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  • Free delivery over $100 within AUS
  • FREE INTERNATIONAL DELIVERY FOR ORDERS OVER $200
  • Need help? Call us 1300 668 929

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Shipping and Returns


COVID-19 update for our customers

As at 17th March 2020.

 

ergoPouch Australia continues to operate, with a few changes to ensure the safety of our staff, customers and communities.   We understand that some families may be social distancing, self-isolating or are in quarantine. If you fall into this category and cannot or do not want to buy in-store, customers can order online at www.ergopouch.com.au as usual.  Before you place your order, we kindly ask you be aware of the following information.


Delivery

We are currently experiencing a higher volume of orders than usual in Australia. Please allow up to 10 business days for the delivery of your order within Australia. If you still haven't received your order after 10 business days, please contact our customer service team via cs@ergopouch.com.au

 

Please be mindful of the delivery address you are entering on your order  (i.e. if you usually deliver to a work address, you may want to reconsider if you expect to not be in your office soon).

 

If you are ordering for International delivery, please check the local delivery disruptions in your country before proceeding. ergoPouch are not held responsible for international carriers and quarantines imposed in your local region.

 

Our local carrier Australia Post have implemented their own measures to reduce the risk of  transmission, including no longer requiring signature upon delivery for parcels in Australia. You can read more about their policies here. 


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 self-isolation 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 cs@ergopouch.com.au if you have any questions or issues. As our customer 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.
 


Shipping


Australia

ergoPouch charge a flat rate of $9.90 anywhere in Australia. Delivery is free for orders over $100.

We choose Australia Post to deliver sleep to your door. Please check their website for further details on delivery times.

We are currently experiencing a higher volume of orders than usual in Australia. Please allow up to 10 business days for the delivery of your order. If you still haven't received your order after 10 business days, 


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

International

ergoPouch Australia ship globally, excluding French Polynesia.

International shipping fees are a flat rate delivery fee of $25 AUD per order, and FREE for orders over $200.

We choose Australia Post International (who may partner with another carrier) to deliver sleep to your international door. The delivery time can take 2-10 days depending on your location.

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.  


We have separate sites for the USA & U.K if you would like to compare shipping charges and shop in your local region and currency. 

 

 

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. Items must be returned unused, unwashed, in a sellable condition and the original packaging undamaged. 

 

Outlet page products are considered final sale, and are excluded from exchanges and refunds.

 

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


  1. Download & print the ergoPouch Exchange & Return form 
  2. Fill in your return details
  3. Email a completed scanned copy or photo of the form to cs@ergopouch.com.au *
  4. You will receive a confirmation email from us with a returns autorisation number, and the address to send your return to
  5. Refunds are granted provided the returned product(s) meets the conditions outlined above
  6. Please note - we are unable to accept unsolicited returns

 

* Note - you can email a photo of the completed form, however please ensure the text is legible


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 (shipping charges are non-refundable). Unfortunately, we cannot provide an exchange. We only accept items back within 30 days of receipt that are unused, unwashed, in a sellable condition and the original packaging is undamaged. Sale items are excluded from refunds.

 

To arrange your refund please download our form, click here and email a completed copy to Customer Service to begin the process - cs@ergopouch.com.au 


Postage and handling charges are covered by the purchaser to send an item back.

 

 

Faulty Items


Occasionally an 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 cs@ergopouch.com.au 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.