Shipping policy
We know you are excited to get your ComfySole products, we are too! That is why we do our best to ensure the delivery is done as fast as possible to ensure you get your items fast. We are also now offering free delivery on orders Australia and NZ-wide!
We ship with Australia Post, Fast Horse, Toll and Aramex, and as COVID-19 has made a large impact on their systems and ability to ship products effectively we are experiencing slightly longer delivery times. We are working hard with the people in our warehouses to get each order out as quickly as possible. For any inconvenience caused we apologise, this is something that will change in the near future.
We do our absolute best to process all our orders in 1-2 business days, this excludes weekends and public holidays. In very rare cases, this may be extended up to 5 business days.
For metro areas, you will typically receive your order within 14 business days.
Australia Post Update
We are currently experiencing issues regarding our Australia Post tracking numbers. Customers are receiving orders while the tracking still says pending or processing, as in our internal system, the tracking status is current and being regularly updated.
We have been notified by Australia Post that some parcels will only get scanned at certain points in the transit process, one being once it has been delivered. Australia Post has explained that this is nothing to be concerned about and that parcels will be delivered as normal.
However, we understand the inconvenience that this may cause. If you would like to be updated on your order's whereabouts, please email us at hello@comfysoleau.com or use our live chat. Please make the subject line "Order #AU.... Shipping Update" so that we can respond to you as soon as possible.
We apologise for any inconvenience this may cause.
Shipping locations
We currently only ship to Australia, New Zealand, the United States and the United Kingdom. With your support, ComfySole will be able to expand and reach an even larger market.
Kindly note that if inaccurate or incomplete addresses are provided, or if there are unverified details with your order, it may delay processing by an additional 1-2 business days. We encourage all customers to thoroughly review their shipping and billing information prior to checking out to ensure any possible delays are avoided.
Your package may or may not require a signature. Most packages are delivered to the mailbox or front door of the address provided, however, it is up to the delivery courier to decide if the package is safe being left in the open. If they deem it unsafe, they will hold the package at a local post office or re-schedule another delivery. Our best recommendation is to input a shipping address where you know you or someone else will be available to accept the package (a work address or a friend's address).
Tracking links
Australia Post
Aramex
Toll
You will receive a confirmation email once your order has been processed to the email address provided at the time of checkout, which can take up to 48 hours. You will receive a second email once your order has been shipped, which will include your tracking number and a link to follow the journey of your package. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1 - 4 days for the tracking information to show. In some rare cases, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.
Multiple products
Please note that if you place an order with multiple products, they may be shipped separately. This is because we store different levels of inventory in multiple ComfySole warehouses.
If this occurs for your order, you will receive multiple tracking numbers to view their whereabouts. We apologise for any inconvenience caused by this.
We may ship your products by using third-parties. This can result in different packaging for each of your products. Please note that this does not affect the quality of your product or products received.
Wrong address disclaimer
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to change your shipping address, please contact us using our live chat as soon as you place your order. We will do our best to make the change, however, we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.
If it's too late for our team to make changes to your order, we are only able to wait and see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address.