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Return Policy

Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.

Perishable goods such as food and treats cannot be returned.

To complete your return, please contact us with the order ID which you receive after placing your order.

Please do not send your purchase back to the manufacturer.

Exact steps

  • Contact us with the order ID, the item(s) you want to return and the reason for returning.
  • We will inform you of the closest return address depending on your location.
  • Send the item(s) back to the return address given.
  • We receive and inspect the item(s).
  • We will email you on the outcome. If approved, the next step will be one of the following:
    • Exchange
      • We will refund the return shipping cost and send your exchange according to our shipping terms.
      • You receive your exchanged item(s) and refund of the shipping cost 👍
    • Refund
      • We will process the refund to your original method of payment within 2 business days.
      • You receive the refund after it is cleared by your bank/credit card 👍

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 2 business days.

Please refer to our refund policy for more details.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us with the order ID.
You will need to pay for the return shipping first and we will refund it to you when we receive the item(s).

Shipping

Before sending your product, please contact us with the order ID so we can direct you to the closest return address.

Our main AU warehouse is Lot 23 Hollinsworth Rd Marsden Park NSW 2765
Our main US warehouse is 9455 NE Alderwood Rd Portland, Oregon 97252

If your item(s) is defective, we will refund you the shipping costs for returning the item(s). In this case, please use the standard shipping method only.

For other reasons, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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