Thank you for shopping at Petbuds! We are committed to providing you and your pets with quality products and excellent service. Please read our Shipping and Return Policy carefully.

1. Shipping Policy

• Order Processing: We aim to process and dispatch all orders within 1-3 business days of receiving full payment. Please note that processing times may be slightly longer during peak promotional periods or public holidays.

• Estimated Delivery Times:

  • Express Shipping for Smart Litter Box: Estimated delivery within 2-5 business days for most areas within Australia.
  • Standard Heavy Items Shipping for Smart Litter Box: Estimated delivery within 4-6 business days from the date of dispatch.
  • Standard Heavy Items Shipping for Other items: Estimated delivery within 7-12 business days from the date of order.
    
  • Standard small Items: Estimated delivery within 3-7 business days from the date of dispatch.
  • Please note: These are estimated delivery times. Actual delivery times may vary depending on your location, courier network capacity, and other unforeseen circumstances beyond our control. Deliveries to remote areas may take longer.
  • Pick-up service available in the Perth and Melbourne areas. Please contact customer service to confirm stock. 

   

• Shipping Costs: Shipping costs are calculated at checkout based on the total weight of your order, the type of items, and your delivery address. Any applicable shipping charges will be clearly displayed before you complete your purchase.

• Order Tracking: Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number. You can use this number to track the progress of your delivery on the respective courier's website.

• Shipping Area: We currently ship to addresses within Australia.

2. Return and Refund Policy

Change of Mind Returns:

We understand that sometimes you may change your mind about a purchase. We are happy to accept returns for a change of mind, provided the following conditions are met:

You must notify us and initiate the return within 30 days of receiving your item(s).
Items must be unopened, in their original sealed packaging, unused, and in a resalable condition. All original tags, labels, accessories, and instruction manuals must be intact.

If an order has already been dispatched and is in transit, and the customer requests a return due to a change of mind before the delivery timeframe has been exceeded, a 15% restocking fee will be applied.

A full refund shall be processed after the order has returned to the warehouse for inspection, minus any applicable restocking fees.

Damaged, Faulty, or Incorrect Items:

If you receive an item that is damaged in transit, faulty, or not what you ordered, please contact our customer service team within 7 days of receipt.

• Please provide your order number and photographic evidence of the issue so we can resolve it for you promptly.
• We will arrange for a replacement, exchange, or a full refund (including any applicable original shipping costs) at our discretion, once the issue is verified.

Step-by-Step Return Instructions:

1. Contact Us First: Please contact our customer service team at info@petbuds.com.au or through our website's contact page to initiate a return. Provide your order number and the details of the item(s) you wish to return. Please note: Any return shipment sent without prior notice and contact will not be accepted.
2. Receive Instructions: We will provide you with instructions on how to proceed and confirm the return eligibility.
3. Package Your Item(s): Securely package the item(s) to be returned to prevent damage during transit.
4. Send to Our Address: Ship the package to the following return address: 60 APPIAN WAY, HAMERSLEY WA 6022
5. Await Inspection: Once your returned item(s) are received and inspected by our team, we will notify you of the approval or rejection of your return.

Return Shipping Costs:

• Change of Mind: For change-of-mind returns, the customer is responsible for all return shipping costs. Original shipping fees are non-refundable.
• Damaged, Faulty, or Incorrect Items: If a refund or replacement is confirmed for a damaged, faulty, or incorrect item, we will reimburse all shipment costs paid by the customer. We may also arrange for the return of the item at our expense.

Return Timeframe:

All returns must be initiated within 30 days after the products are received.

Exclusions:

Please note, for hygiene or safety reasons, some items may not be eligible for change of mind returns, including but not limited to: opened food or treats, personalised items, and clearance items, unless faulty.

Refunds:

If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days. Please note that processing times can vary between payment providers.

3. Contact Us

If you have any questions or concerns regarding our Shipping and Return Policy, please do not hesitate to contact us:

• Email: info@petbuds.com.au
• Phone: 1300 785 257
• Or visit our Contact Us page: https://petbuds.com.au/pages/contact