DELIVERY INFO

COVID-19

Due to COVID-19, our store operations and services have also been impacted.

We are currently experiencing some product replenishment issues, and we no longer allowing any pick-ups from our Somersby warehouse. We are only sending orders by delivery.

For more information – CLICK HERE

What is the shipping price?

We offer competitive shipping costs. Please use the shipping calculator to work out the price. We offer free shipping on selected products.

Dispatch time frame?

All of our products are dispatched within 1 or 2 business days – Usually this is within 24 hours of when the order was made. In busy periods such as Christmas, Easter, etc, dispatch can take a maximum of 3 business days.

Note: No dispatch or postage will occur on either a Saturday or Sunday.

Delivery time frame?

2 – 10 business days, after dispatch. As our products are located in Somersby, NSW, closer proximity to us will have a quicker delivery time than to somewhere further away.

Is your delivery taking too long?

Before we can open any official investigations, the parcel must have been within transit for more than 10 business days.

However, what seems to get a great response rate is a call from the receiving party and then you can notify us and we will follow it up with them as well.

How do I track my parcel?

Within 2 business days of your order, you will receive an email confirming the shipping of the order. At the bottom of the email are the shipping details which will consist of a link to a website (example: https://auspost.com.au/track/) and a ‘Tracking ID’ (example: PR123456).

Simple open the website link provided and paste in the ‘Tracking ID’. This will show you an up to date (within 48 hours) location of your parcel and where it is in the delivery process.

If you have not received an email with these details, please first check you ‘junk / spam’ folder and if it is not there, email us via: support@coopsandcages.com.au

Is pickup available from your warehouse?

Unfortunately, pickup is not available from our warehouse. This is why we dispatch the products as quickly as possible.

I think my parcel may be lost?

Before we can open any official investigations, the parcel must have been within transit for more than 10 business days.

However, what seems to get a great response rate is a call from the receiving party and then you can notify us and we will follow it up with them as well.

Can you offer express shipping?

Unfortunately, we cannot offer express shipping on our products. This is largely due to the size and weight of our products and no courier in Australia wanting to guarantee next day or express shipping on them.

 

I won't be home when my parcel gets delivered?

Our delivery drivers will leave the goods if you are not home unless you advise us to the contrary. If you are not likely to be home when the driver will deliver, you can let us know a place that you would like the parcels left.

If you don’t let us know, that it is not OK to leave we won’t require a POD but the parcels are your responsibility if left. The driver won’t leave the parcels if he/she thinks it’s not secure. If you are not home and you advise it is not OK to leave when Australia Post arrives, they will take it to the nearest Australia Post office and you will have to pick it up.

If this happens with Direct Freight Express, they will attempt redelivery at a later date. This is not ideal and it is better to have a successful delivery first time. We will require ‘OK to leave’ for our larger items as the redelivery fee is quite expensive and there is a higher chance of damage.

There seems to be a missing box (eg, meant to have 2 but only have 1)

If you have only received 1 box and the product that you have ordered outlined that you should receive 2, there are a couple of solutions to this:

  • During transit the parcels can get separated during the sorting. This is the most common occurance and the second (or third) parcel is usually only a day or two away. Checking on the order via the ‘Tracking Details’ we provided will usually inform you about where the second parcel is.
  • The parcels might have been delivered at 2 different dates and so the first one may have been missed and is awaiting collection at the local post office. Checking on the order via the ‘Tracking Details’ we provided will usually inform you about where the second parcel is.
  • One of the parcels might have been lost during transit. If it has been more than 10 business day for the deliver and the ‘Tracking Details’ says that the other parcel is still in transit, please contact us via support@coopsandcages.com.au and we will assist you in following up the location of the parcel.

 

What couriers and delivery companies do you use?

We primarily use Australia Post and Direct Freight Express.

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