Shipping policy

Last updated: 10 August 2026

This Shipping Policy explains how Nuzzle & Nap processes, dispatches and delivers orders placed directly through our online store.

We currently ship to:

  • Australia

  • Canada

  • New Zealand

  • United Kingdom

  • United States

Business Details

Business name: Nuzzle & Nap
ABN: 65 985 952 594
Address: 8 Bateman Street, Mosman Park WA 6012, Australia

1. Free Shipping

Standard shipping is free for all products and destinations currently available at checkout.

We do not currently offer:

  • paid express shipping;

  • local delivery;

  • local pickup; or

  • in-person collection.

If additional shipping options are introduced in the future, the available options and any associated charges will be displayed at checkout before you complete your purchase.

2. Processing Time

Orders are normally processed within 1–2 business days after payment has been successfully accepted.

Business days are generally Monday to Friday, excluding applicable public holidays.

Orders placed on weekends or public holidays will generally begin processing on the next business day.

Processing time is separate from the estimated delivery timeframe.

Additional processing time may occasionally be required where:

  • payment verification is required;

  • we need to confirm your delivery address;

  • an item becomes unexpectedly unavailable;

  • an order requires additional review; or

  • circumstances outside our reasonable control affect fulfilment.

Public holidays or other disruptions in the country from which an order is fulfilled may also affect processing times.

If a significant delay or stock issue affects your order, we will contact you using the contact information provided at checkout.

3. Estimated Delivery Time

Our current estimated standard delivery timeframe is:

6–15 business days after processing and dispatch

This applies to both Australian and international orders unless a different estimate is displayed at checkout.

With our usual 1–2 business day processing time, most orders are therefore expected to take approximately 7–17 business days from the date the order begins processing, although actual delivery times may vary.

Delivery estimates are estimates rather than guaranteed delivery dates unless we expressly state otherwise.

Delivery may be affected by circumstances including:

  • customs or border processing;

  • carrier delays or disruptions;

  • severe weather;

  • peak shopping periods;

  • public holidays;

  • remote or regional destinations;

  • incorrect or incomplete delivery information; and

  • other events outside our reasonable control.

If we become aware of a material delay affecting your order, we will take reasonable steps to provide you with updated information.

Nothing in this Shipping Policy limits any mandatory rights or remedies you may have where products are not supplied within an agreed or reasonable timeframe under applicable consumer law.

4. Dispatch Origin and Fulfilment

Nuzzle & Nap is an Australian business based in Western Australia.

Some products may be dispatched directly from overseas suppliers and third-party fulfilment partners in China.

This means that an order placed through Nuzzle & Nap may be shipped to you directly from an overseas fulfilment location rather than from our Western Australian business address.

Regardless of where your order is dispatched from, Nuzzle & Nap remains your point of contact for your purchase.

If you have a question or problem with your order, please contact us directly. You do not need to contact an overseas supplier or fulfilment partner.

5. Order Tracking

Where tracking is available, tracking information will normally be sent to the email address provided at checkout after your parcel has been dispatched and tracking information becomes available.

Tracking information may take some time after the shipping confirmation is issued to begin showing movement or carrier scans.

If your tracking information:

  • has not updated for an extended period;

  • indicates an unexpected problem; or

  • shows that the estimated delivery timeframe has passed,

please contact us at team@nuzzleandnap.shop with your order number.

We will investigate the shipment with the relevant carrier, supplier or fulfilment partner where appropriate.

If a parcel is confirmed to be lost, we will provide an appropriate remedy in accordance with applicable consumer law and our Returns and Refunds Policy. Depending on the circumstances, this may include a replacement or refund.

6. Split Shipments

Some orders may be delivered in more than one parcel.

This may happen where:

  • products are fulfilled from different locations;

  • products become ready for dispatch at different times; or

  • different carriers are used.

As a result, products from the same order may arrive on different dates and may have separate tracking numbers.

You will not be charged additional shipping fees simply because we choose to fulfil your order using multiple parcels.

7. Delivery Addresses

Please provide a complete and accurate delivery address when placing your order.

This includes, where applicable:

  • recipient name;

  • street address;

  • apartment or unit number;

  • suburb or city;

  • state, province or region;

  • postcode or ZIP code; and

  • country.

You are responsible for checking your delivery information before completing your order.

Address Changes

If you need to change your delivery address, contact us at team@nuzzleandnap.shop as soon as possible and include your order number and the correct address.

We will make reasonable efforts to update the address where possible.

However, an address change cannot be guaranteed once processing or fulfilment has begun.

If an order has already been dispatched, we may not be able to change or redirect the delivery address.

8. PO Boxes, Parcel Lockers and Remote Locations

Delivery to:

  • PO boxes;

  • parcel lockers;

  • military addresses;

  • remote locations; and

  • certain restricted destinations

depends on the carrier and destination.

If the carrier or fulfilment provider cannot deliver to the address supplied, we may contact you to request an alternative delivery address.

If a suitable address cannot be provided, we may cancel the affected order or product and refund the amount paid for it.

9. Incorrect Addresses, Refused Deliveries and Uncollected Parcels

If a parcel cannot be delivered because:

  • an incorrect or incomplete address was supplied by the customer;

  • the customer refused delivery without a legal basis for doing so; or

  • the parcel was not collected within the carrier's collection period,

the parcel may be returned to the sender or fulfilment provider.

Where the delivery failure was caused by information or circumstances within the customer's control, we may require payment of reasonable additional shipping costs before the order is sent again, to the extent permitted by applicable law.

This does not apply where the delivery problem was caused by Nuzzle & Nap, our supplier, fulfilment provider or carrier, or where applicable consumer law requires us to provide a different remedy.

Please contact us before taking any action if there is a problem with delivery.

10. Customs, Duties and Import Charges

Because some products are dispatched internationally, an order may be subject to customs procedures in the destination country.

Depending on the destination, order value, type of product and applicable law, an order may be subject to:

  • import duties;

  • customs charges;

  • import taxes;

  • carrier brokerage or clearance fees; or

  • similar government or carrier charges.

Taxes or charges that we collect directly through checkout will be shown as part of your order where applicable.

If an import charge is not expressly collected by us at checkout, the destination country's authorities, carrier or another authorised party may collect it separately where applicable.

Nuzzle & Nap does not control charges imposed directly by customs authorities, governments or independent carriers and cannot guarantee the amount of such charges in advance.

Customers should comply with applicable import requirements in their destination country.

We will not ask a carrier, supplier or fulfilment provider to falsely describe, undervalue or otherwise misrepresent an order for customs purposes.

Nothing in this section transfers to the customer any tax, duty or charge that applicable law requires Nuzzle & Nap to pay.

11. Customs Delays

International orders may occasionally be delayed while being processed by customs or border authorities.

Customs processing times are outside our direct control.

If tracking indicates that your parcel is being held or processed by customs, additional information or action may occasionally be required from you or the carrier before delivery can continue.

Please contact us if you need assistance with an order that appears to be significantly delayed in customs.

12. Tracking Shows Delivered but Parcel Is Missing

If tracking shows that your parcel has been delivered but you cannot locate it, please first check:

  • the delivery address on your order;

  • around the delivery location;

  • any safe or concealed delivery areas;

  • with household members;

  • with neighbours where appropriate;

  • your building reception or mailroom, if applicable; and

  • any delivery notice or information supplied by the carrier.

You may also contact the carrier to obtain additional delivery information.

If you still cannot locate the parcel, please contact team@nuzzleandnap.shop promptly and provide your order number.

We will investigate the delivery where reasonably possible.

Tracking showing a parcel as delivered does not automatically prevent you from raising a legitimate delivery claim with Nuzzle & Nap.

Any remedy will depend on the circumstances and the consumer law that applies to your order.

13. Lost Parcels

If your parcel has not arrived and the estimated delivery timeframe has passed, contact us at team@nuzzleandnap.shop.

Please include:

  • your order number;

  • your name; and

  • any relevant tracking information.

We may investigate with the carrier, supplier or fulfilment provider before determining whether a parcel is delayed or lost.

If a parcel is confirmed lost, we will provide the remedy required by applicable consumer law, which may include a replacement or refund depending on the circumstances.

You are not required to resolve a lost-order issue directly with an overseas supplier or fulfilment partner.

14. Damage in Transit or Incorrect Products

If your order arrives damaged or you receive an incorrect product, please contact us as soon as possible at:

team@nuzzleandnap.shop

Please provide where reasonably possible:

  • your order number;

  • a description of the issue;

  • clear photographs or video of the product;

  • photographs of the packaging; and

  • a photograph of the shipping label.

For delivery damage or an incorrect item, we ask that you contact us within 7 days of delivery where possible so that we can investigate promptly.

This requested timeframe does not remove or shorten any rights you may have under applicable consumer law.

Please refer to our Returns and Refunds Policy for further information about faulty, damaged or incorrect products and the remedies that may be available.

15. Delivery Delays

If your estimated delivery timeframe has passed and your order has not arrived, please contact us before assuming that the parcel has been lost.

We will take reasonable steps to investigate the shipment and provide available information about its status.

If we are unable to supply your order within the timeframe required by applicable law, any applicable rights or remedies you have under consumer law will continue to apply.

16. Returns Are Not Sent to Our Business Address

Do not send product returns to our public business and contact address unless we specifically authorise you to do so.

Our business address is not our general product-return facility.

Some products are fulfilled through overseas suppliers and third-party fulfilment partners, and returns may need to be sent to a specific authorised location.

Before returning any product:

  1. Contact team@nuzzleandnap.shop.

  2. Provide your order number and the reason for the return.

  3. Wait for written return approval and instructions.

  4. Use only the authorised return address we provide.

Sending a product to an unauthorised address may delay or misdirect the return.

Please review our Returns and Refunds Policy before sending any product.

17. Contact Us

For questions about processing, shipping, tracking or delivery, please contact Nuzzle & Nap:

Business name: Nuzzle & Nap
ABN: 65 985 952 594
Email: team@nuzzleandnap.shop
Phone: +61 499 053 358
Address: 8 Bateman Street, Mosman Park WA 6012, Australia

Support hours: Monday to Friday, 9:00 am to 5:00 pm AWST, excluding Western Australian public holidays.

We aim to respond to enquiries within 2 business days.

For questions about an existing order, please include your order number so that we can assist you efficiently.

Important: The address above is our general business and contact address. It is not a product return address unless we specifically provide written confirmation that it is the authorised return address for your return.