Changing your order
You cannot cancel or modify an order online once the checkout process has been completed. If there is a mistake in your order, please notify us at email@example.com immediately and quote your Order number so we can rectify any errors prior to processing your order.
Returns and faulty goods
At Sweet Chops, we are committed to selling only the highest quality products for pets. In the event you are not satisfied with your purchase, this refund policy explains when and when you aren’t entitled to a refund:
- You are entitled to choose between a refund or exchange of an item if it has a major problem. This is when the item:
- Has a problem that would have stopped someone from buying the item if they had known about it
- Is unsafe
- Is significantly different from the sample or description
- Doesn’t do what we said it would do
If the problem is not major, we will replace the item within 14 days of its receipt. If the item is not replaced within 14 days of its receipt, you can choose a refund or exchange.
- We ask that you please choose carefully before making your purchase, as we do not normally give refunds if you change your mind or make a wrong selection. In addition, we do not provide refunds if you:
- Found the same item at a cheaper price elsewhere
- Realise you can’t afford the goods
- Knew the item had a major problem; and/or
- Were responsible for causing the major problem with the item.
- All refunds will be paid using EFT Bank Transfer. These are the only forms of refund payments offered.
- To request a refund, exchange or would like assistance with a product that you have purchased from us, please contact us at firstname.lastname@example.org
- The information in this refund policy is subject to, and/or in addition to, any other legal rights you may have under Queensland legislation.
The purchaser is required to pay all shipping costs incurred in returning items to Sweet Chops except in instances where the goods arrived faulty or the incorrect product was shipped by Sweet Chops.
Delivery charges within Australia - PLEASE READ AS WE HAVE RECENTLY CHANGED OUR PROCEDURES:
All orders for Australian customers are dispatched using Australia Express Post or Australia Regular Post of your choice chosen on checkout.
Once your order has been dispatched allow 3 -5 business days Monday – Friday for delivery within Australia or overnight Express post to most metropolitan areas.
No orders are dispatched on Friday's due to items sitting in a hot depot over the weekend.
During peak seasons, delivery may take a little longer so please allow extra time for delivery when ordering.
The total shipping and applicable charge will be displayed at checkout prior to you submitting any payment information.
For large orders freight will be calculated by Sweet Chops and advised cordially of delivery and cost please email us at email@example.com
****NOTE: We take all the necessary care when packaging your goodies which also includes lots of bubble wrap and special reflective wrapping to protect from the heat. BUT we do not take any responsiblity for the parcels once they are handed to the Courier or Australia Post. We also take no responsibility if parcels are left outside in the sun for prolong periods once dropped off by the delivery person. We advise the best way to ship is Express Post (next day delivery in most areas) and preferrably to an address that you will be availble to take ownership of the parcel.****
Tracking your order
All orders are sent a tracking number the day of shipment.
We do not DROP SHIP unless specified by the customer on checkout.
We can leave "AUTHORITY TO LEAVE" label which means the item is left at your place of address without signature, but Sweet Chops takes no responsiblity for any loss of item delivered if you wish to choose this option.
If you have not received your order within the time frame we have specified in our delivery section, please notify our customer service team at firstname.lastname@example.org and we will track your order and notify you within 24 hours.
International delivery charges
The shipping method available for international customers is Regular Airmail with a delivery time of 7-10 days (not including weekend or public holidays).
The total applicable shipping charge will be displayed at checkout prior to you submitting any payment information.
If Express postage is required, please contact Sweet Chops for payment details.
For large orders freight will be calculated by Sweet Chops and advised cordially of delivery and cost.
Sweet Chops accepts no responsibility for delays in delivery following dispatch that are due to a country’s customs (export/import) clearance requirements.
Sweet Chops dispatch’s the majority of Australian orders via a Courier and Australia Post and International via Australia Post. However, we reserve the right to utilise alternative forms of transport at our discretion. Delivery times can be up to 7 days within Australia (or more for some remote Australian locations) and up to 3 weeks for International addresses.
Shipping charges are not included in the pricing of individual items and are displayed separately at checkout prior to any payment information being transmitted to Sweet Chops.
Any import duties, customs duties or restrictions incurred by international customers are the responsibility of the customer and are beyond the control of Sweet Chops. International customers are advised to check with the relevant authorities in their country before placing an order with Sweet Chops.
Stock and availability
We can only guarantee availability of merchandise while stocks last. If the item you order is temporarily out of stock, we will contact you via email within 48 hours of receipt of your order to advise you of any revised delivery date, or to allow you to cancel or change your order.
All prices are stated in Australian Dollars. All transactions will be processed in Australian Dollars.
If you have any queries or comments about Sweet Chops products, service or the website, please email email@example.com and we will respond to your query within 24 hours.