Shipping policy

We want your order to arrive quickly and in one piece. This policy covers where we ship, what it costs, how long it usually takes, and what happens if something goes wrong.

Where we ship

We ship Australia-wide. We do not ship internationally at this stage.

Shipping rates

  • Standard shipping is $12.50 per order, anywhere in Australia. That is per order, not per carton, so ordering more does not cost you more to ship.
  • Free on orders of $75 or more. Every nappy and nappy pants carton clears that on its own, whether you buy it one-off or on subscription.
  • Free on every subscription order, whatever it comes to.
  • Trial Packs ship free, with freight included in the price.

There are no postcode exclusions and no remote-area surcharges. The price you see at checkout is the price you pay.

Order processing

We aim to despatch in-stock orders placed before 12pm Melbourne time the same business day. Orders placed after 12pm, on weekends, or on public holidays are despatched the next business day. This is what we aim for, not a guarantee.

Online orders are despatched from our Sydney fulfilment centre and delivered by carrier. Local pickup from our Bendigo warehouse is available at checkout where we offer it, and your order is normally ready within one business day. Addresses near Bendigo may also see a free local delivery option at checkout; if it appears for your address, it costs nothing. We do not have a retail counter, so pickup is by arrangement rather than a shopfront.

Estimated delivery times

The times below are in business days and run from despatch, not from when you order. They are estimates only and are not guaranteed, because delivery depends on our carriers and on your location.

  • Metro east coast (Sydney, Melbourne, Brisbane, Canberra): 2 to 5.
  • Regional east coast (NSW, VIC and QLD outside metro): 3 to 7.
  • Adelaide and Hobart metro: 3 to 6.
  • Perth, Darwin, and regional WA, NT, SA and TAS: 4 to 8.

Public holidays, peak retail periods and extreme weather all add time. We post seasonal cut-off dates in our site banner and email subscribers in advance, so check the banner if you are ordering close to a holiday.

Subscription deliveries

Subscription orders are picked, packed and despatched from the same Sydney fulfilment centre as one-off orders, on the schedule set on your subscription, and the delivery estimates above apply in the same way.

We charge your nominated payment method on the day each subscription order is despatched, not in advance. You will get an email reminder three days before each despatch so you can change, skip or pause if you need to. If you do nothing, the order is despatched as scheduled.

To change, pause, skip or cancel a subscription, see our Subscription Policy.

Tracking and address changes

You will receive a despatch email with a tracking link as soon as your order leaves the fulfilment centre. The link updates as your parcel moves.

Please check your delivery address carefully at checkout, as addresses cannot be changed once an order has been despatched. If you spot a mistake before despatch, contact us straight away and we will change it if the order has not already gone out.

Carriers

We use a range of carriers depending on the service and your location. Your tracking link tells you which carrier has your parcel.

PO boxes and parcel lockers

We cannot deliver to PO boxes. Please give us a physical street address where someone can take delivery, whether that is home, work or a neighbour. If a street address is difficult for you, get in touch before you order and we will see what we can do.

Lost, delayed or damaged parcels

If your parcel arrives damaged, or has not arrived when the tracking says it should, email hello@littlepuggles.com.au with your order number, or call us on 03 5443 2239. Please tell us within a reasonable time of the expected delivery date so the carrier's own enquiry window is still open.

We will open an enquiry with the carrier and keep you posted on what they find. Depending on what has happened, we will send a replacement, refund you, or arrange redelivery. We do not ask you to chase the carrier yourself. That part is ours to sort out.

Failed delivery and returned parcels

If nobody is home, the carrier will usually leave a card with redelivery or collection instructions. If a parcel comes back to us as undelivered, because of a wrong address, a redirection, or a parcel never collected, we will email you to arrange redespatch. We do not charge to redespatch a returned parcel. We just need a working address.

Questions

For anything to do with your order or delivery, email hello@littlepuggles.com.au with your order number, or call us on 03 5443 2239, Monday to Friday, 9am to 5pm Melbourne time. You can also write to us at 205 Murphy Street, East Bendigo VIC 3550. Other ways to reach us are on our contact page and in our Contact Information.

For returns, refunds and faulty or incorrect items, see our Refund Policy and our returns page. Common delivery questions are answered in our FAQ. This Shipping Policy forms part of our Terms of Service, your personal information is handled in line with our Privacy Policy, and our business details are set out in our Legal Notice.

Nothing in this policy limits your rights under the Australian Consumer Law, including your rights where an order is lost or damaged in transit.

Australian First Aid Distributions Pty Ltd (ACN 153 377 185, ABN 54 153 377 185), the operator of Little Puggles.