The Factory is Frequently Asked
What are your XMAS cut-off dates?
Your gift will be shipped using Australia Post.
Standard Post cutoff is December 13th (December 8th for parcels to WA & NT).
Express Post cutoff is December 17th (December 15th for parcels to WA & NT).
How will my gift be shipped?
Your gift will be shipped using Australia Post. We offer the option for Standard Shipping and Express Shipping. For Sydney orders we also offer a Next Day Courier Service. Cutoff for this service is 5pm the day prior and delivers Monday - Saturday. For bulk orders get in touch and we’ll supply you with a quote.
How long will it take to arrive?
We process all orders at 5pm Monday - Friday, then pack and ship the following day. On average, Standard Shipping takes 3-8 business days and Express Shipping delivers next business day to 80% of Australia, but can take up to 4 business days for remote areas. See the current Australia Post delivery times here. Our Next Day Courier Service for Sydney orders will be delivered between 9am and 5pm the following day and the recipient will be contacted to confirm delivery.
What tracking do you provide?
Once we lodge the shipment, you will receive tracking details directly from Australia Post to the email address supplied. Use this tracking number to track your package and follow up directly with Australia Post if you experience any issues relating to shipping. For courier orders, you will receive tracking details from Go People in your confirmation email and the recipient will receive texts/emails to inform them of the delivery.
Can I select a specific day for my gift to arrive?
If you'd like us to ship your gift out on a specific date, let us know in the notes section during checkout. Note that we cannot guarantee a specific delivery date. For Sydney orders, hold off until the day before and select Next Day Courier at checkout.
Do you offer same day delivery?
At this stage we do not offer same day delivery however for Sydney orders we offer a Next Day Courier Service for orders made by 5pm the day prior. Rates are available at checkout.
I've made a mistake with the shipping address. Can I change it?
Please send an email immediately to email@example.com noting the order number and the correct address you would like to ship to. If the order has processed and been dispatched to Australia Post unfortunately we are unable to intercept the package. In these cases, you have two options:
Option 1: Wait until the order is returned to Happy Factory. When we receive it back, we will get in touch to arrange re-delivery at your expense. Note: Given current delays 'return to sender' packages are taking 1-4 weeks to be returned.
Option 2: Make a new order. When the original order is returned to Happy Factory we will be in touch to provide a refund for the contents of the box. Note that we are unable to refund the initial shipping costs or the cost of the Happy Factory gift box as it cannot be reused.
Do you ship to hospitals?
Yes we do however there is often issues with deliveries so there are some important things to note.
1. It can take several days for the hospital mailroom to process and distribute deliveries. So please only order if your recipient will be there for a while.
2. Please ensure that you include the Room Number and Ward Number to help the hospital locate the recipient.
3. For best (and fastest) results, ship to a friend or relative who can drop off the gift for you.
If your gift has not been received please contact the hospital directly to ask if they can locate, arrange a pick up or forward on (if the recipient has checked out).
Can I make changes to my box?
Sure. Get in touch with us if you’d like to make changes. Alternatively, create your own using the 'Design Your Own' service.
Do you accept corporate orders, bulk orders or offer custom packaging?
We sure do. We can customise the inner sleeve and greeting cards with your own logo and message. We can also design a box based on your individual requirements - all with our Happy Factory signature touch.
Your box themes are a little ‘extra’. Can you remove the box descriptor?
Sometimes our boxes don’t quite meet the occasion they’re being purchased for. No problems. Just email us after you’ve placed your order and we can remove the box descriptor.
My order was not exactly the same as what I selected online.
Every now and then our inventory trackers miscount and we run out of stock. In these rare instances - and so that we don't hold up the delivery - we will replace the item with a similar one of the same or greater value. If there are no similar items in stock we will get in touch to offer alternatives or a refund.
My discount code is not working?
If you are trying to use the FREEBOX code for purchases over $120, please make sure you have the box in your cart. Note that discount codes can not be combined. With with the exception of FREEBOX, discount codes can only be used once per customer. Please get in touch if your discount code is not working.
How are the gift boxes packed?
We start with our iconic Happy Factory box. It’s full of colour and surprises, designed by the talented folks at Another Colour in Sydney who won a Paris Design Award for their designs for Happy Factory. To keep everything safe and sound, we fill the box with recycled office paper shreds. The contents are then packed, along with a box description and covered with a recycled paper sleeve that holds your personalised card in place. It’s a fun unboxing experience packed with colour and surprises that we get consistently great feedback from.
How are the 'Design Your Own' boxes and single gift purchases packed.
All DYO purchases are shipped safe and sound in unbranded boxes, packed with recycled office paper shreds. Alternatively, add our signature Happy Factory packaging to your order to ship your selections in our iconic branded box, colourful inner sleeve, card and recycled packing.
Is your packaging sustainable?
Yep! Not only is all of our packaging made using recycled (and recyclable) materials, we also use eco-friendly inks and manufacture everything right here in Australia using local small businesses. Our shredded paper filler is 100% recycled office paper. If you have some time on your hands, feel free to paste it all back together and uncover some saucy corporate secrets! :)
Have a question that's not covered? Get in touch: firstname.lastname@example.org.