Shipping policy
Rugabub delivers to the majority of Australia and New Zealand.
We also ship regularly to Singapore, the United Kingdom and Taiwan.
Shipping to the United States is currently unavailable while we work through recent tariff and import regulation changes. We hope to resume shipping to the US as soon as possible.
Shipping for Play Mats starts from approximately $14.99 AUD for the Sydney Metro area. Shipping rates are quoted directly by our courier and may change from time to time due to fuel surcharges and carrier pricing updates.
Shipping costs for regional and interstate areas are calculated automatically at checkout based on your delivery address.
If multiple shipping rates appear at checkout and you're unsure which applies to your location, please contact us.
New Zealand: Flat rate shipping of $38 AUD.
Rugaroo Dolls
Shipping for Rugaroo Dolls starts from approximately $9.99 AUD within Australia and varies depending on the weight, destination and volume of your order.
We currently ship Rugaroo Dolls internationally to selected countries, including New Zealand and the United Kingdom.
We are also working towards resuming shipping to the United States as soon as possible following recent changes to tariffs and import regulations.
Bulky items such as Play Mats, Playground Sets and certain Accessories may attract different shipping rates due to their size.
Pre-Orders & Backorders
Some products may be available for pre-order or backorder. The estimated dispatch timeframe will be displayed on the relevant product page.
If your order contains both in-stock and pre-order/backorder items, your entire order will be held and shipped together once all items are available.
If you would like to receive your in-stock items sooner, we recommend placing separate orders. Additional shipping charges may apply.
Please note that pre-order dispatch dates are estimates only and may change due to manufacturing, freight, customs or other circumstances outside Rugabub's reasonable control.
International Orders
International shipping charges do not include tariffs, customs duties, taxes, VAT, GST, brokerage fees or any other import charges imposed by the destination country.
These charges are the responsibility of the recipient and, where applicable, are payable directly to your local customs authority or shipping carrier.
We recommend checking with your local customs office before placing your order to understand any applicable import charges.
If an international parcel is refused by the recipient or returned due to unpaid customs charges, all return shipping, customs fees and associated carrier charges will be the responsibility of the customer and may be deducted from any applicable refund.
Tracking & Returned Parcels
It is the customer's responsibility to regularly monitor the tracking information sent via email.
Customers are responsible for ensuring the shipping address provided at checkout is complete and accurate.
If a parcel is Returned to Sender due to an incorrect address, unsuccessful delivery attempts, failure to collect the parcel, or any other reason outside Rugabub's control, all shipping costs associated with the return and any re-shipment will be the responsibility of the customer.
Our Shipping Commitment
Rugabub has spent months sourcing the right shipping providers because we know shipping large and bulky products can be expensive. Our Play Mats are classified as oversized freight, similar to shipping a large piece of furniture.
Our goal has always been to provide the most affordable and efficient shipping possible based on your location, and we continue to subsidise a significant portion of the shipping costs wherever possible.
Shipping rates have recently increased by approximately 7.8%–20%, along with ongoing fuel surcharges and an additional $15 length surcharge per box imposed by our carriers.
Despite these increases, we have not increased the price of our Play Mats in over three years because we remain committed to keeping them as affordable as possible for families.
Delivery Areas
Our courier network services the majority of Australian addresses.
Unfortunately, some regional or remote locations fall outside our couriers' delivery network. If your address is not serviced, our website will notify you during checkout.
If shipping is unavailable for your location, please contact us at hello@rugabub.com.au. We will happily obtain a quote from an alternative freight provider where possible.
In some rural or remote areas, parcels may be delivered to a designated collection point if doorstep delivery is unavailable through the local courier.
Delivery Requirements
A signature is required upon delivery unless you specifically request Authority to Leave by adding a note during checkout.
Where Authority to Leave has been authorised by the customer, Rugabub and its shipping partners cannot accept responsibility for parcels that are subsequently lost, stolen or damaged after delivery.
Due to the size of our parcels, we cannot deliver bulky items such as Play Mats to PO Boxes or Private Bags.
Delivery Timeframes
Australia (Metro)
- 1–7 business days
Order Processing
- Please allow an additional 2 business days for processing before dispatch.
Regional Australia, Rural Areas, Northern Territory, Western Australia & New Zealand
- 8–14 business days
Delivery timeframes are estimates only and are not guaranteed.
Delays may occur during public holidays, promotional events, peak sale periods, customs clearance, severe weather, natural disasters (including floods and bushfires), industrial action, carrier disruptions or other circumstances beyond Rugabub's reasonable control.
Risk & Title
Risk in the goods passes to the customer upon delivery, or where Authority to Leave has been requested, once the parcel has been delivered to the nominated address.
Australian Consumer Law
Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable consumer protection legislation.
