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Shipping & Returns

 

AUSTRALIA
Orders placed before 12pm are generally shipped the same business day; otherwise dispatched the next business day providing stock is on hand. We use a Courier Company with the goal of delivering your Products securely and reliably, and at the lowest possible price. Please allow 2-10 business days for delivery depending on destination, and we can only deliver to Australia Mainland and Tasmania, excluding islands off these coasts. Please give us a call to check shipping availability if any questions. We are also happy to advise timeframes for orders to remote locations and interstate after consultation with our service providers.

- Charges Within Australia
All Orders are delivered at a flat rate of $10 to all states.

NEW ZEALAND
Orders received are generally prepared and shipped next business day. We use an International Express shipping company via Air, and are advised of delivery being 4-7 business days to most areas after product collection by courier. All items shipped come with tracking numbers and insurance for both parties, and once the order has been dispatched, tracking details and accompanying information will be emailed through.

>>To purchase - Select the item from the Products page and follow our Online Order sequence above. When selecting 'Delivery Method' in the Shopping Cart, simply select "New Zealand", and complete the delivery and payment information.

- Charges for New Zealand
All Orders are delivered at a flat rate of $10 to all regions.

If you have any enquiries, please send through an email from our contact page above.

International
If you would like more details and destination specific pricing for other regions and options, or for any enquiries regarding shipping please do not hesitate to contact us during business hours.

Pricing

Prices are listed in Australian dollars and include GST (10%). We reserve the right to alter prices at our discretion.

Warranty

Our play mats come with a 12 month manufacturer's conditional warranty covering manufacture and correct use of the product according to the care instructions contained with the product and again listed on the website. This ensures your play mat will be free from manufacture defects and can be enjoyed for many years. For warranty claims relating to new product faults, contact must be made with Softmats within two weeks of dispatch to receive a Return Exchange Request Code (RERC) and to arrange a product exchange.

Over the 12 month warranty period from date of sale, claims to be made for product failure must be made with Softmats in a timely manner within the 12 month timeframe to discuss the concern and arrange an RERC. Please ensure the care instructions are understood, as warranty claims resulting from not following the care instructions will not be honoured. If you have any further warranty enquiries please feel free to contact us via e-mail or phone.

Terms and Conditions

Returns

Softmats wants you to be absolutely happy with your purchase so you can enjoy it for many years. If for whatever reason you're unhappy with your play mat we'll happily take it back for an exchange (for warranty or change of mind) or refund - if it is unused and in the same complete condition and packaging as when it was sold. Please contact us to discuss the concern and resolution and to receive an RERC that must be included with all product returns for processing.

Refund/exchanges on products will be for the invoiced value of the product only, with the responsibility for shipping dependant on the circumstances outlined to follow. The approved return standard registered postage will be covered by Softmats by way of reimbursement on valid and approved exchanges (excluding change of mind) and warranty claims with an RERC. However return standard registered postage will be the responsibility of the customer if the return is due to a 'change of mind' or for approved 'refunds'. In this circumstance the product must be returned unused and in the same condition and packaging as when it was sold and must also have an accompanying RERC. Upon verification of the condition of the returned product, a reimbursement will be issued.

All returns and exchanges must contain the complete product, packaging, and all materials that were received and as they were received along with any bonus products, materials, or items. If the return/exchange item is not complete as outlined then the transaction will not be processed. If the matter has not been discussed with Softmats and a required RERC not received and forwarded with the return/exchange the transaction will not be processed. Given the nature and use of the Bubba Mat™ it cannot be returned for a refund if the product has been opened and used.

Damaged goods

Softmats has taken exceptional care when organising the packaging and sending of your play mat. If an item should arrive damaged, please contact us promptly to discuss an appropriate resolution. We take the utmost care to check over our stock before it leaves us; however should an item arrive that is faulty we will happily replace that item upon receipt with an RERC and authentication of fault. The approved standard registered postage will also be covered by Softmats by way of reimbursement on approved and authenticated replacements.

Sold out items

If the play mat you would like is SOLD OUT, email or call us so that you are the first to know when the product becomes available again. In the unlikely event of an item you have ordered being unavailable, Softmats will contact you promptly to organise an alternative choice or we will put the item on priority backorder for you.

Missing parcels

Because we only send domestically via Registered Auspost or Courier service, every play mat should arrive at the chosen destination and be collected or signed for by the owner, or permission given to leave the package. If your parcel does not arrive within a timely manner, please contact us and we will administer a search for your parcel.

Please email or call regarding all returns/exchanges to receive an RERC and so that we know what you would like to do allowing us to be prepared. Refunds will only be given for the value of the item, not including the initial cost of shipping the item to the customer.

Mail to: Softmats Pty Ltd
Returns - Exchanges 
PO Box 4235
Dandenong South
Victoria 3164
Email: returns@softmats.com.au
Phone: +61 (0) 3 9701 5339