Got a Question? Let’s Answer it!
1. WHERE DO YOU SHIP TO?
We can deliver our Luxe Padded Play Mats all around Australia and New Zealand, including most rural areas. If our shipping provider does not cover your zone, you will be notified once your postcode is entered into the shipping estimate box. If your area is not available for delivery, please get in touch with our Customer Care Team via the "Contact Us" page to find a suitable solution.
International Shipping is available - please contact our Customer Care Team through the "Contact Us" page.
PLEASE NOTE: we are unable to deliver to PO Boxes or other similar services as our products are too large to be accepted.
2. WHAT IS YOUR AVERAGE SHIPPING TIME?
Delivery times are 4-7 business days from the time of order for most Australian locations. Northern Territory, Western Australian and New Zealand parcels require a longer postage time of 8-14 business days. Deliveries are made by our couriers Monday - Friday.
PLEASE NOTE: during our sale/promotional events, delivery may be longer than the specified delivery times above
3. WHAT ARE YOUR SHIPPING CHARGES?
Our aim is to provide the most affordable shipping to our customers, based on their delivery location. We provide a flat rate of $12.99 to most Australian metro areas for Play Mat deliveries. Toys have a $10 flat rate Australia wide.
For those living in more rural locations, we use a true cost shipping method, meaning your shipping may be a little more expensive. For a shipping estimate, simply enter your postcode on any product page for a quote. For multiple product purchases, enter your postcode at the shopping cart. Please dont hesistate to contact us directly at firstname.lastname@example.org if you have any shipping questions.
New Zealand orders incur a flat rate of $35 for a play mat order.
International shipping prices vary depending on location. Contact us for more details.
4. CAN I TRACK MY ORDER?
All orders are dispatched via a track & trace courier. Once dispatched, you will receive an email from our couriers that includes tracking details so you can follow your order all the way to you! If you are having trouble with tracking your order, please get in touch with our Customer Care Team via the "Contact Us" Page.
5. WHAT IS THE BEST WAY TO CLEAN MY M&B PRODUCTS?
Cleaning our Luxe Padded Play Mats is simple. Wipe yours clean with warm water and mild detergent/liquid soap with a damp microfibre cloth (just as you would clean your baby's high chair for example). Dry thoroughly after cleaning and before flipping over.
The following is not recommended:
For Toys, visit our blog here: LINK
6. CAN I RETURN MY PRODUCT?
Yes of course! We want you to be 100% happy with your purchase. If you change your mind about an item purchased or simply wish to return it, you are welcome to do so for a full refund (less shipping costs). All returns must be unused and in their original condition. You must complete your return within 30 days of the date of your order and you are responsible for arranging the return and all related return shipping costs.
International Customers: please make sure you are 100% happy with your order style and size, as returns cost are customers responsibility.
If you wish to return a product, please contact our Customer Care Team at email@example.com
PLEASE NOTE: Munchkin & Bear reserves the right to reject returns outside the 30 day return period, or items which are returned that are not in their original condition.
7. WHAT IS YOUR WARRANTY?
If the product is found to be defective or has a factory error, your Luxe Padded Play Mat is covered by a 6 month warranty from the date of purchase, with a valid receipt. Your product will be replaced at Munchkin and Bear's cost pending stock availability, this includes all related shipping costs.
The warranty is void however, if the defects are caused by improper use of the product or failure to follow the cleaning and care instructions as stated on our website.
8. CAN YOUR PLAY MATS BE ORDERED IN CUSTOM COLOURS/PATTERNS?
The lead time to produce our baby play mats is around 4-6 months. They are produced in large numbers and unfortunately this makes it impossible to take custom orders or mix and match colours! We would love to hear your ideas for future designs and colour combinations though!
9. ARE YOUR BABY PLAY MATS NON-TOXIC? DO THEY CONTAIN ANY HEAVY METALS, PHTHALATES OR OTHER NASTIES?
Firstly, we take the safety of babies and children incredibly seriously. We developed our own baby play mats with this in mind, after we were very unhappy with the strong chemical smell of other products we purchased for our own children that were made of PVC and EVA. Our Munchkin & Bear baby play mats are made from PU and are certified as non-toxic.
The use of PU (polyurethane) compared to PVC (poly-vinyl chloride) creates a safer play mat for your children, without the harmful and toxic chemicals, however still allows for a durable and hard-wearing mat which can be easily wiped clean. They have been independently tested by SGS and their testing report conclusion found that the material complied with international safety standards and that lead, mercury, cadmium, PBPs, PBDE’s and formamide were not detected.
Additionally, our baby mats have no nasty chemical smell upon opening and do not need to be “aired” as some products do and as they are one solid piece (not puzzle pieces) they won’t end up being chewed on in your babies mouth.
To find out more, visit our Material Matters Blog Post HERE
10. HOW CAN I GET IN TOUCH?
Email our Customer Care Team at firstname.lastname@example.org or use our handy "Contact Us" page, we'd love to hear from you!
Phone number? Well the reason we don't have a phone number listed on our website is because in addition to running Munchkin & Bear, we are the parents of small children (who save their worst behaviour for when the phone rings!)
We endeavour to answer all enquiries within a timely manner (however during busy periods it may take a few days sorry!)
11. CAN I FOLLOW YOU ON SOCIAL MEDIA & SAY NICE THINGS ABOUT MUNCHKIN & BEAR?
Yes of course! (ok this isn't a frequently asked question at all, but we do love it when our customers connect with us and share cute pics)
Facebook: Munchkin and Bear
If your question hasn’t been answered here, please feel free to get in touch at email@example.com
Watch these videos for some handy tips & tricks!