1. Order Processing Time and Pre-Orders

All our orders are processed and shipped out within 1-3 business days. If your order (or parts of your order) is a pre-order item, your total order will be shipped once the last pre-order item has come back in stock and ready for dispatch.

2. Shipping Address Changes and Return to Sender

1. If you would like to change the shipping address for your order, please contact us by email and include your new shipping address. Once the order is shipped, we are unable to alter the shipping address anymore and we would then recommend you contacting our shipping provider Australia Post for further information. 
2. If the item(s) are returned to Get Rug'd on the basis of incorrect shipping address information provided by the customer or no collection, Get Rug'd reserves the right to charge the customer for the price of the new shipping cost regardless of the order originally being subjected to the $100 AUD free standard shipping threshold.

3. Shipping Methods, Costs, and Delivery Times

We provide free standard shipping Australia-wide for orders over $90 AUD.

Please note that some items purchased in the same order might be sent out separately due to logistical reasons. This means that your order might arrive in separate packages.

The shipping methods and delivery times per region are represented by the following table:

Keep in mind that delivery times are estimates may be impacted by holiday periods, customs, shipping company strikes, natural disasters or delays. Therefore we can't guarantee or accept liability for any deliveries outside this timeframe.

4. Customs Fees & Taxes for International Orders

Please note that international orders may be subject to additional customs fees, duties, and taxes, which are levied once the shipment reaches its destination country. These charges are the responsibility of the customer and are not included in the cost of the product or shipping fees at checkout.

Customs policies vary by country, so we recommend checking with your local customs office or using a customs fee calculator to determine the applicable fees before placing an order. Some useful tools include:

• Wise's Currency & Payment Calculator: Helps estimate currency exchange and potential charges when shipping internationally.

• SimplyDuty's Import Duty Calculator: Provides estimates for customs duties, taxes, and fees for international shipments.

• Easyship's Customs Calculator: Offers detailed information on VAT, import duties, and clearance times, especially useful for shipments to the UK.

• VAT & Import Duties: If you are ordering from the UK or EU, VAT may be applied to your purchase. For other regions, customs duties and taxes may vary, and these are typically due upon delivery.

• Customs Clearance: The time it takes for your order to clear customs may vary depending on your location, and delays may occur during peak times (e.g., holidays).

By placing an order, you acknowledge and accept that any such charges are your responsibility. If you are unsure about potential fees, please contact your local customs office or use one of the calculators mentioned above to better understand the potential charges before making a purchase.

5. Packages Damaged, Lost, or Missing

Shipping costs associated with returns or replacements will be the customer’s responsibility unless the issue is due to our error or Australia Post damage. Please note that we are not liable for any items lost in transit or after being marked as delivered, however, we encourage you to contact us as soon as possible should you experience that your item has not been delivered or appears to be lost in transit. You will also need to lodge an enquiry via the tracking number to let Australia Post know about the issue. 

If the item has been damaged during transit from us to you by Australia Post, we may ask you to return the item to your nearest Australia Post office with a unique warranty code in order for us to process a warranty claim and provide you with the replacement product as quickly as possible. Refer to Australia Post's website for more information.

6. Returns and Refunds

Refer to our Refund Policy for further information.

7. Customer Service

For questions, support or any other issues, please contact us via email at hello@getrugd.com. We're happy to help!