Shipping/Returns & Warranties Policy

Shipping of Online Orders

Order Processing Time

Most Snooza products are made to order, so online orders are generally dispatched two business days after receipt of payment.

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 Australia Post will email you upon dispatch with a hyperlink that will enable you to track your parcel as it travels.

Shipping Costs

We deliver Australia wide for a flat rate of $19.95, per order. Exclusions apply to oversized items, which may incur an additional charge. Additional charges are calculated at the checkout.

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.

For international customers, please contact us at info@snooza.com.au

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

We ask for your email address during checkout. 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.

International orders

Please contact us directly for international orders. 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

We are delighted to announce we will be adding a Click & Collect option to our online store.

Instructions

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.

Collection

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.

Our Customer Service Team can be reached on 03 9583 3876 or via email info@snooza.com.au. 

Warranty

Snooza provides a 6-month warranty against manufacturing defects, including defects arising from faulty workmanship or materials.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This warranty is in addition to your rights under the Australian Consumer Law.

What's Covered 

  • Manufacturing defects in workmanship or materials.

What's Not Covered 

  • Normal wear and tear from regular washing and intended use.
  • Damage caused by rough handling or aggressive use by pets (i.e. bites, rips, burns, excessive scratching, stains, liquid damage).
  • Damage from using Snooza covers on non-Snooza beds.

How to Make a Warranty Claim 

  • Contact us at info@snooza.com.au or call +61 3 9583 3876
  • Provide proof of purchase and details of the defect.
  • If your claim is accepted, Snooza will cover reasonable costs of returning the item.

Returns Policy (Change of Mind)

If you have received your Snooza order and have not used the product, you are eligible for a return or credit note within 14 days of delivery. This does not affect your rights under the Australian Consumer Law for faulty goods.

To qualify for a return or credit note:

  • The Snooza Dog Bed must not be used, and swing tags still attached.
  • Covers and accessories must be unused and in new condition.

Please note:

  • Beds with removed swing tags are have been used are not eligible for change-of-mind returns or exchanges.
  • Shipping the item back to Snooza will be at the customer’s expense.

To initiate a return: 

  • Send an email to info@snooza.com.au
  • Once your return is received and inspected, if the item meets the conditions above, we will process your refund to the original payment method or issue a credit note upon request.

Credit Notes: 

  • If a credit note is selected, it will be issued once the returned item has been received and processed. The credit note amount will be issued less any shipping fees and will remain valid for 12 months.

Order Changes or Cancellation 

If you'd like to amend or cancel your order, contact us at info@snooza.com.au within 1 business day and before your order is shipped. We’ll do our best to assist but cannot guarantee changes once the order has been dispatched.