SHIPPING & RETURNS

Please review our store policies below before placing your order - you automatically agree to them when proceeding through the checkout. 

If you have any questions send us a message via contact us.

SHIPPING AND DISPATCH

Due to the handmade nature of our products, orders may require 5-10 business days before dispatch.

In the unlikely event that your purchase is not received, you must contact us within 25 days of the shipment date so we can investigate as couriers hold tracking information for certain amounts of time to investigate.

We are currently using Sendle and Australia Post to send out orders. Once your purchase is on its way to you, you will receive a tracking number to follow your order.

SHIPPING COSTS

Pickle's Garden currently only ships within Australia.

Flat rate of $12.95 within Australia.

POSTAGE AND DAMAGED OR LOST PACKAGES

If your product has not arrived please contact us so we can investigate. We take no responsibility for damage that occurs in transit. If your parcel is damaged, please make a claim with the courier company.

All orders will be shipped to the address supplied through the checkout process. So, please check that this address is correct before completing your order. If the shipping address provided is incorrect and you notice after placing your order, email us at info@picklesgarden.com.au. It is your responsibility to collect your parcel if a card or notification of missed delivery is received. If your parcel isn't collected from a designated post office, it will be the customer's responsibility to pay for additional postage.

IMPORTING OUTSIDE OF AUSTRALIA – CUSTOMS

It is the purchaser's responsibility to be aware of and compliant with their  own country’s import policies. Pickles Garden is not responsible for any seizure of goods due to the laws and restrictions of overseas jurisdictions. 

EXCHANGE AND RETURN

Under the Australian Consumer Law Consumer Guarantee if your product is found to be defective, damaged or faulty, it is within your right to ask for a refund or a replacement. To be eligible for a refund, your item must be unused, untampered with, in the original packaging, and in the same condition that you received it. A message needs to be sent to notify us within 24 hours of when the item was received and shipped back at your earliest convenience.

We do not accept refunds or exchanges for products that have been opened, used, or not in their original packages, you have changed your mind or your pet doesn’t take a liking to them. We ask clients to choose wisely or contact us for advice.

All returns must be shipped back with a tracking number provided to Pickle’s Garden otherwise we cannot guarantee we will receive your return. 

The customer is responsible for returning the item and taking care of shipping costs. If everything is returned in its original package (with all packaging inside unopened and untampered with) to us we will process your refund. The refund value will be the purchase price minus shipping. If the items are not in their original packages, you will not be refunded. 

All returns must be shipped back with a tracking number provided to Pickle’s Garden otherwise we cannot guarantee we will receive your return.   

SPOILED PRODUCTS

Due to the use of all natural ingredients used in our treats, it is possible that spoilage of the treats can occur. Our products do not contain preservatives and have a shelf life of 4 - 6 months when stored under recommended storage conditions (cool, dry place away from direct sunlight).

If you think that the treat may not be edible or are not of an acceptable quality, please contact us within 5 days of you receiving the treat so we can discuss the details of the issue. We ask for clear photos to help us understand what went wrong.

We will offer either

A refund of the original purchase price of that product or
A replacement of the same product or products up to the same value

If you have any feedback, complaints or are dissatisfied, please don’t hesitate to contact us.