Delivery & Pickup Information

How Much Is Delivery?

Express Delivery is calculated based on the distance from our Distribution Centre. Standard Delivery is calculated based on the location zone, and the weight of the item. For some items, and location, express may be cheaper and the better option.

We may offer Free Shipping for certain items.

or Multiple Items, freight is calculated through weight, which will be shown during check-out.
*Next Business Day Delivery is a flat rate service, get more value with bigger orders!

Why Is Express Delivery Cheaper Than Standard Delivery?

Express Delivery is calculated based on the distance from our Distribution Centre.
Standard Delivery is calculated based on the location zone, and the cubic weight of the item.

Depending on the product you choose and delivery location, express may be cheaper and better option.

How Do I Know When Delivery Will Arrive?

For all standard deliveries, once your item has been shipped out to the courier, we’ll send you a detailed email outlining which courier was used, as well as the tracking number.

You can simply click on the “Track Order” button to see the status.

For Australia Post or other Standard delivery couriers, we advise to track the order online and it will advise you throughout the stages of delivery. The status should change in the morning, and if it does say "ON FOR DELIVERY", you should expect to see the item delivered on that day.For Bluestar Logistics or any Bulky item couriers, they will most likely provide you with a call prior to delivery to schedule in a delivery day. Big and Bulky items will require assistance in unloading.

For all express deliveries, our team will call prior to delivery to schedule in the appropriate delivery date, and a 6-hour time window.

For Melbourne Metro, the express delivery service can be booked in so that the courier departs our Melbourne DC at the earliest of 9:30am, or latest at 1:30pm. This means deliveries booked at 1:30pm can extend up to 7:30pm with the 6-hour timeframe*.

*The 6 hour window is indicative only. Not guaranteed. Delays outside our control can occur.

For Sydney Metro, the earliest that our courier departs the Sydney DC is the earliest of 9:00am, or at the latest at 12:00pm.

What If No One Is Home To Accept?

We highly recommend placing your best contact number during the order process, in case where our courier needs to notify & schedule in a delivery day.

For Standard deliveries, orders involving big and bulky items, such as a cubby house, confirmation must be obtained via a phone call, or the carrier may not deliver and will halt until confirmation is received.

If the courier pre-arranges & confirms with a certain delivery day, and arrives with the customer’s goods with no-one at premises to accept the delivery, then a fee will be charged if re-delivery service is requested.

If you have added special instructions: If no one is home, leave package(s) at premises unattended, the courier will leave your package at the front entrance or at a suitable safe location. We only recommend choosing this option if you have a safe drop off location, and packages can be hidden from public view. By selecting this option, you assume full responsibility for the delivery as soon as the packages are dropped off at your address by our delivery partner.

For small to mid-sized items, our couriers most likely will not contact you prior to delivery as they try to push out quick deliveries. In this instance, if no-one is at the delivery address to accept delivery, a card will be left by the courier at the premises with instructions on depot/post-office collection or re-scheduling the delivery. If the “We missed you” delivery card presents a re-delivery option, re-scheduling will not incur any further charges to you.

For Express Deliveries, after your order has been processed, on dispatch day, our dispatch team will call to confirm a delivery day & time frame. If confirmation is not obtained, our team will call again on another day to seek confirmation, and will halt the delivery until confirmation is received.

If you have selected Express Delivery expecting delivery on the next day, be sure to keep your phone ready to answer any calls. Our team will not send out any express orders without your confirmation.

For Big And Bulky Items, Do I Need To Help The Courier?

Our standard or express deliveries will come with a one-person driver who is able to unload big & bulky items with the help of another person. Our items are mainly packaged in smaller cartons, so in most cases, no lifting is involved, but simple unloading onto the floor where they may have a hand-trolley or device make things easy.

For extremely big items, such as the Warrigal Cubby House, we advise planning ahead for assistance.
Both standard and express delivery pricing is based on a one-person driver only.

If assistance cannot be provided to the driver, we recommend contacting us on 1300 310 495 or email to info@lifespankids.com.au before placing the order to see if we can offer any alternative solutions.

Can The Couriers Deliver My Big And Bulky Item Upstairs To My Entrance?

For areas outside of Sydney Metro and Melbourne Metro, our courier is only able to provide a standard delivery, which consists of a one person driver. If you reside in an apartment, unit or anything similar that has an above ground floor entrance, the courier will only be able to deliver to a ground floor location with your assistance.

For Sydney Metro and Melbourne Metro areas, we can source two-man delivery teams who can bring big and bulky items upstairs. Contact us for a delivery quote on 1300 310 495 or email through to info@lifespankids.com.au.

My Delivery Is Late. What Can I Do?

Our carriers will always try to deliver within our estimated delivery times, but late deliveries can happen. We set monthly targets to ensure that our couriers deliver on-time, 97% of the time. If your delivery is late, please use our Delivery Enquiry form. Our team will be able to chase-up our couriers and keep you updated throughout the process.

I Received Less Cartons Or Items Than I Should Have.

In the rare instance that short deliveries occur, we recommend to check all of the cartons on the shipping docket to ensure that they match up with the cartons you’re receiving. We highly recommend to accept the delivery, mark on the shipping docket that it is delivered short and notify us via 1300 310 495 or email info@lifespankids.com.au of this occurrence. Short deliveries do not necessarily mean items are lost, as some couriers tend to push out deliveries as quick as possible, especially during the busy Christmas or shopping seasons.

What Do I Do If My Delivery Arrives Damaged?

Our couriers handle with care, and our packaging includes lots of materials and Styrofoam to prevent any handling or transit damage. If your carton arrives damaged, we highly recommend to accept the delivery, mark on the shipping docket that the carton has been damaged by crossing out “delivered in good condition”, and notify us via 1300 310 495 or email info@lifespankids.com.au of this occurrence.

Damage to the packaging may not necessarily mean your item has been damaged. We recommend to accept the delivery, inspect the product and notify us of any damages, with a description of the damage and photos attached so we can organise a repair, parts replacement or replacement for the depending on the issue.

Can I Receive My Delivery During The Weekend Of After Business Hours?

For standard deliveries – Our courier does not deliver on the weekend or after business hours, only on weekdays between 9am to 5pm.

For express deliveries – The normal delivery service can be booked in so that the courier departs our Melbourne DC at the earliest of 9:00am, or latest at 3:30pm. This means deliveries booked at 3:30pm can extend up to 7:30pm with the 6-hour timeframe*.

*The 6 hour window is indicative only. Not guaranteed. Delays outside our control can occur.

For Sydney Metro, the earliest that our courier departs the Sydney DC is the earliest of 9:00am, or at the latest at 12:00pm.

Our express couriers can deliver on a Saturday, but will charge a overtime/weekend rate which may be double or 2.5x the regular price. If you circumstances only limit you to weekend/after-hours deliveries, please contact us for a quote.

Can I Change My Address After It Has Been Shipped Out?

If the order has been shipped out, we can no longer alter the address or make any changes to your order.
While in the hands of the courier, changing addresses will incur a redirection fee, as our couriers will need to re-label and alter their system to reflect the changes.