Shipping policy

SHIPPING POLICY

  1. ORDER PROCESSING
  • We process your order within 1–2 business days after your payment is confirmed.
  • Orders placed on weekends or public holidays are processed on the next business day.
  1. SHIPPING RATES
  • Standard shipping is free on all orders, with no minimum spend.
  • The shipping cost shown at checkout is the final shipping cost for your order.
  1. ESTIMATED DELIVERY TIMES
  • Once your order has been dispatched, delivery usually takes 7–12 business days.
  • The estimated delivery time for your location is shown at checkout once you enter your address.
  • These are estimates, not guaranteed delivery dates. Delivery can be affected by your address, customs, weather, carrier delays and busy periods.
  1. ORDER TRACKING
  • Once your order is dispatched, we email you a tracking number so you can follow your parcel.
  • Tracking can take up to 24 hours to show updates after dispatch.
  1. DUTIES AND TAXES
  • Any taxes shown at checkout are included in your order total.
  • If customs charges or import taxes apply to your destination, we will tell you about them at checkout or before dispatch where we can. If you have a question, contact us before your order ships.
  1. LOST, DAMAGED OR DELAYED PARCELS
  • If your parcel is lost, arrives damaged or is significantly delayed beyond the estimate, please email sleepneckpillow@gmail.com with your order number. For damage, please include photos.
  • Please contact us within 14 days of the estimated delivery date so we can look into it promptly. Depending on the situation, we may reship your order or offer a refund.
  • These steps are in addition to your rights under the Australian Consumer Law, which this policy does not limit.
  1. CANCELLATIONS AND ADDRESS CHANGES
  • You can ask us to cancel your order or change your delivery address by emailing us as soon as possible after ordering. We can do this only if the order has not yet been dispatched.
  • Please check your address carefully at checkout. If an order is returned to us because of an incorrect or incomplete address, contact us and we will help you with the options available.
  1. PEAK PERIODS
  • During busy periods such as Black Friday, Christmas and sales, processing and delivery can take a few extra business days. We will show any updated estimates at checkout.
  1. CONTACT

For any question about shipping or delivery, email sleepneckpillow@gmail.com. We reply during business days, Monday to Friday, excluding public holidays.

SleepNeck
sleepneck.com