Shipping policy
This Shipping Policy forms part of our Terms & Conditions and should be read in conjunction with our Refund Policy.
At Muddy Feet, every mat is made to order. We aim to produce and dispatch your order as efficiently as possible while maintaining quality.
1. Production Timeframes
All mats are custom made.
Production timeframes are estimates only and may vary depending on order volume and seasonal demand.
Estimated production times will be displayed on our website. These are not guaranteed dispatch dates.
Orders cannot be cancelled once production has commenced.
2. Dispatch & Shipping
Once your order is completed, it will be dispatched via our nominated courier service.
You will receive tracking details once your order has been shipped.
Delivery timeframes are estimates provided by the courier and are outside of our control.
3. Shipping Delays
While we do everything possible to dispatch orders quickly, we are not responsible for delays caused by:
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Courier network disruptions
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Weather events
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Peak seasonal periods
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Incorrect delivery details provided at checkout
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Events outside of our reasonable control
Shipping delays do not qualify for refunds.
4. Lost Parcels
If your tracking information indicates your parcel has been lost in transit, please contact us.
We will assist in lodging a claim with the courier.
A replacement will be arranged once the courier has confirmed the parcel as officially lost.
5. Incorrect Shipping Information
It is the customer’s responsibility to ensure shipping details are correct at checkout.
If an incorrect address is provided and the order has already been dispatched, Muddy Feet is not responsible for delivery failure.
If an order is returned to us due to incorrect address details, additional shipping fees may apply for redelivery.
6. Authority to Leave
Unless otherwise requested, orders may be delivered with Authority to Leave.
Once marked as delivered by the courier, responsibility transfers to the customer.
If you require a signature on delivery, please contact us prior to dispatch.
7. International Shipping
If we offer international shipping:
International orders may be subject to customs duties, taxes, or import charges imposed by the destination country.
These charges are the responsibility of the customer.
We are not responsible for customs delays.
(If you do not ship internationally, we can adjust this section.)
8. Damaged Items
If your order arrives damaged, please contact us within 30 days of delivery in accordance with our Refund Policy.
Please provide clear photographs of the damage and your order number so we can assess the issue promptly.
9. Australian Consumer Law
Nothing in this Shipping Policy excludes, restricts, or modifies your rights under Australian Consumer Law.