Frequently asked questions
How can I track my order?
Once your order is dispatched, we’ll email you a tracking number where tracking is available. Please allow time for the carrier to update the tracking information.
How much is the shipping fee?
Standard shipping is AUD $11 and express shipping is AUD $15 within Australia. Free standard shipping applies to orders of AUD $100 or more. Delivery options and final rates are shown at checkout.
What is your return policy?
Change-of-mind returns may be requested within 15 days of delivery for unused, unopened items in their original packaging. This policy does not limit your rights under the Australian Consumer Law. Please see our Refund Policy for full details.
What should I do if I receive a defective item?
Please contact info@xchpet-au.com as soon as reasonably possible with your order number and clear photos. We’ll assess the issue and arrange an appropriate remedy. Your rights under the Australian Consumer Law are not limited by this request.