised products require more time to be prepared, so these can take up to 5 business days to despatch.
Transit times will vary depending on your location but it is generally 2-5 business days to most metro areas. Remote and regional areas may take longer to deliver to.
We use Australia Post and Startrack Express for most online order deliveries.
We and our Australia Post will email you upon despatch with a hyperlink that will enable you to track your parcel as it travels.
The total shipping cost is based on the combined weight of the items you have ordered and their destination. You can estimate your shipping costs in the check-out area without having to enter all your personal details.
Please be aware that further charges may apply if clear delivery instructions are not provided and our courier company is required to make an additional delivery attempt.
Delivering your order
We use Australia Post and Startrack Express to ship online orders. You can supply delivery instructions in the event that no one will be home on the day of delivery e.g. please leave at front door. We strongly recommend however that you have your order delivered to a business address or opt for a card to be left for later collection.
Items requested to be left unattended are done so at your own risk. For safety reasons, drivers are not able to venture further than the front area of the property.
Australia Post and Startrack Express are both able to take undelivered parcels back to the nearest Post Office.
Tracking your order
On check-out we ask for your email address. This is because our courier company will email you upon despatch with a hyperlink that will enable you to track your parcel as it travels.
A tracking number for your order will also be stored in your My Account section. You will need to create an account to have access to this dashboard.
For international orders please contact us directly. Prices on our site are quoted in Australian dollars, inclusive of GST . We’re more than happy to ship outside Australia but will need to get back in touch with you with shipping costs.
Out of Stock/Delays
If we’re unable to supply what you’ve ordered or there will be a delay in manufacturing, we will contact you to advise. You can then choose to wait, change what you’ve ordered or you may simply cancel your order.
Click & Collect
From Monday, 1 November, we are delighted to announce we will be adding a Click & Collect option to our online store.
Simply select the 'Pick Up' delivery option at check-out and complete your order. Here you can choose to be notified via e-mail or text message.
As our products are made to order, please note, it may take up to 2 business days before your order is ready to be collected. You will receive an e-mail/text message upon your order's completion. Please wait until you receive this message before you come to collect your order.
Once ready, orders can be collected at our Factory Shop. 59 Grange Road, Cheltenham, 3192, Victoria.
Please remember to bring a copy of your order (e-mail/text message), and valid Identification.
At some point you may need to return an item to us. Whether it's faulty, the wrong size, or not what you ordered at all, we are happy to accept returns under the following conditions.
If you're returning an item because you've chosen the wrong size, colour, or it really wasn't what you expected, the item you're returning must be unused i.e in resellable condition. In these instances you will be responsible for the postage incurred in returning the item to us. Returns must be made within 14 days of receipt of the original purchase and should be clearly labelled with your contact details in case we need to reach you.
Before returning goods, please contact our Customer Service Team to log your return, so we can track it and process it correctly.
Our Customer Service Team can be reached on 03 9587 3455 or via email.
If your Snooza product is faulty from workmanship or materials, please let us know. We will need to evaluate the product to ensure that it is faulty and not damaged through wear and tear. Please contact our Customer Service Team to log your faulty product claim and send us as much information as you can. The more details the better (photos are great!) so that we can determine what has gone wrong and ensure it doesn't reoccur. If an item is deemed to be faulty we may repair or replace depending on the situation.
Whilst we cannot guarantee against the damage pets can cause (dogs can chew through solid bone after all, so NO fabric is safe!), we do offer our Snooza Repair Service in an effort to extend the life of your bed. Replacement parts are also available. If it's damage you feel has been caused before your item arrived, please contact us asap so that we can resolve the problem.
If you've paid for your order with us via Afterpay a return for a refund or exchange will be treated as the above.
Any questions/comments? Please email firstname.lastname@example.org