Shipping and Refund

Shipping and Refunds Policy

Shipping Policy

Orders are normally processed within 1–2 business days, Monday to Friday, excluding public holidays. Pre-order items are dispatched once stock arrives, according to the estimated timeframe shown on the relevant product page. You’ll receive tracking details by email once your order is on its way.

Shipping Options

Price

Australia

Standard delivery — $10
Express delivery for Small/Medium and Large mats — $18
Express delivery for Extra Large mats — $20
Free standard delivery on eligible orders over $150 containing Small/Medium and Large mats
Extra Large mats are excluded from the free-shipping threshold and have a $10 flat-rate standard delivery fee

Standard: $10
Express S/M & Large: $18
Express XL: $20

New Zealand

Standard delivery — $29.95 AUD
Estimated delivery — 7–10 business days from dispatch
Available shipping options are confirmed at checkout

Standard: $29.95 AUD

NOTE: We are not responsible for shipping carrier delays.

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Refunds Policy

Returns & Refunds Policy

Change-of-mind returns

We accept change-of-mind returns within 30 days of delivery. To be eligible, the item must be unused, in its original condition and with its original packaging.

Please email dean@evertail.com.au before returning your item. Customers are responsible for change-of-mind return shipping costs. Original shipping charges are non-refundable.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or incorrect, please email dean@evertail.com.au as soon as possible with your order number, a description of the issue and clear photographs where possible. We’ll assess the issue and work with you to provide an appropriate solution.

Approved returns

Once your return has been received and inspected, we’ll let you know whether your refund has been approved. Approved refunds will be issued to your original payment method. Please allow several business days for your bank or payment provider to process the refund.

Australian Consumer Law

Our returns policy does not exclude or limit any rights or remedies available to you under the Australian Consumer Law.

Order Process

01.

Orders are generally processed within 2–3 business days, excluding weekends and public holidays. Pre-orders are processed after stock becomes available.

02.

Once your order has been placed, you’ll receive a confirmation email containing your order details. If you haven’t received it, please check your spam folder or contact us.

03.

If you have any questions or need to change your order, please contact us as soon as possible at dean@evertail.com.au. We may be unable to make changes once your order has been dispatched.

04.

Please check that your delivery address is correct before placing your order. If an order is returned to us because an incorrect or incomplete address was provided, we’ll contact you to arrange redelivery. Additional shipping charges may apply.

Is it free shipping?

Free Shipping
We offer free standard shipping on eligible Australian orders of $150 or more containing Small/Medium and Large mats.

The Extra Large Transformable Pet Living Mat is excluded from the free-shipping offer and has a $10 flat-rate standard delivery fee. Mixed orders containing an Extra Large mat will also have a $10 standard delivery fee.

Express delivery is $18 for Small/Medium and Large mats and $20 for Extra Large mats.

How long does it take to receive my order?

Orders are generally processed within 1–2 business days, Monday to Friday, excluding public holidays.

Standard delivery within Australia typically takes 3–7 business days, while express delivery generally takes 1–3 business days, depending on your location. New Zealand standard delivery typically takes 7–10 business days from dispatch.

If your order contains a pre-order item, it will be dispatched once the item becomes available. The estimated dispatch timeframe will be displayed on the relevant product page at the time of purchase.

How will my order be shipped?

Orders are dispatched from our Central Coast NSW studio using trusted Australian delivery partners. The carrier is selected based on your location and the most suitable available service. Every order includes tracking, and you’ll receive tracking details by email once your parcel is on its way.

What are your shipping costs?

Australian Shipping
Standard delivery is $10. Express delivery is $18 for Small/Medium and Large mats and $20 for Extra Large mats. Eligible Small/Medium and Large orders over $150 receive free standard delivery. Extra Large mats are excluded from the free-shipping threshold.

New Zealand Shipping
Standard delivery is $29.95 AUD, with an estimated delivery time of 7–10 business days from dispatch.

My order has already been shipped but I need to update the address. What should I do?

Please contact us as soon as possible at dean@evertail.com.au. If your order has already been dispatched, we cannot guarantee that the delivery address can be changed. Any courier rerouting fee may be passed on to the customer.