How do you ship?
We offer expedited, tracked, and insured shipping straight to your door to any location in Australia.
- Standard Shipping - 2 to 12 business days. We use Australia Post.
- Insured Express Shipping - 1 to 5 business days. We use Australia Post express services.
When will my order ship?
All orders are dispatched from our warehouse in Southern Australia - Adelaide Area within 2 business days. Any orders placed over the weekend will be processed next business day.
Typical shipping time is from 2 to 12 days (this doesn’t include the normal 24-48 hours of warehouse processing time).
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 odours). You can use another box if you don't have an original one.
Important: Due to sanitary reasons, we do not accept returns once you remove the foam from its protective packaging.
You need to pay for shipping. 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 firstname.lastname@example.org and be sure to include a photo. We will cover the cost of shipping damaged item back to us.
We allow product exchange for other size or colour. You will cover the cost of shipping to us, and the cost of exchanged product shipped to you.
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.