Returns / Exchanges

Once your purchase is processed, you will be able to choose the delivery date and location of your preference, in accordance with the following delivery periods and costs.

At TravelPets, we want to provide our customers with the best shopping experience possible and that you are completely satisfied with your purchase. We have found that most returns and exchanges can be avoided by proper measurement. Please read the description of the item and view the images carefully before purchasing. As always, please feel free to contact us so we can assist you in finding the perfect size paw-wear and must-haves for your fur babies.

We want you to love each item that you buy, but if for some reason you're not entirely satisfied please contact customer service. 

Travel Pets accepts returns on items except for items that have contact with an animal, for example harnesses, pet backpacks & collars due to sanitary reasons for 15 days from the date you place your order. After 15 calendar days, we will offer an exchange or store credit only. Please note due to sanitary reasons all dog harnesses and all products that have contact with an animal are FINAL SALE. Returns and exchanges will NOT be accepted on these items. Acceptable items must be in "new, unaltered and unused condition". It must have tags attached and must contain all original boxes, tags, packaging, etc. Definition of new, unaltered and unused condition is:

    • without showing signs of wear or damage in any way
    • must be clean and contain NO pet hair. None. 
    • original product packaging must be intact
    • within 15 days from the order date (after 15 days no returns are allowed - exchanges & store credit only. After 30 days no refunds or exchanges/store credit will be accepted)

     **AU$7.77 flat restocking fee applies to all returns per order regardless of a number of items. If the return is over AU$200 there will be a 15% restocking fee instead of the $7.77 fee.  If you are placing a new order or processing an exchange, there will be no restocking fee.

    The customer is responsible for the shipping cost to return items. We do not offer return labels and an RMA is not necessary for your return. If an item is received damaged or is incorrectly shipped by us, please contact Customer Service immediately. Items that are defective and shipped from us or items that you did not order but received from us will qualify for a full refund, excluding the shipping fee.

    ECO-FRIENDLY

    TravelPets believes in being green and it's something we're passionate about.

    The team at TravelPets are constantly striving be greener. We have now introduced a paperless environment throughout our office in effort to minimise all paper usage.

    TravelPets supplies customer correspondence including invoicing, statements and order confirmations via email only.

    HOW DOES THE RETURN PROCESS WORK AT TRAVELPETS?

    Step 1: 

    Please notify us of a return within 7 days of receiving your item. You can email sales@travelpets.com.au  stating the reason for the return, please include your order number in the email.  

    Step 2: 

    Make sure the item returned to us in the same condition as you received it, with all tags, labels and the original packing slip still attached. Place the item(s) back in the original product packaging and ship them in a bag or a box of your choice. Be sure to pack it well to avoid breakage. Returning the item to us is at your expense and we recommend that you send it by recorded or special delivery. We cannot take responsibility for items lost without proof of postage and the parcel will be your own responsibility until it reaches us.

    If you are exchanging, you can either place a new order or we can ship your requested item(s) when we receive your return. Placing a new order will be a faster option to receive your items. If you are requesting an exchange through a return (*AU only) you will have a $5 flat shipping fee and you will be charged any difference in pricing between the original and replacement item(s). *International customers will be charged the original shipping fee when requesting an exchange through a return.

    Step 3: 

    Provided we receive the Item within 7 days of the returns number being issued, we shall refund, within 30 days of receipt of the returned item, the cost of the item less the original shipping cost. The refund will be issued to the card/account used to purchase the item. Payment through PayPal or Credit Card will not be refunded through Cash under any circumstances.

    Returns should be sent to:

    Returns at Travel Pets
    PO Box 569 Thompson Ave Cowes Victoria Australia 3922

    Please note that card refunds may take up to 15 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately, we are unable to influence this.

    These above policies only apply to purchases done online. We do not accept returns of products purchased during a physical transaction (physical events).


    FINAL SALE ITEMS

    Items that are sold in our end-of-sale "Sale Finale” are deemed to be FINAL SALE, and there will be no cancellation, return, exchange and/or refund for the items purchased.