Shipping & Returns

Shipping Policy

Carrier Partnership

At Smartway Pet Supplies, we have chosen Australia Post as our dedicated shipping partner due to their long-standing reputation for reliability and quality service. They offer a worldwide registered door-to-door postage service, complete with tracking capabilities, ensuring your purchases arrive safely and efficiently.

Shipping Options

We provide two shipping options to accommodate your needs:

  • Standard International Postage: Expect delivery within 14 to 21 days after dispatch.
  • Express Postage: For faster delivery, choose this option to receive your items within 7 to 14 days after dispatch.

Global Reach

We are pleased to offer international shipping to a broad range of destinations, including the USA, Canada, the UK, and many others. In collaboration with Australia Post, we strive to deliver your products in a timely and professional manner.

**Any import duties, customs duties or restrictions incurred by international customers are the responsibility of the customer and are beyond the control of Smartway Pet Supplies. Please check with your local authorities prior to purchase.**

Shipping Update  Attention Customers of EU member states.

Please be advised that from 1 July 2021, the EU have introduced reforms to the value-added tax (VAT) These changes include the removal of the €22 VAT-free threshold. All items from €0-150 will have VAT, customs clearance fees applied. Orders over €150 VAT and Fees remain the same upon customs clearance. These additional fees and VAT will be payable by the customer/receiver before your parcel can be cleared from customs. You will be notified by your local customs that you have an International parcel awaiting clearance. Goods cannot be sent direct to customers until the VAT has been collected. This may add delivery delays due to customs processing.

Please be advised that this is not an extra charge from Smartway Pet Supplies and that the VAT payable is the responsibility of the customer/receiver upon your parcel being cleared from customs. In the event of any parcels being returned to Smartway Pet Supplies due to non payment of VAT a refund will be applied upon receipt for the product only, shipping costs are not refundable.

If you have any questions or require further information please feel free to contact us at support@smartwaypetsupplies.com

Return Policy for Smartway Pet Supplies

Introduction

At Smartway Pet Supplies, we strive to ensure that all our customers are satisfied with their purchases. However, we understand that sometimes a product may not be what you expected. Please read our return policy carefully to ensure your purchases can be returned if necessary.

Special Orders

Please note: Items that are specially ordered as per customer requests are not eligible for returns or refunds.

What Can Be Returned?

Products that are faulty, damaged, or not as described can be returned. If you encounter any of these issues, please contact Smartway Pet Supplies immediately for assistance. You will not be charged for the return shipping costs in these instances.

What if the Wrong Size or Product Has Been Ordered?

Returns for incorrectly ordered products are subject to the discretion of Smartway Pet Supplies. Where possible, we may allow customers to return products at their own expense. To be eligible for a refund, all items must be returned in their original, unopened, undamaged, and resaleable condition.

When Do Items Need to Be Returned By?

Items must be returned within 60 days from the receipt of the order, as per the date on the invoice.

Shipping for Returns

Original shipping fees paid by the customer are not refundable. If a return is due to an error on our part, we will cover the return shipping costs.

Refunds for Returns

Customers will receive a refund for the returned product if all return conditions are met. Please be aware that a restocking fee of 10% may apply for refunds or exchanges.

Packing Materials

All returned items must be in their original packaging to be accepted.

Return Address

Please send all returns to the following address: PO Box 2 Bayswater, Victoria Australia 3153

Contact for Returns

For immediate assistance with a return, please send an email to support@smartwaypetsupplies.com

Cancellation Policy

Overview

At Smartway Pet Supplies, we understand that sometimes plans change and you may need to cancel an order. This policy provides guidelines on how to cancel your order and outlines any potential costs associated with cancellations.

Cancellation Window

  • Before Dispatch: You can cancel your order at no additional cost before it has been dispatched. Please contact our customer service team immediately upon deciding to cancel to ensure the order is not shipped.

  • After Dispatch: Once the order has been dispatched, it is considered confirmed, and the standard returns policy will apply if you choose to return the items after receiving them.

How to Cancel

To cancel your order, please send an email to support@smartwaypetsupplies.com with your order details and cancellation request. We will process your cancellation and confirm by email as soon as possible.

Refunds

If the cancellation is processed before dispatch, you will receive a full refund to your original method of payment within a certain number of days, typically 5 to 10 business days, depending on your bank or card issuer.

Fees and Charges

No fees will be charged for cancellations made before dispatch. For cancellations after dispatch, any costs incurred for the return of goods will follow the guidelines outlined in our returns policy.

Contact Information

For any questions or further assistance regarding cancellations, please contact our customer support team via email at support@smartwaypetsupplies.com