Shipping and Delivery

1) What is pre-order?

Sometimes we can completely sell out before our next round of stock reaches our fulfilment centre.  If this happens, we will put products up for pre-order before they've arrived.  We know what date our stock is due to arrive, so this is the date in brackets next to the product name. Provided stock arrives at our warehouse when expected, all orders will then be shipped out to our customers on that specified date.

2) How does shipping and delivery work?

• Once an order is placed, our team will carefully collect your item(s) and package it, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all the item(s) on the order are ready in full - this means that if you have a pre-order item in your order, we will wait until that latest item is available and then send your order out.
• You can expect your parcel within two (2) – eight (8) business days. A number of delivery methods may be used depending on the type of order.  When we ship your order you will receive a confirmation email with a tracking number.  Please don't stress if there are no scan events within the first 24 hours - the system can take a day or so to catch up.
• The delivery time is subject to stock availability. If the item has a specified "sent" date beside it in brackets this means the item is a pre-sale purchase and you will receive that item in two (2) – eight (8) business days from this "sent" date, provided the stock arrives at our warehouse when expected.
• If your order does not arrive within eight (8) business days, please contact us at the following email address info@moodymates.com so that we can follow it up with the courier. We guarantee your parcel's delivery by requiring a signature on arrival.  If you accept "leave in a safe place" directly with our courier we will no longer take responsibility for the package.  If you are not available to sign for the parcel, the parcel will be redirected to the nearest courier depot.  You are then responsible for collection of the parcel from that depot or paying an additional charge for re-delivery.
• *Please note: that if you purchase a pre-sale item and an in-stock item in the same order, both items will be sent out at the same time once all stock is available at our warehouse for dispatch.

3) How do I track my order?

• Yay, time to celebrate – it's on its way! After we pass your order to the courier, we will send you a shipping confirmation email which will have a 'Track Order' button. This will take you directly to their website so you can follow the live tracking updates!
• Input your order number here
• Haven't received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase.  Be sure to check your original order confirmation, you won't receive a shipping confirmation email until that pre-order date (when the item is expected to arrive at our warehouse).

4) What is insured shipping?

• Although we try our very best, sometimes mistakes happen.  Should your package have a delivery issue (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what's happened.  If you purchase insured shipping, after our investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straight away.  If you choose not to purchase insured shipping, we are unable to guarantee a replacement for your stolen item.

5) Help, I think my order is lost/hasn't been delivered?

• Think your order might be lost in transit? Although we are quoted two (2) – eight (8) business days for delivery from our couriers, sometimes life happens and they aren't able to deliver within this timeframe.  When this is the case, your tracking number may update to advise of a 'delayed' delivery date.
• If your item still hasn't been delivered within ten (10) business days, please contact us at the following email address info@moodymates.com  and we can launch an investigation.
• *Please note: Once we pass your item(s) to our courier, your package is with a different provider.  We completely understand delays are frustrating, however once your order is with the courier, any issues are beyond our control and need to be investigated by our courier.  We are able to contact them on your behalf to resolve any issues.  Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.

6) Can I change my shipping address?

• Oops, item(s) not being sent to the right address? We can absolutely help change this for you!  Provided your order has not shipped, please send us the new details and quote your order number at the following email address info@moodymates.com and we can change this over for you.
• *Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it and do not take responsibility for it, so please check your address carefully!

7) Do you ship internationally?

• Whilst we started in Canada, our products are loved all over the globe!

8) What is your returns policy?

• We offer free returns for 30 days from the date your order is delivered/received.
• However, not all items are eligible for return. Any products excluded under our return policy will be noted on product pages and / or at checkout. To be eligible for a return:
• *Please note: If you claim a refund on a bundle, the bundle pricing is no longer valid. The items you keep will default to the current sale price and a refund will be given for the remaining amount. Example: Purchased Uplift Mood Twin Pack for $138 Returned one, current sale price = $84 Your refund is $138-$84 = $54 The above is only an example, the total amount owed will be calculated at the time your refund is requested. Please email info@moodymates.com to initiate your return.

Last updated: October 2023