Shipping and Returns

SHIPPING RATES

Shipping costs are calculated at checkout based on your location and order size. You can view the shipping price at checkout without processing payment.

We ship to most locations across Australia. If your address isn’t available at checkout, please reach out, and we’ll do our best to assist you!

DELIVERY TIMES

From our happy warehouse to your doorstep, we aim to deliver swiftly!

Domestic (Australia): Estimated delivery times vary depending on your location. Please check our website for local delivery estimates.

Packing & Shipping Times: We do our best to pack and dispatch your order as soon as possible. Once it’s ready, you’ll receive a shipping confirmation with tracking details. All parcels are shipped using reliable delivery partners.

Rural and remote locations may experience slightly longer shipping times. While express shipping is available, it does not push your order to the front of the queue—we pack orders in the order they are received.

LOCAL PICK-UPS

At this time, we do not offer local pickup. All orders will be shipped directly to the address provided at checkout.

Order Emails & Confirmations

Once you place an order, you’ll receive a confirmation email. If you don’t see it, please check your spam/junk folders, ensure your inbox isn’t full, and double-check that you entered your email correctly.

MISSING ITEMS / DAMAGED ITEMS

Before reaching out, please check your parcel thoroughly. If you notice any missing or damaged items, contact us within 7 days of delivery with your order number and details. We’ll investigate and sort it out for you.

Please Note: We are not responsible for lost or missing parcels. Ensure your shipping details are entered accurately at checkout.

RETURN POLICY

We want you to be thrilled with your purchase! If things don’t go to plan, you have 30 days from delivery to start the return process. If you changed your mind or are not feeling satisfied, don't worry! Just get in touch, and we’ll help you sort it out.

The Nitty-Gritty – Terms:
- Timing: Start your return within 30 days of receiving your order.
- Condition: Items must be in their original, unused state, with all packaging intact.
- Approval First: Contact our customer service team before sending anything back to get approval for your return.

Not-So-Returnable (or Refundable) Items

Some items may be final sale and not eligible for return, such as free gifts or promotional items.

HOW TO RETURN

Email us via the contact form with your order number, the items you’re returning, and why. Once we have approved your return, we’ll provide you with specific return instructions.

Important Info: Return shipping costs for change of mind will be your responsibility. We recommend using tracking for returns as we can’t process refunds for lost or damaged return parcels. Refunds cover the cost of returned items only; shipping charges are non-refundable.

Once we receive and inspect your return, we will notify you of the status of your refund.

INCORRECT OR FAULTY ITEMS

If something’s not quite right when your order arrives, let us know! Take clear photos of the item and packaging, and email us within 7 days of receiving your order with your order number and details. We'll assess the situation and resolve it as quickly as possible.

Please Note: Damage from excessive use or not following care instructions will not be considered a fault.

WHAT IF MY PARCEL GOES MISSING?

If your order hasn’t arrived or tracking isn’t updating, email us! We’ll provide assistance to help track it down. However, please note that customers are responsible for entering their shipping details correctly. If you update your address during transit with the shipping provider, we cannot take responsibility for any losses or theft.

Orders Marked as Return to Sender (RTS)

If your order is returned to us because of incorrect or incomplete addresses or if customs duties weren’t paid in time, we may deduct a restocking fee from your refund. Please double-check your address at checkout and keep an eye on your tracking updates.

ORDER CANCELLATION POLICY 

Changed your mind? No worries! For cancellations made before dispatch, please contact us ASAP after placing your order so we can help you. If the order has already been packed, we won’t be able to make any changes.

Thank you for choosing The Happy and Puppy Co! We’re excited to serve you and your furry friends