Shipping & Returns
SHIPPING POLICY
🚚 Shipping
Free Shipping Across Australia
**Free shipping is included in every order** — no surprise charges at checkout. The price you see is the price you pay.
We dispatch all orders directly from our Australian warehouse in **Tweed Heads South, NSW** within **48 hours** of payment confirmation (Monday to Friday, excluding Australian public holidays).
Delivery Times
We ship exclusively via **Australia Post** for reliable nationwide delivery:
| Region | Estimated Delivery |
|---|---|
| Eastern States (NSW, QLD, VIC, ACT) | 2–4 business days |
| South Australia & Tasmania | 3–5 business days |
| Western Australia | 4–7 business days |
| Northern Territory | 5–8 business days |
| Rural / Remote areas | Add 2–3 business days |
Tracking Your Order
Once your order is dispatched, you'll receive a confirmation email with an Australia Post tracking link. You can track your parcel any time via the link or directly at auspost.com.au.
International Shipping
We currently ship within Australia only. For US, UK, or Canada orders, please visit **www.collieball.com**.
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🔄 Returns & Refunds
60-Day Manufacturer Warranty
Every CollieBall comes with a **2-month (60-day) warranty** against manufacturing defects. If your CollieBall develops a fault due to a manufacturing issue within this period, we'll repair or replace it free of charge.
Returns Within 30 Days
If you're not happy with your CollieBall within **30 days** of receiving it, you can return it for a refund.
**How to return an item:**
1. **Email us** at hello@collieball.com with your order number and reason for return.
2. We'll respond within **24 hours** with a return authorisation.
3. Pack the item securely and ship it back to our Tweed Heads warehouse.
4. **Return shipping is at the customer's expense** unless the item is faulty or arrived damaged.
5. Once we receive and inspect your return, we'll process your refund within **5 business days** to your original payment method.
Conditions for Return
- Item must be in **resaleable condition** — no excessive wear or damage.
- Original packaging is preferred but not mandatory.
Faulty or Damaged Items (Warranty Claim)
If your CollieBall arrives damaged or develops a manufacturing fault within the 60-day warranty period, **we cover the return shipping** and replace the item free of charge.
Email **hello@collieball.com** with:
- Your order number
- Photos of the damage or defect
- A brief description of the issue
We'll send you a prepaid return label and arrange the replacement.
Australian Consumer Law
Our returns and warranty policy is in addition to your rights under the **Australian Consumer Law**. Goods purchased from CollieBall come with guarantees that cannot be excluded — including the right to a replacement or refund for major failures, and compensation for any other reasonably foreseeable loss or damage.
For more information, visit the ACCC website: www.accc.gov.au/consumers/consumer-rights-guarantees
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❓ Frequently Asked Questions
**Q: How much is shipping?**
A: Shipping is **free** across Australia — included in every product price. No checkout surprises.
**Q: Can I change my shipping address after placing an order?**
A: If your order hasn't been dispatched yet, yes — email us as soon as possible at hello@collieball.com.
**Q: My CollieBall hasn't arrived yet. What do I do?**
A: First, check your Australia Post tracking link. If 7 business days have passed without delivery, contact us at hello@collieball.com and we'll investigate with the carrier.
**Q: Do you offer same-day or express shipping?**
A: Not at the moment. All orders ship via Australia Post standard service from Tweed Heads.
**Q: I bought the wrong size — can I exchange it?**
A: Yes, within 30 days. Email hello@collieball.com with your order number and the size you'd like instead. You cover the return shipping; we cover the new shipment if returning unused product.
**Q: What does the 2-month warranty cover?**
A: Manufacturing defects only — for example, faulty stitching, valve issues, or material failure under normal use. Wear and tear from heavy use isn't covered.
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**Need help?** Email us anytime at **hello@collieball.com** — we usually reply within 24 hours.
CollieBall Australia · Tweed Heads South, NSW · www.collieball-au.com