Shipping & Returns

How much is your postage?

Shipping within Australia is currently $8.50 for all orders and Free postage for orders over $99 excluding some bulky items such as furniture and bicycles or items sent straight from our distributor. 

For Bulky items, we will contact you with the correct amount of shipping for these items if they exceed what you have already paid. You will then have the option to proceed with or cancel this order. 

Personalised Name Train to New Zealand & other countries

We are currently shipping our Personalised Name Train

New Zealand postage

$15.95 AUD    -  takes 4 -6 working days

North America, Canada, Western Europe, Asia and Pacific

$18.95AUD    -  takes 6 - 13 working days

Currently, we do not ship any other items besides the Personalised Name Train collection. However, if you are really interested in some items please don't hesitate to contact us and we can find out the cost of shipment for you. Just write an email to info@coolguppy.com.au and let us know which item and destination.

Custom and duty charges

Deliveries to countries outside Australia might incur customs or import taxes. Unfortunately, since we don’t have any control over these charges, we can’t cover them for you.

 

How do orders ship

We currently use Australia Post or Sendle for all orders leaving our warehouse. If your item is sent straight from the distributor we will notify you of this and you will receive your item from a courier of their choosing. If you have also ordered items that ship from our warehouse you will receive two separate packages. One from us using E-parcel and one from the distributor's courier. 

We do not ship to PO Boxes.

 

When will my order be dispatched?

We endeavour to pack and ship all orders within 2 business days, with most orders being shipped within 24 hours of the order being received except for weekends. We recommend that you refer to Australia Post’s delivery time frames on their website to determine how long it will take for your order to arrive based on your location in Australia (all orders are shipped from Baulkham Hills NSW, 2153)

The exception is peak sale or holiday seasons such as Christmas when your orders can take up to 3 days to be shipped. 

 

Can I return my order?

Yes, we completely understand that Internet shopping is different from shopping the conventional way. 

If for any reason you are unhappy with any of the items received, we will happily exchange or refund the purchase price of the item (Postage costs are not refundable unless the item is deemed faulty by us).  Postage back is bear by the customer. Terms and conditions apply.  

 

How do exchanges/refunds work?

Let us know that you'd like to exchange or return an item via email first to info@coolguppy.com.au or by calling us on +61416188824
 
•Return your purchase within 14 days of receipt. 
•Make sure the item being returned is in perfect condition, unused with all packaging nice and intact. Return the purchase at your own expense and packaged up properly.  We recommend tracking/signature too as we can't be held responsible if we never receive your item. 

Exceptions: Custom made/ special order /training pants/ sale items can not be returned. Bulky items may incur a restocking fee. 

 

Missing item or wrong item sent?

If you open up your parcel and discover that we have accidentally sent you the wrong item or that something is missing, never fear! We are happy to help!
 
Just follow these steps : 
• Check your invoice or email confirmation that you did in fact order the correct quantity and or items. 
• If something is missing, please search all the packaging, bubble wrap, box thoroughly. Also, please carefully open any bigger 
items to check if our clever packers have popped a smaller item into the bigger box . 
• Email us at info@coolguppy.com.au and our lovely staff will be happy to help. 

 

Faulty goods?

In the rare event that a fault or damage to your purchase is overlooked during dispatch, CoolGuppy will happily exchange it for a new one – please contact us on +61416188824 or email info@coolguppy.com.au.
 
If, at a later time, you believe your product is faulty please call us on the above number and we will walk you through the process. 
 

Wrong Addresses/ Non Collected Orders

Please ensure that your delivery address is complete and correct. In the event that a parcel is returned to us due to an incorrect or incomplete delivery address being provided, you will be charged a re-delivery fee of $8.30 if you want the order sent again.

If your order is taken to the Post Office for collection please ensure it is picked up within 10 business days.  If it's not collected within that time it will be returned back to us and you will be charged a reshipping fee of $8.30 if you want the parcel resent. 

 

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