1. Order Processing

1.1 Processing Times

• Orders are processed on business days only (Monday to Friday, excluding NSW public holidays)
• Orders placed before 12:00pm AEST are generally processed the same business day
• Orders placed after 12:00pm AEST or on weekends/public holidays are processed the next business day
• Processing time is typically 1–3 business days before dispatch

1.2 Order Confirmation

• You will receive an order confirmation email immediately after payment is processed
• A separate shipping confirmation email with tracking information will be sent once your order is dispatched
• Check your spam/junk folder if you do not receive these emails within the expected timeframe

2. Shipping Rates

3. Delivery Timeframes

The following are estimated delivery timeframes after dispatch. These are guides only and not guaranteed — carrier delays, weather events and peak periods may affect delivery times.

*Next business day delivery for express is not guaranteed for all areas. Some regional locations may take 2+ business days even with express shipping.

4. Carriers

We ship via the following carriers depending on your location and the size of your order:

• Australia Post — standard and express parcels Australia-wide
• Sendle — standard parcels to select locations
• Couriers Please / StarTrack — larger or express orders where applicable

The carrier used for your order will be shown in your shipping confirmation email. We reserve the right to select the most appropriate carrier for each order.

5. Order Tracking

• Once your order is dispatched you will receive a shipping confirmation email containing your tracking number and a link to track your parcel
• Tracking information may take up to 24 hours to update after dispatch
• You can also track your order directly at:
  • Australia Post: auspost.com.au/track
  • Sendle: sendle.com/tracking
• If your tracking link shows no updates after 3 business days, contact us at support@mobbly.com.au

6. Delivery Address

• Please ensure your delivery address is complete and correct at checkout — including unit/apartment numbers, business names and any access instructions
• We ship to street addresses, PO Boxes and Parcel Lockers (Australia Post services only)
• We are not responsible for non-delivery caused by an incorrect or incomplete address provided by you
• If a parcel is returned to us due to an incorrect address, we will contact you to arrange re-delivery at your cost, or issue a refund less the original shipping cost
• Address changes after dispatch are not possible — please contact us immediately if you notice an error before dispatch

7. Undeliverable Parcels and Failed Deliveries

• If no one is available to accept a delivery, the carrier will typically leave a card or send a notification to arrange redelivery or collection from a local post office or depot
• Parcels not collected within the carrier's holding period will be returned to us
• If your parcel is returned to us as undeliverable, we will contact you within 2 business days to arrange re-dispatch (at your cost) or issue a refund less the original shipping cost
• If we are unable to contact you within 14 days of the parcel being returned, a store credit will be issued less the shipping cost

8. Lost or Damaged in Transit

8.1 Lost Parcels

• If your parcel has not arrived within 5 business days of the estimated delivery date, contact us at support@mobbly.com.au
• We will lodge an investigation with the carrier on your behalf
• Carrier investigations typically take 5–10 business days to complete
• If the parcel is confirmed lost, we will send a replacement or issue a full refund at your choice

8.2 Damaged in Transit

• If your parcel arrives visibly damaged, photograph the damage to both the packaging and the item before opening if possible
• Contact us at support@mobbly.com.au within 48 hours of delivery with your order number and photos
• We will arrange a replacement or full refund at no cost to you
• Do not discard the damaged packaging — we may ask you to retain it for the carrier claim process

9. Authority to Leave

• By default, our carrier will require a signature upon delivery for orders over $100
• For orders under $100, our carrier may leave the parcel in a safe location at their discretion if no one is home
• If you have specific delivery instructions (e.g. "leave at front door", "deliver to neighbour at No. 4") you can add these in the order notes at checkout
• Mobbly is not responsible for parcels that are lost or stolen after being left at your delivery address as instructed

10. Peak Period Delays

During high-volume periods, processing and delivery times may be extended. These include:

• Christmas and New Year (November–January)
• Black Friday and Cyber Monday sales events
• Easter long weekends
• Any period impacted by carrier industrial action or weather events

We will communicate any known delays on our website and via email where possible. We appreciate your patience during these periods.

11. International Shipping

At this time Mobbly ships to Australian addresses only. We do not currently offer international shipping.

If you are based overseas and would like to purchase from us, please contact us at support@mobbly.com.au to discuss options.

12. Contact Us