Delivery & Return

Is shipping free?

If you order over AUD 100 worth of products, your shipping is free for Australian residents. If you are in New Zealand flat shipping rate AUD 39 is applied.

 

How do you ship?

We offer expedited, tracked, and insured shipping straight to your door to any location in Australia.

    • Standard Shipping - 3 to 12 business days. We use Australia Post.
    • Insured Express Shipping - 1 to 4 business days. We use Australia Post express services.
    • Free Next Day Local Delivery - for all orders in 20km radius from our warehouse (one business day).

    When will my order ship?

    All orders are dispatched from our warehouse in Western Australia - Perth Area within 2 business days. Any orders placed over the weekend will be processed next business day.

    Typical shipping time is from 3 to 12 days (this doesn’t include the normal 24-48 hours of warehouse processing time).

    Do you accept returns?

    We allow returns as long as a return request is communicated within 30 days of receiving the order. Returns must be in the state you received your item. We can only accept returns on items that are in new condition (must not have any dog fur, strains, or odors). You can use another box if you don't have an original one.

    Important: Due to sanitary reasons, we can no longer accept returns once you remove the foam from its protective packaging.


    You will be required to ship the item to us. We do not send any pre-paid shipping labels. We will refund 100% of your payment.

    If your item is damaged or defective, please contact us at contact@orthorug.com.au and be sure to include a photo. We will cover the cost of shipping damaged item back to us.

    Lost or Stolen Packages

    OrthoRug is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, OrthoRug will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.

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