Shipping Methods

We ship with Australia Post.

Express Post option does not guarantee next day delivery if your order is to be handmade - the postage option is only Express for the time it takes to arrive once we have mailed it with Australia Post. If your order is urgent- PLEASE contact us thesoapymoose@gmail.com and we can give you an estimate on turnaround.

Easy Returns & Exchanges

Returns

As most of our items are custom hand made to order we can not offer returns on these items.

For ready to ship items (The neoprene range) our policy lasts 21 days.

If 21 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a refund, your item(s) must be unused, unworn, unwashed and in the same condition that you received it.

Additional non-returnable items:

-Gift cards

-Hand made to order items

-Items that have been personalised with name and/or phone numbers.

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund unless the item mailed was faulty or incorrect.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at thesoapymoose@gmail.com.

Sale items:

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges:

If you ordered the wrong size and need to exchange it, send us an email at thesoapymoose@gmail.com we will try our best to accomodate exchanges but please understand if we can’t exchange an item we customised with your name embroidered on it.

We will then ask you to return the item to us, including a self addressed prepaid satchel in the parcel for us to send the new item back to you. This will ensure you receive your new item sooner. If there is a difference in price between the items we will send you an invoice for the difference or refund the difference.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Faulty/Damaged Items:

If any items you receive are faulty or damaged, please email thesoapymoose@gmail.com within 5 days of receipt of item to notify us. Please include your order number, best contact details, details of the fault/damage and if possible a photo of the fault/damage.

After receiving your email, we will provide you with a return postage label so you can return the item to us.

Please note due to the possibility of our products selling out, we cannot guarantee that we will have the original item/size/colour in stock. If the original item is in stock, we will post you a new item. However, if the product is out of stock, we will contact you to discuss whether you would prefer a different item to the same value or a full refund (including original shipping costs). We are human too and do make mistakes too!

Warranty/Guarantee:

Here at Soapy Moose, our products are made from high quality and durable materials, however they are not indestructible. We guarantee our pet wear and accessories at the time of purchase against material defects and workmanship. If you experience a problem with any of our products, please send an email to thesoapymoose@gmail.com with details and a photo of the issue.

Please ensure that you inspect all items for wear prior to use.

We are unable to take responsibility for any injury or loss caused by the use or misuse of our products.