Shipping & Returns
Our warehouse is open and shipping orders, although we are currently experiencing a high volume of orders and there may be some delays with despatching orders of 2 - 3 days. We will keep you updated via email. Keep your baby and home safe with our hyper-allergenic, non-toxic soft playmats and playpens.
Orders placed online are generally shipped the next business day; providing stock is on hand and the order is not a pre-order item. We use a Courier Company intending to deliver your order securely and reliably. Please allow 2-10 business days for delivery depending on your destination, and we can only deliver to Australia, excluding islands off these coasts. Please give us a call to check shipping availability if you have any questions regarding your location. We are also happy to advise time frames for orders to remote areas and interstate after consultation with our service providers.
During lockdowns and border closures due to Covid, our Courier deliveries may experience some delays. The table below is for normal uninterrupted transit times.
|Delivery Option||Approx. Delivery Times|
|Metro Areas – Melb, Syd, Adelaide, ACT||2 – 3 working days|
|Metro Areas – Brisbane, Tas||3 – 5 working days|
|Metro Areas – Qld, Perth||5 – 10 working days|
|Matro Areas - NT, Far NQLD||5 – 14 working days|
|Rural Areas Australia wide||5 – 14 working days depending on location|
Charges Within Australia
All Orders to VIC, NSW, SA and ACT are delivered at a flat rate of $10. Although some remote areas may incur an out of range fee for delivery. If this is the case, you will be notified of any additional costs to your delivery location once your order is being processed via our customer service team.
All Orders to QLD, TAS are delivered at a rate of $19 (Mats) - $49 (Castle or larger orders), this will be calculated at checkout. Although some remote areas may incur an out of range fee for delivery. If this is the case, you will be notified of any additional costs to your delivery location once your order is being processed via our customer service team.
All Orders to WA/NT are delivered at a rate of $29 (Mats) - $129 (Castle or larger orders), this will be calculated at checkout. Although, some remote areas may incur an out of range fee for delivery. If this is the case, you will be notified of any additional costs to your delivery location once your order is being processed via our customer service team.
SHIPPING RATES FOR METRO AREAS IN AUSTRALIA
VIC $10 FLAT RATE
NSW/SA/ACT $10 FLAT RATE
TAS $19 - $49
QLD $19 - $49
WA/NT $29 - $129
Remote areas may incur an out of range fee for delivery. If this is the case, you will be notified of any additional costs to your delivery location once your order is being processed via our customer service team.
We offer delivery for our playmat range to NZ at a flat rate of AU$90. We are unable to delivery our Playpens to NZ. Please contact us for information on a local stockist.
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.
Prices are listed in Australian dollars and include GST (10%). We reserve the right to alter prices at our discretion.
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 the date of sale, claims to be made for product failure must be made with Softmats promptly 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 email or phone.
Cancelling an Order
You may cancel your order by giving notice to Softmats, which must be received within 24 hours of the order being placed. If your order has been paid for and not yet dispatched you will receive a full refund upon cancellation.
However, if your order has already been dispatched, you must follow the terms of returns below.
RETURNS AND EXCHANGES
Softmats guarantees that you have ordered a quality product that you will love. If you are not 100% satisfied with your purchase, we are happy to exchange or offer a refund within 30 days of purchase. *Excludes Sale items.
To be eligible for a refund you must contact Softmats within 30 days of purchase, and we can only refund the money paid less any shipping/courier/postage fees. Goods are to be in new and unused condition with all tags and packaging intact. We are happy to arrange a courier booking for the return of your item and the average cost for most metro areas is $25 to return a playmat. The Castle or Extension return fees will be quoted to you at the time of arranging your return.
Important Note: All return courier fees are charged to you as per the quote via the return courier only.
All item(s) must be returned:
- Within 30 days of purchase;
- Unused with the original tags still attached; and
- In the original packaging which must be in the original condition.
Items are to be packaged carefully and sent back at your expense to the return address you will be provided from our customer service team. Our customer service team will arrange the return courier for you, and the fees will be charged to you.
All refund applications will be given at the discretion of Softmats management.
We reserve the right to decline an item for a refund if:
- The return was made after 30 days
- The products are marked, damaged or show signs of use
- The products are not returned in their original and undamaged packaging
- The items were on sale at time of purchase
We will contact you if any items are not eligible for a refund.
On Sale - Items purchased on Sale/Clearance are final sale and can not be returned or exchanged unless faulty.
Returns of Faulty Items
If you need to return a faulty item, Softmats will gladly exchange, refund or store credit following the below process:
- Please call us on 1300 309 503 to discuss the return process or email us through our contacts page on our website.
- If our 12-month warranty still covers your item, we will arrange a return pre-paid postage label for you to return your item to our office. If your item is out of the warranty period, you will be required to pay for the return.
- Your item will then be assessed, and you will be notified of the outcome by our customer service team.
- All returns/repairs may take approx; ten working days turnaround time.
- When returning items, we strongly recommended you retain the proof of posting.
We endeavour to reproduce all colours as accurately as possible; however, sometimes there may be slight variation to what you see on the web site. This can be due to photography lighting, computer picture resolution & individual monitor settings.
Sold out items
If the playmat 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 is unavailable, Softmats will contact you promptly to organise a choice, or we will put the item on priority backorder for you.
Because we only send domestically via 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.