Shipping Policy
Shipping Policy
At Cozy Nest Comfort (operated by Hope Heaven Pty Ltd, ABN: 99 671 497 144), we are committed to delivering your order in a timely and reliable manner. Please read this policy carefully before placing your order.
Shipping Destinations
We currently ship to addresses within Australia only. We do not offer international shipping at this time.
Please ensure you provide a valid street address at checkout. Some of our carrier partners are unable to deliver to PO Boxes or Parcel Lockers. We recommend using a home or business street address to avoid any delivery issues.
Shipping Costs
| Order Value | Shipping Cost |
|---|---|
| Orders $49.99 and above | FREE standard shipping |
| Orders below $49.99 | $9.99 flat rate standard shipping |
Shipping costs are calculated on the total order value before any discounts are applied. Shipping costs are non-refundable except where required under the Australian Consumer Law.
Processing Time
Orders are typically processed within 1–3 business days of receiving your order confirmation. Orders placed on weekends, Queensland public holidays, or national public holidays will be processed on the next available business day.
During peak periods (such as sale events or holiday seasons), processing times may be slightly longer. We will communicate any significant delays by email.
Estimated Delivery Times
Delivery timeframes below are estimates only and begin after your order has been dispatched from our supplier's warehouse. They do not include processing time.
| Destination | Estimated Delivery |
|---|---|
| Major cities (Sydney, Melbourne, Brisbane, Perth, Adelaide) | 7–14 business days |
| Regional and rural areas | 10–20 business days |
These timeframes are guides only and are not guaranteed. Actual delivery times may vary due to supplier location, carrier capacity, and customs clearance. We are not liable for delays beyond our reasonable control.
How We Fulfil Orders
We partner with third-party logistics providers (3PLs) including fulfilment partners based in China and international warehouses with Australian distribution capabilities. Your order will be dispatched directly from our supplier's or fulfilment partner's warehouse.
Tracking Your Order
Once your order is dispatched, you will receive a shipping confirmation email containing your tracking number(s). You can use this number to track your delivery on the carrier's website. Please allow up to 48 hours after dispatch for tracking information to become active.
If you have not received a tracking number within 5 business days of placing your order, please contact us at contact@cozynestcomfort.com.
Customs and Import Duties
As products are shipped from overseas suppliers, some orders may be subject to inspection by Australian Border Force or customs authorities. Under Australia's Low Value Threshold (LVT), imports valued at $1,000 AUD or below are generally not subject to import duties, though GST may apply.
For orders above $1,000 AUD, import duties and taxes may apply and are the responsibility of the customer. Cozy Nest Comfort is not responsible for any delays, fees, or charges arising from customs processing.
Authority to Leave
If no one is available to receive your parcel at the time of delivery, the carrier may leave the parcel in a safe location at the delivery address (Authority to Leave) or leave a calling card with instructions for collection or redelivery. Once a parcel is marked as delivered by the carrier, responsibility for the parcel passes to the customer. We are not liable for parcels that go missing after a confirmed delivery has been made.
Undeliverable Parcels
If a parcel is returned to our supplier or fulfilment partner as undeliverable — for example due to an incorrect address, a failed delivery attempt, or the parcel being uncollected — we will contact you by email to arrange redelivery. Please note:
- Any additional redelivery shipping costs will be charged to the customer
- We are not responsible for orders that cannot be delivered due to an incorrect or incomplete address provided at checkout
- If you choose not to have the item redelivered, we may offer a partial refund at our discretion, excluding any shipping costs already incurred
Please double-check your delivery address carefully before completing your order.
Delivery Issues
If your order has not arrived within the estimated delivery timeframe, please contact us at contact@cozynestcomfort.com and we will investigate with our logistics partner. We aim to respond within 2 business days.
We are not responsible for delays caused by:
- Incorrect or incomplete delivery addresses provided at checkout
- Failed delivery attempts or parcels not collected from a carrier depot
- Customs inspections or delays
- Carrier delays or capacity issues outside our control
- Natural disasters, strikes, pandemics, or other force majeure events
- Peak shipping periods (e.g. Christmas, Chinese New Year)
Lost or Damaged Parcels
If your parcel arrives damaged or is confirmed lost by the carrier, please contact us within 7 days of the expected delivery date at contact@cozynestcomfort.com. Please include your order number, a description of the issue, and photos where applicable. We will work with you to arrange a replacement or refund in accordance with our Return & Refund Policy.
Contact Us
- Email: contact@cozynestcomfort.com
- Phone: 0414 340 167
- Postal address: PO Box 267, Taigum QLD 4018, Australia
- Business: Hope Heaven Pty Ltd (ABN: 99 671 497 144) trading as Cozy Nest Comfort
