Shipping Policy

At Furry Tales, we are committed to delivering your eco-friendly pet products as efficiently and securely as possible. We understand the importance of timely delivery and strive to provide a smooth shipping experience for all our customers. This Shipping Policy outlines the terms and conditions related to the shipment of your orders, including delivery times, costs, and procedures for undeliverable packages. By placing an order with us, you agree to the terms set forth in this policy.

1. Delivery Timeframes

Delivery times for your order start only after your payment has been successfully processed and cleared. Once your payment has cleared, we typically dispatch your order from our warehouse within 1 to 2 working days. Please note that delivery times are estimates and can vary depending on your location and external factors beyond our control.

Estimated Delivery Times:

• Victoria: Approximately 3-8 working days.
• New South Wales (NSW), South Australia (SA), Australian Capital Territory (ACT), and Queensland (QLD): Approximately 5-10 working days.
• Western Australia (WA), Northern Territory (NT), and Tasmania (TAS): Approximately 7-14 working days.

Please be aware that these timeframes are estimates and not guarantees. While we work closely with our delivery partners to ensure timely deliveries, we cannot promise delivery on specific dates or times as this is subject to the carrier's schedule and any unforeseen delays.

2. Delivery Partners

We partner with reputable courier services such as Australia Post, Aramex, and Allied Express to deliver your orders safely and efficiently. The choice of courier may vary based on your location and the size of your order. Please note that the delivery partner will make every effort to deliver your order within the estimated timeframe, but delays may occur due to external factors such as weather conditions, public holidays, or high demand periods.

3. Undeliverable Packages

In the unlikely event that your parcel is returned to us as undeliverable, our customer service team will contact you via email to arrange for re-delivery. There are several reasons why a parcel may be deemed undeliverable:

• Inaccurate Address: If there are discrepancies or errors in the address provided during checkout and the parcel is returned to us, our customer care team will reach out to you to confirm the correct address. Please note that a re-delivery fee will be charged for any packages that need to be resent due to inaccurate address information.

• Unsuccessful Delivery Attempt: If no one is available to receive the parcel at the time of delivery, a notification will be left in your mailbox, instructing you to collect your parcel from the nearest post office if delivered by Australia Post. For deliveries by Aramex or Allied Express, arrangements will be made in advance to ensure delivery at a time convenient for you. If you are not present at the agreed-upon time, a re-delivery fee will apply.

• Rejected by Receiver: If you are sending a gift, please inform the recipient in advance to avoid parcel rejection. If the parcel is rejected and returned to us, a re-delivery fee will be charged for resending the item.

If you do not receive your parcel within the estimated delivery timeframe, we encourage you to contact our customer service team as soon as possible. We will work with the courier to track your parcel and resolve any issues promptly.

4. Ineligible Postcodes and Undeliverable Areas

We strive to deliver our products to as many locations as possible across Australia. However, there are certain remote or ineligible postcodes where delivery may not be available for all SKUs. If your order is to be delivered to a remote area, please contact our customer service team for more information before placing your order.

In cases where delivery is not available, we will cancel your order and issue a full refund. You will be notified via email if your order cannot be fulfilled due to delivery restrictions. Additionally, an extra shipping fee may be applied for certain supplier SKUs if the delivery can be arranged to remote areas.

5. International Shipping

At this time, Furry Tales does not offer international shipping. We only ship to addresses within Australia. We also do not deliver to P.O. boxes or APO/FPO addresses to ensure the safe and timely delivery of your orders.

6. Shipping Costs

Shipping costs are calculated based on the weight, dimensions, and destination of your order. These costs will be clearly displayed at checkout before you complete your purchase. Please note that shipping costs are non-refundable, except in cases where the item is faulty or incorrect, in which case we will cover the return shipping costs.

7. Pick-Up and Self-Arranged Couriers

To maintain efficiency in our distribution center and ensure that all orders are processed and dispatched in a timely manner, we do not offer pick-up services from our warehouse. Additionally, we do not accommodate self-arranged couriers. All orders must be shipped through our designated delivery partners.

8. Delays and Additional Information

While we make every effort to ensure that your order arrives within the estimated delivery timeframe, please understand that delays may occur due to circumstances beyond our control. Factors such as carrier delays, customs clearance (for applicable remote areas), or natural disasters can impact delivery times.

If your order has not arrived within ten business days of the estimated delivery time, please contact our customer service team at Email: support@furrytales.com.au We will assist you in tracking your order and resolving any issues.

9. Customer Service and Contact Information

At Furry Tales, we are committed to providing excellent customer service and ensuring that your shopping experience is smooth and hassle-free. If you have any questions or concerns about your order, delivery, or this Shipping Policy, please do not hesitate to contact our customer service team.

• Email: support@furrytales.com.au
• We are here to assist you and ensure that your Furry Tales experience is positive and satisfying.