Shipping Policy

Each custom 3D pet figurine is individually produced, carefully packaged, and shipped to your delivery address. This policy explains our delivery options, timeframes, and how we handle delivery issues.

1. Delivery Options and Fees

These timeframes include production, packaging, and shipping after you approve your final model. They refer to delivery to your address, not simply dispatch.

Available delivery destinations and options are shown at checkout. If an address is not eligible for the fees or timeframes above, we will advise you before accepting your order.

2. Final Model Approval and Production

Please carefully review your model’s appearance, pose, and other custom details before approving it.

Once you approve the final model, we arrange production and no further model changes can be accepted. This does not affect your rights regarding faulty products or products that do not match the approved model.

3. How Delivery Time Is Calculated

The delivery timeframe begins on the first business day after you approve your final model. Time spent on design, communication, and revisions before final approval is not included.

Business days are Monday to Friday, excluding public holidays in Queensland, Australia. All dates and times are based on Brisbane, Australia time.

If you need your order for a gift, anniversary, or another specific occasion, please contact us before ordering. Selecting Express delivery does not mean we have agreed to a specific delivery date beyond the timeframe stated above.

4. Dispatch Notifications and Tracking

Once your order has been dispatched, we will send a dispatch notification and any available tracking information using the contact details provided with your order.

Tracking updates may take time to appear. If tracking has not updated for an extended period, or you notice a delivery issue, please contact us so we can investigate and follow up.

5. Delivery Delays and Shipping Fee Refunds

We arrange orders according to the delivery option selected. However, transit may be affected by weather, peak shipping periods, or other circumstances. If we become aware of a potential delay, we will notify you as soon as possible and share the information available to us.

Standard delivery: If your order has not been delivered within 20 business days, we will refund the full A$15 shipping fee paid for that order.

Express delivery: If your order has not been delivered within 16 business days, we will refund the full A$50 shipping fee paid for that order.

Economy delivery: As no shipping fee is charged, there is no shipping fee to refund. If your order has not been delivered within 24 business days, we will follow up on its delivery status and keep you updated.

To request a shipping fee refund, please contact us with your order number. Refunds will be issued to your original payment method. The time it takes for funds to appear depends on your payment provider or bank.

Your order will continue to be delivered after the shipping fee is refunded. A shipping fee refund compensates for the delivery delay; it does not automatically cancel your order or refund the product price. An otherwise eligible delay will not be excluded solely because it was caused by the carrier.

If your parcel is confirmed lost, or we cannot complete delivery within a reasonable time, we will provide an appropriate solution, such as a free replacement or a full refund, taking into account the circumstances and your legal rights. Any shipping fee already refunded will count towards the total order refund and will not be refunded twice.

6. Delivery Addresses and Unsuccessful Delivery

Please provide a complete and accurate delivery address and contact details when placing your order. If you need to change your delivery address, contact us as soon as possible. Address changes may not be possible after dispatch.

Delays directly caused by an incorrect address you provided, failure to collect a parcel promptly, or a delivery hold you requested are not covered by the shipping fee refund commitment above. We will discuss the circumstances with you and explain the next steps.

If a parcel is returned because of an incorrect address or failure to collect it, an additional shipping fee may apply for redelivery. We will explain any charges and obtain your agreement before arranging redelivery.

If delivery fails because of an error by us or the carrier, we will follow up and resolve the issue without charging you an additional delivery fee.

7. Damaged, Lost, or Missing Parcels

Please inspect your figurine and its packaging promptly after delivery. If you notice damage, keep the product and packaging and contact us with your order number, a description of the issue, and any photos you are able to provide.

If your parcel appears to be lost, or tracking shows it as delivered but you have not received it, please contact us. We will investigate with the carrier and arrange a replacement, refund, or another appropriate solution based on the findings and your legal rights.

You do not need to pursue a claim with the carrier yourself before we will address your order issue.

8. Your Consumer Rights

The delivery commitments, shipping fee refunds, and other arrangements in this policy do not limit or exclude any rights you have under applicable consumer laws, including the Australian Consumer Law.

9. Contact Us

For delivery enquiries, shipping issues, or shipping fee refund requests, please email us with your order number and a description of your enquiry.

Customer support email: [Insert customer support email]