Shipping policy


1. Order Processing

  • Processing Time: Orders are processed within 1–2 business days after payment confirmation.
  • Cut-off Time: Orders placed before 12 PM AEST (UTC+10) are typically processed the same day. Orders after this time move to the next business day.

2. Shipping Rates & Free Shipping Threshold

  • Domestic (Australia):
    • Orders under AUD49 and under 1KG: AUD9.95 flat rate
    • Orders under AUD75 and above 1KG: AUD14.95 flat rate
    • Orders above AUD49 and under 1KG: Free standard shipping
    • Orders above AUD75 and above 1KG: Free standard shipping
  • International:
    • We currently do not ship internationally

3. Shipping Methods & Estimated Delivery Times

  • Domestic: Standard (4–7 business days)
  • International: We do not ship internationally at the moment
  • Customers will receive estimated delivery times upon selecting their location at checkout.

4. Order Tracking

  • A shipping confirmation email with tracking information (where available) is sent once your order has shipped.
  • Tracking updates may take up to 24 hours to become active.

5. Shipping Restrictions & Duties

  • We ship to all domestic destinations within Australia.
  • We do not ship internationally at the moment.

6. Lost, Damaged, or Delayed Packages

  • If your package is lost, damaged, or significantly delayed, please contact us within 14 days of the estimated delivery date.
  • We’ll investigate promptly and may offer a reshipment or refund, depending on the situation.

7. Cancellations & Address Changes

  • You may cancel or amend your shipping address within 2 hours of placing your order by contacting customer support.
  • Once an order has been dispatched, cancellation or address changes are no longer possible.

8. Exceptions & Peak Periods

  • Holiday periods (e.g., Black Friday, Christmas) may result in extended processing and delivery times—often up to 3 business days.
  • Sale items or large-volume orders might require additional handling time; this will be clearly communicated at checkout.

9. Contact & Support

  • For questions regarding shipping, delivery, or specific circumstances, reach out to us at support@sleepsake.com.au.
  • Our support team is available Monday to Friday, 9 AM to 5 PM AEST, excluding public holidays.