Shipping & Returns
At Bubsquad we go above and beyond to ensure you pay as low as possible on delivery charges because we understand that it can be a big expense. Some items enjoy free shipping whereas others are calculated based on weight, size and location.
Have a look at the products to see which items have free delivery as it changes from time to time.
Delivery of items is subject to availability and we cannot accept responsibility or liability for any item unexpectedly out of stock. We regularly update our website to ensure this does not happen, however in the rare occasion that a paid item is out of stock we will offer you a store credit or full refund (as per our policy)
Generally items are dispatched within 24 to 48 hours after payment is received. Time frames for delivery varies depending on location.
It is important that you supply us with correct contact details and special instructions which will be passed on to the delivery company, especially when you live in a high rise building, apartment block or where there might be restricted access for delivery.
It might be of benefit to consider giving authority to leave small items in a safe area in the rare occasion that you’re not at home at the time of delivery.
Please check your item upon delivery and contact us within 24 hours should the item be damaged or faulty. Please keep the original packaging. Please contact us via the contact page for all returns.
Warranties and claims :
ALL Claims need to be sent to us via email. To prevent unnecessary claim delays, please provide the following within email:
– Order Number
– Manual with missing parts indicated (if applicable)
– Images/Video clearly showing fault (if applicable
– Images/Video clearly showing goods in original packaging (if applicable)
– Note: All images and videos must be attached to emails at an appropriate size, we are not able to make a clear assessment off image thumbnails.
We will not provide credit in cases where goods have been disposed of before submitting a claim to us.
Faulty or Damaged in Transit Products:
– Send an email including pictures or video of the product received demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity). Also provide a brief explanation of fault and what you would prefer in the way of compensation or replacement parts/product.
– We will assess each situation on a case by case basis. We will advise on whether we will send replacement parts, offer a full or partial refund or replace the product.
- Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label. Any postage cost incurred for return postage will not be refunded if a return label has been provided.
Missing or Damaged Parts under 12 month warranty:
– If a single part is missing or damaged, please specify using the instruction manual of what part is missing or is damaged and the quantity needed. Where possible, mark the part in manual and send us picture of it.
- Once we receive the details of what is needed, we can issue for a part to be sent as soon as possible. We will send an email containing tracking information when it is available.
Returns and Refund Procedure:
Change of Mind:
– We only accept change of mind within 7 days after the item is delivered
– Please send an email including pictures or video of the condition of the product received and an explanation on why you would like to return product and if the item is eligible for return.
– For COM product must be in unopened and in its original packaging.
– Please do not return the product to us without our prior consultation – credit will not be given in this case.
– Returns due to change of mind are done so at your arrangement.
– If return label provided to you, we will refund the total order amount MINUS initial postage, return postage and restocking fee of 15%
– If return label NOT provided to you, we will refund the total order amount MINUS initial postage and restocking fee of 15%
– If you change your mind before item is received and require action of RTS (Return to Sender), we will refund the total order amount MINUS initial postage and restocking fee of 15%
– All items that are returned due to incorrect or incomplete delivery information will be treated as a Change of Mind returns including items Returned to Sender due to being unclaimed
The following items may not be returned for change of mind:
*Car Seats (whether in original packaging or not)
*Mattresses (if plastic covering is broken or removed)
*Head, Body, Nursing Pillows (for hygiene reasons)
*Special Order / Non-stocked items
*Baths / Bath Aids / Potty’s / Toilet Training Aids
*Any Feeding / Drinking items (with broken seals or not sold with protective packaging)
*Teething Toys (not sold with protective packaging)
*Personal products that are indented to be worn against the skin
*Gift cards (and cannot be replaced if lost)
After approval, we can offer you various options at our discretion:
a. a full refund of the goods purchased; or
b. a store credit which is valid for up to 12 months; or
c. an exchange of the goods for another product,
on the condition that the goods are returned within 10 business days from the date the goods were dispatched to you and the items are in their original condition as purchased, with all labels/tickets/packaging attached.
We reserve the right to refuse a returned item if the item does not comply to our returns policy.
Please contact us for a quote if you are ordering items and are outside of Australia
PLEASE NOTE: no exchanges or returns are offered for sale or promotion items.
We reserve the right to refuse a returned items if the items do not comply to our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.