Shipping Policy

 

SHIPPING & ORDER FULFILMENT POLICY

Once you have placed an order you will receive an order confirmation via the email you have provided upon checkout. Order fulfilment is done within 1-2 business days of order confirmation (excluding weekends and public holidays), however if there are any unforeseen delays it may take longer. Once the order has been fulfilled, you will receive notification and a tracking number via email. We currently use Australia Post as our postal carrier. Shipping times may vary depending on the carrier’s lead times. Potential delays may occur due to a high volume of orders or postal service issues that may arise out of our control. Any queries regarding delivery need to be directed to Australia Post, however we will aim to help wherever we can, if needed. Click the link here to see Australia Posts estimated delivery times.

DOMESTIC SHIPPING RATES & ESTIMATES

We currently ship to Australian addresses only. Shipping rates are displayed on checkout or as follows:

Standard Shipping within Australia is a flat rate of $9.00

Express Shipping within Australia is a flat rate of $12.00

For orders over $80 we offer free express shipping!

ORDER STATUS

Please allow 1-2 business days for your order to be fulfilled. When your order has been shipped you will receive notification via email. This will include a tracking number where you will be able to see the current status of your delivery. Please allow 24 - 48hrs for this information to update and become available. If you haven’t received your order within 14 business days of receiving your shipping confirmation email, please contact the shipping carrier or email us direct with your name and order number to admin@fortunatepaws.com and we will look into it for you.

REFUNDS & RETURNS

If you are unhappy with your purchase and would like to return it, please contact us on admin@fortunatepaws.com Customers are entitled to refund their items if they are unsatisfied. However, we do limit the number of refunds to one per customer per order.

Refund and return requests must be submitted within 30 days of buyer receiving order. We will deem whether it is appropriate for goods to be sent back to us. You shall be responsible for all costs incurred to send the items back.

For change of mind return/refund requests, goods must be in original, sealed packaging and returned to us with all costs incurred being your responsibility.

If you receive the product and it is damaged beyond use, we will replace or refund the item, however we do require proof, with photos of the damaged goods sent to admin@fortunatepaws.com

Refunds will be to the value of the individual item. Shipping fees are not included in the refund amount.

If you have not received your items, please advise within 60 days of order fulfillment. If you fail to notify us you haven't received your items, after this time has passed, it will be up to you to contact our shipping carrier and we will not provide a refund or resend items without proof.

For full refund policy click here.