Australia Shipping Fees. Free Standard Shipping on orders over $100. For orders under $100, Standard Shipping is $11.90. Express Shipping is available for all orders at a flat rate of $16.90. Please note: During our promotional sales, due to the high

<div data-block="true" data-editor="bgd74" data-offset-key="eoij4-0-0" id="isPasted"><p data-end="154" data-start="127" id="isPasted"><strong data-end="154" data-start="127">Australia Shipping Fees</strong></p><ul data-end="344" data-start="156"><li data-end="207" data-start="156"><p data-end="207" data-start="158"><strong data-end="184" data-start="158">Free Standard Shipping</strong> on orders over $100.</p></li><li data-end="267" data-start="208"><p data-end="267" data-start="210">For orders under $100, <strong data-end="254" data-start="233">Standard Shipping</strong> is $11.90.</p></li><li data-end="344" data-start="268"><p data-end="344" data-start="270"><strong data-end="290" data-start="270">Express Shipping</strong> is available for all orders at a flat rate of $16.90.</p></li></ul><p data-end="459" data-start="346"><em data-end="459" data-start="346"><strong>Please note: During our promotional sales, due to the high volume of orders, Express Shipping is not available.</strong></em></p></div><h4 data-end="152" data-start="132" id="isPasted"><strong data-end="152" data-start="137">New Zealand</strong></h4><ul data-end="273" data-start="153"><li data-end="211" data-start="153"><p data-end="211" data-start="155"><strong data-end="181" data-start="155">Free Standard Shipping</strong> on orders over <strong data-end="209" data-start="197">$200 AUD</strong></p></li><li data-end="273" data-start="212"><p data-end="273" data-start="214">Orders under $200 AUD: <strong data-end="258" data-start="237">Standard Shipping</strong> is <strong data-end="273" data-start="262">$15 AUD</strong></p></li></ul><h4 data-end="297" data-start="275" id="international"><strong data-end="297" data-start="280">International</strong></h4><ul data-end="418" data-start="298"><li data-end="356" data-start="298"><p data-end="356" data-start="300"><strong data-end="326" data-start="300">Free Standard Shipping</strong> on orders over <strong data-end="354" data-start="342">$200 AUD</strong></p></li><li data-end="418" data-start="357"><p data-end="418" data-start="359">Orders under $200 AUD: <strong data-end="403" data-start="382">Standard Shipping</strong> is <strong data-end="418" data-start="407">$25 AUD</strong></p></li></ul><blockquote data-end="506" data-start="420"><p data-end="506" data-start="422"><em data-end="506" data-start="422">Please note: Customs duties or taxes are not included and may apply upon delivery.</em></p></blockquote><h3 data-end="570" data-start="513" id><br></h3><h3 data-end="570" data-start="513" id="lyra-convertible-cot--cot-mattress-shipping-fees"><strong data-end="570" data-start="517"><span style="font-size: 16px;">Lyra Convertible Cot &amp; Cot Mattress Shipping Fees</span></strong></h3><p data-end="695" data-start="572">Purchases that include the <strong data-end="643" data-start="599">Lyra Convertible Cot and/or Cot Mattress</strong> are subject to specific delivery and handling fees:</p><h4 data-end="734" data-start="697" id="mattress-delivery--handling"><strong data-end="734" data-start="702">Mattress Delivery &amp; Handling</strong></h4><ul data-end="790" data-start="735"><li data-end="773" data-start="735"><p data-end="773" data-start="737">All states (except WA/NT): <strong data-end="771" data-start="764">$50</strong></p></li><li data-end="790" data-start="774"><p data-end="790" data-start="776">WA/NT: <strong data-end="790" data-start="783">$75</strong></p></li></ul><h4 data-end="824" data-start="792" id="cot-delivery--handling"><strong data-end="824" data-start="797">Cot Delivery &amp; Handling</strong></h4><ul data-end="880" data-start="825"><li data-end="863" data-start="825"><p data-end="863" data-start="827">All states (except WA/NT): <strong data-end="861" data-start="854">$85</strong></p></li><li data-end="880" data-start="864"><p data-end="880" data-start="866">WA/NT: <strong data-end="880" data-start="873">$99</strong></p></li></ul><h4 data-end="936" data-start="882" id="cot--mattress-delivery--handling-combined"><strong data-end="936" data-start="887">Cot + Mattress Delivery &amp; Handling (combined)</strong></h4><ul data-end="992" data-start="937"><li data-end="975" data-start="937"><p data-end="975" data-start="939">All states (except WA/NT): <strong data-end="973" data-start="966">$85</strong></p></li><li data-end="992" data-start="976"><p data-end="992" data-start="978">WA/NT: <strong data-end="992" data-start="985">$99</strong></p></li></ul><blockquote data-end="1090" data-start="994"><p data-end="1090" data-start="996"><em data-end="1090" data-start="996">Please note: The Lyra Convertible Cot and Cot Mattress can only be shipped within Australia.</em></p></blockquote><div data-block="true" data-editor="bgd74" data-offset-key="bep9o-0-0"><div data-offset-key="bep9o-0-0"><span data-offset-key="bep9o-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="bgd74" data-offset-key="ab6k-0-0"><div data-offset-key="ab6k-0-0"><br></div></div><div data-block="true" data-editor="bgd74" data-offset-key="a8lve-0-0"><p><br></p></div><div data-block="true" data-editor="1ddts" data-offset-key="b7j8b-0-0" id="isPasted"><div data-offset-key="b7j8b-0-0"><span data-offset-key="b7j8b-0-0"><span data-text="true"><strong>We Recommend Route Package Protection</strong></span></span></div></div><div data-block="true" data-editor="1ddts" data-offset-key="bdf4o-0-0"><div data-offset-key="bdf4o-0-0"><span data-offset-key="bdf4o-0-0"><span data-text="true">Route Package Protection is an affordable solution that covers your order in the event it gets lost, stolen, or damaged during transit.</span></span></div></div><div data-block="true" data-editor="1ddts" data-offset-key="e8hnd-0-0"><div data-offset-key="e8hnd-0-0"><span data-offset-key="e8hnd-0-0"><span data-text="true">As online shopping increases, unfortunately, so do instances of packages being lost or stolen from doorsteps. Route offers &quot;peace of mind&quot; protection for your ergoPouch order, ensuring your package is fully covered.</span></span></div></div><div data-block="true" data-editor="1ddts" data-offset-key="87leh-0-0"><div data-offset-key="87leh-0-0"><span data-offset-key="87leh-0-0"><span data-text="true">If any issues arise, Route makes it easy to resolve them in just a few simple steps.</span></span></div></div><div data-block="true" data-editor="1ddts" data-offset-key="2q7r6-0-0"><div data-offset-key="2q7r6-0-0"><span data-offset-key="2q7r6-0-0"><span data-text="true">Please note:</span></span><span data-offset-key="2q7r6-0-1"><span data-text="true">&#xA0;Route Shipping Protection is automatically applied to your order at checkout. If you choose to opt out of this protection, ergoPouch will not be responsible for lost, damaged, or stolen packages.</span></span></div><p><br></p></div><p><span style="font-size: 14px;">If you experienced an issue with your order, please file a claim with Route&#x2019;s team <a href="https://claims.route.com/" style=" text-decoration: underline !important;">here</a>.</span></p><p id="isPasted"><br></p>

What are your shipping fees?

For additional information on when your order will be shipped, please see Order Processing Time

<div data-block="true" data-editor="2urds" data-offset-key="cummd-0-0" id="isPasted"><div data-offset-key="cummd-0-0"><strong>How to track your order </strong></div></div><div data-block="true" data-editor="2urds" data-offset-key="ckgir-0-0"><div data-offset-key="ckgir-0-0"><span data-offset-key="ckgir-0-0"><span data-text="true">Once your parcel leaves our warehouse, we will send you a shipping confirmation email containing your tracking information. This will allow you to check the status of your shipment with Australia Post at any time.</span></span></div></div><div data-block="true" data-editor="2urds" data-offset-key="6eaia-0-0"><div data-block="true" data-editor="3m6fe" data-offset-key="efdv8-0-0" id="isPasted"><div data-offset-key="efdv8-0-0"><span data-offset-key="efdv8-0-0"><span data-text="true">If you can&#x2019;t find the tracking email, you can also view the details through your&#xA0;</span></span><span data-offset-key="efdv8-0-1"><span data-text="true"><a href="https://www.ergopouch.com.au/account/login?error=login_required&amp;return_url=%2Faccount" rel="noopener noreferrer" target="_blank">ergoPouch account</a></span></span><span data-offset-key="efdv8-0-2"><span data-text="true">.</span></span></div><p><br></p></div><div data-block="true" data-editor="3m6fe" data-offset-key="bfkbl-0-0"><div data-offset-key="bfkbl-0-0"><span data-offset-key="bfkbl-0-0"><span data-text="true">For easier tracking and management, we recommend downloading the&#xA0;</span></span><a href="https://auspost.com.au/about-us/about-our-site/australia-post-app?_branch_match_id=1027807212996913743&amp;utm_source=Landing%20Page&amp;utm_medium=Website&amp;_branch_referrer=H4sIAAAAAAAAA8soKSkottLXTywtLsgvLtFLLCjQy8nMy9Y38nU3cM1L9qrMSrKvK0pNSy0qysxLj08qyi8vTi2ydc4oys9NBQCx20q6PgAAAA%3D%3D" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="bfkbl-1-0"><span data-text="true">Australia Post app</span></span></a><span data-offset-key="bfkbl-2-0"><span data-text="true">&#xA0;or creating a&#xA0;</span></span><a href="https://auspost.com.au/receiving/mypost" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="bfkbl-3-0"><span data-text="true">MyPost account</span></span></a><span data-offset-key="bfkbl-4-0"><span data-text="true">&#xA0;to stay updated and manage your deliveries while in transit.</span></span></div></div></div><h3 id><br></h3><p><span style="font-size: 14px;">For additional information&#xA0;</span><span style="background-color: transparent; font-size: 14px;">on when your order will be shipped, please see&#xA0;</span><a href="https://ergopouch-au.gorgias.help/en-US/order-processing-time-803706" rel="noopener noreferrer" target="_blank"><strong><span style="font-size: 14px;">Order Processing Time</span></strong></a></p>

How do I track my order?

<div data-block="true" data-editor="2bmur" data-offset-key="66sj9-0-0" id="isPasted"><div data-block="true" data-editor="etlf8" data-offset-key="a6mfg-0-0" id="isPasted"><div data-offset-key="a6mfg-0-0"><span data-offset-key="a6mfg-0-0"><span data-text="true"><strong>Shipping Timelines</strong></span></span></div></div><div data-block="true" data-editor="etlf8" data-offset-key="56fqu-0-0"><div data-offset-key="56fqu-0-0"><span data-offset-key="56fqu-0-0"><span data-text="true">Once your item is picked up from our warehouse, delivery times will vary depending on your destination:</span></span></div><p><br></p></div><ul><li data-block="true" data-editor="etlf8" data-offset-key="9kqoc-0-0" style="font-weight: bold;"><div data-offset-key="9kqoc-0-0"><span data-offset-key="9kqoc-0-0"><span data-text="true"><strong>Express Delivery</strong></span></span><span data-offset-key="9kqoc-0-1"><span data-text="true">: Typically arrives within&#xA0;</span></span><span data-offset-key="9kqoc-0-2"><span data-text="true">1 to 4 business days</span></span><span data-offset-key="9kqoc-0-3"><span data-text="true">.&#xA0;</span></span><span data-offset-key="9kqoc-0-3"><span data-text="true"><strong>(Note: Delivery times may be longer for areas outside metropolitan locations.)</strong></span></span></div></li><li data-block="true" data-editor="etlf8" data-offset-key="5l60f-0-0" style="font-weight: bold;"><div data-offset-key="5l60f-0-0"><span data-offset-key="5l60f-0-0"><span data-text="true"><strong>Metro Delivery</strong></span></span><span data-offset-key="5l60f-0-1"><span data-text="true"><strong>: Typically arrives within&#xA0;</strong></span></span><span data-offset-key="5l60f-0-2"><span data-text="true"><strong>3 to 6 business days</strong></span></span><span data-offset-key="5l60f-0-3"><span data-text="true"><strong>.</strong></span></span></div></li><li data-block="true" data-editor="etlf8" data-offset-key="bmev6-0-0" style="font-weight: bold;"><div data-offset-key="bmev6-0-0"><span data-offset-key="bmev6-0-0"><span data-text="true"><strong>Regional Delivery</strong></span></span><span data-offset-key="bmev6-0-1"><span data-text="true">: Typically arrives within&#xA0;</span></span><span data-offset-key="bmev6-0-2"><span data-text="true">7 to 14 business days</span></span><span data-offset-key="bmev6-0-3"><span data-text="true">.</span></span></div></li><li data-block="true" data-editor="etlf8" data-offset-key="9i0ki-0-0" style="font-weight: bold;"><div data-offset-key="9i0ki-0-0"><span data-offset-key="9i0ki-0-0"><span data-text="true"><strong>International Delivery</strong></span></span><span data-offset-key="9i0ki-0-1"><span data-text="true">: Typically arrives within&#xA0;</span></span><span data-offset-key="9i0ki-0-2"><span data-text="true">21 business days</span></span><span data-offset-key="9i0ki-0-3"><span data-text="true">.</span></span></div></li></ul><div data-offset-key="9i0ki-0-0"><span data-offset-key="9i0ki-0-3"><span data-text="true"><span data-offset-key="9b8ds-0-0" id="isPasted"><span data-text="true">For more details on delivery speeds and coverage, please visit the&#xA0;</span></span><a href="https://auspost.com.au/business/shipping/delivery-speeds-and-coverage" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="9b8ds-1-0"><span data-text="true">Australia Post website.</span></span></a> <br></span></span></div><p><br></p><div data-block="true" data-editor="etlf8" data-offset-key="4rfpm-0-0"><div data-offset-key="4rfpm-0-0"><span data-offset-key="4rfpm-0-0"><span data-text="true">Please note that these timeframes refer to delivery once the item has shipped. If you need information on order processing times, please refer to&#xA0;</span></span><span data-offset-key="4rfpm-0-1"><span data-text="true"><a href="https://ergopouch-au.gorgias.help/en-US/what-is-your-order-processing-time-803706" rel="noopener noreferrer" target="_blank">Order Processing Time</a></span></span><span data-offset-key="4rfpm-0-2"><span data-text="true">.</span></span></div><p><br></p></div></div>

What are your shipping timelines? (How long will it take to deliver my order?)

Lyra Convertible Cot & Cot Mattress - Standard Shipping. Please note that purchases, including the Lyra Convertible Cot & Mattress, are subject to the following shipping fees:. Mattress Delivery & Handling Fee:. Cot Delivery & Handling Fee:. Cot and

<div data-message-author-role="assistant" data-message-id="1ab86d4e-c6db-4339-8c2e-b87c39efeceb" data-message-model-slug="gpt-4o-mini" dir="auto"><p><strong>Lyra Convertible Cot &amp; Cot Mattress - Standard Shipping</strong></p><p>Please note that purchases, including the <strong>Lyra Convertible Cot &amp; Mattress</strong>, are subject to the following shipping fees:</p><p><strong>Mattress Delivery &amp; Handling Fee:</strong></p><ul><li>All states (except WA/NT): <strong>$50</strong></li><li>WA/NT: <strong>$75</strong></li></ul><p><strong>Cot Delivery &amp; Handling Fee:</strong></p><ul><li>All states (except WA/NT): <strong>$85</strong></li><li>WA/NT: <strong>$99</strong></li></ul><p><strong>Cot and Mattress Delivery &amp; Handling Fee:</strong></p><ul><li>All states (except WA/NT): <strong>$85</strong></li><li>WA/NT: <strong>$99</strong></li></ul><p>Please note: The <strong>Lyra Convertible Cot</strong> and <strong>Cot Mattress</strong> can only be shipped within <strong>Australia</strong>.</p></div>

What is Lyra Convertible Cot / Deluxe Cot Mattress Shipping fees?

If your order is already being prepared for shipment, we are unable to make any changes, including modifying your delivery address. Once your order has shipped, you'll receive a confirmation email with your tracking number. At that point, we recommen

<div data-block="true" data-editor="4c1pr" data-offset-key="6g8d9-0-0" id="isPasted"><div data-block="true" data-editor="edd6h" data-offset-key="895r7-0-0" id="isPasted"><div data-block="true" data-editor="ftkrm" data-offset-key="2ec0o-0-0" id="isPasted"><div data-offset-key="2ec0o-0-0"><span data-offset-key="2ec0o-0-0"><span data-text="true"><strong><span style="font-size: 16px;">Need to Update Your Address?</span></strong></span></span></div></div><div data-block="true" data-editor="ftkrm" data-offset-key="1m984-0-0"><div data-offset-key="1m984-0-0"><span data-offset-key="1m984-0-0"><span data-text="true" style="font-size: 16px;">Please contact our customer service team as soon as possible. While we can&#x2019;t guarantee we&#x2019;ll be able to update your address, we will do our best to stop it before it ships, depending on its current status. Once an order is packed or shipped, changes can no longer be made.</span></span></div><span style="font-size: 16px;"><br></span></div></div><div id="isPasted"><div></div><span data-offset-key="7ftv8-0-0"><span data-text="true" style="font-size: 14px;">To request an update, please email us at&#xA0;</span></span><span style="font-size: 14px;"><a href="mailto:cs@ergopouch.com.au" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="7ftv8-1-0"><span data-text="true">cs@ergopouch.com.au</span></span></a></span><span data-offset-key="7ftv8-2-0"><span data-text="true" style="font-size: 14px;">&#xA0;with the subject line&#xA0;</span></span><span data-offset-key="7ftv8-2-1"><span data-text="true" style="font-size: 14px;">&#x201C;URGENT: Update Address&#x201D;</span></span><span data-offset-key="7ftv8-2-2"><span data-text="true" style="font-size: 14px;">&#xA0;and include the following details:</span></span></div></div><ul><li data-block="true" data-editor="4c1pr" data-offset-key="ddvh8-0-0" style="font-size: 14px;"><div data-offset-key="ddvh8-0-0"><span data-offset-key="ddvh8-0-0">Full name</span></div></li><li data-block="true" data-editor="4c1pr" data-offset-key="fd858-0-0" style="font-size: 14px;"><div data-offset-key="fd858-0-0"><span data-offset-key="fd858-0-0">Order number</span></div></li><li data-block="true" data-editor="4c1pr" data-offset-key="c66ad-0-0" style="font-size: 14px;"><div data-offset-key="c66ad-0-0"><span data-offset-key="c66ad-0-0">Address line 1 (street, number)</span></div></li><li data-block="true" data-editor="4c1pr" data-offset-key="6qdai-0-0" style="font-size: 14px;"><div data-offset-key="6qdai-0-0"><span data-offset-key="6qdai-0-0">Address line 2 (apartment, building, etc.)</span></div></li><li data-block="true" data-editor="4c1pr" data-offset-key="ahl0c-0-0" style="font-size: 14px;"><div data-offset-key="ahl0c-0-0"><span data-offset-key="ahl0c-0-0">City</span></div></li><li data-block="true" data-editor="4c1pr" data-offset-key="5vegd-0-0" style="font-size: 14px;"><div data-offset-key="5vegd-0-0"><span data-offset-key="5vegd-0-0">Postal code</span></div></li><li data-block="true" data-editor="4c1pr" data-offset-key="chdn8-0-0" style="font-size: 14px;"><div data-offset-key="chdn8-0-0"><span data-offset-key="chdn8-0-0">Country</span></div></li></ul><div data-block="true" data-editor="4c1pr" data-offset-key="5l4bf-0-0"><div id="isPasted"><div></div></div><p id="isPasted"><span style="font-size: 14px;"><strong>If your order is already being prepared for shipment, we are unable to make any changes, including modifying your delivery address.</strong></span></p><p><span style="font-size: 14px;">Once your order has shipped, you&apos;ll receive a confirmation email with your tracking number. At that point, we recommend contacting Australia Post directly to request a parcel redirection while it&#x2019;s in transit.</span></p><p><span data-offset-key="5l4bf-0-2"><span data-text="true"><span data-offset-key="6c2sh-0-0" id="isPasted"><span data-text="true" style="font-size: 14px;">For more information, please visit:&#xA0;</span></span><span style="font-size: 14px;"><a href="https://auspost.com.au/receiving/manage-deliveries-in-transit/redirect-parcels-in-transit" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="6c2sh-1-0"><span data-text="true">Australia Post - Redirect Parcels in Transit</span></span></a> </span></span></span></p></div><p><br></p>

Can I change my delivery address?

Order Processing Time. Please note that order processing is separate from shipping times. Orders are typically processed and shipped within 2 to 3 business days. Once your order has shipped, you'll receive a confirmation email with tracking details s

<p id="isPasted"><strong><span style="font-size: 14px;">Order Processing Time</span></strong></p><p><span style="font-size: 14px;">Please note that order processing is separate from shipping times.</span></p><p><span style="font-size: 14px;">Orders are typically processed and shipped within 2 to 3 business days. Once your order has shipped, you&apos;ll receive a confirmation email with tracking details so you can monitor its progress.</span></p><p><span style="font-size: 14px;">During sales events, please allow an additional 3-5 business days for processing.</span></p>

What is your order processing time?

Customs And Duties Fees. For our international customers, please note that your order may be subject to customs duties, taxes, and import fees based on the destination country. These charges are the responsibility of the customer. Customs policies an

<p id="isPasted"><strong><span style="font-size: 14px;">Customs And Duties Fees</span></strong></p><p><span style="font-size: 14px;">For our international customers, please note that your order may be subject to customs duties, taxes, and import fees based on the destination country. These charges are the responsibility of the customer.</span></p><p><span style="font-size: 14px;">Customs policies and fees vary greatly from country to country, and your local customs authority determines the amount. Unfortunately, we have no control over these charges and cannot predict their cost. We recommend contacting your local customs office for more detailed information.</span></p><p><span style="font-size: 14px;">If the receiver refuses to pay these charges and the item is returned to us, we cannot offer a refund on shipping fees, and the item will not be re-shipped.</span></p>

Do I have to pay customs fees?

We understand how disappointing it is to receive a damaged package. We always strive to provide exceptional service, but some factors, such as shipping and handling, are beyond our control. *Route Shipping Protection is automatically applied to your

<h3 id="isPasted"><span style="font-size: 16px;">Damaged packages:</span></h3><p><span style="font-size: 14px;">We understand how disappointing it is to receive a damaged package. We always strive to provide exceptional service, but some factors, such as shipping and handling, are beyond our control.&#xA0;</span></p><p><span style="font-size: 14px;"><strong><em>*Route Shipping Protection is automatically applied to your order at checkout. If you choose to opt out of this package protection, ergoPouch will not be liable for lost, damaged, or stolen packages.</em></strong></span></p><p><a href="https://ergopouch-au.gorgias.help/en-US/what-is-route-and-why-do-you-recommend-this-835830" rel="noopener noreferrer" target="_blank"><strong><em><span style="font-size: 14px;">What is Route and why do you recommend this?</span></em></strong></a></p><p><span style="font-size: 14px;">If your item arrives damaged, unusable, or in unacceptable condition due to shipping, you can file a&#xA0;</span><span style="font-size: 14px;"><a href="https://claims.route.com/" rel="noopener noreferrer" target="_blank">Route Claim</a></span><span style="font-size: 14px;">&#xA0;directly here.</span></p><ul><li>Claims for damaged items require <strong>photos</strong> of the packaging and item(s) and must be filed within <strong>15 days</strong> from when it was marked as delivered.</li></ul><p><br></p>

My order has arrived damaged?

Lost Packages. At ergoPouch, we strive to ensure every order arrives in perfect condition. If your order is lost in transit, please reach out to cs@ergopouch.com.au ,  and we will assist you in investigating the issue with the courier. To help us res

<p id="isPasted"><strong>Lost Packages</strong></p><p>At ergoPouch, we strive to ensure every order arrives in perfect condition. If your order is lost in transit, please reach out to <a data-fr-linked="true" href="mailto:cs@ergopouch.com.au">cs@ergopouch.com.au</a> , &#xA0;and we will assist you in investigating the issue with the courier.</p><p><strong>To help us resolve the issue, please provide:</strong></p><ul><li>Your full name</li><li>Your ergoPouch order number or receipt</li><li>Your confirmed shipping address</li></ul><p><strong>Marked as Delivered but Not Received</strong></p><p>If your tracking shows that the package was marked as delivered but you haven&#x2019;t received it, please check the following:</p><ul><li>Ensure no one else at your address has accepted the package (e.g., family members or neighbors).</li><li>Verify that the delivery address is correct.</li><li>If no one was home at the time of delivery, the courier may have left the package in a safe location. Check around your property for the package, or ask neighbors if they&#x2019;ve taken it in for safekeeping.</li></ul><p>If you&apos;re still unable to find the package, please contact the courier directly for further assistance.</p><p><strong>Shipping Protection</strong></p><p><em>Route Shipping Protection</em> is automatically added to your order at checkout. If you choose to opt out, ergoPouch will not be responsible for any lost, damaged, or stolen packages.</p><p><a href="https://ergopouch-au.gorgias.help/en-US/what-is-route-and-why-do-you-recommend-this-835830"><strong><em>What is Route and why do you recommend this?</em></strong></a></p><p>Route Shipping Protection is a service designed to safeguard your order against loss, damage, or theft during transit. We recommend opting in for added peace of mind.</p><p><strong>Lost Orders</strong></p><p>An item is considered lost if it has not been reported as delivered. You may file a claim if enough time has passed since the expected delivery date:</p><ul><li>For <strong>domestic orders</strong>, claims can be filed no earlier than 7 calendar days and no later than 30 calendar days from the last tracking update.</li><li>For <strong>international orders</strong>, claims can be filed no earlier than 20 calendar days and no later than 30 calendar days from the last tracking update.</li></ul>

What do I do if my order is Lost in Transit?

We’re Sorry for the Delay. We sincerely apologise that your order is taking a bit longer than expected. Due to the overwhelming response to our recent sale, we’re working hard to fulfill all orders and need just a little extra time to get yours ready

<p id="isPasted"><strong>We&#x2019;re Sorry for the Delay</strong></p><p>We sincerely apologise that your order is taking a bit longer than expected. Due to the overwhelming response to our recent sale, we&#x2019;re working hard to fulfill all orders and need just a little extra time to get yours ready. Please allow an additional 3-5 business days for delivery.</p><p>We understand how frustrating this can be, and we want to assure you that our team is doing everything possible to get your order to you as quickly as we can. If you haven&#x2019;t received a shipping confirmation email within the next 3 business days, please reach out to us at <a href="mailto:cs@ergopouch.com.au">cs@ergopouch.com.au</a>&#xA0;, and we&#x2019;ll assist you right away.</p><p>Thank you for your patience and understanding during this busy time. We truly appreciate your continued support. Your babe&#x2019;s new sleep-drobe will be with you soon!</p><p><span style="font-size: 14px;">If you need more information on the processing order time, please see&#xA0;</span><a href="https://ergopouch-au.gorgias.help/en-US/order-processing-time-when-will-i-receive-my-order-803706" id="isPasted" rel="noopener noreferrer" target="_blank"><span style="font-size: 14px;">Order Processing Time</span></a></p>

I ordered during your sale and my order is delayed, when will this be dispatched?

Authority to Leave (Safe Drop) Deliveries. All ergoPouch orders are shipped with Authority to Leave, also known as Safe Drop. This means that if no one is home at the time of delivery, the courier can leave the parcel in a safe location on your prope

<p id="isPasted"><strong>Authority to Leave (Safe Drop) Deliveries</strong></p><p><span style="font-size: 14px;">All ergoPouch orders are shipped with <strong>Authority to Leave</strong>, also known as Safe Drop. This means that if no one is home at the time of delivery, the courier can leave the parcel in a safe location on your property.</span></p><p><span style="font-size: 14px;">You have the option to manage or redirect your delivery from the moment your parcel departs the sender until it&#x2019;s out for delivery. However, once the parcel is in transit for delivery, changes can no longer be made.</span></p><p><span style="font-size: 14px;">To manage your delivery during transit, please log into your <strong>MyPost</strong> account or use the <strong>AusPost app</strong>.</span></p><p><a href="https://auspost.com.au/receiving/manage-deliveries-in-transit/leave-in-a-safe-place" id="isPasted">https://auspost.com.au/receiving/manage-deliveries-in-transit/leave-in-a-safe-place</a></p><p id="isPasted"><br></p>

Do you offer signature on delivery?

ergoPouch AU

All shipping and delivery times and enquiries

Shipping & Delivery

What is Route and why do you recommend this?

When do I file a claim with Route (Lost, Damaged & Stolen)?

How do I track my order through Route?

How do I file a claim with Route?

What are Route's Terms & Conditions

Route Package Protection

My Item is Faulty what can I do?

Can I return or exchange a faulty item purchased from on of your partner retailers?

What if I haven’t received my order confirmation?

How can I check my order status?

Missing or Incorrect Item in Your Order?

Can I Cancel My Order?

How do I change or update my order?

There is an issue with the website i can not check out, what can I do?

I’m sending my order as a gift. Can the prices be removed?

How can I become a wholesaler?

Order Assistance

What is your Returns Policy?

How do I make a return?

How can I track my return?

How can I exchange an item?

Returns & Refunds

My promo code is not working, what should I do?

Do You Offer Price Matching?

Discount Code Not Added—Can I Still Get the Sale Price?

Can I use more than one discount code at a time?

Where can I buy an ergoPouch Gift Voucher?

How Do I Pay Using a Gift Card or Store Credit?

I missed your sale can I still have the discounted price?

Promo Codes & Payments

How do I choose the right sleeping bag?

Why do you use organic fabric?

What is the best way to wash and care for my bag?

Should I choose an sleeping bag with sleeves?

Do I use blankets on top of a sleeping bag?

When should I stop using a Sleeping Bags / Pouches?

How to dress a baby who has a fever?

What is a TOG?

What to wear camping in temperatures under 14°C?

Why does my ergoPouch have brown stains?

My sleeping bag has shrunk what can I do?

What’s the difference between the old and new What To Wear Guides, and can I still use the old one?

My child keeps escaping from their sleeping bag! What can I do?

Do you prioritise weight or length when choosing a baby sleeping bag?

What is the difference between 0.2 TOG and 0.3 TOG? Which is better for hot weather sleeping?

Where are your products manufactured?

What are your zippers made from?

Can I exchange or replace a faulty item if I purchased from another stockist?

Why has my product has faded after washing?

Can pilling occur on your fabrics?

What do the different fire labels mean?

How many Sleeping Bags do I need?

My child suffers from eczema, is ergoPouch suitable for them?

Does the TOG rating change over time?

How should I dress my baby if the temperature drops overnight?

Can I wear the Sleep Suit Bag or Sleep Onesie in a car?

How do I dress my baby in temperatures above 26°C ?

General Product FAQ's

What is the Difference Between Cocoon Swaddle Bag and a Sleeping Bag?

What is a Swaddle and Why Use One?

How do I use the Cocoon Swaddle bag?

What size Cocoon Swaddle Bag do I choose?

When do I transition my baby from Swaddle (closed poppers) to Sleeping Bag (open poppers) in the Cocoon?

How Do I Safely Swaddle My Baby?

What’s the difference between a Traditional swaddle wraps and Cocoon swaddle bag??

Why is my Baby is trying to escape their cocoon?

Cocoon Swaddle Bag

What is the Difference Between Sleeping Bag and Premium Sleeping Bag?

How do I know if my child is ready for a sleeping bag?

How do I safely transition my baby to arms-out sleeping in a sleeping bag?

How do I Stop Your Child from Escaping Their Sleeping Bag?

Why have the Jersey Bag and Sheeting Sleeping Bag changed names?

Sleeping Bag and Premium Sleeping Bag

What is a Sleep Suit Bag?

Do I use blankets on top of the Sleep Suit Bag?

Can My Child Walk Around in the Sleep Suit Bag?

When do I stop using the Sleep Suit Bag?

Sleep Suit Bag

What is a Sleep Onesie?

Do All Your Sleep Onesies Have Foot and Hand Cuffs?

Sleep Onesie

What is a Hip Harness Pouch?

Why Are There No Hip Harness Cocoon Swaddles for the 0-3M Age Range?

Hip Harness Pouches

Pouches

What are Layers?

What are Pyjamas?

Should I Choose Pyjamas or Layers?

How Does the 3-Way Zipper Work on the Long Sleeve Layers?

Why did you create 2.0 TOG Layers?

Layers & Pyjamas

Why Are Natural Fibres So Important?

Bodywear

What is a Butterfly Cardi?

Who is the Butterfly Cardi for?

Can I use the Butterfly Cardi over any Swaddle or Sleeping Bag?

How do I use the Butterfly Cardi for transitioning out of a swaddle?

Butterfly Cardi

Can I wear Arm Warmers over a Long Sleeve Sleeping Bag?

Arm Warmers

Layers

What is a HugMe Blanket?

What size HugMe Blanket should I buy?

How to Use the TOG Guide on the HugMe Blanket

Is the HugMe Blanket safety tested?

Does the HugMe Blanket fit the Snoo?

Can I use the HugMe Blanket when my baby starts rolling?

Why did you change the name of the Tuck Sheet to the HugMe Blanket?

Do I need to use a Swaddle underneath the HugMe Blanket?

HugMe Blanket

Why is the Organic Toddler Pillow so thin (3cm)?

What is so special about the Quilted Pillowcase?

Toddler Pillow & Case

Is the Quilted Coverlet like the Convertible Quilt?

Quilts

Bedding Collection

What age can I use the Cot from, and to?

Is the wood safe for my baby if they chew on it?

Is the cot sustainable?

Why does the Lyra cot not come with a drop side?

What age is the toddler conversion kit suitable from and is it included with your Lyra Cot?

Does this cot suit tall parents?

Why would I need caster wheels for my cot?

Will the cot fit in a narrow space?

What are the measurements of your cot?

Lyra Cot

What is the size of the mattress?

What do I put on top of the mattress for baby's sleep?

Does the Deluxe Cot Mattress have off-gassing?

What kind of springs are in the mattress?

How long will the Deluxe Cot Mattress last?

Why did you choose Tencel for the outer fabric?

What is HealthGuard®, and is it safe?

Deluxe Cot Mattress

How do I use the White Noise Machine?

Can I leave White Noise on all night?

Is this device low in Electric & Magnetic Fields (EMFs)?

When is a good time to stop using white noise?

My White Noise Won't Charge

Why doesn't my white noise last 48 hours ?

What is White Noise?

What are the Safety Tips for Using White Noise?

Portable White Noise Machine

What age and weight is the Portable Bassinet suitable for?

How much does the bassinet weigh and can I take it on a plane?

Does this come with a stand and can I use it as a co-sleeper?

Can the HugMe Blanket or Fitted Sheets be used with the Portable Bassinet Mattress?