Highfive Pet

SHIPPING INFORMATION

Adventure is calling! We're working hard to get your Highfive® gear shipped fast, so you're always ready for the next journey.

WHEN WILL MY ORDER SHIP?

Orders are typically processed within 48 hours (Monday-Friday). Orders placed before 10 a.m. (AEST) will ship the same business day, while those placed after will ship the next or within 2 business days.

WHEN WILL MY ORDER ARRIVE?

Highfive are not responsible for transit times as we use Australia Post for all shipping and are subject to their scheduling. However here is a guide to their estimated shipping times so you can know when to expect your package.

Once your order leaves Highfive® Australia, shipping costs are your responsibility. If an order is refused or canceled while in transit, both the outgoing and return shipping fees will apply.

🚨 Heads up! For any shipping updates or issues with your Highfive® delivery, you’ll need to reach out to Australia Post directly.

HOW DO I TRACK MY ORDER?

Once your order ships, you'll receive an email with tracking details. Use the provided tracking number to follow your package on the carrier's website.

DO YOU SHIP TO P.O. BOX ADDRESSES?

Yes, we ship to P.O Box addresses via Australia Post. Select the Economy Shipping option at checkout.

WHAT ARE YOUR SHIPPING HOLIDAYS?

High Five does not ship on the following holidays. Shipping estimates will begin the next business day.

• New Year's Day

• Australia Day

• Good Friday

• Anzac Day

• Christmas (December 24th - 26th)

• Boxing Day

I MADE A MISTAKE WHEN PLACING MY ORDER. CAN I CHANGE IT?

We process orders quickly, so once submitted, they cannot be changed. If needed, please refer to our return process or contact our customer support team for assistance.

RETURNS AND REFUNDS POLICY

At Highfive®, we want you and your pup to love your gear! If you change your mind, eligible items may be returned for a refund within 30 days of purchase, provided they meet the following conditions:

• Item is unused, unwashed, and in its original condition with tags and packaging intact.

• The item was purchased directly from the Highfive® Australia website.

• You include your order number and reason for return when contacting us.

Please contact our team to initiate your return. We’ll provide instructions on how to return your item. We recommend using a tracked shipping method for peace of mind.

Note: Shipping charges are non-refundable. Refunds are issued via the original payment method once we receive and inspect the item. Please allow up to 2 billing cycles for the credit to appear on your statement.

Want to exchange for a different item?

We don’t offer direct exchanges. Instead, please return your item as above and place a new order for the replacement item. This ensures you receive your new gear quickly!

WARRANTY POLICY & CONSUMER GUARANTEES

At Highfive®, quality and durability are our promises. All our products are backed by the guarantees provided under the Australian Consumer Law (ACL). This means you are entitled to a repair, replacement or refund if your product has a major fault or is not as described.

If you believe your product is faulty, please contact our team with:

• Your order number

• A description of the issue

• Clear photos or videos showing the fault

Our team will assess your claim and, if approved, provide instructions for return or further resolution. Please note that warranty claims are handled separately from change-of-mind returns.

You do not need original packaging or tags to make a warranty claim, though we do ask that products be returned clean and safe for handling.