Policies & Returns
Shipping
Please note, the shipping company we use can not ship to PO Boxes or express post. We will ship with Australia Post if you choose express shipping.
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Returns Policy
At Aussie Paws Co., we aim to produce high quality products that our customers will love. We understand that at times you may need to return your items due to incorrect sizing and have outlined our returns policy below:
- Item(s) must be returned within 30 days of ordering the item.
- Item(s) must be returned in original condition with tags attached and unworn.
- Aussie Paws Co. does not fund the cost of returns. Please contact us, package the item for a return and post to our mailing address. Please also consider tracking your order as we will not be responsible for lost item(s) and cannot complete the refund if item(s) are not returned.
- Returned items must meet returns standards as outlined above before receiving your refund. You will be notified of your refund via email.
- Due to the uniqueness of personalised items, we cannot accept returns of the pet tags. Please contact us if you have any concerns with the tag and we will endeavour to assist you.
Please contact our customer service team at aussiepawscompany@gmail.com to start the returns process or with any queries. Please note that refund times may vary depending on your bank.
How to return an item:
Contact us with your order number and the item you want to return within 30 days of purchase. We will provide you with the returns address via email. Package and post the item back in its original packaging with a carrier of your choice. (Note: You are responsible for the cost of shipping the item back to Aussie Paws Co. as outlined in our returns policy). Make sure to get a tracking number for your package to ensure the item doesn’t get lost. (Note: a refund will only be provided if the item is received/returned). Once item is returned it will be reviewed against the returns standards as outlined above. Once satisfactory you will receive an email of confirmation of your refund. Please wait for your refund. (Note: refund times may vary depending on your bank).
International Buyers:
Please be aware of any import fees, duties, taxes or VAT that may be applicable in your country. These charges are not included in the sales cost or shipping and are the responsbility of the purchaser.
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Faulty Goods Policy
What happens if your item is faulty?
At Aussie Paws Co., we are proud to offer high quality items and have taken care in sourcing our products. But we are still human. If your item is faulty please reach out to us as soon as possible so we can help resolve this for you - aussiepawscompany@gmail.com.
Items that require a bit more care have been outlined in their product descriptions. Please follow care instructions to maintain your products and get the best use out of them. Any item that has been chewed or damaged by your dog is not covered under our returns policy. Items that have been damaged by water are not covered under our returns policy.
Questions?
If we haven’t been able to answer your question or concern, we want to hear from you:
Please also contact us with any feedback or requests as we enjoy knowing what you think we are doing well and what you’d like to see at Aussie Paws Co. Thank you for supporting our small business!