Shipping and Returns
Shipping of Online Orders
Order Processing Time
Most Snooza products are made to order, so online orders are generally despatched two business days after receipt of payment.
Transit times will vary depending on your location but it is generally 2-5 business days to most metro areas. Remote and regional areas may take longer to deliver to.
We use Australia Post and Startrack Express for most online order deliveries.
We and Australia Post will email you upon despatch with a hyperlink that will enable you to track your parcel as it travels.
Shipping Costs
We deliver Australia wide for a flat rate of $14.95, per order. Exclusions apply to oversized items, which may incur an additional charge. Additional charges are calculated at the checkout.
Please be aware that further charges may apply if clear delivery instructions are not provided and our courier company is required to make an additional delivery attempt.
For international customers, please contact us at info@snooza.com.au
Delivering your order
We use Australia Post and Startrack Express to ship online orders. You can supply delivery instructions in the event that no one will be home on the day of delivery e.g. please leave at front door. We strongly recommend however that you have your order delivered to a business address or opt for a card to be left for later collection.
Items requested to be left unattended are done so at your own risk. For safety reasons, drivers are not able to venture further than the front area of the property.
Australia Post and Startrack Express are both able to take undelivered parcels back to the nearest Post Office.
Tracking your order
We ask for your email address during checkout. This is because our courier company will email you upon despatch with a hyperlink that will enable you to track your parcel as it travels.
A tracking number for your order will also be stored in your My Account section. You will need to create an account to have access to this dashboard.
International orders
Please contact us directly for international orders. Prices on our site are quoted in Australian dollars, inclusive of GST . We’re more than happy to ship outside Australia but will need to get back in touch with you with shipping costs.
Out of Stock/Delays
If we’re unable to supply what you’ve ordered or there will be a delay in manufacturing, we will contact you to advise. You can then choose to wait, change what you’ve ordered or you may simply cancel your order.
Click & Collect
We are delighted to announce we will be adding a Click & Collect option to our online store.
Instructions
Simply select the 'Pick Up' delivery option at check-out and complete your order. Here you can choose to be notified via e-mail or text message.
Collection
As our products are made to order, please note, it may take up to 2 business days before your order is ready to be collected. You will receive an e-mail/text message upon your order's completion. Please wait until you receive this message before you come to collect your order.
Once ready, orders can be collected at our Factory Shop. 59 Grange Road, Cheltenham, 3192, Victoria.
Please remember to bring a copy of your order (e-mail/text message), and valid Identification.
Our Customer Service Team can be reached on 03 9583 3876 or via email info@snooza.com.au.
Returns
At some point you may need to return an item to us. Whether it's faulty, the wrong size, or not what you ordered at all, we are happy to accept returns under the following conditions.
Refunds/Exchanges
If you're returning an item because you've chosen the wrong size, colour, or it really wasn't what you expected, the item you're returning must be unused i.e in resellable condition. In these instances you will be responsible for the postage incurred in returning the item to us. Returns must be made within 30 days of receipt of the original purchase and should be clearly labelled with your contact details in case we need to reach you.
Before returning goods, please contact our Customer Service Team to log your return, so we can track it and process it correctly.
Our Customer Service Team can be reached on 03 9583 3876 or via email.
Faulty products
All Snooza products are covered by Australian Consumer Warranties.
If your Snooza product is faulty from workmanship or materials, please let us know. We will need to evaluate the product to ensure that it is faulty and not damaged through wear and tear. Please contact our Customer Service Team to log your faulty product claim and send us as much information as you can. The more details the better (photos are great!) so that we can determine what has gone wrong and ensure it doesn't reoccur. If an item is deemed to be faulty we may repair or replace depending on the situation.
Damaged products
Whilst we cannot guarantee against the damage pets can cause (dogs can chew through solid bone after all, so NO fabric is safe!), we do offer our Snooza Repair Service in an effort to extend the life of your bed. Replacement parts are also available. If it's damage you feel has been caused before your item arrived, please contact us asap so that we can resolve the problem.
Find out more about the Snooza Repair Service here
Afterpay Returns
If you've paid for your order with us via Afterpay, a return for a refund or exchange will be treated as the above.
Any questions/comments? Please email info@snooza.com.au
