Shipping
Shipping Rates & Time
We offer free shipping for orders over $100 to all locations in Australia and the standard postage rate is from $9.99 for orders under $100. Please note that we require 2-5 business days for packing, and during peak periods and sales, this may take a little longer.
The courier will provide an estimated delivery time frame for your order, which you can track using the tracking number provided in the notification email.
If you have any specific delivery instructions, please leave them in the notes section, and we will do our best to accommodate your request. However, please make sure to input the correct shipping details at checkout. If you notice any errors, please email us at urbanpetzau@gmail.com as soon as possible. If your order has not yet been shipped, we will try our best to intercept it and change the address. However, if it has already been shipped, it is your responsibility to have it redirected through the shipping agent at your own cost.
While we take great care to ensure your items are shipped safely, we cannot be held responsible for any damage that occurs during transit. If any damage occurs, please contact the relevant shipping agent.
If you receive incorrect items in your order, please email us at urbanpetzau@gmail.com with your order number and photos of the items you received. We will arrange for the correct items to be sent to you. If those items were sale items or are now out of stock, we will issue a refund.
Returns
Return Policy
We offer a refund policy that ensures your peace of mind. You have the option to return any product for a full refund or credit, regardless of the reason, as long as it meets the reasonable conditions outlined below. Postage is paid by the customer for change of mind.
For courier issues, please make sure to contact us within 30 days of dispatch. After this period, we may not be able to provide refunds or replacements.
In the event that we have made an error with your order, please reach out to our support team. We will take care of the return shipping costs and facilitate the return of the item(s). Once received, we can proceed with either a replacement, refund, or credit.
If you have simply changed your mind or mistakenly ordered, you can return the unopened item to us for a full refund or credit.
In case you are dissatisfied with the product for any reason, we are committed to refunding, replacing, or crediting the product. However, if applicable, we may request evidence of any issues, such as photos, and ask for the return of the item(s). Rest assured, we will cover the cost of return shipping for quality-related concerns.
Please be aware that we cannot offer refunds if you have already disposed of or used a significant portion of the product before contacting us for a refund.
Return Process
Please email urbanpetzau@gmail.com to request a return label. You'll be able to print your return label and drop your package off at any Aus Post location.You will be notified via email throughout your package journey and once your refund has been approved. Returns will be processed within 3-5 days of arrival . Once approved, allow 2-4 business days for funds to appear in your account.
Exchanges
If you'd like to make an exchange, please follow our return policy and place a new order for the product you desire. This will ensure the product is available and gets to you quicker.
Damaged, Incorrect, or Missing Items
Please reach out to urbanpetzau@gmail.com regarding any damaged, wrong, or missing items in your order.
Missing Items - If reported within 14 days of your order shipping items will be removed from your order and we will refund the card on file for the amount of the reported items.
Damaged Items - If reported within 14 days of your order shipping you can request replacements to be shipped at no additional cost. Please email photo evidence of the damaged items to urbanpetzau@gmail.com.