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SHIPPING & RETURNS

SHIPPING POLICY

At Petz Pal, we are dedicated to providing you with a seamless shopping experience, including reliable shipping options. Here's an outline of our shipping policy:

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Domestic Shipping (Australia):

  1. Shipping Partners: We exclusively partner with Australia Post for all our domestic shipments, ensuring efficient and secure deliveries.

  2. Shipping Zones: We ship our products to all locations within Australia, from major cities to remote areas.

  3. Processing Time: Orders are typically processed within 1-2 business days from the date of purchase.

  4. Shipping Time: The estimated delivery time varies based on your location and the shipping method chosen during checkout. Standard shipping usually takes 3-7 business days, while express options provide quicker delivery.

  5. Shipping Costs: Shipping costs are calculated during the checkout process based on the weight, dimensions, and destination of the package.

  6. Tracking: Once your order is shipped, you will receive a tracking number via email, allowing you to monitor the progress of your delivery.

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International Shipping:

  1. Shipping Partners: We collaborate with reputable international shipping partners to ensure safe and timely deliveries worldwide.

  2. Shipping Destinations: We offer international shipping to a range of countries. Please refer to our checkout page to see if we ship to your location.

  3. Processing Time: International orders are usually processed within 2-3 business days from the date of purchase.

  4. Shipping Time: Delivery times for international orders vary based on the destination country, local customs procedures, and chosen shipping method. Standard international shipping may take 7-21 business days, while expedited options are available for quicker delivery.

  5. Shipping Costs: Shipping costs are determined by the weight, dimensions, and destination of the package. These costs will be displayed during the checkout process.

  6. Customs and Duties: Please note that international orders may be subject to customs fees, taxes, and import duties imposed by the destination country. These charges are the responsibility of the recipient and are not included in the product or shipping costs.

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Order Tracking:

You will receive a tracking number for all shipments, allowing you to monitor your order's journey from our warehouse to your doorstep. Tracking information will be provided via email.

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Please be aware that while we strive to meet the estimated delivery times, unexpected delays due to factors such as weather, customs, or peak shipping seasons may occur. We appreciate your understanding in such cases.

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For any inquiries regarding shipping, tracking, or special requests, our customer care team is here to assist you. Feel free to contact us at [customer care email/phone number].

Thank you for choosing Petz Pal. We're committed to delivering quality products to your doorstep, no matter where you are.

RETURN & EXCHANGE POLICY

Your satisfaction is our priority at Petz Pal. We understand that sometimes, products may need to be returned or exchanged. Here's a clear overview of our policy:

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30-Day Exchange Policy:

If you're not completely satisfied with your purchase, we offer a 30-day window for exchanges. Here's how it works:

  1. Eligibility: To be eligible for an exchange, the item must be unused, in its original packaging, and in the same condition as received.

  2. Exchange Process: If you'd like to exchange a product, please contact our customer care team within 30 days of receiving your order. Provide details about the item you wish to exchange and the new item you'd like in exchange.

  3. Return Shipping: The cost of shipping the item back to us for exchange will be covered by the customer.

  4. Product Availability: Exchanges are subject to product availability. If the requested replacement item is unavailable, we will offer a suitable alternative or process a refund.

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Full Refund for Damaged Items:

We take great care in packaging our products, but if an item arrives damaged, we offer a full refund. Here's how:

  1. Damaged Products: If you receive a damaged or defective item, please contact us immediately, preferably within 7 days of receiving the order.

  2. Refund Process: Provide clear photos of the damaged item and packaging. Once verified, we will initiate a full refund for the cost of the item, including any applicable shipping charges.

  3. Return Shipping: In the case of damaged items, we will cover the cost of return shipping.

 

Exceptions:

Please note that certain items, such as personalised products or items on clearance, may not be eligible for returns or exchanges unless they are damaged or defective.

 

How to Initiate a Return, Exchange, or Refund:

To start the return, exchange, or refund process, please contact our customer care team at info@petzpal.com.au. Our team will guide you through the steps and provide you with the necessary instructions.

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We appreciate your understanding and cooperation in adhering to our return and exchange policy. Your satisfaction is important to us, and we're here to assist you throughout the process.

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Thank you for choosing Petz Pal for your pet's needs. We look forward to serving you with the best in pet care.

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