For all returns and exchanges, we are now directing all our customers to our returns portal. It's a faster and more efficient way to streamline the returns and exchanges process. If you have any questions at all, please email us at firstname.lastname@example.org.
Click this link to head to our Returns Portal!
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
To start a return, just head to our returns portal. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You are eligible for a return if you adhere to the following requirements:
• Have not been used or worn
• Have no pulled threads
• Are not soiled or damaged, or absorbed dog smells
• Have its original tags attached
• Are returned in their original undamaged packaging
• Were not received as a prior exchange
• Pet Toys are not returnable
Please Note: All returns postage is to be paid by the customer
You can always contact us for any return question at email@example.com.
Please note that refunds will strictly only be provided for items assessed and deemed as faulty. A store credit or exchange will be offered in all other circumstances.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item on our returns portal.
WE DO NOT OFFER REFUNDS FOR CHANGE OF MIND OR DISCOUNTED OR SALE ITEMS. We do not refund if a item does not fit your pet. We have provided as accurate as possible sizing information to assist you in acquiring the most appropriate size. For this reason, we cannot accept responsibility if your item does not fit your pet. We are happy to provide a store credit.
We are unable to cancel orders, once shipped or lodged with Australia Post. If a refund is requested, items will be refunded minus your original shipping costs. Please note: This includes in the case of free shipping being offered on your order.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.