Shipping policy

We are a well-stocked online business.

We are 'Yes' people. If you want items quicker, please call and we will do our best to make it happen!

We always try our utmost best to ensure orders are dispatched and delivered in accordance to the shipping speed selected. Please understand that unforeseen delays do occur. 
By default orders will be processed within 2-3 business days. 

Delivery to Sydney, Melbourne & Canberra metro areas within 2-4 business days if you place your order before 10:00am weekdays. 
Delivery to Brisbane, Adelaide & Gold Coast within 5-7 business days if you place your order before 10:00am weekdays. 

Delivery days do not include weekends or public holidays.

a. The delivery table and rates are ONLY applicable to the following metros:

i. Sydney 2000
ii. Newcastle 2300
iii. Canberra 2600
iv. Melbourne 3000
v. Brisbane 4000
vi. Gold coast 4217
vii. Adelaide 5000

For those outside our metro delivery zone, your mattress will arrive in 7-10 business days. 

b. Any postcode more than 50km from the above CBD – will incur additional delivery charges. Please contact support@teddybed.com.au – if you would like to know these charges.

c. If you have already made your purchase, our customer service team may contact you to cover extra charges, that are applicable to your order. 

d. Teddybed Australia reserves the right to cancel any order that does not meet the above requirements. 

Please NOTE: Public holidays and certain SALE periods (e.g. Black Friday and Christmas) may affect these lead-times. We appreciate your patience and understanding. 

*Caution*

OUR PRODUCTS ARE HEAVY - over 25Kgs

Teddy only uses the highest quality of raw materials and can be heavy to handle, please take care when lifting and always use at least 2 people to move and unbox our mattresses. 

Do I need to be home when it arrives?
No, we know that life can’t wait! You can opt to have the mattress left at your property. We’ll let you know once it has arrived.

Can I schedule my delivery for a certain date?
Of course. Just email support@teddybed.com.au with your order number and preferred delivery date.

 

Shipping Protection

Filing a claim with postal carriers is often unhelpful and time consuming. In an effort to enhance our customer experience and streamline the processing of claims, teddy offers Shipping Protection.

Protect your package and we will send you a refund or replacement if your package is lost, stolen, or damaged.

When is a package considered lost?

  1. It has been over 10 business days for orders in the Australia since your package’s tracking information was updated. When our customer service team is aware of delays due to weather or carrier logistics problems, we reserve the right to classify these packages as “delayed” rather than lost.
  2. Your package’s tracking information states it has been “delivered” but you have not received it. We have noticed there is often a delay between when couriers mark packages as delivered and when the package is actually delivered. We ask that customers wait two(2) business days after a package is marked as “delivered” before reaching out to our customer service team.
  3. Deadline to report package lost for packages marked as “delivered” is within 30 calendar days of the date of package’s tracking information stating it has been delivered.
  4. Deadline to report package presumed to be lost (status is not “delivered") is within 30 calendar days of the last checkpoint.

When is a package considered stolen?

You, or someone you know, saw a person take your package after the package was delivered. In addition to reaching out to our customer service team, we encourage reporting all thefts to your local authorities.

When is a package considered damaged?

The products in your package were damaged in transit. Products are missing from your package because the package was opened during transit.

What is not covered by Shipping Protection?

  1. Packages delayed in transit
  2. Missing packages due to the invalid / incorrect address information provided at checkout when the order was placed
  3. Order marked as unfulfilled or unshipped. This may be due to a pre-order or delay in shipping during high-volume periods e.g. holiday season
  4. Packages stuck in customs, undelivered or returned to us because the customs fees/duties were not paid for. Customs duties are charged by your country of residence and are the responsibility of the customer. Any return to sender fees will be deducted from your refund.
  5. Items that are returned to us for a refund or exchange that are in an unsellable condition
  6. If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions
  7. To learn more about Shipping Protection policies, please reach out to our customer support team at support@teddybed.com.au

How do I receive a refund or replacement package?

Please email us and a member of our team will respond.
Email: support@teddybed.com.au 
Subject: Shipping Protection - Order Number TED######


Order discrepancies

Any order discrepancies must be reported to teddybed customer support within 7 days of the delivery date. It is the customer’s responsibility to check their order upon receipt and report any discrepancies within this timeframe. teddybed will not accept responsibility for discrepancies reported after 7 days from the delivery date.