Shipping Details
Our free shipping policy is applicable should your total purchase be over A$79. All prices of our products listed on the website are in Australian Dollars and freight costs are payable in addition to the product price.
To avoid any potential delays and confusion, the shipping charges may vary depending on the size and weight as well as the location of your provided address.
Our aim is to process orders as quickly as possible and most orders will leave our warehouse within 1-2 business days. Orders placed on the weekend or Public Holidays (i.e. Christmas, Easter, etc.) will be dispatched the next business day, please be reminded that slight delays are expected for your delivery of the products around this period. Your order will be delivered on Weekdays only from Monday to Friday and generally only during business hours 9 am-6 pm. Please note: not all requests will be able to be made, however, we will attempt to ensure we provide the best service we can.
Xpetisland offers delivery service to all metro and regional locations over Australia within an acceptable and reasonable range. We do not deliver internationally at this stage. Standard orders will take between 2 - 5 business days to arrive, depending on your destination and shipping method.
In the unfortunate circumstance where the stock is limited, please allow us more time to process your order. Also, in the case of other incidents (i.e. border restrictions and pandemic lockdowns), further delays are also expected in our delivery of products to you.
There may be more than one shipment being our stocks are stored at various locations depending on the products that you purchased from us.
Additionally, please note that we are unable to deliver to the PO box. Xpetisland uses courier services to ship your order and therefore you must provide a street address as PO boxes are unable to be delivered. As with most delivery services, the couriers that will deliver your order do not have a standard or set time of the day that goods are delivered.
You will receive a confirmation email once your order has been received and another one with tracking information once your order has been shipped.
Xpetisland provides a Return Policy to all our customers, subject to the conditions set out below, if any product you purchase from us (Xpetisland) is found to be faulty or damaged, or it does not meet your needs, we will happily replace the product, or offer you a refund.
This Policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law (see below), because your satisfaction and support are very important to us.
The Australian Consumer Law and Your Rights
The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the ACL requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the ACL says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.
What you can return
In the event of a change of mind, you may return the item back to us. Please be reminded that the item must be unused, unpacked, and in its original condition as well as a resalable condition within 14 days.
Once the item has been returned, a full refund (excluding shipping costs and PayPal fees (as they are non-refundable by PayPal)) will be processed within 14 days. *Only the amount paid by Paypal, Visa, Master etc will be refunded the way you paid, the amount paid by redeemed Paws Club points will be refunded by an e-gift card.
If the product was damaged during transit please provide photo evidence together with the sale invoice in the email when contacting us.
The processing time of the return can take up to four weeks and each return is reviewed in detail by our staff and will be on a case-by-case basis.
The products come with non-refundable marks and are not eligible for return or refund (Such as products marked with near expiry date).
How to return？
Please contact our support team immediately if you wish to return an item.
All returns must be directed through our email communication. Please do not return or post items before notifying Xpetisland - If you do, there is a risk that your returned item may not be identifiable and your returns may not be accepted.
You will need to repack the product well enough for shipping and well enough to prevent further damage. Clearly mark your Online Order Number on the outside of the packaging along with our return delivery address (see below). This will ensure your return is handled by the correct department and will avoid possible delays.
How to Cancel or Change order？
Once you have placed your order, you may cancel or change the order by following steps:
The order can be canceled before the products leave our warehouse. Kindly contact and quote your Order Number when communicating with our staff.
We are sorry the order cannot be canceled should the goods have left our warehouse. However, you may contact us for a return or refund with the above steps. Kindly note that the shipping costs are non-refundable and are at your own expense.
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