Purrpy "Candy Jelly" Pet Backpack

Returns Policy

You may return most new, unopened items within 14 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Shipping

Standard Delivery - Australia Post/Couriers Please/Sendle Standard shipping cost: Based on your postcode Free VIC standard shipping over: AUD 79 -VIC

For orders under $79, we charge a $6.99 flat shipping fee. For orders over $79, we provide free standard shipping. - ACT/NSW/TAS/NT/QLD/SA/WA Rates shown at checkout are based on your address and the order’s weight and dimensions.

Orders placed from Monday to Friday by 12:00 AEST will be processed and shipped next business day.

Standard delivery time: 3-6 business days after processing and shipping Melbourne, and Sydney Metro: 3-6 business days Rest of Australia: 5-7 business days Orders placed on weekends and national holidays will be processed and shipped two business days later.

Deliveries may be delayed due to unforeseen irregularities on the part of our delivery partners. We can assume no liability in such cases. Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page.

Am I eligible for free shipping?

We currently offer free shipping within Victoria (VIC) for orders over $79 AUD.

For customers located outside of Victoria, a shipping fee will apply. This fee is calculated based on the parcel’s size, weight, and delivery postcode.

When will I receive my order?

For domestic shipping within Australia, standard delivery times are usually: Metro areas: 2–5 business days Regional areas: 3–7 business days Remote areas: 5–10 business days

Please note that delays may occasionally occur due to public holidays, weather conditions, or courier network issues. Once your order is dispatched, you’ll receive a tracking number to follow the progress of your delivery.

What are the shipping options?

We partner with multiple trusted couriers to ensure fast and reliable delivery across Australia:

Sendle – Ideal for metro and residential deliveries, with carbon-neutral shipping.

CouriersPlease – Fast and reliable for urban and suburban areas.

Australia Post – Used for PO Boxes, rural, and remote areas.

What do I do if I receive a defective order?

We’re sorry to hear that! If you receive a defective or damaged item, please contact us within 14 days of receiving your order.

To help us resolve the issue quickly, please provide:

Your order number

A brief description of the issue

Clear photos of the defective item and packaging

Once we confirm the issue, we’ll arrange for a replacement, exchange, or refund based on your preference. Please note: Items must be returned in their original packaging where possible.

How do I make changes to an order I’ve already placed?

If you need to update or change your order, please contact us as soon as possible.

You can reach us through any of the following methods:

Web Chat: Use the live chat feature on our website for immediate assistance

Email: Send your request to petroom@gmail.com

SMS: Text your request to 0415 056 688

We’ll do our best to make the changes before your order is dispatched. If the order has already been shipped, we’ll guide you through the next steps.