Shipping Policy
Order Processing
In-stock orders placed on Supagrumps.com are normally processed and dispatched within 1–2 business days (Monday–Friday, excluding public holidays). Pre-orders and products with a different dispatch schedule follow the timeframe stated on the product page when you place your order.
All plush orders are shipped in protective vacuum packaging. No display box or additional items are included unless specifically mentioned on the product page.
Shipping & Delivery
We ship to 150+ countries worldwide, subject to destination, address and carrier restrictions.
All orders include tracked shipping. Estimated delivery is typically 4–7 business days after dispatch for most metro areas, unless a different estimate is shown for your order.
Delivery estimates run from dispatch, not the order date. They are not guaranteed and may vary because of location, customs processing or local courier operations.
Shipping Availability & Information Errors
Shipping availability depends on the services our fulfilment and delivery partners can provide for the specific destination, address and products ordered. A carrier operating in a country does not necessarily mean that its services are available through our partners.
If a destination has been shown as available in error, including at checkout or in a customer-support message, we will correct the information and notify you promptly.
Subject to applicable law, if we discover before dispatch that we cannot fulfil your order through our available shipping arrangements, we may cancel the unshipped order and issue a full refund, including shipping, to your original payment method. Where possible, we may offer an alternative address or shipping arrangement for your agreement.
We will not charge additional shipping fees or impose materially different delivery conditions without your agreement. This section does not exclude any rights or remedies you have under applicable consumer law.
Delays & Peak Periods
Processing and delivery may take longer during holidays, peak seasons or promotional events. Customs clearance, courier disruptions, weather and other operational issues may also cause delays.
If we cannot dispatch within the timeframe stated when you ordered, we will notify you and explain the available options, including any right to cancel and receive a refund. We will obtain your agreement to a revised dispatch date where required by law.
Express Shipping
An optional express service may be available, with the estimated delivery time shown at checkout.
Express estimates are not guaranteed. For information about refunds of delivery charges, see our Returns & Refunds Policy.
Address Accuracy
Please ensure that your shipping address is complete and accurate before placing your order.
Orders are shipped exactly to the address provided during checkout.
Once an order has been dispatched, we are unable to modify the shipping address.
Customers are solely responsible for providing the correct shipping information.
Orders that cannot be successfully delivered due to an incorrect or incomplete shipping address provided by the customer are not eligible for a refund or complimentary replacement. This includes packages that are lost, abandoned, destroyed, or delivered to the address provided at checkout.
Where a replacement or reshipment is available, the customer will be required to pay the applicable replacement and/or reshipping costs before the new shipment is dispatched.
Local Courier Requests
Once your parcel reaches the local courier, delivery scheduling, collection and address-change requests may need to be made directly with that courier. Changes are subject to the courier’s availability and rules.
If you cannot resolve a delivery issue with the courier, contact us so we can assist.
Bundle Orders
We aim to ship bundle items together. However, stock availability or fulfilment arrangements may require separate parcels, with separate tracking numbers.
Military & Restricted-Access Addresses
Delivery to military bases, military housing, APO/FPO/DPO addresses and other restricted-access locations requires confirmation from us before you place your order. Please contact help@supagrumps.com so we can check whether our shipping partners can serve your address. Otherwise, please use an alternative residential or business address outside restricted areas.
We do not individually verify every shipping address. An address being accepted at checkout, or an order being processed or dispatched, does not confirm that delivery to a restricted-access location is available.
If we identify a restriction before dispatch, we will contact you to arrange an alternative address where possible or cancel the order with a full refund.
If you place an order to a restricted-access address without obtaining confirmation from us and delivery fails because of that restriction, a complimentary replacement or reshipment is not guaranteed. Depending on the circumstances, reshipment to an alternative address may involve additional shipping costs. We will explain the available options and any charges before arranging another shipment.
These additional charges do not apply where we confirmed delivery availability for the address before you ordered, or where the failure resulted from our error or the carrier losing or misdelivering the parcel rather than an access restriction.
Rerouting, parcel recovery or another delivery attempt may not always be possible.
Proof of Delivery & Missing Parcels
Carrier records, including delivery scans, photographs, GPS records and signatures, may be used as evidence of delivery.
If tracking shows “delivered” but you have not received the parcel, please check around your property, ask household members or building management, and contact the local courier. Also notify us promptly so we can investigate. A delivery scan alone does not prevent us from investigating a possible misdelivery.
Subject to applicable law, we do not provide refunds or replacements for theft or loss occurring after delivery has been correctly completed. This includes delivery to you, to a person you authorised to receive the parcel, or to a location you expressly authorised, where that delivery method is permitted by applicable law.
If delivery is disputed, we will assess the available carrier evidence alongside the agreed delivery instructions and the information you provide. This exclusion does not apply to misdelivery or to parcels that were never correctly delivered.
Returns & Refunds
For return eligibility, deadlines, return shipping costs, defective or incorrect items, and refund procedures, please see our Returns & Refunds Policy.
Applicable Rights & Policy Changes
Nothing in this policy limits mandatory consumer rights under applicable law.
Changes to this policy apply to orders placed after the revised policy is published. Earlier orders retain the conditions offered when they were placed.
Need Help?
Email help@supagrumps.com with your order number. Our support team aims to reply within 24 hours.
