Shipping & Returns

How do orders ship?

We currently use Australia Post, Fastway or Sendell 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. 

Currently our couriers do not ship to PO Boxes.


How much is your postage?

We try very hard to keep our postage at an affordable rate for our customers. Postage is currently $8.30 for all orders. 

This excludes furniture and/or bulky items or items sent straight from our distributor. 

You will see the postage estimate for these items in bold on the product description page. 

This extra freight amount will be added to your order at check out. 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. 

When will my order be dispatched?

If you place your order before 8 A.M.{EST} Monday to Friday we will generally ship it to you that day. Orders placed after 8 A.M {EST} will be picked and posted the next business day. 

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

How long does it take to receive an order?

Once your order has been picked, packed and posted you will receive an email advising you of a tracking number.

At this point it’s out of our hands but generally it takes between 2 – 5 days to receive your package from leaving us. If there are any unforeseen delays, we will contact you ASAP . 

 

Do you ship outside of Australia?

At this time we do not ship outside of Australia, however we may choose to do so at a later time. 

How do I track my order?

The process of an order is Order Received - Order Processing – Order Processed. 

This can all be checked by logging into your customer Login . Once the order has been processed by us and sent with Australia Post you will receive a tracking order number. 

You can then login to the Australia Post website and track the whereabouts of your parcel from there. 

If you have any concerns about the delivery or processing of your order, please do not hesitate to contact us via email  at info@coolguppy.com.au  or calling us on +61416188824

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).  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.