SHIPPING & RETURNS
RETURN AND REFUND POLICY
If any purchase falls below your expectations, we are here to help. Please return your merchandise to us, in its original and unused condition, within 14 days of receipt for a refund or exchange. We cannot honour exchanges or provide refunds for any merchandise that is sent back to us postmarked after 14 days (commences from the date you received your order). We encourage you to measure your pet as accurately as possible to avoid returns. We are unfortunately unable to reimburse postage costs.
Our apologies, but we cannot accept returns or exchanges for items that have been used, are not in original new condition or have been personalised. We are not responsible for any damage that is caused by your pet to the merchandise. We are not able to accept returns where postage payment is due. We do not reimburse postage charges.
CANCELLATIONS / CHANGES
We strive to process and send all orders as promptly as possible. If your order has not yet been shipped, you may cancel or revise your order. Please email your request to – firstname.lastname@example.org. Please do include your name, address and order number. Apologies, but we cannot be responsible for postage costs for any orders that cannot be cancelled before they are sent (once they have commenced the shipping process).
In the event your order does not arrive within the appropriate delivery frame, please contact us. Please do allow at least 7 days for your order to reach you. You are required to notify us of a missing parcel within 30 days of your order so that we may begin an enquiry. We cannot be held responsible for failed deliveries that are not brought to our attention within this time frame.
If you require an order to reach you very swiftly, we will do our best to accommodate this. Please email your order request to us at email@example.com. Please include your name and telephone number so we may contact you. Express orders will incur an additional fee. This will be provided at the time of the order.
DAMAGED OR DEFECTIVE ITEMS
If you receive a damaged or defective order, please email us at firstname.lastname@example.org. Please include your name, phone number and order number. Also provide the details of the damaged item(s). We will be happy to correct the problem. Please do not ship back the item as a ‘return’ without prior authorisation from us as you will be held responsible for any damage.
Unfortunately we are unable to accept international orders at the present time.
NON-DELIVERABLE, REFUSED & UNCLAIMED ORDERS
If an order is returned, refused or unclaimed by the customer due to customer refusal, customer negligence / absence, or customer providing incorrect shipping information, the customer will be charged the appropriate shipping charges along with a 10% re-stocking fee. Please make sure that the shipping information on your order is correct and that someone will be available to receive your package. All orders that require re-shipping at the request of the customer, whether for returned, refused, unclaimed or undeliverable packages, will incur an additional re-shipping charge.