Shipping + FAQs

FAQ

Q: How do I check the status of my order?

A: Upon placing your order, please allow 24-72 hours to have your order processed. Our fulfillment warehouses pack your ordered item(s) and ship the package(s) out as soon as possible. Once your order has been shipped, you will receive a notification through email. Then you can then track your order by going to this page Track Orders.

We will always send all information through that we receive from our suppliers. Unfortunately, as we do only offer the basic standard shipping to provide you with more affordable shipping, sometimes tracking information may be limited on the customer's end. For any questions please contact info@ourbabynursery.com or use our contact form.

Q: How long does shipping take?

A: Please allow up to 24-72 hours for your order to process and up to an additional 3 days to be shipped out. Our fulfillment centres are located around the world. 

Q: How long is delivery?

Orders can take between 13-49 days for our internationally supplied products, although most of the time they arrive earlier. We use that time frame to take into consideration any potential delays during transit or from customs, which are unfortunately out of our control.

This is excluding our Australian supplied products that typically ship in just 3-9 business days for most brands, however may also be affected by delays.

During peak holiday times, shipping for internationally supplied products may take up to 40+ days. Please note, due to the recent outbreak of COVID-19, major logistics delays can be expected as current volumes are exceeding even the busiest Christmas period, with Australia Post processing close to two million parcels a day. This heavy volume coupled with significantly reduced flights and the impact of social distancing in sorting centres, at customs and in postal facilities has led to delays.

Should you be unsure what is local or not, at any stage before you order feel free to message our friendly customer service team via live chat, email or our contact form for any assistance.

If your order isn't received after 6 weeks, please contact us at info@ourbabynursery.com and we will contact our suppliers and investigate the matter to resolve any potential issues.

Our people continue to work tirelessly under difficult circumstances, so we’re asking everyone to be kind and treat our dedicated customer service staff with the courtesy and respect they deserve. Aggressive and abusive behaviour towards our people will not be tolerated. Thank you for your support and patience.

Q: Why does shipping take so long?

A: Our products are one of a kind and are significantly lower priced than other competitors in the industry. The downside to this is slightly longer shipping times, though we work our hardest to get your order shipped as fast as possible.

Q. What happens if my parcel doesn't arrive, or i lost in transit?

  • Once your order has been despatched from our warehouse, Australia Post is then responsible to ensure that your package arrives to your door safely
  • All of our parcels are tracked but we do not take responsibility for any items lost/damaged in transit 
  • If Safe Drop is applied to your order, we will not be held responsible for any missing packages

Q: Do you ship Internationally?

A: Yes! We ship worldwide to ensure that every customer will enjoy their shopping experience with us.

Q. Will all my items arrive at the same time?

That entirely depends on what you order. If you purchase products from the one specific brand we feature, they will arrive together. If they're from different distributors they'll often arrive separately. 

Q. What if my item is faulty?

We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, we will help resolve the problem as fast as possible. If you receive your item but are unhappy with the purchase, will will not refund the item unless it arrived damaged, deformed or significantly different to what was described or pictured on our website.

Please help us by providing photos showing the defect/fault, which will speed up the returns process. Contact us via email info@ourbabynurserycom, live chat or our contact form. For more information please see our refund policy.

Q. Are all sizes the same?

Due to us sourcing our products from many different suppliers, our sizes may vary slightly as each brand is different. 
The sizing is to be used as a guide only and may differ depending on the size or weight of your baby for their age. We always recommend ordering a slightly larger size for growth, particularly if your baby is larger for their age.

Q: Is your website secure with my personal information?

A: Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will be used one-time only upon purchasing your product. We never store any information about our customers private details.

Q: How do I order on your website?

A: Simply find the product you'd want and click the 'Add To Cart' button or use the "Buy Now Button" Fill in your shipping and billing information and we'll have your order shipped to you as soon as possible.