Shipping policy

1. Order Processing

  • Processing Time: Orders are processed within 1–2 business days after payment confirmation, unless they are on pre-orders.
  • Pre-orders: Pre-order items ship on the date shown at checkout.

2. Shipping Rates

  • Every order ships free. Standard shipping is free on all Sleepsake orders, worldwide — no minimum spend, no weight surcharge.
  • Express (Australia only): Express shipping is available within Australia at the rate shown at checkout.

3. Shipping Methods & Estimated Delivery Times

  • Australia: Standard (4–7 business days) or Express (1–3 business days)
  • International: Tracked (5–10 business days)
  • 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. Duties & Taxes

  • All duties and import taxes are prepaid by us. You will never be asked for a customs charge on delivery.

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, excluding public holidays.