*Please rest assured that we are fully operational despite COVID-19 related state wide lockdowns due to our Australia wide delivery service. The recent 2021 lockdowns have massively impacted all couriers who are experiencing overwhelm in both their depots and their delivery runs.
This means that both dispatch from the warehouse and delivery to customers is taking around 1-2 weeks longer than normal. We apologise for this inconvenience and thank you for your patience. We are doing everything we can to get your orders to you as quickly as possible.
Partial Deliveries during COVID-19 lockdowns in 2021:
Please note that especially during periods of high freight volumes, your order may arrive in multiple deliveries. This is due to the way that 'big and bulky' items like ours are sorted and scanned with the couriers- and this is no immediate cause for concern. Rest assured that the rest of your order will arrive soon after. Upon delivery, please check that all items have been received before signing. If for example, only 2 out of the 5 items have been delivered, please sign accordingly for 2 out of 5.
Thank you to our customers for their patience and understanding with the dispatch and courier delays that are currently being faced Australia-wide. It is unfortunately coinciding with an already massively challenging time for families (physically and emotionally) with so many of us in lockdown, working from home, homeschooling and with little ones climbing the walls.
We've received an update from one of our courier partners - offering some insights into the reasons for the delays, in the hope that they may help explain the immense strain during this unprecedented overwhelm.
Disruption factors include:
- COVID-19 Lockdowns in Sydney and Melbourne, the busiest freight lanes in the country.
- COVID-19 infections in the network resulting in depot shutdowns and reduced fleet capacity.
- Ongoing driver shortages (pre-dating the current outbreak).
- Network congestion and unstable booking platforms due to the 400% surge in national E-commerce activity.
- Industrial disputes between transport workers and large transport suppliers, such as Toll Group/Allegro Funds.
We hope that this can offer some explanation and to help manage expectations around orders and delivery times. Thank you for your kindness and understanding around these frustrations beyond our direct control.
Stay safe everyone.
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 pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically contact 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-authorization 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.
If your order is in stock and we process the charges to your credit card, it will be despatched within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, please follow up with us.
Please inspect the packaging of your item(s) when they arrive, if you notice any damage please make note of it when signing for delivery. If your item(s) do arrived damaged, please email us, along with appropriate photos and we will liaise with suppliers around free replacement parts and process a claim on your behalf.
*Please note that the Australian couriers that we use are third party services. Every effort is made to ensure that delivery is a smooth and stress-free experience however situations can occur that are unfortunately beyond our immediate control. We are unable to offer shipping refunds based on delayed delivery of items. If your item is taking longer than usual to arrive, please get in touch with us as we will chase up delivery with the couriers or work to offer replacement cartons if deemed "lost in transit". We will always do everything in our power to resolve courier delays as quickly as possible and do right by our customers. If items are damaged in transit, we will work speedily to have replacement parts sent out free of charge. We are not able to offer partial refunds instead of replacements.
Cancellations & Refunds:
All orders cancelled after 8 hours are subject to a $25 administration fee, whether or not the order has shipped. This is because orders are always processed soon after initial receipt, to allow customers to receive their purchased products as quickly as possible.
If an order has already been despatched, the customer will be responsible for a 15% restocking fee (of the product value) and payment of all associated shipment charges (for initial delivery freight charges as well as return charges). Returning the product will be the customer’s responsibility. Refunds will only be issued once the item has arrived back to the warehouse in a saleable condition (unopened, unassembled and in original packaging). Refunds will only be issued to the original credit card (or Paypal, Zip or Afterpay account) used when placing the original order.
For more detailed information around specific PLUM and Lifespan Kids products, including warranty, terms and conditions around returns and FAQ please visit this page.