We're working on the new shipping templates. If you think you're charged more or order can't be shipped to your address. Please contact us.

We ship globally! We endeavor to dispatch orders within 1 day from our Sydney warehouse. Most orders will be handled on the same day and picked up on the following business day.

ID tags

We offer free shipping Australia-wide and internationally. We provide free untracked Australia Post mail shipping by default. However, you can still choose standard or express Australia Post shipping at checkout if you prefer a tracked service.

Australia Customers 

We're using the new shipping profiles now based on total weight and postcode. If your order contains bulky items, the order may not be eligible for free shipping.

Non‑Bulky Items

For major areas in ACT, NSW, QLD, VIC, and SA:

• $10 shipping for orders under $79

• Free shipping for orders over $79

If items are under 1kg, we also offer Express Shipping at $15 Australia‑wide, including NT, TAS, and remote areas.

Bulky Items (cat trees, dog playpens, cat litters, etc.)

• We cannot ship to NT due to extremely high postage.

• SA: $10

• Rural areas, WA, TAS: $20

• Remote areas: $30

Special Shipping: Litter Boxes

Please note that all Mango Litter Boxes are not eligible for free shipping due to their super large size.

• Cube XL: Currently cannot be shipped, as the packaging exceeds most courier limits. Available only for in‑store pickup or Sydney metro delivery.

• Cube, Butter & Butter XL Litter Boxes: Shippable only to major cities in NSW, ACT, QLD, VIC, and SA.

• Unfortunately, we cannot ship litter boxes to NT, WA, TAS, or any regional/remote areas.

Additional shipping fees apply based on your location and will be calculated at checkout.

Important Notes

There are thousands of postcodes, and they change frequently. We may occasionally miss eligible areas, or system bugs may occur when combining shipping profiles.

For example, if you order both a small item and a bulky item, you should only be charged the maximum applicable shipping fee, not stacked fees.

If you believe you were overcharged or your order shows as non‑shippable to your postcode, please contact us.

We reserve the right to cancel any order if we are unable to find a reasonable shipping solution.

New Zealand Customers

We offer a flat rate shipping fee of $15 for all orders under $149, and free shipping for orders over $149, bulk items excepted.

Other International

Shipping fees for international orders are based on the total weight of your package.

Please Note:

We use a combination of Australia Post, Couriers Please, Aramex, StarTrack and TNT to ensure your order is delivered promptly and efficiently.

Shipping times may vary depending on your location and carrier used, but we do our best to ensure that your order is delivered as quickly as possible.

There may be the case that your parcel is dropped off at the nearby collection point. If you do not arrange for redelivery or pick up your parcel from the collection point, and the courier cannot reach you, the parcel may be sent back to us. Should this occur, we will contact you to organize another delivery. Please note that an additional charge of $25 each parcel will apply for this service. This fee includes the courier's charge for returning the parcel to us and the cost of shipping it to you again.

Alternatively, you can choose to receive a refund for the value of your order minus a $20 or the real shipping cost if it's higher than $20 each parcel fee that we incur for the courier returning the package to us.

For international shipping, we generally only ship orders under 2kg. Orders exceeding certain weight limits may not be eligible for international shipping due to the expensive postage and carrier restrictions. In the event of a system error allowing ineligible items to proceed through checkout, we reserve the right to adjust shipping rates or cancel the order. If you're interested in purchasing heavy or bulky items for international delivery, please contact our team for assistance prior to placing your order.

International customers are responsible for any additional customs duties, taxes or fees that may be imposed by your country. We cannot control or predict these fees, so we advise checking with your local customs office for more information.

We value your business and want you to be fully satisfied with your shopping experience. If you have any questions or concerns about shipping, please do not hesitate to contact us. Thank you for choosing our website, and we look forward to serving you soon.

EXCHANGES, RETURNS & REFUND POLICY

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Generally, the return window is 14 days. But we're very generous with them. As long as the item is unused and still in its original condition, we’re happy to issue an exchange or refund.

You’re entitled to an exchange or credit under the following circumstances:

1. The product is faulty.

2. Wrong items were sent to you, and the product is different from what you ordered.

Under these two circumstances, we will be responsible for both:

• The shipping cost of the replacement item, and

• The return shipping cost of the original item.

Buyer’s Responsibility for Other Returns

In all other cases — for example, if you ordered the wrong size by mistake, changed your mind, or selected the wrong product — the buyer is responsible for:

• Both-way shipping costs (return and new item shipping).

• Any difference in product price if exchanging for a more expensive item.

The fastest way to get the correct item is to place a separate order for the new item and return the original item for a refund.
Please note:

• The original shipping cost will not be refunded.

• If the original order was eligible for free shipping, a $10 standard shipping fee will be deducted from the total refund amount. If bulky items are returned, the real shipping cost will be deducted as it's much higher than $10.

Change of Mind Returns & Store Credit

We do accept change-of-mind returns. However, refunds will be issued as store credit rather than a direct refund. This is because payment providers such as Shop Pay, PayPal, Square, and Stripe still charge transaction fees even when a full refund is processed. This has become an industry-wide standard.

In addition, every order involves handling, packaging, and administrative costs, meaning that we incur expenses even when no sale is ultimately completed. If a $100 value order is returned, we basically lost $10 shipping plus around $5 transaction and handling fee. We understand that store credit may not be every customer’s preference, but this policy helps us continue offering fair prices and generous return options.

Here is what we can offer, if your original order qualified for free shipping (orders over $79, excluding bulky items), we will provide full-value store credit without deducting the $10 standard shipping fee. We’ll happily cover that cost to keep you as a valued customer. Please note that return postage remains the buyer’s responsibility for change-of-mind returns.

Non-Returnable Items

Certain products are non-refundable due to hygiene and safety reasons. We will assess each claim on a case-by-case basis.
We do not accept exchanges or returns for:

• Damages caused by your dog.

• Sale items and gift cards.

• Perishable goods (such as treats) or personal care goods (such as shampoo, paw balms).

How to Return

For exchanges and returns, please email sales@shortiefriends.com.au with your order number and reason for return.

For fragile items such as glassware, it is the buyer’s responsibility to carefully pack the item to ensure it is not damaged in transit. Unfortunately, goods damaged during return shipping cannot be refunded.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, your refund will be processed back to your original payment method.

Please note:

• Refunds may take a few business days to appear on your bank or credit card statement.

• We are not liable for shipping, exchange, or refund fees if the shipping address was submitted incorrectly when placing the order.