Q&A
Questions? We've got answers.
SHIPPING & RETURNS
+ SHIPPING
We currently only ship within Australia.
We use Australia Post and a few selected couriers to get our products to you quickly and reliably.
Our current shipping rates vary based on the destination and weight of the shipment.
Friendly tip - use our shipping calculator to find out exactly how much shipping will cost before placing your order.
$10 Flat rate shipping for the 2478 postcode
Please contact us if you have any queries or questions as we are always happy to help!
+ HOW LONG WILL IT TAKE FOR MY ORDER TO BE SHIPPED AND TO REACH ME?
Here at Tiny Roo, we pride ourselves on packing and shipping all orders within 24-48 hours, on normal working business days. (Please allow extra time during sale periods and public holidays).
Generally you should receive your order within 2-4 business days, pending your location.
+ HOW DO I CHECK THE PROGRESS OF MY ORDER?
You should receive tracking information from Australia Post or one of our selected reliable couriers. If you do not receive an email within 1 working business day, please send us an email so we can follow this up for you: support@tinyrooaustralia.com.au
+ WHAT IF I AM NOT HOME TO RECEIVE MY ORDER?
If you did not give authority to leave your parcel, you will receive a collection card and will need to contact the courier to arrange re-delivery, or pickup from your local post office (if the courier was Australia Post). If the package is returned to our warehouse you will need to pay any redelivery charges.
Please note if you give authority to leave, neither Tiny Roo or the courier company are responsible should your delivery go missing.
+ CHANGES TO YOUR ORDER
If you would like to change your order please email support@tinyrooaustralia.com.au with your order details as soon as possible and we will try to help you!
Unfortunately once the order has been packed and shipped from our warehouse, it becomes out of our hands. You will need to apply for a formal return - please see our 'Refund and Return' policy for next steps.
+ WHAT IS YOUR RETURNS POLICY?
Please refer to our 'Returns and Refund Policy'. If our products are not performing to your expectations, please get in touch with us via email at support@tinyrooaustralia.com.au so we can assist you.
PAYMENTS
+ DO YOU OFFER DISCOUNTS OR PROMO CODES THAT I CAN USE FOR MY ORDER?
If you haven’t signed up for our emails – please do! We will let you know about latest launches, news and offers. As a small business we try our best to always offer competitive prices and discounts where we can!
+ WHAT PAYMENT METHODS DO WE ACCEPT?
We accept Visa, Mastercard, PayPal and Afterpay.
SUBSCRIPTIONS
+ HOW DO I CHANGE THE FREQUENCY, PAUSE OR CANCEL MY SUBSCRIPTION?
You can adjust, pause or cancel your subscription at any time simply by logging in to your account and selecting 'my subscriptions' and following the prompts.
+ HOW DO I UPDATE MY DETAILS AS A SUBSCRIBER:
Subscribers can update any of their details such as shipping address, credit card details, email address or name by logging in to the ‘My Account’ page. Here you will see the various options to update your details.
+ IF I CHOOSE TO SUBSCRIBE, HOW MUCH AM I SAVING IN COMPARISON TO REGULAR RETAIL PRICES?
Our standard retail prices are listed on our website, followed by the subscription prices including the % discount you will receive should you choose to enable a subscription.
PRODUCT INFORMATION
+ WHAT MATERIAL ARE OUR WIPES MADE OUT OF?
We use 'unbleached' bamboo fibre, non-woven material in its natural form and colour. Our material is sourced using all sustainably certified manufacturers.
To read more on our material, please use the below link:
https://www.dropbox.com/scl/fi/pnkwvkxpxl8bqqxu4adoi/About-Our-Bamboo-Material.pdf?rlkey=6ugf3bydw0galdws0er895t4m&st=inpjr292&dl=0
+ DO OUR WIPES CONTAIN ANY TOXIC INGREDIENTS?
At Tiny Roo we believe simplicity is best. This is why our products contain no harsh ingredients or fragrances. Everything included in our products are 100% necessary to their function and play a key role in keeping our babies skin happier, for longer.
We have carefully chosen the ingredients in our wipes to deliver the most effective, gentle, non-toxic solution available.
The Environmental Working Group’s Skin Deep cosmetics database shows our ingredients to be extremely safe – check it out for yourself. www.ewg.org.
+ DO OUR PRODUCTS HAVE EXPIRY DATES?
Our baby wipes have a shelf life of 2 years OR 3 months after opening.
Please ensure you close the clip-top lid after each use to prevent wipes from drying out.
+ WHERE ARE OUR WIPES MANUFACTURED?
Our wipes are made responsibly, sustainably and ethically in China. Only using manufacturers with all the correct sustainable and ethical certifications.
+ WHAT SIZE ARE YOUR WIPES?
Each of our wipes measure at 15 x 20 cm.
*Please note, sometimes wipe sizes can vary slightly in bulk production.
+ WHAT DOES THE DERMATEST SEAL MEAN?
The DERMATEST® seal confirms that our wipes, after being professionally dermatologically tested, do not cause any skin irritation or hypersensitivity to the skin.
Only products certified with this seal keep the promise of skin-friendly testing for sensitive skin and quality.
For more information on Dermatest, please visit: www.dermatest.com or email us at support@tinyrooaustralia.com.au for any questions.
+ IS OUR PACKAGING RECYCLABLE?
This is something we are working on!
For now, the soft plastic component of our packaging is a blend of polypropylene (PP) and polyethylene (PE) as we have yet to find a non-plastic solution suitable for baby wipes. While its softness means it’s not widely accepted in many recycling programs, we encourage you to check with your local council for special facilities that may handle soft plastics.
The lid is made from hard PP and can easily be recycled in standard plastic recycling bin.
Collapsible content
STILL HAVE QUESTIONS?
If you are having site issues, or have any additional questions, please email us at support@tinyrooaustralia.com.au and we will get back to you soon!
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