Have you visited our knowledge base? If you haven't, we recommend you do. Browse our courses, read helpful articles, download product manuals and installation guides.

How can we help you today?

Exchanges

All products can be exchanged within 60 days, submit your details below and we'll be in contact with you.

What are your shipping costs & delivery times?

Orders for in stock items are dispatched within 24hrs Mon-Frid.

We offer flat rate $10 shipping on all orders shipped to:

  • Australia
  • United States
  • United Kingdom

For delivery costs to other regions please contact: hello@subpod.com

Do you restock items that have sold out?

While our core range (Subpods, Grow Beds, Aerators & Worm Blankets) are restocked to meet demand, our Grow Wear & Garden Tools may not be restocked regularly, if at all. We are constantly evolving and our accessories range continues to grow and change based on feedback from the Subpod community.

The best way to keep up to date with all our new products and find out when your favorites are back in stock is to join our mailing list - you can do so at the bottom of this page.

How long will it take to get my exchanged item?

Due to the current Covid-19 pandemic, unfortunately parcels are taking a little longer than usual to reach us.

We aim to have all parcels processed within 72 hours once we receive them.

We do our best to completely process exchanges within 2 days from the date they arrive. During high-traffic periods, it may take up to one week for an exchange to be processed.

When will my return be processed?

We will process your return within 4 business days from the time of receiving your items.

We kindly ask our customers to allow up to 10 working days during busy sale periods for returns to be processed due to large volumes.

We will notify you via email once your return has been processed.

Please note: It can take up to 14 days for returns to arrive at our warehouse depending on postage times and the return location.

Returns

All products can be returned within 60 days, returns will be refunded in the original payment method or with a store credit.

Can I return a product purchased from one of your independent retailers? 

If you wish to return a Subpod item that you purchased through one of our retailers, you will need to contact them directly.

We do not accept returns on items that were not purchased directly from our online store.

Who pays for return shipping?

You now have the option to return your full price items back to us for FREE if you select our online store credit option when submitting your returns form.

Simply lodge your return using our returns form here, enter your email address used to place your order, select the eligible item(s) you wish to return and select the store credit option.

You will be emailed a pre-paid returns label to attach to your parcel which you can lodge at your nearest post office free of charge.

Your store credit will be processed within 4 business days after it arrives back to our warehouse.


Credit notes are valid for 12 months and will be issued as an online gift card.


You will be emailed a unique code to enter upon checkout.

Free return shipping is currently only available to the following regions:

  • Australia
  • Mainland USA
  • Europe
  • United Kingdom

Please note: Customers shopping from outside of these regions are required to pay for their return shipping costs.

What do I do if my item arrives damaged or faulty?

Unfortunately items are occasionally damaged in transit or faulty.

 

If an item arrives and the packaging or the item itself is clearly and significantly damaged/faulty, you should take photos or video showing the damage/fault, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

 

If you notice that an item is damaged/faulty after it has been delivered to you, please take photos or video clearly showing the damage/fault and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

 

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to:

 

  • - Suggest a self repair (with an offer of compensation to you)
  • - Offer a partial or full store credit voucher or refund
  • - Replace the product (subject to availability)
  • - Arrange for the product to be returned to us.

 

If we require you to return the product to us, we will pay the cost of the return.

What if my tracking number doesn't work?

If the tracking is not showing up anything, or is saying invalid please check again in 48hrs. It can take upto 48 hours for the tracking to update.

If the tracking still does not work after 48 hours then get in touch with us and we will investigate further.

Replacement Parts

In the unlikely event of a broken part, we carry parts in all of our local warehouses. Submit your enquiry below.

Can I change my return once it has been lodged?

Unfortunately, once a return has been lodged, we are unable to make any changes to it.

This includes changing your option from a refund to an online credit and vice versa.

If you simply wish to keep your items, please email our customer service team so we can close your return and refund you the returns label price if you were required to pay.

Can I apply my discount code after my order is processed?

If your discount does not apply at checkout, or if you forget to apply it- unfortunately we are unable to rectify this once the order has been placed. This includes adding the code once the order is lodged, or refunding for the amount of the discount. If you are having trouble with your discount code, please email one of our friendly team at: hello@subpod.com with the issue (before checkout) and they will help you out!

What do I do if I have recieved an incorrect item?

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

Can I cancel my order or remove an item from my order?

You may request to cancel an order or an item from your order up to 12hrs from placing the order.

After 12hrs your order may have reached the dispatch processing stage, cancellations may not be possible.

Quality Guarantee

I'd like to submit a claim for a damaged or defective item.

Can discount codes be used on sale products?

Discount codes are not valid on already reduced items.

How do I track my package?

You will receive a shipping confirmation from us when your order has been dispatched from our warehouse, and a second email with your Tracking Number once the package has been processed with the Courier Company.
If you have received notification from the courier company that your order has been delivered but you have not received it, we recommend first calling them directly to investigate further.

What is covered by your 2 year warranty?

Subpod Classic & Subpod Mini are both covered by a two year warranty. All other products apart from T-Shirts & Hats are covered by a one year warranty.

Do you deliver to PO boxes or parcel lockers?

No, we cannot deliver to PO boxes or Parcel Lockers.

How can I use a gift certificate/promo code?

After you have added all the items to your cart, please go to CHECKOUT. You will then have the option to add your discount code or promo code to your order. Please note, only one discount code can be redeemed per order.

What if I am missing an item from my order?

Our items ship out from multiple warehouses and this means different products may ship from different locations and may not arrive at the same time. Once an item has left our warehouse you will be sent a "shipped" email confirmation with tracking details. The email will specify which items have shipped and you will receive a separate email for items from multiple warehouses.

If the tracking for the missing items shows as delivered then please let us know within three business days which item is missing and we will further investigate this

Cancel or Change an Order

You may request to cancel an order or an item from your order up to 12hrs from placing the order.

Shipping Enquiry

View our shipping policy and submit a shipping enquiry.

Get in contact with Subpod

General Enquiry

For all general enquiries, please fill in the general enquiries form.

Media Enquiry

Subpod has been featured by Good Morning America, Forbes, WIRED and The Guardian – we'd love for you to share our story. Get in touch or download our Media Kit.

B2B Enquiry

Enquire about becoming an affiliate, dropshipper, distributor or about request bulk order pricing for your business.

Schools Enquiry

Subpod is the simple and teachable compost system. Our schools programme has grown to over 500 schools around the world.

Flat rate $10 shipping

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