Deliveries & Returns Policy
At present we only ship within Australian mainland States, including Tasmania.
- Shipping/ delivery charge (standard service) starts from $7.95 AUD for orders delivered within Australia using either Sendle courier services or Australia Post for orders.
- As our orders are tracked, we cannot deliver to Post Office (PO) boxes. You need to provide accurate, physical address details when making a purchase.
- You will be emailed a tracking number for each order. Please ensure you provide a valid email address.
- Time frame from payment of your order to receiving your order is dependent on various factors, including but not limited to, brand of product (i.e. handmade or in-stock), stock levels and handling and delivery time frames.
- greengrub branded products are handmade by us to order with estimated manufacturing time frames identified within each product page. If urgent, please email us here to check stocks and workload before you order.
- Delivery times are dependent on your location; generally 1-3 business days, however, can be up to 10.
- Sendle delivery information is available here. Australia Post delivery information is here.
- We post orders from Brisbane, Queensland 4123.
- Express Post is available at an additional cost. Click here to email us with your requirements.
- We endeavor to use Delivery services which offset 100% of their carbon emissions where ever possible.
Late/ Missing Parcels
As above we use Sendle or Australia Post as our Delivery partners and we rely on these companies to deliver our Orders as quickly as possible, however we have no control over delivery timeframes or delays after parcels are picked up from Us.
- Parcel tracking - please check our applicable Delivery partners (Sendle or Australia Post) tracking page from the details provided when we ship your order.
- Late parcels - if your Order is not delivered by the indicative Delivery date provided by our Delivery partner please lodge a 'Late or Overdue Delivery' ticket directly with SEndle or Australia Post as this is the quickest way to resolve. Alternatively; please email Us with the details, including Tracking number, and we will look into it for you. Note: refunds or credits are not provided for late deliveries unless the order is returned to Us once it is received. This type of late delivery return will be treated as a 'Change of Mind' refund as per the following 'Returns' section.
- Missing Parcel - if the outcome of the above mentioned 'Late Parcel Investigation' is the parcel is deemed 'Lost' we will resend the Order, provide a Store Credit or Refund to the value of the applicable product/s price and shipping cost. We can only do this after the Delivery partner has completed their investigation and advised the parcel is in fact lost.
100% Happy Customers
- If something goes wrong please contact us within 7 business days of receiving your order. Click here for our Contact details.
- Our products are covered by a 12 month warranty whereby we will replace the faulty piece or product free of charge if it fails in normal use.
- Notwithstanding the above, our own handmade brand (brand stamped "greengrub" on each product) products are handmade from natural materials therefore each is unique, differing slightly in colour, grain, style etc. These variations alone are not able to be used as a request for return, replacement or refund.
Damaged/ Faulty/ Change of Mind
- All returns must be made within 30 days of tracked delivery date.
- Subject to normal use, damaged or faulty products will either be replaced, refunded or store credit offered for the value of the original products.
- Returns for change of mind must be unopened, unused, in original condition and packaging. These returns will either be replaced, refunded or store credit offered for the value of the original products only, not postage/shipping costs.
- In all cases, customers will be responsible for return postage costs unless the products are faulty. Tracked return postage is recommended to insure you in case of loss in transit.
- For change of mind returns, customers will be responsible for all postage, packing and/or shipping costs (both outbound and inbound) as such these will not be credited or refunded, only product value will be refunded if agreed as below.
- Refunds must be requested before returning any products.
- If a refund is agreed, a confirmation email will be sent including a return authorisation (RA) number which must be clearly visible on the return package.
- All returns must be accompanied by a RA number. Returns without an RA cannot be processed.
- Approved refunds will be via crediting the credit card used for original payment, direct bank deposit or as per Afterpay's returns/ refund policy depending on how payment was made.
- Refunds are generally processed within 30 days however may take up 60 days.
This Delivery and Returns Policy may be amended from time to time, at our sole discretion. Please check this page each time you intend to make a purchase to ensure that you are aware of any changes.
greengrub Wooden Toys complies with Australian Consumer Laws and encourages our customers to familiarise themselves with these laws by clicking here.
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