We are here to help. Here are some helpful tips and more info to help you with your order
Sometimes we can make a snap decision and regret it. We have all been there. We will base each refund decision on a case by case basis. However we are human and so are you, sometimes highly sleep deprived or half occupied with our children. Rest assured, we're only here to help you.
Broken Mug? Oh man, I hope not. We try and wrap our care packages as well as possible to survive it's short time in transport. But if your care package seems to have been drop kicked over the fence, let us know and we won't leave you with a broken anything.
The tracking says Delivered but my Giftee hasn't received it
Don't panic! We will find it! Firstly, has it been hidden in a safe place where no burglars would ever look to find it....the recipient too (Posties have a special knack for finding the only place you'd never look for a parcel). If they live in an apartment, is it tucked behind the mailboxes? Does a neighbour have it? Did it go to the office and is still sitting at reception? Did you give the correct address or apartment number? There are ooodles and oooodles of reasons why a parcel either hasn't arrived or says delivered. But we will find it (with your help!). And if we can't? Don't panic! We'll quick smart send a new one.
Oh no, I've given the wrong address
Oh blast. It happens, quick email or call me before I send it! Already sent? It's ok, call me and we can work it out. I know you didn't intentionally give us the incorrect address. With a bit of luck, the incorrect recipient might even return the care package to me.
A day we all love, except - kinda me. Because when I send your care packages, the weekend gets in the way and the next business day is Monday, and you've guessed it - your parcel won't arrive until AFTER the weekend. Think very carefully about that Cold and Flu care package you're about to hit purchase if it's a Friday..... Actually the same goes for Hospitals. I always want to help but I just can't get deliveries sent on the weekend - perhaps when I've sold 10,000,000,000 boxes I might be able to set up my own weekend courier. But for now, I have to reply on AusPost.
How long will it take for a parcel to be delivered to someone in hospital? You'll need to allow 2 - 4 business days. 1-3 business days for Express Post and then another business day for the parcel to be distributed within the hospital. Hospitals often have redirects in place, which means that even though the tracking says it's delivered, it might be at the post office and may take a day to get to the hospital.
It's best to check on how long your loved one will be in hospital... it's often less that you'd imagine. If it's less than 3-4 business days, consider sending the parcel to their home address.
If I order a box on Friday, will it arrive at the hospital by Sunday? If you place your order before 3pm on the Friday, we will send out your parcel that day. AusPost doesn't deliver over the weekend so the earliest it will arrive will be on the Monday. It then needs to be distributed in the hospital so is more likely to arrive from Tuesday to Thursday.
The tracking says delivered to the post office but I know I've sent it to the hospital address? This is fine. Hospitals often have a redirect in place to a post office. The post office then delivers express post items once a day, along with mail.
It was delivered to the post office this morning but it's late afternoon now and the recipient still hasn't received it? If the parcel is delivered later than 8 or 9am to the post office it's likely to have missed the hospital delivery run for that day. It will be delivered to hospital the next day. Don't forget that it may also take a while for the hospital to distribute their mail.
Lost in the Hospital
Yikes. Hospitals can be tricky and a maze of busy and caring people. Depending on the size of the hospital, it can still take a day or two to go from the mailroom to the recipient. And then the patient is moved to a new ward and the care package is left waiting at the wrong floor in the wrong ward. It happens. Nurses are caring for the welfare of their patients, not of our care packages. But fear not. They are always found and either sent back to us or kindly forwarded on to a home address (well, Private Patients anyways....). My best advice? Check how long your loved one is in hospital? Often it's less time then you'd imagine. A care package would be equally well received when the patient is sent home to rest and recover.....
Keen to find out where the parcel is in the hospital? Call them. Ask to speak to the mailroom or ask reception how mail is treated in the hospital and ask who is best to talk to to find the care package.
Pulling out of your hair, trying to find the care package? If you've spoken to the hospital and it appears to have vanished, we will do our hospital hustle and see if we can help locate it too. And if we cannot find it, we'll just package up a new one and send it. There is nothing more heart breaking then a loved one not receiving your surprise gift. And that is the bottom line.