Shipping policy

Thank you for visiting and shopping at Fluffy Friends Dog Treats. The following information sets out the terms and conditions that constitute our Shipping Policy. We ship all our orders from Sydney by Australia Post.

1. Processing your Order
An email confirmation is sent to your e-mail address after placing your order. Please keep this email as proof of your purchase.

2. Shipment Processing Time
Processing time refers to the time it takes for us to prepare your order for shipping.
After your payment is authorised and verified, all orders are processed within 2 business days. We will contact you if, for some reason, there are any delays.
However, some orders may ship within the same day and some may take up to 7 business days.

3. Shipment Locations
 3.1 Domestic and International
Fluffy Friends Dog Treats ships domestically as well as internationally. If you have a question about domestic or international deliveries, please contact us at fluffyfriends2229@gmail.com.

4. Shipment rates and delivery estimates
We endeavor to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfil your order. Once we have dispatched your order to Australia Post, the delivery process is out of our control.
(a) Express Shipping
Domestic orders will arrive within 1-2 business days or as Australia Posts Schedule.
Domestic Express Shipping costs $15.
(b) Standard Shipping
Domestic orders will arrive within 5 business days or as Australia Posts schedule for your area.
Domestic Standard Shipping costs will be a flat rate of $10.
(c) Please note:
(i) Business day means Monday to Friday, except holidays.
(ii) Orders are not shipped or delivered on weekends or holidays.
(iii) Date of delivery may vary due to Australia Post shipping practices, delivery location, method of delivery, and the items ordered.
(iv) Products may be delivered in separate shipments.
(v) We will not be responsible for wrong shipping address if you provide incorrect information.
(vi) In-store pickup dates vary based on product availability.

5. Tracking Options
Fluffy Friends Dog Treats aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.
5.1 Domestic and International
All orders delivered within Australia automatically have tracking.
International orders are sent with Australia Post. This service comes with tracking and your tracking number will be sent to you once it has been posted. If we are requested to make alternative shipping arrangements we cannot guarantee tracking and will not be responsible for the delivery of orders sent internationally.

6. International Customs, Duties and Taxes
All orders shipping to a destination outside of Australia are subject to the import duties, fees, and taxes of the destination country. Delays in delivery may occur if your package is randomly selected by your country’s Customs Department. Fluffy Friends Dog Treats is not responsible for any possible customs and taxes applied to your order. We have no control over the process or additional charges associated with the delivery and importation of your order (package) into your country. We do not benefit in anyway from these chargers and we work very closely with our brokers and carriers to ensure as few delays as possible. All fees imposed during or after shipping are the responsibility of the customer. You agree that you are responsible for any duty, taxes, and custom requirements or other like taxes, fees, levies, costs or expenses associated with importing products you purchase from us and shipping them internationally.

7. Damages
If there is any damage email us at fluffyfriends2229@gmail and we will make an assessment and offer a refund if applicable.
Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
We will replace it with an equivalent product, or to refund it, provided that you have contacted us within 7 days from the date of receiving the product.
It is standard that the packaging might be damaged due to this being a natural treat - this is not considered a defect.

8. Missing or Lost Package
There are several reasons why a package gets lost or becomes a deliver exception. We’ve found that, more often than not, the package is either in the building or with a neighbour. Fluffy Friends Dog Treats politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't located your order, please contact us at fluffyfriends2229@gmail.com to report missing or lost packages.

9. Questions
If you have any questions about the delivery and shipment of your order, please see our FAQ, or contact us at fluffyfriends2229@gmail.com.