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  • Free delivery over $100 within AUS
  • Need help? Call us 1300 668 929

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Shipping and Returns


Operations Update

As at 29th May 2020


To our incredible community, firstly a huge thank you for your continued support during these unprecedented times.


We are operating with limited resources during a much higher than normal demand. We are doing our best to dispatch and assist as quickly as possible to supply our community with sleepwear.  

At present, please give us 2 business days to arrange your goodies when ordering from ergopouch.com.au

Please note, weekends and public holidays are not counted as business days.
 
If you have not received a tracking number from Australia Post after this time, please contact cs@ergopouch.com.au. Our Customer Service Team will aim to get back to you within 1-3 Business Days. 

Note, Australia Post tracking may not update, even if the parcel is en route. 

Note, Australia Post are inundated with online purchases so please allow additional time for delivery. We dispatch orders from our warehouse based in Melbourne, Victoria and due to the current surge of parcels in the system, our neighbours in QLD, TAS, SA, WA & NT may face some additional delays (extra 3-5 days on top of standard delivery). International shipments will also experience a delay due to the limited flights available.

Our retail stockists also have a supply of eP products and most stores remain open (encouraging click & collect) or otherwise have moved to online, check our stockist page to contact your nearest store.

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

eP X


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

Please see the operations update above for the latest information on order processing & delivery time frames.

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.

 

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

NOTE - Currently it is taking 10-18 Business Days for delivery from Aus Post to NZ.

Shipping fees are a flat rate delivery 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.  

International

Due to the current world events & a lack of international flights, we are unable to ship internationally at this time.

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.