Shipping & Returns
If you have any problem with your order, your first step should always be to contact us. Customer service is extremely important to us here at Counting Sheep, and it’s much easier to resolve any concerns if we know they exist! We want you to be happy with our products and service.
Shipping & Delivery
We aim to ship orders with 24-48 hours of cleared payment being received (not including weekends). Both Express Post and Registered Post can be tracked online, which helps to give you peace of mind. Insurance is available – please contact us for costs.
Please ensure your address details are correct, as we are not liable for parcels shipped to an incorrect address. If you are concerned about a parcel being left in your letter box, use a post office box address, work address or another address where someone is likely to be present when the parcel is delivered.
It rarely happens, but if an item you ordered is out of stock, we will let you know immediately and give you the date we expect to have it back in stock. At that time you can choose whether to cancel your order or put it on hold.
Returns & Refunds
It’s very important that you read all the information about a product before you place your order.
We always offer a refund or replacement for items that are faulty or damaged. If that is the case, please contact us within 7 days of receiving your item. We reserve the right to request the item be returned to us for inspection before issuing a refund or replacement. Please contact us before returning an item.
If you misread the product information or changed your mind about your purchase, refund, exchange or store credit is at our discretion.
Sometimes parcels do get lost in the system at Australia Post. Please bear in mind that this is NOT our fault. If this occurs we need to lodge a claim with Australia Post in an attempt to track the lost parcel. This takes up to 10 business days to complete. We are happy to give you a claim number and update you when progress occurs, but we cannot finalise a refund or replacement until the parcel is officially declared lost by Australia Post.