Frequently Asked Questions
Orders and Shipping
When will I receive my items?
To avoid delays in shipping, please ensure that your delivery address details are up-to-date when placing an order.
Following receipt of payment, all orders will be shipped within 5 business days. Most items will be shipped within one business day. All customers will receive a shipping notification via email once orders are dispatched.
If delivery is within Australia, please allow up to 7 business days for the arrival of an item in metro areas. Remote areas can take up to 14 business days.
How can I track my order?
Each customer will be provided with a tracking number and tracking link relating to their order. If you wish to track your order, please follow the link we provide you.
Can you deliver to addresses outside Australia?
Most items at Royal Fur Kids can be shipped internationally. Certain items can only be shipped within Australia, and this is indicated on the product details page.
Can you deliver to PO Boxes?
Of course! We offer delivery to PO box and Parcel locker addresses. Just keep in mind that if your order is too large for a Parcel Locker, it may be taken to the nearest post office or Parcel Collect location for Pickup.
However if you are ordering a very large item - for example a dog house or cat scratching post then your order will need to be delivered to a street address.
What can I do if there are problems with delivery?
In the event that you experience problems during shipping, please check with your local post office or relevant courier service relating to your order.
All items are inspected prior to dispatch. Following dispatch of an item, Royal Fur Kids will no longer be responsible for goods shipped. Royal Fur Kids will not be held responsible for items lost in transit.
Can I return an item?
We encourage you to measure your Royal Fur Kid first, then read the product description and size guide (where applicable) carefully before ordering.
Royal Fur Kids guarantees total customer satisfaction with the items you have purchased. If you have changed your mind about an item that you purchased, you may return it to us within 7 days of receipt, provided it is unused and in the same condition that you received it. It must also be in the original packaging (with any tags still attached). We reserve the right to decline any item that comes back to us in a used condition.
Please Note: We do not refund shipping costs, nor do we cover the shipping cost for return.
For further information, please see How can I return an item?, below.
Can I return an item purchased on sale?
Only regular priced items can be refunded if you change your mind. Unfortunately, sale and promotional items cannot be refunded in these circumstances.
What can I do if my item is faulty, or not as described?
All shipments are inspected for quality prior to dispatch. In the unlikely event that a purchased item is faulty, or not as described, take a photo and email it to us immediately. You may return the item, as explained in the next answer. We will replace the faulty item, or refund the purchase price, as required by Australian consumer law.
How can I return an item?
To initiate an item return, please send an email to firstname.lastname@example.org and include the following information:
- the order number for the purchase,
- the product number and description for the item that you wish to return,
- the reason for returning the goods, e.g. wrong size, and
- for faulty or incorrect items, if possible, a photo showing the issue.
We will reply with a Return Authorisation Number and the shipping address for return. Please send the item to the address specified, and include the Return Authorisation Number. Deliveries without a Return Authorisation Number are not accepted.
Once your item is received and inspected, we will send you an email to notify you that we have received your returned item. If you have requested a refund, we will also notify you of the approval or rejection of your refund.
How will I receive my refund?
Refunds will be provided via a credit to the same method of payment that was used for the original purchase (e.g. your credit card).
You will be refunded the purchase price of the returned items, excluding shipping costs.