FAQs

Orders

Can I modify or cancel my order after submission?

If your order hasn’t been processed or dispatched, we can cancel or modify it. For such requests, email us at customercare@babiesmart.com.au.

How can I check my order status?

Once your order is placed, a confirmation email will be sent to you. Remember, orders are dispatched only after your credit card payment has been approved and all addresses verified. If you're a registered user, you can also check your order status under “My Account”, and the shipment can be tracked here - Track My Order

If you made a "guest checkout" then you should receive an email with your order details these are automated emails generated by the system, if you do not have the email please check your junk/spam/promotion folder.

How can I track my order?

Monitor your order's progress here - Track My Order

How do I return an item?

Please reach out to one of our customer success champions at customercare@babiesmart.com.au they will provide you with further return instructions.

I didn’t receive an order confirmation email. Why?

Our system automatically sends out confirmation emails. If you haven't received one, please check your promotions, spam, or junk folders. For those not subscribed to our email list, our system may not send order-related details, adhering to Australian privacy standards. Ensure you're subscribed to avoid missing vital updates.

I placed an order few days ago. Why hasn't it been dispatched, and when will I receive my item?

If your order has not been dispatched within the usual timeframe, it's possible you purchased a pre-order item.

A pre-order is a special type of purchase for items that are not yet in stock but will become available at a future date.

To confirm whether your purchase was a pre-order, please refer back to the product page from which you made the purchase. If the button said "Pre-Order" instead of "Add to Cart", and there was an Estimated Time of Arrival (ETA) mentioned, then you've placed a pre-order, and the ETA dispatch details would be visible on the product page.

What does it mean when I place a pre-order, and how does it work?

When you place a pre-order, you're reserving an item that is not currently in stock but is expected to be available at a later date, as indicated by the ETA on the product page. This allows you to secure popular or limited-stock items in advance.

Once the item becomes available, we'll dispatch it based on the provided ETA. The email confirmations and "My Account" section will treat both pre-orders and regular orders similarly. We understand the anticipation that comes with pre-ordering a product and appreciate your patience. If your item has surpassed the given ETA and you haven't received a dispatch notification, please contact our customer support for updates at customercare@babiesmart.com.au.

My tracking says delivered, but I haven’t received my order. What should I do?

If tracking indicates delivery but you haven't received your package, first check with your local post office, neighbours, or around your property, and in the meantime please reach out to us at customercare@babiesmart.com.au we will reach out to our couriers partners to get further details and initiate an investigation to ensure you receive the goods.

What if I received the wrong item?

If an incorrect item was delivered to you, you qualify for a full refund, including shipping costs. For more information, see our Returns & Refunds policy and reach out to one of our customer success champions at customercare@babiesmart.com.au

What if my order arrives damaged?

If your item is damaged upon arrival or during transit, you're entitled to a full refund.

Visit our Returns & Refunds policy for details, and reach out to one of our customer success champions at customercare@babiesmart.com.au

Shipping & Delivery

How do I update my shipping address?

You can modify your shipping address in your account. If you need to adjust the address for an existing order, contact us immediately. Note that once dispatched, we can't alter the shipping address.

How long does it take for me to receive my order?

It usually takes about 2 - 7 business days depending on the location. Please check our Shipping Policy.

If an order has been placed, it can be tracked here: Track My Order.

What should I do if I receive a failed delivery attempt notification?

Please contact the respective courier company or your local post office depending on the courier company if they can arrange a redelivery or collection. It's the same process on our end as well and we apologise for any inconvenience.

Which countries do you deliver to?

While we're based in Australia and it remains our primary market, we also provide international delivery to Oceania and other global locations, and all dispatches are made from our Melbourne, Australian Warehouse.

Currently, we ship to:

  • New Zealand (Duty-Free)
  • Cook Islands
  • French Polynesia
  • New Caledonia
  • Papua New Guinea
  • Vanuatu
  • Solomon Islands
  • United Kingdom
  • United States

You can view more information here: International Deliveries

Customer Service

Are there any promotions or discount codes?

Stay updated with our latest promotions and discount codes by subscribing to our newsletter or following us on social media platforms like Instagram and Facebook, we often posts specials and weekly discounts through our emails and social media.

Do you store my credit card information?

No. We prioritise your security. All transactions are processed via Shopify Payments, Paypal and payment partners such as zippay, afterpay, Paypal and laybuy. we don't retain any card details.

How can I reach customer support?

For assistance, start a chat or email us at customercare@babiesmart.com.au or call us at 1800-957-967. We're here to help between 09:00 a.m. and 05:00 p.m. AEST, Monday to Friday.

Is BabiesMart legitimate? Are the products authentic?

Absolutely! BabiesMart is one of the leading baby product suppliers in Australia. All products we offer are 100% genuine. Moreover, you can also find our products in different marketplaces such as Catch, Amazon, MyDeal, Westfield, Lasoo, and MedCart.

Is GST included in your prices?

Yes, all displayed prices include GST.

Why does an item show as "Temporarily Unavailable"?

If an item shows as “Temporarily Unavailable,” it might be in another customer's cart. Check back after a while or refresh your web page again or consider other available items.

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CONTACT INFORMATION

PLEASE NOTE: Phone & SMS Lines Are Temporary closed Due to Staff on Holidays

ONLY EMAIL SUPPORT ACTIVE

We love to hear from you on our customer service, merchandise, website or any topics you want to share with us. Your comments and suggestions will be appreciated. Please complete the form below.

Currently we do not offer pickups

Unit 109 / 18 – 20 Edinburgh St, Oakleigh South, VIC 3167

customercare@babiesmart.com.au (Preferred - Fast Response 24/7)

SMS: 0434729727

1800-957-967 (Busier than usual)

Everyday 9:00 A.M.-05:00 P.M. AEST