SHIPPING POLICY

Where do you ship? 
 

We ship anywhere in the world

When will you ship my order? 

Your order processing time (time from when the order is placed to when it leaves our shipping department) is one business day.  On occasion during very busy times it may take 1 - 3 business days.  We will communicate with you as much as possible to ensure fast processing.

All estimated delivery times are listed in "Working Days" and include Monday-Friday only, i.e. an order placed on Friday and shipped on Monday has taken 1 business day to process. 

How much is shipping? 

Shipping in Australia

  • $10 flat rate shipping with Australia Post (non-tracked) for orders up to $150.

  • Free shipping tracked courier for orders $150 and over  

Orders can take 1 - 6 business days to be delivered.  You will receive an email notification when your order has been shipped.

  • $17 flat rate Express post shipping (tracked) through Australia Post.

Please note:  In the unlikely event that your order is returned to us by the shipping provider you will be required to pay the shipping charge again, should the return of the order be our error we will gladly cover the shipping costs to re-send your item.

 

​​​International Shipping

We ship worldwide and rates are based on the specific zone that you live in. Please note that customers are responsible for duties/customs fees that may apply.  Please contact your local customs office for more details as we do not have that information.

Zone 1 - New Zealand (10-20 working days)

  • Orders are processed at a Flat Rate of $20

 

Zone 2 - North America, Western Europe, Asia and the Pacific (21-28 working days) for orders up to 1kg

  • Orders are processed at a Flat Rate of $ 40

Zone 3 - Rest of the world (25-30 working days)  for orders up to 1kg

  • Orders are processed at a Flat Rate of $50

Please note that we do not have a retail store front where you can shop.  All orders must be placed online. 

RETURN & EXCHANGE POLICY

What if I need to return the item that I bought?

At MooBear® we pride ourselves in the quality of our products.  We will gladly exchange items in your order or provide you with a store credit provided your query is eligible for exchange or credit.  In order to be eligible:

  1. All item(s) must be unused, unworn, with all tags and packaging still in tact in a saleable condition.

  2. Return requests must be submitted within 7 days of receipt of your order to returns@moobear.com.au with photos and details of the request.

  3. Please note that any customised or personalised items are not eligible to be returned as the product was specifically created to your needs.

What will happen when I submit a returns request to you?

Your returns request will be reviewed and if approved, we will provide you with details on how you should return the items via e-mail.


Please note that the following will apply to approved items being returned:

  • Items to be packaged appropriately to ensure no damage in transit.  Any damage incurred during transit will be your responsibility as we are unable to accept items that have arrived back to us in a damaged condition.

  • Items are to be sent with a tracking service and insurance as we cannot accept liability of parcels that have not been received by us.

Once we receive your approved return we will process it within 5 business days.

What shipping costs are involved? 

Returns Shipping
Shipping costs related to returning the approved item is your responsibility.  You may be eligible for refunded shipping if you paid via PayPal however MooBear® does not have any information about this and cannot assist in this process.  For more information you may read PayPal's Refunded Returned Shipping Policy here.

Re-shipping of a new item
You will be responsible to pay a $10 re-shipping fee in the event that you would like an exchange. 

Alternatively you can include a self addressed Pre-Paid envelope in your returns package so that we can process your exchange as quickly as possible. 

Please note that even though we try our best to ensure that the product you have requested is available and in stock, we cannot guarantee that the requested exchange will be in stock at the time of receipt of your return.  In this case we will contact you via email to confirm how you would like to proceed.

Are there items that I can't return?

Yes, unfortunately we cannot accept returns or exchanges on the following items:

  1. Sale items

  2. we do not provide refunds if you simply change your mind, or other similar circumstances that do not require a refund under the Australian Consumer Law

  3. For health and safety reasons we are unfortunately unable to accept returns of face masks, teethers and pacifier clips. 

  4. Please note that any customised or personalised items are not eligible to be returned as the product was specifically created to your needs.

Can I cancel my order before it is shipped? 

Due to the volume of orders and correspondence we receive we are unable to cancel an order once it has been placed. You are however most welcome to return your order for an exchange or credit note once you receive it, utilising the returns process outlined above.  

What if the item I bought was faulty?

In the unlikely event of a manufacturing fault, if they are defective or damaged or are significantly different from our item description, we will gladly replace or refund items in accordance with the consumer guarantees contained in the Australian Consumer Law and we will bear the cost of return shipping.

For clarity, we note that the following situations will generally NOT give rise to a refund under the Australian Consumer Law:

  1. your parcel delivery was delayed by our shipping provider and/or your parcel arrived after the date you required it; 

  2. an item you received is a different colour in person to what it appears to be on your computer or mobile phone screen (excepting cases where the item is in fact incorrect - for example, receiving a purple version of a romper instead of the white version); or 

  3. you changed your mind about the item or the item doesn't fit or look the way you anticipated (excepting situations where the item is actually faulty). 

  4. If you believe you are entitled to a refund under Australian Consumer Law please contact us at hello@moobear.com.au and we will work with you to resolve your issue as swiftly as possible.

International returns

All international sales are final and no returns or exchanges can be made.  You may contact us on returns@moobear.com.au should you wish to discuss your unique situation with us.

What happens if my order shipped but it wasn't delivered?

All MooBear® orders are sent to customers with a tracking number.  Where an email address has been provided, the customer will receive updates from the delivery service provider.  It is the customer's responsibility to check these emails and follow up should there be queries.

Even though our delivery partners are incredibly reliable, orders are sometimes not able to be delivered or gets lost.  

Unable to be delivered

Parcels are usually unable to be delivered due to queries related to the address provided on our system.  It is the customer's responsibility to ensure that all address details have been captured correctly. 

As we use tracking numbers for our parcels, you should be able to resolve these queries directly with the service provider.  

  • For Australia Post deliveries, please follow the instructions here https://auspost.com.au/receiving/manage-deliveries-in-transit.

  • For Courier deliveries, please make contact with me  hello@moobear.com.au to see whether I can assist in amending the information for you.

  • MooBear® can unfortunately not take responsibility for any loss related to the incorrect capturing of your address into our system by you, therefore we urge you to please double check this information carefully. 

If too much time has lapsed and the service provider has not had an update from you they will return the item to MooBear®.  If this happens, you have two choices:

  1. Re-ship the item with the correct address.  You will be responsible to pay a $10 re-shipping fee in the event that you would like the item to be sent again. 

  2. Cancel the order.  You will be refunded the order amount minus the shipping fee paid.

An item has been lost

Please contact us at hello@moobear.com.au if this situation occurs so that we may investigate and take it forward.