Delivery & Returns

Operations Update

 

As at 21st April 2020

At present, please give us 2 business days after you place an order on ergopouch.com.au to pack and dispatch your goodies. From this point, your will receive a tracking email from Australia Post. If you have not received a tracking number from Australia Post within 2-5 days from placing your order please contact [email protected] Our Customer Service Team will aim to get back to you within 2 - 5 business days. 

Please note,

    • Weekends and public holidays are not counted as business days
    • Australia Post tracking may not update, even if the parcel is en route. 
    • Australia Post are inundated with online purchases so please allow additional time for delivery.
    • We dispatch orders from our warehouse based in Melbourne, Victoria. Due to the current operating conditions of Australia Post, orders may take longer to deliver.
    • International shipments may also experience a delay due to the limited flights available.  
    • COVID-19 may impact delivery timelines

 

Our retail stockists also have a supply of eP products around Australia. Check our stockist page to contact your nearest store.

 

Returns and Exchanges


For orders made on ergopouch.com.au, we are extending our returns policy to 30 days to cater for families who cannot get to a post office to return their product, due to lockdown or quarantine.  All other aspects of our existing returns policy apply, see below for more details and how to create a return.  

Please contact our customer service team via [email protected] if you have any questions or issues. As our Customer Service Team may be working from home in line with government recommendations and at our own discretion with their safety in mind, we ask you email first and not phone for more efficient service.

Once again, thank you for the love, support and patience during these times.

eP X

 

Delivery

Delivery within Australia

ergoPouch charge a flat rate delivery fee of $11.90 anywhere in Australia. Delivery is free for orders over $100, excluding any Gift Voucher value you may have in your cart.

Delivery of Online Gift Vouchers via email, is free.

We choose Australia Post to deliver sleep to your door. Please check their website for further details on delivery times. Once you've received your order dispatch email and a tracking code from Australia Post, please allow the following delivery timeframes.

 

Metro Within 7 business days*
Regional 7 - 14 business days
Remote Within 21 business days

* Please note due to lockdown measures in Melbourne, Australia Post advises of delays up to 3 days 

* Please note due to Australia Post's pause in parcel collections, there will be further delays in delivery for orders made between 3-6th September 2021

 

Sales Periods

Due to higher order volumes during sales periods, please allow for an additional few days for your order to be processed & delivered. 

 

New Zealand and International Delivery

ergoPouch Australia ships worldwide, from our warehouse in Melbourne, Victoria. The only countries we do not ship to at this time is United Kingdom & French Guiana (sorry, guys!).

Shipping fee for NZ is a flat rate delivery fee of $15 AUD. Global shipping fees for other countries are a flat rate fee of $25 AUD per order, and FREE for orders over $200.

Please note, the receiver is responsible for any customs and duty fees that may be charged at the port of entry. If the receiver refuses to pay these charges and the item is returned to us, unfortunately we cannot offer a refund on freight and your item will not be reshipped.

If you prefer to purchase ergoPouch locally in your region and currency, we have separate sites for the USAUnited Kingdom and Brazil.  You can also check out our International Stockists to find a stockist near you.

 

Returns & Exchanges - Australia 

 

For purchases from ergopouch.com.au, we are happy to accept items back for an exchange or refund within 30 days of receipt provided they meet the following terms:

  • Items must be returned unused and unwashed, in a sellable condition and the original packaging undamaged. 
  • We do not accept returns or exchanges on Outlet page unless faulty. Outlet products are considered final sale. Faulty products will be replaced in the same style, print and TOG.
  • We do not accept returns on Online Gift Vouchers  

 

To arrange your online exchange or return please complete the following steps; 

  1. Download the ergoPouch Exchange & Return form 
  2. Fill in your return details – you can fill this form in digitally on your computer or mobile, or print it. We encourage the digital option as being more environmentally friendly!
  3. Email a completed copy of the form to [email protected] Please make sure the form is legible.
  4. You will receive a confirmation email from us with a returns authorisation number, and the address to send your return to
  5. Refunds are granted provided the returned product(s) meets the conditions outlined above

Please note - we are unable to accept unsolicited returns

Exchanges

Please follow the above steps. Postage and handling are covered by the purchaser to send the item back. ergoPouch provide you with a code for use on our website to arrange your exchange (Australia only). 

Refunds

Please follow the above steps. Postage and handling are covered by the purchaser to send the item back. Please note, we only refund the cost of goods excluding the original shipping charge. 

If you have purchased ergoPouch product from another retailer, please contact them directly for their refund & exchange policy.

 

Returns & Exchanges - International

 

International orders can be returned for a product refund only (shipping charges are non-refundable). Unfortunately, we cannot provide an exchange. We accept items back for a refund within 30 days of receipt that meet the following terms:

  • Items must be returned unused and unwashed, in a sellable condition and the original packaging undamaged. 
  • We do not accept returns or exchanges on Outlet page unless faulty. Outlet products are considered final sale. Faulty products will be replaced in the same style, print and TOG.
  • We do not accept returns on Online Gift Vouchers
  • We do not offer exchanges on international orders

 

To arrange your international return please complete the following steps; 


  1. Download the ergoPouch Exchange & Return
  2. Fill in your return details – you can fill this form in digitally on your computer or mobile, or print it. We encourage the digital option as being more environmentally friendly!
  3. Email a completed copy of the form to [email protected] Please make sure the form is legible.
  4. You will receive a confirmation email from us with a returns authorisation number, and the address to send your return to
  5. Refunds are granted provided the returned product(s) meets the conditions outlined above

Please note - we are unable to accept unsolicited returns. Postage and handling charges are covered by the purchaser to send an item back.

 

Faulty Items

 

Occasionally a faulty item may slip through our inspection fingers and end up in your hands. If your item arrived with a manufacturing fault, the team will happily help to arrange your replacement.  Please email Customer Service on [email protected] with the below details.   

  1. A receipt or ergoPouch web sales number 
  2. Details of the product (TOG, Size, Print)
  3. Batch number (check the care instructions tag on the collar)
  4. A photo of the item
  5. Your postal address   

ergoPouch will cover all associated postage costs with exchanging faulty items.

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