Shipping, Returns & Exchanges

Shipping & Delivery Times

At Pet Threads, we’re happy to offer you fast & affordable shipping options. We have multiple international warehouses in Asia. Some items are housed only in one, not both, of our warehouses – if you place an order with items housed in two or more warehouses your order will be split and delivered separately.

Delivery Times

All items dispatched from our international warehouse take a total of 13 – 20 working days to be delivered; this includes dispatch time. Internationally dispatched items may leave our international warehouse at different times and your order may be split into separate deliveries. You will receive separate tracking IDs.

Order Tracking

Your order will be delivered by our carrier partner Australia Post. Once your order has been shipped, you’ll receive an email containing tracking details on how to follow your order’s delivery progress. If you have purchased items from different warehouses, your order delivery will be split and you will receive two tracking codes separately. Please expect your items to arrive at different times, but within the estimated delivery window as specified at checkout.

Returns

To return items in your order, please complete our return my order form. Note we do not refund your order if the returned items are not in perfect condition with all packaging. Return costs are at your own expense unless you completed your order using PayPal, in which case you are eligible to use their free returns service.

Free Returns Policy*

This service applies to domestic orders only paid via PayPal. This offer is operated and run independent of Pet Threads and is provided by PayPal. Click here for more information regarding this offer.

Refund Policy

  • We will only refund items that are faulty.
  • For change of mind or wrong sizing we will happily give you store credit.
  • All returns must be in the original plastic and packaging, any items sent back not in the original packaging will not be refunded and will be returned to you at your own cost.

Exchanges

We do not exchange items in the traditional sense, however you may ‘exchange’ your goods by:

  • Completing the return my order form and returning the item you wish to exchange.
  • Waiting for your refund to be processed.
  • Place an order for the new item.

Deliveries

If you are not home when the parcel addressed to you is delivered, one of the following things will happen:

If possible, it will be left in a safe place at your house (e.g. near your front door or hidden behind a bin) and then they might leave a card under your door telling you where it is.

If there is no safe place to leave the parcel, or the postie needs someone to sign for it, they will take it to the closest Australia Post collection point which is usually a retail outlet or business hub and leave a card under your door telling you where to collect your parcel from.

Change of address

We know you want your order fast so our team at the warehouse aims to process and pack your order as quickly as possible. This means that if you need to make changes to your order (including your shipping address), we can only do so if it hasn’t left the warehouse.

To change your shipping address, please contact us.

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