We use www.sendle.com to send all our products. We currently expect approximately 2-3 weeks for order processing and delivery, which is down to the hand made nature of our accessories, and varied delivery times due to COVID delays in the postage industry.
We will strive to get your products made and sent ASAP, you will receive order updates and tracking as your order is created and makes its way to you. We will contact you if there are any major delays.
Sendle is Australia’s first Carbon-Neutral postage service, as an environmentally conscientious company we love to support their ingenuity!
Please note that some restrictions on delivery to certain places may apply due to circumstances outside of our control. Please contact us via the buttons below to our Facebook + Instagram or email us at - firstname.lastname@example.org, if you have any further questions, we are always happy to help!
As a small business, we want you to have a positive customer experience, we strive to make the process simple and fair, so please consider the following:
We cannot provide refunds if inaccurate measurements have been provided by the customer, however, if you have made a mistake do not fear! In many cases, we are happy to receive the item back to us for alterations. simply contact us and let us know what the issue is and we will work with you to resolve it where possible. You will need to pay postage, however, alterations in straight forward cases will be free of charge!
The following is taken from the ACCC website;
We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem. This is when the item:
• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. Please keep your proof of purchase—e.g. your receipt.
PRODUCT CARE GUIDE
Our products are made from but not limited to the following items - cotton material is the primary exterior fabric, the interior contains a mixture of cotton, nylon/polypropylene webbing. General haberdashery items are also used in the crafting of our products. Our buckles, clips, rings, and adjusters are generally Nickle coated metal. We finish off our product with a coating of ProtectME to help protect against liquid, dirt, and stains. If any of the products become damaged, or otherwise are unsafe for their intended use, please discontinue use immediately. Some of our harnesses include Velcro as opposed to clips, this enables a more flexible range of movement, and fitting, for puppies, cats, and smaller animals, and overall is intended for smaller pets. However, keeping the velcro in good condition including but not limited to (free of fluff, oils, liquids, hair, etc) is imperative to its hold ability. If the velcro does become contaminated in any way, it can weaken the strength and hold of the overall product. It is your job to test the product for your pet's weight and shape and ensure it is clean and in good working order before using the item to secure your animal.
To clean the products, we have found the following methods to be the most effective.
Handwash with warm water, using a generous amount of liquid detergent of your choice for clothes (we recommend not using anything harsh, no bleaches, etc as this will damage the cotton material) you can use a soft clean brush to lightly brush the fabric free of any marks if necessary. DO NOT leave the product soaking as this can tarnish the hardware of the product. Once clean, wash out thoroughly to avoid any irritation of detergent on the pet’s skin. On a flat surface place a thick paper towel or a clean towel/cloth, lay the product flat down on the absorbent surface and pat dry, take extra care to dry the metalwork thoroughly. Then hang the item somewhere to finish air-drying. The ProtectME coating does last through washes, however, you will eventually need to apply a recoat of the solution to maintain the best results, the protectME Premium Footwear Protector 125ml is the product ProtectME have recommended for use on our accessories. This can be purchased via their website www.protectmeproducts.com.au and a special discount code for our customers can be applied - OSCAR15
FURTHER MESUREMENT INFORMATION
REMEMBER YOUR PETS COMFORT AND SAFETY IS THE PRIORITY, DO NOT FIT AN ITEM THAT IS TOO TIGHT, TOO LOOSE, OR DAMAGED, OR UNSAFE IN ANY WAY.
Cat Harness measurements
For a Dog/Cat collar, you will need to measure the neck at the collar line
For a strap minimize pull harness you will need to measure the chest in a similar spot to this (depending on the dog's shape, we want to allow full range of movement for the shoulders and legs)
The Girth measurement should be taken in a similar place to this (again depending on the shape of the dog, ensuring it will not rub or restrict movement)
The custom front measurement that is required on the order for the "Minimise Pull Strap Harness"