Shipping policy
Creature Comfort Co offers shipping to almost all postcodes in Australia.
Orders are generally shipped from our distribution centres, which are located in Melbourne and Sydney, and are based on shipping times for each State set down below.
Order Confirmation:
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and authorised your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.
If your item is on backorder or unavailable, we will void the pre-authorisation and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Damages:
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to: support@creaturecomfortco.com.au and we will process an insurance claim on your behalf.
Cancellations & Refunds:
All orders cancelled after 48 hours are subject to a $30 administration fee, whether or not your order has shipped. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
SHIPPING PROVIDERS
Creature Comfort Co works with a number of reputable couriers to provide the most efficient delivery service possible, at the most reasonable prices and with the quickest service.
If you are unsure what courier is linked to your tracking number you can check here https://www.17track.net/en.
Below are some of our partnered couriers.
AUSTRALIA POST
Items that weigh 22kg or less will be dispatched with Australia Post’s Internet enabled freight system (eParcel).
Each parcel will carry a barcoded address label, enabling you to view the location of your item at various points in the delivery process via Australia Post’s online tracking tool.
When your order is dispatched, you will be given a consignment number. You can use the number to track your order at the Australia Post’s website.
The below table is to keep you aware of Australia Post’s expected delivery time.
Sending parcels within the same state
|
Service |
Posted for delivery |
Delivery by (business day after posting) |
|
Regular parcel |
Within metropolitan areas of capital cities, |
3-4 days |
|
|
Between a metropolitan area of a capital city and |
3-4 days |
|
|
Between country locations |
4-5 days |
Sending parcels to other states
|
Service |
Posted for delivery |
Delivery by (business day after posting) |
|
Regular parcel |
Between Melbourne / Sydney; |
3-5 days |
|
|
Melbourne / Brisbane; |
4-8 days |
|
|
To other interstate locations |
Please ask at your local office |
Please visit http://auspostcom.au/track/ and use the tracking number given to track your item.
ARAMEX
For items that weigh below 22kg with a lower cost than eParcel, the item will be dispatched with Aramex. You will receive an email confirmation of your order including a tracking number, as soon as your orders are dispatched. Aramex provides a reliable courier distribution service across Australia. Their comprehensive fleet and professional team will ensure items delivered safely to your door.
Parcels dispatched with Aramex are collected from our premises on a daily basis. Each parcel will carry a barcoded address label, enabling you to view the location of your item at various points in the delivery process via Aramex’s website.
A non-PO Box address is required for Aramex’s delivery. Failing to provide the correct information, your parcel will not be dispatched until we receive accurate information from our customer service team.
To track the item dispatched with Aramex, please visit http://www.aramex.com.au and use the given tracking number.
ALLIED EXPRESS
A parcel that weighs over 22 kg will be dispatched with Allied Express. Allied Express is the biggest and independently owned courier company in Australia with offices in major mainland capitals.
Each parcel will carry a barcoded address label, enabling you to track your items through the Allied Express website. Allied Express will contact you prior to delivery via SMS or phone number.
Allied Express requires a consignment note and the postcode of the destination to track the item at http://alliedexpress.com.au/ or you can call 131373 for more queries.
TEAM GLOBAL EXPRESS
Parcels weighing less than 30kg can be dispatched with Team Global Express. Team Global Express is a major integrated logistics provider with an Asia Pacific focus. They provide safe, secure transport services.
Each parcel will carry a barcoded address label, enabling you to track your items through the Team Global Express website.
A non-PO Box address is required for Team Global Express’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until we receive accurate information from our customer service team.
If the delivery is missed, you should receive a card with instructions to find your parcel. You can visit the Team Global Express website to arrange a re-delivery.
With the tracking number, you can track the parcel anytime at https://www.myteamge.com/
HUNTER COURIERS
Parcels weighing over 22kg may be dispatched with Hunter Express. Each parcel will carry a barcoded address label, enabling you to track your items through the Hunter Express website. A non-PO Box address is required for Hunter Express’s delivery.
If you fail to provide the correct information, your parcel will not be dispatched until we receive accurate information from our customer service team.
The item will be returned to the depot if the delivery is missed. Our customer service team will inform you to arrange a re-delivery if they get the notification from Hunter Express. With the tracking number, you can track the parcel anytime at https://www.hunterexpress.com.au/home
COURIERS PLEASE
Items with weights of 25kg or less, max dimensions not over 0.8 meters and max volume not over 0.1 cubic metre (CBM) may be dispatched with Courier Please.
All the freights are ATL (Authority to Leave).
To track the item dispatched with Courier Please, please visit Parcel & Postage Tracking - Track Your Item > CouriersPlease and use the given tracking number.
STEADFAST LOGISTICS
Steadfast Logistics is an Australian-owned company committed to delivering customers the best industry-standard services. From the initial consignment to final delivery, Steadfast Logistics efficiently manages the entire process so you can focus on other important aspects of your business.
Steadfast Logistics has collaborated with Machship to provide you a seamless experience from quoting to completion of delivery. When you sign up with Machship, you get access to the simplest and the most all-inclusive Freight Management System (FMS) that enhances efficiency, gives you more control, and provides real-time tracking, comprehensive fiscal and operational reports, and work-flow notifications to keep you informed along the way.
Our core values revolve around reliability, transparency, and an unwavering commitment to achieving the highest level of customer satisfaction. We understand that in today’s fast-paced world, precision and speed are crucial. So we go the extra mile to ensure your shipment arrives when and where it needs to be. For more information, click here.
You can track your order by visiting https://steadfastlogistics.com.au/track/
SHIPPING NOTES
Undeliverable Packages:
In the unlikely event that your parcel is returned to us, our customer service representative will contact you via email.
Inaccurate address:
If there are any address discrepancies with your order the product is returned to us, a customer care team member will be in touch. A re-delivery cost will occur for any products that are returned to us.
Unsuccessful Delivery Attempt:
If no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mail box for you to pick up your parcel in your local Post Office. If your item is delivered by one of the couriers listed above please read the respective section on their arrangements. For another courier please go to their site to check that courier’s re-delivery arrangements, to ensure your item to arrive at your door at your convenience. A re-delivery cost may occur if you are not home at the arranged time.
Rejected by Receiver:
If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if parcel has to be resent.
No Pickups Available:
Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.
SHIPPING TIMES
The estimated delivery time frames are:
For customers in VIC - approximately 3-8 working days;
For customers in NSW, SA, ACT and QLD – approximately 5-10 working days;
For customers in NT, WA and TAS - approximately 7-14 working days.
The expected time delivery provided by each courier partner is for reference only. Delivery might take longer than expected due to various reasons. If you do not receive your item within ten business days, kindly contact our customer service team.
Please note:
Delivery time only starts after payments have been cleared and the item has been dispatched from our warehouse (usually 1 to 2 working days after receipt of cleared payment).
We are unable to guaratee a delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee either.
The expected time delivery given by each courier is for reference only. Delivery might take longer than expected due to various reasons. If you do not receive your item within 10 business days, please contact our customer service team.
UNDELIVERABLE POSTCODES
Creature Comfort Co will do its best to deliver Australia wide. However, there are still a few postcodes that are undeliverable for some products. Orders with no shipment service will be cancelled and refunded automatically.
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