SHIPPING & RETURNS

* COVID-19 related delays - some delays (1-2 weeks for local, 3-4 weeks for international deliveries) are expected due to border closures and increased volume of parcels. Our best advice is to place your order sooner rather than later. *

Shipping Time

We use a few different courier companies to give you the best, fastest, most affordable, and reliable service. 
The delivery time depends on your order and location.
We will do our absolute best to dispatch your order within 2 business days.
Please find below an estimated delivery time once your order leaves our Melbourne warehouse:

  • Melbourne, Sydney, Adelaide, Brisbane:2-7 business days
  • Canberra, Wollongong, Newcastle, Gold Coast, Sunshine Coast, Darwin: 4-7 business days
  • Hobart, Launceston, Perth: 7-10 business days
  • Remote areas: Up to 21 business days

Out Of Stock Items

If some of the items in your order are out of stock, we will wait until they are back in stock and ship your entire order together.
If we expect a long delay, we will let you know.

PO Box, Parcel Locker, and Parcel Collect

Due to the size of our parcels, in most cases we will not be able to ship your order with Australia Post.
Therefore cannot deliver to a PO Box / Parcel Locker / Parcel Collect.
We kindly ask that you provide a delivery address that is not Australia-Post related (home, office, etc).
If no such option is available, our customer service team will get in touch with you to find a solution.

Delivery Days

Usually deliveries are made on weekdays (Mon-Fri) during business hours 9am-5:30pm.
However, some couriers may at times deliver on weekends in order to keep up with high volumes of parcels.
Please note that it is not possible to nominate a day or time for a delivery to occur.

Tracking

All our deliveries come with tracking.
Once we dispatch your order, you will receive an email with your tracking info.
If you didn't get such email, please check your spam/junk folder.

Delivery Alerts

If you put your mobile number in the order, you may get text messages from some couriers regarding your delivery. Please note that it is not possible to get the courier to call or text before a delivery is made. The best way to know when your parcel is coming is to check the tracking info.

Authority To Leave At the Door

If you think it's safe to leave your order at the door or somewhere around the house (carport, garage, verandah, behind the gate, back door, etc) please tick the "OK to leave at" checkbox and write where exactly you want it to be left. The default location is at the front door.
Please note: If you give us the authority to leave your parcel at the door, it means that you are responsible for the parcel once it is left at the door. ?
Having said that, you should know that we have never had a parcel stolen! 

Insurance

To give you peace of mind, all our orders are insured during shipping at no extra cost.

Shipping Outside Australia & New Zealand

Wherever you are, we can ship our products to you!
If you're outside Australia and NZ, and want to place an order, please get in touch with our customer service team for a shipping quote.
Please note that any customs, duty, VAT/GST charges, that may be required under local law will have to be paid by you directly to the relevant authority.

RETURN POLICY

Items purchased from Numu-roo may be returned in the original condition and unused for a credit, excluding any shipping charges. You must contact customer care within 3  days of receipt of the merchandise if there is any issue or damage upon arrival. 

In the case of Numu-roo cot mattress, a 30 nights return policy is in place (not for damage but for user experience)

In the case of Numu-roo bassinet mattress, a 20 night return policy is in place (not for damage but for user experience).

If applying the 30/20 nights guarantee policy, you can do so only after you have tried the mattress for a minimum of two weeks. This is to allow baby to get used to the mattress before a decision to return is made.

The guarantee policy allows for the return of and refund the mattress only. Returns will only be accepted with carton mattress arrived in. Shipping the return will be organised by Numu-roo and the shipping cost will be reduced from the refund amount.

The guarantee policy doesn't apply to custom sizes 

If you believe an item is faulty or damaged, we may need to have the item assessed by the manufacturer to determine whether or not you are entitled to a refund. Please reach out to us as soon as you are aware of the fault.

In most cases, requested refunds will be applied once the mattress has been returned to our Melbourne location excluding any shipping costs

Numu-roo will, at all times, honour its obligations under the Australian Consumer Law.

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