Return & Exchange Policy
We do understand that sometimes your pets may be a little bigger or smaller than you measure, that’s why we will exchange you goods if another size is needed. If you are not satisfied with your purchase, please notify us via email at info@mypetswardrobe.com.au for an exchange within 7 days of receiving your order. We will accept exchanges of most items with some minor exceptions/exclusions.
Please read all size charts for every single product for the best fit. If you need assistance about sizing, contact us prior to purchase at info@mypetswardrobe.com.au for assistance. Keep in mind there are no standard sizing for specific breeds, all dogs in the same breed will have different measurements. There is no such thing as a specific size for a certain weight as a skinny 5kg dog will wear a different size than a thicker 5kg dog.
Items not eligible for exchange/returns: sale/clearance items, special ordered items, anything we deem unhygienic for return and resale including but not limited to pet toys, dog food/water bowls, grooming products, dog carriers, pet beds, and doggie blankets. Due to industry health regulations, these items are final sale and are not returnable, no exceptions.
Please ensure that purchased goods are returned to My Pets Wardrobe and provide the following:
- The goods are returned to My Pets Wardrobe within 14 days of their delivery date from My Pets Wardrobe.
- All original packaging is intact and unopened, and the product has not been used.
- Product is free of odour, stains, pet hair and is in a unwashed resellable condition.
* Please note: Postage and handling costs from the original purchase will not be refunded. The above does not apply for any products not normally stocked by My Pets Wardrobe.
Items returned will be given a size exchange or store credit minus any actual shipping charges incurred. Items must be returned to us within 14 days of receiving the order, no exceptions, sorry we cannot accept returns that are months old. You have 7 days to email us about a return/exchange and it must be postmarked within 14 days of delivery confirmation. Where another size is not available we will exchange goods with another of equal value or credit you with a store credit, minus postage and handling costs.
"Cash on delivery" or "Postage Due" items are never accepted by My Pets Wardrobe.
Goods to Be Shipped Back to My Pets Wardrobe -
My Pets Wardrobe
PO Box 171
Morayfield, QLD, 4506
Once an order has been confirmed delivered to the customer, the items are the personal property of that customer. If it is your preference to return an item for exchange or store credit we suggest the package is sent with insurance and delivery confirmation for tracking purposes. All shipping fees are the responsibility of the customer.
Return Instructions:
2. Repack items in their original packaging, please include the packing slip that arrived with the products and a brief written description of your exchange/return request.
3. Please include $5.00 for return shipping OR you may include your own return paid postage. NOTE: if you use your own return postage, My Pets Wardrobe cannot be accountable for its whereabouts after it has been dispatched.
4. Ship item(s) in a sturdy envelope or padded box to the above mentioned address. NOTE: Missing tags or crumpled or damaged items will not be accepted. We highly encourage insuring your package.
When the products have been received by My Pets Wardrobe we will organize the exchange of your products and have them reposted out to you.
We recommend using a secure mail service that requires a signature on arrival. We are not responsible for items lost or damaged in transit. If we do not receive the products, it is still considered your property and a credit will not be issued. Please allow up to 5 days to process all returns and exchanges, excluding weekends and public holidays.
Items returned to us without prior notification or returns that do not comply with our return policy will not be accepted and will be returned to you at your shipping cost.
- Please do not contact us and ask for an exception to our return policy. Whether you read our return policy or not, once you have checked out, you have agreed to it. You are responsible for cost to reship items back to us for a return or exchange. Returns will be at our sole discretion and we reserve the right to make a final decision about the condition of all items returned to us.
- You are held responsible for any damage caused by your pet to products.
- Please return all items in the condition you would like to receive your items. You do not want to receive the above pet products used, so please respect our return policy. .
Defective Product
You must notify us of any defects within 48 hours of delivery for us to consider an exchange of defects. Anything beyond the 48 hour time frame will be considered usual wear and tear and we ask that you contact the manufacturer directly and handle the exchange with them directly. If we find that a return was due to misuse, we will not be responsible for replacement. If your pet chews through clothing, harness, toys, beds, carriers, collars, etc, it is considered normal wear and tear.
If a product is considered to be defective the customer must send back the item to us at My Pets Wardrobe, at their cost. Upon arrival My Pets Wardrobe will inspect the product and will determine whether or not the product is deemed to be defective. If a product is defective My Pets Wardrobe will reimburse the customer for returned postage fee. Only standard economy Australia Post shipping costs will be refunded. If another means of shipping is chosen by the customer, the costs will not be refunded. "Cash on delivery" or "Postage Due" items are never accepted by My Pets Wardrobe.
If the product is unable to be exchanged for another product, the customer will be given the choice of having the item and appropriate shipment costs refunded. All monetary refunds will be made by Direct Bank Deposit, if items have been purchased with a voucher, the money will be credited back to the voucher.
Refund Policy
Please choose carefully. We do not give out refunds if you simply change your mind or make a wrong selection. You may exchange where the goods are the wrong size.
Please notify us if your order is incorrect within 24hrs of receiving it. If an incorrect item is sent – My Pets Wardrobe will cover costs of return and resending. Although, in the case of the customer making a wrong sizing selection, they must cover the costs of returning and resending the order.
If you have made a wrong sizing selection please contact us via email: info@mypetswardrobe.com.au or by telephone: 0416220438 to arrange an exchange.
THERE ARE NO REFUNDS OR EXCHANGES GIVEN ON CLEARANCE OR SALE STOCK, ALL SALES ARE FINAL.
Special Orders - we are happy to source new products for the customer but cannot crediet or exchange unwanted items.
We encourage you read all relevant product descriptions, size charts, and always measure your pet accurately before you make a purchase. Please do not assume your pet is the same size in every product, always look at the size chart we provide for each individual product as products come from different manufacturers with different sizing. There is no such thing as a standard size when it comes to dog clothing. If you are buying a gift, as the pet owners their sizes (neck, chest, length). Puppies will outgrow clothing and apparel, so please take this into consideration prior to making a purchase.
Shipping Policy
Postage Method:
We use two different postage methods;
- Regular Parcel Post
- Express Parcel Post
Estimated delivery times are calculated at the checkout. For Regular Parcel Post delivery shipping costs are $5.00 for under 500grams or $11.00 for under 3kg. For Express Parcel Post delivery shipping costs are $9.00 for under 500grams or $15.00 for under 3kg. Orders exceeding 3kg will have a quote sent to the customer upon placing the order.
At the checkout our ordering system automatically calculates your weights and lets you know your shipping cost before you go through the final payment. This cost includes both a postage and handling fee. Discounts may apply if more than one item is purchased at one time.
Orders are generally dispatched within 1-2 working days of receipt, sometimes even same day. We will contact you if there is a delay. Express orders are processed and dispatched on the same day as the order is made.
Orders processed will ship Monday – Friday, excluding major holidays and weekends. All orders are process by 3:00pm, Express orders made after this time cannot be guaranteed next day delivery.
Out of stock or special order items may take anywhere between 5-30 days to ship so please keep this in mind before placing an order.
If you need a product by a specific date or sooner, please contact us via e-mail so that we can confirm that we will be able to accommodate your request. We do offer next day shipment on all items in stock so please contact us to arrange this. We will do our best to accommodate your circumstance if possible.
Once you place an order, it make take anywhere from 1-5 business days of transit time for orders shipped in Australia, depending on ship to address and the shipping method you select during checkout. We are located in Queensland, just north of Brisbane so shipments made may take a little longer than others depending on your location.
Once we hand a package to our mail couriers, we have no control over delivery times, dates, or any delays that may occur. Therefore we are not liable for any delayed packages. We cannot guarantee postage times at any time. We can only estimate based on the information provided to us by Australia Post.
Please note: Should your items be returned to us as a result of incorrect or incomplete address details from you, you will have to pay the postage fee again to have your items delivered. Please ensure that you enter the correct details.
Overseas Customers:
Please contact us at info@mypetswardrobe.com.au for a quote on postage to your country. We offer regular Airmail, Registered Post and an Express service to our overseas customers.
We can only ship to billing address for all international orders. Orders shipped to international addresses will be at the buyer’s discretion. We cannot be responsible for lost or missing shipments to international addresses, so please purchase at your discretion. Customer will be responsible for any additional cost for customs, import or duty fees assessed by your country.
Order Processing:
We stock about 80% of items listed on our online pet boutique. Occasionally, we may run out of inventory on products, may need to special order items as a purchase is made, or ship items to you directly from product manufacturers. Please review individual items for product availability and approximate shipping times.
Delivery:
We use the Australia Post network to ship all of our orders. Regualr Parcel Post may take anywhere from 2-7 business days to reach you. Express Parcel Post is shipped same day and will take 1-2 days to reach you depending on where you are located within Australia.
We reserve the right, at our sole discretion to add/change/remove any or all parts of this policy at any time and these changes will be effective upon posting on our website. By purchasing items from our online pet store, you understand and agree to be bound by our terms of sale, privacy policy, shipping and return policy and by all other provisions as stated throughout our website. Shipping rates and times may change at any given time as dictated by actual shipping costs assessed by mail couriers.
Questions? Contact us any time via e-mail, we are here to assist you!
