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Delivery and Returns

TULA Baby Carriers


Customer satisfaction is a top priority at Baby Tula. We strive to offer the highest quality products for caregivers and their babies. If you are experiencing difficulty using your Baby Tula product or have questions, please contact us prior to returning so we can assist you by emailing help@babytula-australia.com

SHIPPING

FREE SHIPPING WHEN YOU SPEND OVER $100 in AUSTRALIA

$9 Standard Delivery

We deliver orders Australia wide using Australia Post's e-Parcel system. The postage cost is calculated by weight and is charged at $9 for all orders weighing under 5kgs. Additional postage and handling costs apply for orders over 5kgs. We aim to dispatch your order within 2-4 working days. Standard orders should be received within 10 working days from dispatch.

 

$12.50 Express Delivery

We deliver orders Australia wide using Star Track's Express postage system. The postage cost is calculated by weight and is charged at $12.50 for all orders weighing under 5kgs. Additional postage and handling costs apply for orders over 5kgs. We aim to dispatch your order within 2-4 working days. Express orders should be received within 2-4 working days from dispatch.

 

Delivery to New Zealand

Postage and handling to New Zealand starts from AUD $9 and is via International AirMail which may take up to two weeks. At checkout, once you have entered your shipping address, the shipping cost will be displayed automatically.

 

International Delivery

Postage and handling outside Australia and New Zealand starts from AUD $50.  All customers placing international orders will need to provide further identification. At checkout, once you have entered your shipping address, the shipping cost will be displayed for you to select and confirm. Items over 20kg cannot be shipped internationally. We aim to dispatch your order within 2-4 working days. International orders should be received within 2-4 weeks from dispatch.

 

Delivery Time

Due to the services offered by Australia Post and Star Track Express, unfortunately we are unable to provide the actual delivery time. We make every effort to have the goods delivered between the specified days as listed above (between 8.00am and 5.30pm), and in most cases the goods do arrive in this period, however sometimes (due to unforeseen circumstances) delays do occur and delivery is not guaranteed. We recommend you use a business delivery address where possible as this tends to be easier for Australia Post and StarTrack, and there is generally someone always available to sign for your parcel.

 

Extra Delivery Costs

If there is no one at the delivery address to accept the order a re-delivery charge might apply. This charge varies depending on the size of the item and the distance from the courier base to the delivery address. The courier will leave a calling card to organise another delivery day. If you change the delivery address after the goods have left our warehouse an extra delivery charge will apply.

 

Delivery during busy periods

We offer some very enticing promotions from time to time throughout the year. Please allow an extra few days for delivery during sale periods. If your order is delayed due to a stock shortage, you will be contacted by phone or email. If you wish to cancel your order due to longer than expected delivery times you may do so. Kindly note that sometimes the 'Express Delivery' option might not be available during busy periods to ensure our warehouse can cope with the increase in orders.

GENERAL POLICIES

  • Proof of purchase from Baby Tula is necessary for all returns and exchanges.
  • Any item that has been purchased secondhand will not be accepted for return or exchange.
  • We reserve the right to cancel any order. Any order canceled by Baby Tula will not be shipped and will be fully refunded.
  • Any item that has been used, washed, or altered will not be accepted for any return or exchange, unless the one-year warranty described following applies.
  • We are unable to make any additions to an order once it has been placed or make any alterations to billing and shipping information. Please cancel your order using the instructions listed below, so that you can reorder with the correct details.
  • Our community loves when we include new and exciting releases. Having an ever-changing inventory allows us to make our products special and unique. With this limited nature of availability, we make every effort to avoid oversells or incorrect listings. However, in the event of an oversell, we are unable to offer the same product as a replacement or to offer a right to purchase in future releases.

LIMITED ONE-YEAR WARRANTY

The following products, including Free-to-Grow/ Standard/ Toddler Carriers, Woven Wraps, Ring Slings, Kids Backpacks and Wrap Conversion Carriers have a one-year warranty against manufacturing flaws. In the rare instance in which there is a manufacturing issue or flaw, we will work with you to provide you with a refund or comparable exchange. To complete a warranty claim, the flawed item must be returned to Baby Tula and processed by our team. Our products are handmade and may have slight variations that do not affect their use or safety. Normal wear, fabric fading, minor size differences, common/normal wrap nubs or flaws, and sewing varieties are not considered manufacturing flaws and are not covered under the warranty. We are not responsible for warranty coverage if the product has been altered in any way. The term “altered” is defined as including, without limit, dyeing, painting, embroidery, and fabric additions or removals made after purchase. We are also not responsible for warranty coverage for any item that has been purchased secondhand.


CANCELLATIONS

Orders can only be cancelled within 6 hours of your purchase. No cancellations or changes can be made to orders placed with expedited shipping. Once an order has been sent to the warehouse and in processing it cannot be changed or canceled. If you would like to cancel your order, please follow these instructions as soon as possible. Please note, promotional/sale items are final sale (no returns, exchanges or cancellations). If cancelling a Wrap Conversion Carrier, please note there will be a  cancellation fee.

All cancellation requests must be emailed to help@babytula-australia.com. The subject line of your email should read “Cancel Order #####”. Please include your order number in both the subject line of your email as well as the body of your email. Once your order has been cancelled, we are unable to reactivate that same purchase again, so please be sure to only email a cancellation request if you are sure that you do not wish to proceed with your order.

Once your order has been cancelled, you will receive a confirmation email and your refund will be processed through your original method of payment. Refunds are placed immediately, however, they may take 3 - 5 business days to be processed by your banking institution and returned to your account.

 

RETURNS & EXCHANGES

Any item that has been used, washed, or altered will not be accepted for any return or exchange. Promotional/sale items are final sale (no returns, exchanges or cancellations). Please allow 3-5 business days for your return to be processed.

Canvas Carriers:

Returns and Exchanges within 30 days: You may return all new and unused canvas carriers within 30 days of receipt for a full refund, less the original shipping fee , or exchange the carrier for an in stock print, for the cost of the new shipment . The customer will also be responsible for the shipping cost of returning the item to Baby Tula.

Returns of new unused items after 30 days: A 15% restocking fee will be applied to all returns and exchanges of canvas carriers between 30 and 90 days from the date of receipt, less the original shipping fee. The customer will also be responsible for the shipping cost of returning the item to Tula. No returns will be allowed after 90 days, unless the One-Year Warranty applies.

Ring Slings and Woven Wraps:

You may return a new unused Tula Ring Sling or Woven Wrap within 5 days of receipt for a full refund, less the original shipping fee. Exchanges of Ring Slings and Woven Wraps are only available within 30 days of receipt. The customer will also be responsible for the shipping cost of the return or exchange.

*These products have been handcrafted. Imperfections are an inherent character of this product and should not be considered as flaws.

Wrap Conversion Carriers:

Tula Wrap Conversion Carriers have a instantly fluid feel and beauty that is unique to woven wrap textiles. Our Wrap Conversion Carriers add an elegance to the intuitive design and comfort that is common in all our carrier styles. There are no limits on our Wrap Conversion releases, you are able to purchase more than one Tula Wrap Conversion Carrier in each release. If there are multiple members if your family who love our limited Tula Wrap Conversion Carriers, or you would like an instant collection, you are able to purchase more than one Tula Wrap Conversion Carrier in each release.

You may return a new unused Tula Wrap Conversion in its original packaging within 5 days of receipt for a full refund, less the original shipping fee. The customer will also be responsible for the shipping cost of returning the item to Baby Tula. If the original packaging is not returned with the product or is not in like new condition, an additional packaging fee will be taken from the refund amount.

You may exchange a Tula Wrap Conversion for non-Tula Wrap Conversion products within 5 days of receipt. The customer will be responsible for the shipping cost of returning the Tula Wrap Conversion to Tula, and the cost of having the replacement item(s) shipped to the customer. Tula Wrap Conversions may not be exchanged for another Tula Wrap Conversion, or for an opportunity to purchase a Tula Wrap Conversion at a future stocking.

Please reference our CANCELLATIONS section for our policy on cancelling a Wrap Conversion Carrier order.

*These products have been handcrafted. Imperfections are an inherent character of this product and should not be considered as flaws.

Blankets:

New unused blankets that are purchased through Baby Tula directly may be returned for a full refund less the original cost of shipping, or exchanged for an in stock blanket, for the cost of the new shipment, within 10 days of receipt. The blanket must be returned with its original packaging. The customer is responsible for the cost of returning the blanket to Tula.

Accessories:

You may return all accessories within 5 days of receipt for a full refund, less the original shipping fee or exchange the accessory for an in stock print, for the cost of the new shipment. The customer will also be responsible for the shipping cost of returning the item to Tula. (Accessories include Torbas, Infant Inserts, Replacement Parts, Seat Extenders, Tula Mini).

Backpacks:

Returns and Exchanges within 30 days: You may return all new and unused backpacks within 30 days of receipt for a full refund, less the original shipping fee, or exchange the carrier for an in stock print, for the cost of the new shipment. The customer will also be responsible for the shipping cost of returning the item to Baby Tula.

Returns of new unused items after 30 days: A 15% restocking fee will be applied to all returns and exchanges of backpacks between 30 and 90 days from the date of receipt, less the original shipping fee. The customer will also be responsible for the shipping cost of returning the item to Tula. No returns will be allowed after 90 days, unless the One-Year Warranty applies.

Promotional/Sale Items:

Promotional/sale items are final sale (no returns, exchanges or cancellations - partial or full). Promotions can not be retroactively applied to previous orders.

* Baby Tula's terms and conditions are subject to change.