OnPoint Bubs FAQs

All facts, information and prices are given with reservation for typing errors, price increases, warehouse issues, possibly incorrectly stated product descriptions/specifications and end of stock.

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CONTACT INFORMATION

Melbourne,

Victoria, 3020

Australia

support@onpointonlineshop.com

Do you have any questions about any of our products? Send us an email and we’ll get in touch shortly.

RETURNS AND REFUNDS

How do I exchange or return a product?

You have 14 days to return an item from the date you received it if the item is faulty or not as described. We do not process returns or provide refunds for change of mind.

To be eligible for a return, your item must be unused and in the same condition that you received it. Please, contact us before sending your item back to us and provide us with a brief description and images to support your claims, so that we can approve the return and refund.

Your item must be in the original packaging and it needs to have the receipt or proof of purchase.

Which items cannot be returned?

For purposes of hygiene we can not accept the following items:
Bottles and dummies
Underwear
Swimwear
Earrings
Headbands and hairclips

We cannot accept returns if:
An item is returned without tags.
An item is returned dirty, worn or shows sign of being used.

Can I receive a refund on my purchase?

Once we receive your item, we will inspect it and notify you that we have received your returned

item. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your credit card (or original method of payment).

You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

Who pays for shipping if the item is faulty?

We will be responsible for paying shipping costs for returning the item that is faulty.

If you receive a refund, the cost of return shipping will be added to your refund.

What happens if I receive the wrong product?

If you have received the wrong product, please contact our Customer Service via our web form on the customer service page. We will contact you within 24 hours on a working day. Ensure that all the information you provide to us is correct, as we can’t update it into the system once the order is received by the warehouse.

DELIVERY, PAYMENT AND CUSTOMS INFORMATION

When will my order ship?

After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 9 am EST will not be shipped out until the next business day. If you order after 9 am EST on a Friday, your order will likely be shipped out on the following Monday.

I placed an order today. When can I expect my shipment?

INTERNATIONAL SHIPPING:

We do not have control over customs and are therefore not able to be responsible for delays that may occur. Tracking information will be made available to you as soon as it is made available to us.

Your delivery schedule will depend on the product and the time that you placed your order.

Can I calculate the delivery time?

The time frame for order delivery is divided into two parts:

Processing time: Order verification, quality check and packaging. All orders are sent to the fulfillment centre for dispatch within 3-5 days after the order is placed.

Shipping time: This refers to the time it takes for items to be shipped from our fulfillment centre to the destination. International delivery usually takes about 10–20 business days. The US and Australian orders are shipped by e-packet. After processing and leaving the warehouse, items usually take between 10 and 20 days to arrive at their destination but can take longer from time to time.

What if my item is delayed?

In very rare instances, packages may take longer than the stated expected time frame. Unfortunately, we are unable to control shipping times and any unexpected delays that may occur en-route and we seek your understanding and patience should this occur. In such cases, we will ship out a new package if there are no tracking updates for more than 30-60 business days.

This may especially be true during the busier holiday seasons and during promotion  periods.

What are my payment options?

We offer several payment options when you place your order online.

You can choose from:
Paypal – Safe and Secure Payment Option
PayPal Guest – payment with Credit Card – using PayPal secure pay method for those who do not have PayPal accounts: Cards accepted are Visa, Mastercard and AMEX.

Will I be charged customs/ duty fees?

Customs fees are the responsibility of the customer. Please check with your local customs agency regarding fees. Also, kindly note that on rare occasions; customs agents may delay delivery of some packages.

We do not have control over customs and are therefore not able to be responsible for delays that may occur. Tracking information will be made available to you as soon as it is made available to us.