Natural Treats - Fish Twisters
We ship globally! We endeavor to dispatch orders within 2 days from our Sydney warehouse. Most orders will be handled on the same day and picked up on the following business day.
Australia Customers
National Suburbs: We offer a flat rate shipping fee of $10 for all orders under $79, and free shipping for orders over $79, bulk items excepted.
New Zealand Customers
A $20 flat rate applies to all orders shipped to New Zealand.
Other International
Shipping fees for international orders are based on the total weight of your package.
| Weight | Shipping Fee |
|---|---|
| 0kg–0.25kg | $19.00 |
| 0.25kg–0.5kg | $25.00 |
| 0.5kg–1kg | $36.00 |
| 1kg–1.5kg | $47.00 |
| 1.5kg–2kg | $59.00 |
Please Note:
We use a combination of Australia Post and Sendle to ensure your order is delivered promptly and efficiently. Parcel locker not supported.
Shipping times may vary depending on your location and carrier used, but we do our best to ensure that your order is delivered as quickly as possible.
There may be the case that your parcel is dropped off at the nearby collection point. If you do not arrange for redelivery or pick up your parcel from the collection point, and the courier cannot reach you, the parcel may be sent back to us. Should this occur, we will contact you to organize another delivery. Please note that an additional charge of $25 each parcel will apply for this service. This fee includes the courier's charge for returning the parcel to us and the cost of shipping it to you again.
Alternatively, you can choose to receive a refund for the value of your order minus a $20 each parcel fee that we incur for the courier returning the package to us.
International customers are responsible for any additional customs duties, taxes or fees that may be imposed by your country. We cannot control or predict these fees, so we advise checking with your local customs office for more information.
We value your business and want you to be fully satisfied with your shopping experience. If you have any questions or concerns about shipping, please do not hesitate to contact us. Thank you for choosing our website, and we look forward to serving you soon.
EXCHANGES, RETURNS & REFUND POLICY
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
You’re entitled to a exchange or credit within 5 days of receiving the product under the following circumstances:
1. The product is faulty.
2. Wrong items sent to you, product is different from what you have ordered.
Subject to the above circumstances, certain products are non-refundable due to hygiene and safety standards reasons. We will assess each claim and will process base on case by case basis.
- We do not accept exchanges or returns due to change of mind.
- We do not accept exchanges or returns due to damages by dog.
- We do not accept exchanges or returns on sale items and gift cards.
- We do not accept exchanges or returns perishable goods (such as treats), personal care goods (such as shampoo, paw balms).
- For exchanges and returns, please email sales@shortiefriends.com.au with your order number and reason for returning your item.
- For fragile items such as glassware, it is the Buyer's responsibility to carefully pack the item to ensure the product is not damaged in transit. Unfortunately, damaged goods received by us will not be able to be refunded. ( Even if they are damaged during delivery from you back to us.)
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will not accept refunds for product damaged by your dog or product is no longer in original condition.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
We are not liable for shipping, exchange and refund fees if shipping address is submitted incorrectly when placing an order.