Broken Heart, Shared Heart, Healing Heart - Navigating the loss of your pet

Returns Policy

We offer refunds and/or exchanges, providing a request for return is received within 30 days of your order being delivered. Your item must be in its original packaging and in the same condition that you received it.

The return shipping costs will be the responsibility of you, the customer. For domestic orders (AUS & USA) a prepaid shipping label can be provided, with the associated costs being deducted from the refunded amount. International (Asia) returns will need to be arranged by the customer, and will require a tracking number.

Any refund or exchange will only be issued once the original item has been shipped back to us.

In the unlikely event you receive a defective or damaged item, we offer you the choice of a full refund or a replacement. We will cover all return shipping costs.

Please report any issue within 5 days of receiving your item. We kindly ask that you provide clear evidence of the fault or damage, so we can expedite your request efficiently.

Please refer to our full Refund Policy for more information

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

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. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.