$2.95 Flat rate shipping throughout Australia - Please note many shipping times are delayed due to Covid-19

Shipping/Refund Policy

Shipping
General shipping will be charged at a flat rate throughout Australia of $2.95.
Please allow up to 20 days for processing and shipping to Australia and the United States (or 35 days for rest of the world).
We collaborate with a network of providers and distributors in Australia and around the world so your package may be delivered from a range of countries including but not limited to Australia, China, Hong Kong, Spain and U.S.A.

Processing time
As soon as we receive your payment, we immediately dispatch your order to our suppliers for order verification, tailoring, quality check and packaging which can take an additional 1-4 days.

Shipping time
This refers to the time it takes for items to be shipped from our warehouse to the destination. For Australia-based deliveries we use ePacket which is an Australian postal service product and typically takes 7-14 days. For other international deliveries the shipping time may vary.

Returns 
Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items: 
- Gift cards
- Downloadable software products
- Some health and personal care items

To complete your return, we require a receipt or proof of purchase. 
Please do not send your purchase back to the manufacturer. 

There are certain situations where only partial refunds are granted (if applicable) 
- Book with obvious signs of use 
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 30 days after delivery 

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 days (may be increased due to bank processing time). 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account and contact your bank or credit card company, it may take some time before your refund is officially posted.
If you’ve done this and you still have not received your refund or any advice from your bank or credit card company, please contact us at service@thepetsuppy.com.au 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at service@thepetsuppy.com.au, we will then send you further instructions and a return address. 

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the refund will be sent to the original purchaser. 

Shipping 
To return your product, you should mail it in suitable packaging to: St Clair SA 5011, Australia (complete address will be provided upon contact).

For change of mind refunds you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund.

Where an item is defective or incorrect you will be reimbursed for the return shipping charge - please contact us PRIOR to returning the item to discuss and confirm the arrangement.

If you are returning an expensive item, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.