Shipping Policy Orders are shipped from the Mornington Peninsula, VIC within 1–2 business days. Australian delivery times: Standard 3–8 business days, Express 1–3 business days. International delivery times vary by destination:
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New Zealand: 5–10 business days
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USA & Canada: 7–15 business days
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UK & Europe: 7–18 business days
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Asia Pacific: 5–12 business days Shipping delays may occur due to customs or carrier disruptions. International customers are responsible for any customs duties, taxes, or import fees. Tracking is provided for all orders.
Returns and Exchanges Returns and exchanges are accepted within 30 days of delivery. Items must be unused, in original condition, and with all tags/packaging intact. To request a return, contact hello@exploringpaws.com.au with your order number and photos if relevant. Customers are responsible for return postage. For exchanges, we cover the cost of sending the replacement item. International customers are responsible for all return shipping costs. We cannot accept returns on used items, items with wear/fur/dirt/odour, or sale items unless faulty.
Refund Policy Refunds are issued once returned items are received and inspected. Refunds are processed to the original payment method within 3–7 business days. Refunds are not available for change of mind on used items, items returned in non‑resellable condition, or shipping costs (unless the product is faulty).
Faulty or Damaged Items If an item arrives damaged or develops a fault, contact hello@exploringpaws.com.au with your order number, photos, and a description of the issue. We will repair, replace, or refund in accordance with Australian Consumer Law.
Order Changes and Cancellations Orders cannot be changed or cancelled once they have been shipped. Contact us as soon as possible if you need to update your order.
Contact Information For questions about shipping, returns, or refunds, contact hello@exploringpaws.com.au
