Shipping policy
Shipping & Returns
🚚 Shipping Information
All orders are packed and dispatched from Woolgoolga, NSW, Australia.
We aim to dispatch orders within 1–2 business days. During launches, promotional periods and public holidays, dispatch may take slightly longer.
Once your order has been dispatched, you will receive an email containing your tracking information.
Australian Shipping
We ship Australia-wide using trusted delivery partners, including Australia Post and Aramex.
Standard Delivery
Under normal circumstances, please allow approximately 5–10 business days for delivery after your order has been dispatched.
Deliveries to Western Australia, regional and remote locations may take an additional five business days.
Express Delivery
Express orders are prioritised for packing; however, selecting express shipping does not reduce our standard dispatch time.
Express delivery generally takes approximately 3–6 business days after dispatch. Delivery to Western Australia and rural or remote locations may take longer.
Delivery estimates are provided as a guide only and may be affected by courier delays, severe weather, public holidays and other circumstances outside our control.
New Zealand Shipping
We currently ship to New Zealand using Australia Post International Standard with tracking.
New Zealand Shipping Rates
$30 AUD flat-rate tracked shipping
Free tracked shipping on orders over $200 AUD
The free-shipping threshold is calculated after discounts and before shipping charges.
Unless otherwise displayed at checkout, all prices and shipping charges are shown in Australian dollars.
New Zealand Delivery Times
Australia Post currently estimates approximately 4–7 business days for International Standard parcels travelling between major metropolitan areas. This estimate begins after the parcel has been dispatched and does not include our 1–2 business day processing period.
Please allow additional time for rural delivery, customs processing, public holidays, severe weather and other carrier delays.
International delivery timeframes are estimates only and are not guaranteed.
Customs, Duties and Import Charges
New Zealand orders are sent from Australia and require a customs declaration.
Customers are responsible for ensuring that the products ordered can be imported into their destination and for paying any customs duties, taxes, levies or processing charges that may apply.
Most New Zealand consignments valued at NZ$1,000 or less are treated as low-value imports. However, import requirements and government charges can change, and additional charges may apply depending on the order and applicable regulations.
Any customs or import charges are determined by New Zealand authorities and are not controlled by The Little Pioneers. These charges are not included in our shipping fee unless expressly stated at checkout.
We cannot undervalue an order or declare a commercial purchase as a gift.
Delivery Addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please check your address carefully, including:
- Street and unit number
- Suburb
- State or region
- Postcode
- Country
- Email address and phone number
Please contact us as soon as possible if you notice an error. We may be able to amend the address before dispatch, but changes cannot be guaranteed once an order has been packed or collected by the courier.
Returned-to-Sender Parcels
If an order is returned to us because of an incorrect or incomplete address, an unclaimed parcel, refusal to pay applicable import charges or another issue outside our control, we will contact you once it has been received.
The customer may choose to:
1. Pay the applicable shipping cost for the order to be sent again; or
2. Receive a refund for the returned products, less the original shipping cost and any return-to-sender charges incurred by us
Orders that qualified for free shipping may have our original shipping cost deducted from the refund where the return was caused by an incorrect address, non-collection or refusal of delivery.
This does not affect your rights where a product is faulty, damaged or incorrectly supplied.
Shipping Protection
We pack every order with love and care, but once a parcel leaves us, it is handled by the delivery carrier and occasionally things do not go to plan.
Shipping Protection may be available to add at checkout. It provides a quicker and simpler support process if your parcel is lost or damaged during transit.
Shipping Protection is not an insurance product.
If a protected parcel arrives damaged, please email contact@thelittlepioneers.com.au with:
- Your order number
- Clear photos of the external packaging
- Clear photos of the damaged products
- A brief description of the damage
Once assessed, we may provide a replacement, refund or store credit, depending on the circumstances and product availability.
If a protected parcel appears to be lost in transit, we will assess the tracking information and work with you to provide an appropriate resolution without requiring you to manage the carrier investigation yourself.
If Shipping Protection was not selected, we will still assist you and comply with our obligations under applicable consumer law. However, we may first need to complete the carrier’s standard enquiry or investigation process.
Shipping Protection does not cover:
- Incorrect or incomplete addresses entered by the customer
- Parcels that were delivered to the address provided
- Unclaimed or refused deliveries
- Customs delays or import charges
- Change-of-mind returns
- Theft occurring after confirmed delivery, unless otherwise approved by us
🔄 Returns and Refunds
At The Little Pioneers, we are committed to creating high-quality, practical products that make everyday family life easier, and we want you to love your purchase.
This policy is in addition to any rights you may have under the Australian Consumer Law or other applicable consumer protection laws.
Change-of-Mind Returns
We accept change-of-mind return requests made within 30 days of delivery, provided the products are:
- Unused and in their original condition
- In their original packaging
- Unwashed and not used for meals or food preparation
- Free from marks, damage, stains and strong odours
- Suitable for resale
To request a return, email contact@thelittlepioneers.com.au and include:
- Your full name
- The email address used to place the order
- Your order number
- The products you would like to return
- A brief reason for the return
Please wait for your return request to be approved before sending the products back.
Once your return has been received and inspected, we will notify you of the outcome.
Approved change-of-mind returns will be refunded for the eligible product value. Original shipping charges are not refundable.
Return shipping costs are the customer’s responsibility. We recommend using a tracked postal service, as we cannot process a return that does not reach us.
For international change-of-mind returns, the customer is responsible for all return postage, customs forms and any import or handling charges associated with the return.
Hygiene and Safety Considerations
Due to the nature of our feeding, tableware and toddler products, we cannot accept change-of-mind returns for products that have:
- Been used for food, drinks or meals
- Been washed
- Been placed in a dishwasher
- Been used for food preparation
- Been used for an extended period
- Developed marks, staining, odours or other signs of use
You are welcome to carefully inspect your products after delivery. However, once a product has been used, it cannot be returned for change of mind.
This does not limit your rights if the product is faulty or does not meet an applicable consumer guarantee.
Partial Returns of Bundles
If you purchased a bundle, set or multi-item offer:
- Only unused and otherwise eligible products may be returned for change of mind
- Any refund may be recalculated based on the normal price of the products you keep
- Bundle discounts may no longer apply when only part of a bundle is returned
- Used products cannot be returned for change of mind
- We will confirm the applicable refund amount after assessing the returned products and the original promotion.
Non-Returnable Change-of-Mind Items
The following items cannot be returned for change of mind:
- Used or washed feeding products
- Used plates, bowls, cups, lunch boxes or snack boxes
- Used bibs or cutlery
- Gift cards
- Personalised or customised products
- Free gifts and promotional products unless returned as outlined below
- Products marked as final sale
Seconds products are sold with clearly disclosed cosmetic imperfections. They cannot be returned because of the disclosed imperfection, but this does not remove any rights you may have if the product has a separate fault or does not meet an applicable consumer guarantee.
Free Gifts and Promotional Offers
If your order included a free gift, bonus product or gift-with-purchase offer, the free product must also be returned unused when returning the qualifying order in full.
If the free product is not returned, or has been used, its advertised value may be deducted from your change-of-mind refund.
If a partial return means the original order no longer meets the promotion’s qualifying spend, the value of the gift may also be deducted from the refund.
Faulty, Damaged or Incorrect Products
We take product quality seriously and will work with you if something is not right.
Please email contact@thelittlepioneers.com.au and include:
- Your order number
- A description of the issue
- Clear photos or video showing the fault or damage
- Photos of the packaging where the product was damaged in transit
Depending on the nature of the issue and your rights under applicable consumer law, the appropriate remedy may include a repair, replacement, refund or another reasonable solution.
You will not be required to pay reasonable return shipping costs for a product confirmed to be faulty, damaged or incorrectly supplied.
For a major problem, you may be entitled to choose a refund or replacement. For a minor problem, we may first offer to repair or replace the product within a reasonable time.
Normal wear and tear, accidental damage, misuse, failure to follow care instructions and damage caused by improper storage or cleaning are not considered manufacturing faults.
Incorrect Products
If you receive a product that is different from the one you ordered, please contact us as soon as possible.
We will arrange for the correct product to be sent or provide another appropriate remedy. We may also provide instructions and a prepaid return method for the incorrect product.
Refund Processing
Approved refunds will be issued to the original payment method.
Please allow several business days for the refund to appear after it has been processed. Processing times are determined by your bank or payment provider and are outside our control.
📩 Need Help?
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