Some Frequently Asked Questions…
Whether you have a question about how to order your products online or wondering when you can expect your order, we hope you’ll find the answer you are looking for here! If not, please reach out to us at [email protected]
Here at BetterSnoozeHQ, we are doing everything we can to keep supplying the Australian market and we wanted to you updated on our situation here at. We are doing all we can to keep our team and their families safe. Those who can are all working remotely, whilst our warehouse team and partners are keeping up the highest hygiene standards..
With regards to supply, we are still open for business, and will remain so for as long as we can. However , due to the ever changing global climate and the effect on supply chains, we are experiencing some difficulty in getting our usual stock and levels.
We are doing our best to keep the website updated of our stock levels and we promise to let you know if there is any change or delay in orders placed.
We also wanted to pass on that although Australia Post and other Courier services that we use are all still operating, we have been experiencing some delays with delivery times as they are busier than ever with fewer freight options. They continue to work incredibly hard, and we are grateful for their dediction.
Thank you for your patience during this time, and we will keep you updated about your orders. Stay safe!
The team at BetterSnoozeHQ
Absolutely not! Purchase one or as many of our pop up tents as you need.
Using Paypal you are able to pay directly for your PayPal account which you be promoted to log into once you have selected PayPal at the checkout. Alternatively, you can also use Stripe system to pay via a credit or debit card (VISA, Mastercard, AMEX), without needing a specific Paypal Account.
We are also proud to announce that BetterSnooze HQ has partnered with AfterPay so you can “Shop Now, Enjoy Now, Pay Later.” Selecting AfterPay at the checkout, you will be able to get your hands on your order and then pay it off in four equal installments, interest free. CLICK HERE TO SHOP NOW!
We, BetterSnoozeHQ, as the merchant, do not have access to your payment information at all. All of our payments and billing etc are smoothly taken care of by Paypal, Stripe, or AfterPay, all highly regarded and trusted companies for buying and selling of products and services. Each have their own layers of security, encryption and protection so you can feel safe in shopping with us. For more information, please see their respective websites.
Once an order has been placed in our system, we have only a very small window of time to change or cancel the order, including change of address.
If there is a change that needs to be made, such as a change in product/colour/accessories or shipping address, please contact us immediately via [email protected] and we will endeavour to organise this for you up until the point that the order has been picked and packed by us or our partner supplies.
Once parcel has made its way into the hands of our courier, we are unable to make any more changes, including change of address.
If we cannot cancel an item of the order, you are welcome to return it according to our RETURNS POLICY.
All orders that have been placed successfully and are making their way through our picking and packing stages will be accompanied by an order confirmation directly via email. This should arrive in your inbox within 1 hour of purchase, but can sometimes land in your junk/spam folder so if it hasn’t arrived, don’t forget to look there!
If you are still not sure if your order was successful, please check with your financial institution or by looking inside your PayPal or AfterPay account, as appropriate.
Yes, we ship worldwide on most products, unless noted otherwise on the product page of a particular product.
As soon as your order has been placed and payment has been received, a chain of event is set in notion to package your order.
Orders can take between 13-49 business days for our internationally supplied products, although most of the time they arrive earlier. We use that time frame to take into consideration any potential delays during transit or from customs, which are unfortunately out of our control.
This is excluding our Australian supplied products that typically ship in just 3-9 business days for most brands.
During peak holiday times, shipping for internationally supplied products may take up to 59 business days. Please note, due to the recent outbreak of COVID-19, major logistics delays can be expected as current volumes are exceeding even the busiest Christmas period, with Australia Post processing close to two million parcels a day. This heavy volume coupled with significantly reduced flights and the impact of social distancing in sorting centres, at customs and in postal facilities has led to delays.
If your order isn’t received after 7 weeks, please contact us at [email protected] and we will contact our suppliers and investigate the matter to resolve any potential issues.
Our team continue to work tirelessly under difficult circumstances, so we’re asking everyone to be kind and treat our dedicated customer service staff with the courtesy and respect. Thank you for your support and patience.
Yes and No. Depending on where the products are packaged and shipped from, they may come together or separately.
We do our absolute best to ensure all of our customers have a fantastic experience shopping with us and we have a very good track record so far.
Occasionally though, we know that things can crop up. If you have an issue, whether it be related to shipping/delivery, or specific to the item you have purchased, please don’t hesitate to contact us via [email protected] and we will work with you to get the issues sorted ASAP, whatever it may be!
We love hearing from our happy customers and we get very excited about sharing positive feedback with our team. We’d love for you to leave a review. Sharing your experience will help other shoppers decide whether our products is right for them.