HipKids Dispatch & Delivery Guidelines 

HipKids dispatch orders from our warehouses In Melbourne within 1-3 business days (in non-peak trading times).

Most HipKids orders are shipped with Australia Post.

We do not offer an Express Post option. 

Oversized orders for beds, mattresses, cubbies and other selected items (HipKids Learning Tower) will be shipped with a courier service to ensure these special items are delivered safely and efficiently.

For any other order queries, please email hello@hipkids.com.au or use the Chat platform on our website.

Australia Post Delivery Guidelines – Non-Peak Trading times

Once orders have been dispatched from our warehouses, they are sent with Australia Post. 

If your order has multiple cartons, these may be delivered separately. Please check your Aust Post tracking number to see how many cartons to expect.

For normal orders – excluding beds, mattresses, cubbies, and personalised products, please refer to these estimated Australia Post delivery timeframes:

• MELBOURNE METRO: 2 - 5 business days 
• VICTORIA other regional cities and towns: 3 - 7 business days
• METRO SYDNEY: 3 - 7 business days
• NSW & ACT: 4 – 8 business days
• QLD:  4 - 10 business days
• SA: 4 – 8 business days
• TAS: 4 – 8 business days
• NT: 4 – 8 business days
• WA: 7-14 business days

Please note – these are Australia Post guidelines only.

This may be subject to change based on unforeseen circumstances ie: extreme weather, Aust Post driver availability etc. 

Estimated Dispatch & Delivery times will be updated for peak trading times ie: Christmas and Sale periods. 

HipKids does not offer refunds on shipping costs if the Australia Post delivery of your order is delayed.

Click & Collect - Surrey Hills store

Click & Collect is now available from our store in Surrey Hills, Melbourne.

Orders can be collected in business hours from our store in Surrey Hills

597 Canterbury Road, Surrey Hills 3127

Each product page will let you know if the product is available to be ordered and collect at our Surrey Hills store.

Add the items to your cart and in the Checkout, add in your shipping details. You should then be able to select 'Pick up at Surrey Hills' if this option is available on your products.

Your order should be ready to collect within 24-48 hours.

You will receive a text message letting you know when your order is ready to collect.

Please note: Click and Collect orders need to be collected within 7 days once they are ready to collect. If the order is not collected in that timeframe, it may be cancelled and refunded.

 Please note:

• Oversize items are not available for Click & Collect
• Personalised products may take up to a week to be ready for collection
• If Click & Collect orders are not collected within 7 days of the Ready To Collect notification, they may be cancelled and refunded.

Australia Post Tracking Information

When your order has been shipped, you will receive an Australia Post tracking number.

Please check your emails (including your spam folder) for this information.

If you have ordered multiple items, these may be sent from different warehouses.

Your order may have multiple fulfillments:

• You may receive multiple tracking numbers if items have been sent from different warehouses.
• Your order may be partially delivered By Australia Post. Other items in your order are most likely in transit if you have not received them all together.
• You may need to check the drop-down menu details on the Aust Post tracking page to see the tracking information per item in your order.

Australia Post Delivery Notes:

• Australia Post may not request a signature on delivery to limit contact in all delivery situations.  
• Australia Post has Authority to Leave (ATL) if it is safe & secure to do so.
• Australia Post may deem it necessary to deliver your order to the nearest Post Office or collection depot – this may be for the safety and security of your order.
• If you would like to change your delivery conditions, please log into your Australia Post account and you may be able to do so.
• To keep yourself informed of your delivery, check your Australia Post Tracking number and subscribe to their notification service. We recommend the Australia Post My Post App to keep up to date on your order.

• Australia Post delivery times are an estimate only and are beyond the control of HipKids once orders have left our warehouses.
• HipKids does not offer refunds on shipping costs if the Australia Post delivery of your order is delayed.

Pre-Orders

Pre-Order product orders will dispatch from the HipKids warehouse as a priority once the overseas containers have been processed by our warehouse teams.

Pre-Order arrival dates listed on the website are an estimate only.

There may be supplier or customs related delays. HipKids will notify you if your order is affected.

Customers will be notified by email if the warehouse arrival date significantly changes.

Mustard Made & Boori

Orders for Mustard Made and Boori products are shipped directly from the supplier.

Order Track & Manage

You can follow up on the status of your HipKids order by using the Track & Manage function in the Chat platform on the HipKids website. 

Click on the blue Chat button in the bottom righthand corner of any HipKids website page. Add in your email or phone number you used when placing your order. You will be issued with a unique verification code. Enter this code to learn more about your order.

Beds, Cubbies and oversized items

HipKids has preferred courier services to deliver beds, mattresses, cubbies and other oversized items like our HipKids Learning Tower around Australia.

Delivery times will depend on individual courier services and customer location.

As well as being oversized, most items also have multiple, heavy cartons.

Oversize items are not available for Click & Collect

Please allow approximately up to 3-4 weeks from the date of dispatch from our Melbourne warehouses.

Melbourne Metro delivery times are approximately 1-2 weeks.

If your order contains multiple cartons, these may get separated during sorting at  the large courier depots and may be delivered separately.

Courier services may need assistance at the delivery address to assist with unloading large product cartons.

Our courier partners have Authority To Leave (ATL) in a safe and secure place if you are not available to accept the delivery.

If this is not possible, they will leave a card for you to arrange a re-delivery time.

Couriers will deliver to your front door only and will not enter your premises or deliver to upstairs/downstairs locations. 

HipKids does not offer refunds on shipping costs if the courier delivery of your order is delayed.

Please contact our Dispatch Team if you have a unique delivery address/location on hello@hipkids.com.au or call 1300 819 070.

Checking your delivery:

HipKids requests customers to check the delivered cartons and products as soon as you receive the delivery so we can assist with any transit issues.

Courier Tracking Information

Customers will be emailed courier tracking details (please check your spam folder).

Tracking history will be available once the order has been scanned at the courier depot.

Courier delivery times may depend on driver availability in some locations.

Please contact us if you would like to make any special requests and we will do our best to try to accommodate them.

Personalisation Products: Name Sticker and Embroidery

Our personalisation products are completed at our Surrey Hills office once per week.

Name Stickers:

Name Stickers are sent separately from the ordered product.

They are sent surface mail with Australia Post so please look out for a HipKids white envelope in your mailbox. Instructions are included.

Note: Due to recent changes in April 2024 made by the Australian Government in conjunction with Australia Post, surface mail delivery times have changed.

Please allow up to 14-21 days from the order date for delivery – this is an estimate and depends on Australia Post local area delivery times.

Click & Collect orders may take up to a week to be ready for collection.

Embroidery:

You will receive tracking details when your order has been dispatched.

Please allow up to 2 weeks for dispatch.

Click & Collect orders may take up to a week to be ready for collection.

International Shipping

HipKids currently only ships to Australian addresses.

International customers are able to place an order on the HipKids website and have it shipped to an Australian address.