Frequently Asked Questions
Q. Where can I purchase Sorbies?
A: Sorbies products are available through Kmart, Independent Supermarkets, selected pharmacies and direct through this website.
Q: There are 7 Night nappies and 17 Day nappies, does this mean I'm suppose to change my baby 2.4 times a day?
A: No. The ratio is not a guide of how many times a day you should be changing your baby. In actual fact we have put more night nappies in because we understand that sometimes you need a more absorbent nappy during the day, for example on a long car trip, or there are occasions when the night nappy will be changed more than once.
As we do not currently sell night nappies separately we have tried to include extra night nappies to provide enough nappies of each kind to cater for the majority of children’s requirements.
As we do not currently sell night nappies separately we have tried to include extra night nappies to provide enough nappies of each kind to cater for the majority of children’s requirements.
Q: The night nappy doesn't feel thicker, how is it different?
A: The night nappy might not feel thicker but they have up to 20% more microscopic Sorbie BeadsTM added for extra absorption. The night nappy also includes a thin full length dispersion layer to help distribute liquids evenly from front to back, helping to prevent leakage.
Q: Can you flush Sorbies Thicks baby wipes?
A: No, like most baby wipes, due to the material the wipes are made from, they won't break down like regular toilet paper when flushed.
Q: Will the scented wipes give my child a rash?
A: Under normal usage scented wipes do not cause a rash, but all children’s skin is different
Sorbies Thicks are available in scented and unscented varieties, if your child is prone to getting rashes or if you are concerned we suggest that you use the unscented range.
Q: I own a business that sells baby products and I am interested in ranging Sorbies products.
A: We would love to hear from you, please fill out the online contact form or call our call center on 1800 188 201.
Q: Who owns Sorbies?
A: Sorbies Pty Ltd is an Australian Owned company established in 2007.
Q: How do I register?
A: Register your details by clicking the subscribe button. You will be required to give the following information;
Title
First name
Surname
Home Address (please note for delivery purposes – PO boxes cannot be accepted as we do not use Australia Post for our deliveries)
Primary contact number
Email address (this will be your username)
For privacy reasons, your details are not passed onto a third party. To view Sorbies full privacy policy click here.
Title
First name
Surname
Home Address (please note for delivery purposes – PO boxes cannot be accepted as we do not use Australia Post for our deliveries)
Primary contact number
Email address (this will be your username)
For privacy reasons, your details are not passed onto a third party. To view Sorbies full privacy policy click here.
Q. What size is best for my baby?
A.Sorbies have specially marked weight categories, these can be used as a guide to find the correct fitting nappy.
If your baby is, for example 10 Kgs, which fits into both the Crawler and Toddler weight range, we recommend you choose the bigger size unless your baby is particularly small around the hips.
If your baby is, for example 10 Kgs, which fits into both the Crawler and Toddler weight range, we recommend you choose the bigger size unless your baby is particularly small around the hips.
Q. I haven't tried Sorbies before, so I'm a bit hesitant to buy them in bulk.
Q. How do I send my order to a different address?
A. When you reach the checkout phase of your transaction, you can choose an alternative delivery address.
Q. How do I start shopping online?
A. You will be required to set up a username and password; from there you can click on 'Express Checkout ' and search for items you want to purchase. Once you have chosen your items, please proceed to the checkout.
Q. What products are available to buy Online?
A. Currently we are selling, Mega Boxes of nappies in the following sizes: Infant, Crawler, Toddler, Walker and Junior. Sorbies Thicks Baby Wipes are also available in Mega Boxes.
Q. How do I choose a delivery time?
A. Unfortunately you are not able to choose a delivery time. If you are unavailable on the first delivery they will leave a card for you to contact them to arrange an alternative delivery day. You can request morning or afternoon, however a specific time cannot be guaranteed.
Q. What did I order last time?
A. You can view your Order History by visiting the ‘My Profile’ page once you have logged in.
Q. I am a business with a registered ABN, can I set up an account with Sorbies online?
A. Not at this stage, however, we are working on it. If you would like to talk to Sorbies regarding future prospects please contact us on 1800 188 201.
Q. How do I checkout?
A. After selecting the items you wish to purchase, click on the 'checkout' button or 'shopping cart' button to process payment and complete your order.
Q. What methods of payment do you accept?
A. Visa and MasterCard only.
Q. Can I pay using another method?
A. Visa and MasterCard are our preferred method of payment. If Visa and MasterCard is not available to you and you would like to order Sorbies online, please contact us and we will try and arrange something, it may however take longer.
Q. How do I know if my order has gone through?
A. You will receive an email notification to your chosen email address. This email will be your receipt of payment.
Q. How do I obtain my receipt/tax invoice?
A. You will receive an email confirmation once you have successfully checked out. The e-mail will detail your order number, products purchased, quantities and prices. This will be your receipt of purchase/ tax invoice.
Q. Is your payment facility secure?
A. You can be self-assured when you’re shopping through Sorbies online.
Credit cards and details are not permanently stored on our transactional system. The card number is stored until the order process has been confirmed, after which time it is deleted from our system. As a result, you will need to enter your credit card number when you select online credit card payment for each new order.
Sorbies understands and shares your concerns about how personal information is collected, used and shared. We want to assure you that we will always handle your personal information securely and carefully. We will follow all relevant Australian privacy laws and make our staff aware of their requirements.
We use an industry standard 256-bit SSL encryption. Secure Socket Layer technology secures the transfer of sensitive data such as credit card information between a web browser and a server. The SSL Software locks all critical information passed from you to us, such as payment information, in an encrypted envelope, making it extremely difficult for this information to be accessed.
Credit cards and details are not permanently stored on our transactional system. The card number is stored until the order process has been confirmed, after which time it is deleted from our system. As a result, you will need to enter your credit card number when you select online credit card payment for each new order.
Sorbies understands and shares your concerns about how personal information is collected, used and shared. We want to assure you that we will always handle your personal information securely and carefully. We will follow all relevant Australian privacy laws and make our staff aware of their requirements.
We use an industry standard 256-bit SSL encryption. Secure Socket Layer technology secures the transfer of sensitive data such as credit card information between a web browser and a server. The SSL Software locks all critical information passed from you to us, such as payment information, in an encrypted envelope, making it extremely difficult for this information to be accessed.
Q. What about other Billing Inquiries?
A. If you have any questions about charges that appear on your account, contact Sorbies customer service on 1800 188 201.
Q. How do I change my order once I have checked out?
A. To change order after checkout please email us. If the order has not been dispatched from our warehouse we will be able to assist you. However, after dispatch (within 12 hours) your order will no longer be able to be changed.
Q. How do I cancel an order?
A. Orders can be cancelled at any time during the shopping process (before checking out).
Usually, there will be a 12 hour window where you are able to cancel the order before the goods are dispatched from our warehouse. After that period, the order cannot be cancelled.
To enquire about a cancellation please send us an email by clicking here or phone 1800 188 201.
Usually, there will be a 12 hour window where you are able to cancel the order before the goods are dispatched from our warehouse. After that period, the order cannot be cancelled.
To enquire about a cancellation please send us an email by clicking here or phone 1800 188 201.
Q. How do I return products?
A. Sorbies will accept product returns and provide you with a refund, or arrange for the item to be exchanged if it is faulty. By 'faulty', we mean that the item;
- Is not of merchantable quality or reasonably fit for the purposes for which it is designed or
- Deviates from its description in some significant way; or
- If the goods don’t match the description given when ordered.
Q. How do I change my delivery address?
A. You can change your delivery address by logging in and changing your details.
If you have already ordered and need to change the address of your order we may be able to help depending on the location of your order. Please contact us as soon as you become aware of an incorrect delivery address and we’ll help sort it out.
E mail or phone 1800 188 201.
If you have already ordered and need to change the address of your order we may be able to help depending on the location of your order. Please contact us as soon as you become aware of an incorrect delivery address and we’ll help sort it out.
E mail or phone 1800 188 201.
Q. Is there a minimum order amount?
A. No, there is no minimum order amount. For orders over $100 there is no charge for delivery for most areas.
However, orders under $100 will incur a $5 delivery charge Australia wide.
For detailed delivery pricing please see the delivery and returns policy.
If you are plan on placing a large order ($700+) please contact us and we can make further arrangements.
However, orders under $100 will incur a $5 delivery charge Australia wide.
For detailed delivery pricing please see the delivery and returns policy.
If you are plan on placing a large order ($700+) please contact us and we can make further arrangements.
Q. What happens if an item is out of stock?
A. We will try our best to keep the website updated on stock levels. We anticipate that we will be back in stock within a week.
If however, your order is out of stock or part-out of stock and you have already placed the order we will contact you and discuss how to proceed.
If however, your order is out of stock or part-out of stock and you have already placed the order we will contact you and discuss how to proceed.
Q. Can I organise an automatic reminder to re-order nappies?
A. No, but you are able to view previous orders and save an order to be reoccurring and will be available through My Profile page to view or amendment.
Q. I’m planning on making a bulk order can I get a bigger discount?
A. Send us an enquiry if you plan on ordering over $700 of stock and we can arrange a package deal for you.
Q. Does Sorbies delivery to my area?
A. Sorbies can deliver to almost all of Australia. However, far outback areas will be undeliverable. For a list of postcodes we cannot deliver to please see our Delivery and Returns policy.
Q. How long will it take to deliver my order?
A. Here is a breakdown by State (business days):
NSW; 1-3 days
NT; 5-10 days
QLD 1-5 days
SA; 1-5 days
TAS 2-10 days
VIC; 1-3; days
WA; 1-5 days
Please note, this is a guide. If you live in a rural area it generally takes a bit longer to deliver to with other services, it may take longer.
NSW; 1-3 days
NT; 5-10 days
QLD 1-5 days
SA; 1-5 days
TAS 2-10 days
VIC; 1-3; days
WA; 1-5 days
Please note, this is a guide. If you live in a rural area it generally takes a bit longer to deliver to with other services, it may take longer.
Q. What hours do you deliver?
A. We deliver Monday-Friday during business hours. If you are aware that nobody will be home during that time we advise you get your products delivered to your business address or a relatives.
Upon request we can leave the goods on your doorstep or in an unlocked garage, however Sorbies takes no responsibility for lost or stolen goods in that circumstance.
Upon request we can leave the goods on your doorstep or in an unlocked garage, however Sorbies takes no responsibility for lost or stolen goods in that circumstance.
Q. How do you deliver?
A. We use a company called Hunter Express.
Each order is traceable. If you are keen to know the status of your order we can provide you a tracking number on your request.
Each order is traceable. If you are keen to know the status of your order we can provide you a tracking number on your request.
Q. What happens if nobody is home when the goods area received?
A. If no one is home when the package is delivered the driver will leave a card at your nominated address informing you of an attempted delivery and will include a number to call to rearrange redelivery*.
Q. Do you require signature on delivery?
A. Yes.
Upon request we can leave the goods on your doorstep or in an unlocked garage, however Sorbies takes no responsibility for lost or stolen goods in that circumstance.
Upon request we can leave the goods on your doorstep or in an unlocked garage, however Sorbies takes no responsibility for lost or stolen goods in that circumstance.
Q. What happens if my delivery is late?
A. If you have any concerns about your delivery please contact us and we can track the status of your order.
Q. What should I do if any items are missing or my order is incorrect?
A. Please contact us, on 1800 188 201.
Q. What should I do if the goods I receive are damaged?
A. We will try our best to handle your goods with a high standard of care to ensure this does not happen.
If, in the rare case your goods arrive damaged and the nappies are considered unusable, please contact us on 1800 188 201.
If, in the rare case your goods arrive damaged and the nappies are considered unusable, please contact us on 1800 188 201.
Q. I have given the wrong delivery address, how can I change this?
A. If you have already ordered and need to change the address of your order we may be able to help depending on the location of your order. Please contact us as soon as you become aware of an incorrect delivery address and we’ll help sort it out.
Email by or phone 1800 188 201.
Email by or phone 1800 188 201.
Q. What is your returns policy?
A. Sorbies will accept product returns and provide you with a refund, or arrange for the item to be exchanged if it is faulty. By 'faulty', we mean that the item;
- Is not of merchantable quality or reasonably fit for the purposes for which it is designed or
- Deviates from its description in some significant way; or
- If the goods don’t do the job the customer was led to believe they would do.
- If the goods don’t match the description given when ordered.
Q. How can I update my details?
A. Login into “My Profile Page” and click Update My Details
Q. I have forgotten my password, what can I do?
A. Go on to website and follow the ?Forgot Password? prompt.
Q. Other Enquiries