PAYMENT OPTIONS AND SECURITY
What payment types can I use online?
We make payment as easy as possible by accepting VISA, MASTERCARD, AMERICAN EXPRESS, PAYPAL as well as VISA and MASTERCARD debit cards.
I don't have a credit card but still want to make an online purchase.
You can use Paypal, VISA. MASTERCARD, debit card.
I don't have a PayPal account. How do I set one up?
Setting up a PayPal account is easy and opens up a whole new world of easy payments.
Just head over to www.paypal.com/welcome/signup/#/email_password to sign up.
How safe are my credit card details?
We want you to know that the security of your details is important to us. Every online payment is processed through the secure payment gateway to make sure your credit card information is as secure as possible.
PLACING AN ORDER
I haven't yet received a confirmation email about my order.
We always aim to confirm your order asap. If 24 hours has passed and you haven't received a shipping confirmation email, contact our friendly Customer Service team who will help you track and confirm your order. You can email them at email@example.com
I'd like to place an order by phone, rather than online.
We will be more than happy to assist you with any issues you may be having when placing an online order. You can call to 1300 655 896.
CHANGE OR CANCELLING AN ORDER
I've changed my mind about a couple of items in my purchase but have already checked out. Can I change my order?
Yes, we accept any returns and changes at any stage of the purchase process.
Can I change the delivery address on my order?
That's easy to fix. You will get a text or email from Australia Post one day before delivery. This will allow you to change the delivery date, delivery address, or leave your parcel in a safe place.
What locations do you ship to?
We know pet lovers exist just about everywhere, so we can ship to most areas in Australia. Parcels sent via Australia Post can be sent to your PO Box. We currently do not ship internationally.
How long will my delivery take?
Our normal delivery time in metro is 2 to 3 days from despatch. Almost all our deliveries are tracked by Australia post*
We send parcels Monday to Friday across most states. Orders are usually dispatched within 24hrs Monday to Friday**
Can I get my items delivered to multiple addresses?
Absolutely. Just be sure to place separate orders for each address so that there's no confusion.
When will my package arrive?
Receiving a package is always exciting. Depending on the distance of delivery and dispatch date, you can usually expect your delivery somewhere within 2-5 days.
What time of day will my package arrive?
Like most online purchases, delivery times can vary. You'll definitely receive your package between the hours of 8am to 6pm weekdays.
I might not be home to accept my delivery
The day before your item is due to be delivered Australia Post will send you a confirmation text or email. When you receive this just select the option to "leave in safe place" the driver will then leave your parcel/s and take a picture for proof of delivery*
*on some occasions we use couriers who do not offer leave in a safe place service
Can I get my parcel re-delivered?
Australia Post only makes a single delivery attempt. If you're not at home your parcel will be taken to the local post office*.
When you receive your text or email from Australia Post confirming your delivery day, you can choose a different day for delivery day, delivery address, or leave your parcel in a safe place if that works better for you*
You will get a text from Australia Post one day before delivery. This will allow you to change the delivery date.
*on some occasions we use couriers who will not let you reschedule your delivery but will re-deliver orders please follow the instructions on the card.
My shipping confirmation has been received by email but my delivery hasn't arrived yet. What next?
Australia Post normally delivers within 3-5 days depending on your address.
On occasion we may use a courier. Some couriers can take up to 10 days to deliver depending on the delivery address and dispatch date.
If your delivery has not arrived within these times, Email us at firstname.lastname@example.org
REFUNDS, RETURNS AND EXCHANGES
I've had a change of mind; can I receive a refund?
Absolutely. That's why people shop at Eco paws with confidence.
We'll be happy to refund any items you may have had a second thought about within 30 days of the purchase. We are happy to give a refund of the purchase price if the product has not been used & is still in the new condition it was received.
Can I exchange a product purchased online?
Yes, that's not a problem. Simply email us at email@example.com
How long do refunds take to process?
We want to make the refund process as easy as possible. Taking into account the time it takes for the returned goods to be received here at Eco Paws, you can expect the refund to take place within 5-7 business days.
Is the delivery fee refundable on a returned product?
If Eco Paws has made an error with your delivery (including the wrong item being delivered, a fault with the product, and if the product was damaged in transit) we will absolutely refund the delivery fee. No problem.