Shipping and Delivery
Last updated 2 September 2026. This page is Mattress Protector Company Australia's own policy, written in plain English. It is not legal advice.
1. Overview
We are committed to delivering your order safely and promptly. This Shipping Policy outlines our delivery timeframes, shipping methods, costs, and important information about tracking and international orders.
2. Order Processing
All orders are processed within 1 to 2 business days of payment confirmation (Monday to Friday, excluding public holidays). Orders placed after business hours or on weekends will be processed on the next business day. You will receive an email confirmation once your order has been dispatched, including tracking information where available.
3. Domestic Shipping
We offer standard and express shipping options for domestic orders. Estimated delivery times begin from the date of dispatch:
- Standard Shipping: 3 to 7 business days
- Express Shipping: 1 to 3 business days (where available)
Delivery times are estimates only and are not guaranteed. Delays may occur due to high volume periods, weather events, or carrier circumstances outside our control.
4. International Shipping
We ship to selected international destinations. International delivery timeframes vary by destination:
- Asia Pacific: 5 to 10 business days
- North America and Europe: 5 to 10 business days
- Rest of World: 5 to 10 business days
International customers are responsible for any import duties, taxes, or customs fees that may apply in their country. These charges are not included in our product prices or shipping costs and will be collected by the carrier or customs authority at the time of delivery.
5. Shipping Costs
Shipping costs are calculated at checkout based on your delivery address, order weight, and selected shipping method. Free shipping thresholds and promotions may be available and will be displayed at checkout where applicable.
6. Tracking Your Order
Once your order has been dispatched, you will receive a confirmation email with a tracking number (where provided by the carrier). You can use this number to track the progress of your delivery through the carrier's website. Tracking information may take up to 24 hours to become active after dispatch.
You can also visit the Track My Order page on our website to check your delivery status.
7. Delivery Attempts and Undeliverable Packages
If a delivery attempt is unsuccessful (for example, if no one is home), the carrier will leave a delivery notice and attempt redelivery or hold the package at a local collection point. If a package is returned to us as undeliverable due to an incorrect address or failure to collect, we may arrange redelivery at your cost or issue a refund minus the original shipping fee.
Please ensure your delivery address is correct at the time of ordering. We are not responsible for packages lost or delayed due to incorrect address details provided by the customer.
8. Lost or Damaged Parcels
If your order has not arrived within the estimated delivery window, please first check your tracking information. If the parcel appears lost or has been marked as delivered but not received, please contact us and we will investigate with the carrier on your behalf.
If your order arrives damaged, please photograph the packaging and contents and contact us within 7 days. We will arrange a replacement or refund in accordance with our Returns Policy.
9. Our Delivery Partners
We work with trusted courier and postal services to deliver your orders. The carrier assigned to your order will depend on your location and the shipping method selected. Carrier details will be included in your dispatch confirmation email.
10. Contact Us
If you have any questions about your order or our shipping policy, please contact us through the contact page. Our team responds to all enquiries within 1 business day.
Contact
If anything here is unclear, email theteam@customersupport.care before you order and a person will answer, usually within one business day. You can also use the contact page.