SHIPPING AND RETURNS
Shipping and delivery
- When Will My Order Arrive?
- International Shipping
When will my order arrive?
We utilise a number of shipping carriers domestically, depending on your location. Our main partners are Sendle, Australia Post eParcel and Amarex (previously Fastway).
Delivery times vary depending on your location. Orders will be dispatched within 3-5 business days.
For metropolitan areas please allow 3-10 business days for delivery (although duopillow will not be responsible if the carrier is delayed). Please note COVID is impacting the time to deliver for carriers.
Please refer to your tracking number for a delivery status on your order. If you’re still having issues, please email firstname.lastname@example.org
It is your obligation to enter the correct delivery address details at the time of ordering. Should you enter the wrong address, we are not obliged to re-send the order to the correct address at our expense.
It is your responsibility to inform us if an order does not arrive. Once we learn an order has not arrived, we will lodge enquiries with our delivery partners to ensure delivery occurs as soon as possible. We will not be held liable for any loss or damage resulting from late delivery.
Please note that if an item has been lost in transit, we will not despatch a replacement item until we have resolved the problem. Replacement items will be dispatched according to our discretion.
Without limiting the operation of any other Terms and Conditions herein, you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancel an order unless otherwise agreed.
Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place.
Do you ship internationally?
Currently we do not ship as standard practice outside of Australia.
If you are interested in international shipping please contact email@example.com to confirm potential delivery arrangements, insurance and costing particular to your location.
If you’re not loving your duopillow and are still within your 30 day trial period, feel free to contact us! Once returned we will provide a full refund on the duopillow.
Duopillow inspects all items thoroughly before sending to customers. If your product arrives damaged, please email us on firstname.lastname@example.org within 5 days of receiving your product and we will endeavour to provide a refund or credit where suitable.
If you change your mind about your purchase, please contact us within 5 days of receiving your product on email@example.com. A refund will be issued if the items are returned in their original condition that they were sent.
The cost for return shipping will be at the cost of the purchaser.
What if my product is damaged?
If your product is damaged in anyway please just email firstname.lastname@example.org and we can arrange for replacement to be sent. You may be asked to send through a photo and we will remedy the situation straight away.
We are here to help. For any other issues please email email@example.com and we can assist with any questions and requests. We want you to be happy with our products and services and are here to be of assistance in any way. Thank you.