Shipping and Returns

Order Processing

  1. We start processing the order after full payment is received.
  2. We make utmost effort to ensure product's quality before shipping the products. Order processing may vary depending on the item and stock availability. Usually, the orders are processed within 1-3 business days, however, under certain circumstances of products turning out of stock, it may take 5-7 business days to process.

Shipping

  1. We ship to Australia, United States of America, Canada, Singapore, Fiji and New Zealand only, at the moment.
  2. All clothing and accessories can be shipped out to US, Canada and New Zealand. Furniture and Toys are available for Australian customers only.
  3. For Australia, a flat rate shipping of $7 AUD is charged. Shipping to all locations outside Australia is calculated during checkout.
  4. All orders shipped within Australia with a cart value of $120 AUD or more will be eligible for free shipping. Orders with cart value below $120 AUD will incur a flat shipping fee of A$7.
  5. All domestic Australian orders usually get delivered within 4-5 business days after dispatch, depending on the delivery address. International deliveries to United States, Canada, Singapore, Fiji and New Zealand may take 5-10 business days. During the peak holiday time, we have experienced some delays with deliveries taking upto 12-15 days. With the recent COVID-19 outbreak, delivery times have been significantly impacted. With a large volume of online orders and in order to maintain safe working conditions, we have been advised by our logistics partners to expect some unavoidable delays.
  6. Products are shipped out via different logistics partners - Fedex/DHL/Australia Post/Allied Express/Fastway/Toll/CouriersPlease. After the products are shipped, we will provide a tracking number/URL to track the order. We choose the delivery partner which offers the best price to deliver items to the provided shipping address.
  7. We have to sometimes split the order into 2 or more shipments depending on the items in the order, such as clothing items are delivered in one package and furniture in another. In such an event separate tracking numbers/URLs will be provided to track items.
  8. Inaccurate address: Please ensure you provide correct delivery address. In case there are address discrepancies and products are returned to us, someone from Cubs n Kittens with get in touch with you. A re-delivery cost will be applicable if products are returned to us, even if your original order was eligible for free shipping.
  9. Unsuccessful Delivery Attempt: Please make yourself available to receive the delivery. In an event of unsuccessful delivery, Australia Post leaves a notification in your mailbox to collect your package from nearest post office. In case of Fastway or Allied Express, arrangements can be made in advance to ensure delivery of your item at your convenience. A re-delivery cost will be applicable if products are returned to us, even if your original order was eligible for free shipping.
  10. Rejected by Receiver: If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection and re-delivery. A re-delivery cost will be applicable if products are returned to us, even if your original order was eligible for free shipping.
  11. Pick up or arranging your own courier is not available at our warehouse to ensure smooth and efficient dispatching of all goods at all times.

Undeliverable Postcodes

State

Postcodes and Suburbs

WA

6740 - DRYSDALE RIVER, MITCHELL PLATEAU, OOMBULGURRI, KALUMBURU, PRINCE REGENT RIVER, WYNDHAM

6743 - WARMUN, CAMBRIDGE GULF, LAKE ARGYLE, DURACK, GIBB, KUNUNURRA

6055, 6215-6699, 6700-6799

TAS

7151 - HEARD ISLAND, DAVIS, MAWSON, MACQUARIE ISLAND, MCDONALD ISLANDS, CASEY

SA

5701 - WOOLUNDUNGA

NT

0800-0999

NSW

2641,2717, 2831, 2898, 2899

QLD

4184, 4421,4450-4499, 4680, 4700-4805, 9920-9959, 4806-4899, 4900-4999, 9960-9999

Returns & Exchanges

At Cubs n Kittens our primary goal is to offer quality products at competitive prices. Customer satisfaction is our utmost priority and we work towards offering you a great buying expereince. We are happy to work with you in case you are not satisfied with your purchase and like to return or exchange the product.

  1. All return or exchange requests should be initiated within 2 calendar days from date of delivery. Please reach out to us using the Contact Us page or email us at hello@cubnkittens.com.au in case you like to return or exchange the product. We will allow a return or an exchange as long the item is unused/unworn with all its label, tags and original packaging. Shipping fees to return the item(s) to us and to resend the exchange needs to be borne by the customer.
  2. In order to serve you better please provide details like order number, product name, images or video showing the issue with the product, images or video showing the goods in original packing (if possible). The images and videos should be of good quality to help us assess the issue.
  3. Size & Fit issues: We request you to refer the size guide while ordering the products. Since we source products from different suppliers, there might be a slight size variance. If you received a wrong size or the product is not as described on the website, kindly reach out to us via email or messenger with supporting images or video highlighting the issues. Once we receive your details, we will suggest an exchange for free or a refund.
  4. If you ordered a wrong size or a wrong item, and like to return or exchange the item, please reach out to us via email or messenger and we will guide you with next steps. The items need to be shipped back to us and shipping fees to return the item(s) to us and to resend the exchange, needs to be borne by the customer.
  5. Items which are exempt from refunds, exchanges or replacements include all apparel listed under the underwear, swimwear or items purchased during flash sale.
  6. Faulty Furniture or damaged in Transit or missing parts: In case the received item(s) is faulty or damaged during transit or cerain parts are missing, please reach out to us via the Contact Us page or email us at hello@cubsnkittens.com.au with supporting information - order number, product name, images or video showing the issue. In case of missing parts, please specify what part are missing or damaged and the quantity needed, referring to the instruction manual. We will assess the case and advise on whether we will send replacement parts, offer a full or partial refund or replace the product. Dispatch of spare parts from our warehouse can take up to 2 working days. If no spare part is available, we will provide an alternative resolution in line with Australian Consumer Law. Please do not dispose off the items or parts without contacting us. We will not provide credit/refund in cases where goods have been disposed off before submitting a claim to us.
  7. Change of Mind: We would request you to make an informed decision while making a purchase to avoid any returns due to change of mind. If such a situation still arises, we request you to reach out to us within 2 calendar days from the date of delivery. No change of mind returns will be entertained after 7 calendar days. Please help us understand why would you like to return the item and condition of the item with supporting images or video.
  8. All request for returns due to change of mind should have products unopened and unused in its original packaging.
  9. If you change your mind before the item is received and require an action of Return to Sender or incomplete address is provided resulting in Return to Sender, are considered as Change of Mind. In such scenarios of change of mind, we will deduct the initial shipping fee (if applicable) and restocking fee of 20% when we initate refunds.