Frequently Asked Questions
What is the estimated delivery time?
Estimated delivery within Australia is 7-14 business days. Most international orders arrive within 14-31 business days, depending on the destination. These are estimates and can vary.
How do I track my order?
Once your order has been processed, tracking information is added as soon as it is available. You can check your delivery any time on our Track Your Order page.
What is your return policy?
You can request a return within 30 days of receiving your item. Items need to be in the condition you received them in and in their original packaging. Please contact us first to start a return. Full details are in our Refund Policy.
Which items cannot be returned?
Sale items and gift cards, custom or personalised items, perishable goods and personal care goods cannot be returned. See our Refund Policy for details.
What if my item arrives damaged or is not what I ordered?
Please contact us as soon as possible and include clear photos of the item and packaging so we can help quickly.
Can I change or cancel my order?
Contact us as soon as possible. We can usually only change or cancel an order before it has been processed.
What if I entered the wrong shipping address?
Contact us immediately. We can update the address if your order has not yet been processed.
Where do you ship?
We ship to selected countries. Enter your address at checkout to see whether we deliver to you and which shipping options are available. We do not ship to PO boxes or military addresses.
What payment methods do you accept?
We accept major credit and debit cards, PayPal and other payment methods shown at checkout.
Is my personal information secure?
Checkout is handled by Shopify's secure payment system. To see how we handle personal information, please read our Privacy Policy.
Is a product suitable for my pet?
Please check the size and weight guidance on each product page and supervise your pet, especially with new toys and accessories. If you are unsure whether a product is right for your pet, ask your vet.
How can I contact you?
Email us at info@melboecommerce.com or use our Contact page. We usually reply within 24-48 hours. For faster help, include your order number and a short description of the issue.