Frequently Asked Questions
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Shipping and Delivery
What are the shipping options available?
We offer the following shipping options:
- Standard Shipping (2-8 business days after dispatch)
- Express Shipping (1-4 business days after dispatch)
- Free Standard Shipping (Australia Only) for orders over $50
We primarily use Australia Post for deliveries within Australia.
How does shipping and delivery work?
Orders usually ship within 72 hours of purchase. Once your order has shipped, you’ll receive an email with tracking details so you can monitor your package until it arrives.
Delivery timeframes (Australia) depend on your location and shipping method and do not include dispatch times. If you choose express shipping, your order will arrive within 1 to 4 business days after dispatch. With standard shipping, you can expect delivery within 2 to 8 business days after dispatch.
📦 Free standard shipping for orders over $50! (Australia Only)
Delivery times vary based on location and shipping method:
| Shipping Method | Metro Areas | Regional Areas |
|---|---|---|
| Express | 1-2 business days | 1-3 business days |
| Standard | 2-8 business days | 3-8 business days |
Note: Peak periods may result in extended dispatch times.
Do you ship internationally?
Yes, we offer international shipping! 🌍 However, please keep in mind:
- Shipping times are estimates and cannot be guaranteed.
- International shipping services vary by country. To see available shipping options, please enter your full address at checkout.
- Customs & import taxes may apply. All international customers are responsible for any customs duties or import fees required by their country. We recommend checking with your local customs office for details.
We’re happy to ship worldwide—just place your order, and we’ll handle the rest! 🐾💙
What is covered shipping?
Covered shipping guarantees your order will be replaced in the rare event it is confirmed as lost or stolen by the courier. If you choose not to select covered shipping, we cannot guarantee a replacement for your lost or stolen order.
You can upgrade to covered shipping at checkout.
How can I track my order?
Once your order has shipped, you’ll receive an email with tracking details. You can use the provided Australia Post tracking link to monitor your order until delivery.
Help! My order is lost/hasn’t been delivered?
Standard shipping takes 2-8 business days, but occasional delays may occur. If your tracking status shows ‘delayed,’ please allow extra time.
If your order hasn’t arrived within 20 days, contact us here, and we’ll investigate with Australia Post.
*Please note: The investigation outcome timeline can vary from courier to courier. We’ll do our best to help with a timely resolution.
Can I cancel my order?
If you need to cancel your order, please contact us within 24 hours.
Please be aware that our orders are processed swiftly at our fulfilment centre, so we may have limited flexibility, but we'll certainly do our utmost to assist you.
What is your return policy?
At PawPromise, we take pride in the quality of our bracelets. Since each bracelet is made with care and supports a great cause, we only accept returns if your item arrives damaged in transit.
To be eligible for a return:
- You must contact us within 7 days of receiving your order.
- Provide a clear photo of the damaged item for assessment.
- The item must be unused and in its original packaging.
Please note that change-of-mind returns are not accepted.
If your order was damaged during shipping, please reach out to us here, and we’ll be happy to assist you with a replacement or refund.
General Questions
What are PawPromise bracelets made from?
PawPromise bracelets are crafted from high-quality stainless steel and gold-plated stainless steel, designed for durability and everyday wear.
Can I send a PawPromise bracelet as a gift?
Yes! PawPromise bracelets make a perfect gift for any occasion. Simply enter the recipient’s address in the shipping details at checkout and use your own address for the billing details.
✨ Want to add a personal touch? Since we ship our orders ourselves, we can include a personalized message in the package! Just leave your message in the order notes at checkout, and we’ll make sure it’s included.
How do I apply a discount code?
At checkout, you’ll see a box labeled “Discount code” on the first page. Simply enter your code and click “Apply” to see your savings before completing your payment.
How does my purchase help shelter pets?
A portion of every PawPromise bracelet purchase helps support shelter pets in need. We are proud to contribute to organizations like the RSPCA, helping provide food, shelter, and medical care to stray and vulnerable animals, giving them hope and a second chance at finding a loving home.
Our mission is to raise awareness, inspire change, and contribute to a future where every pet is treated with kindness and respect. Through small, conscious choices and the power of a compassionate community, together, we can make a big impact. 💙
Is the bracelet adjustable?
Yes! Our bracelets are adjustable, ensuring a comfortable fit for most wrist sizes.
Is the bracelet waterproof?
- Stainless Steel Bracelets: Water-resistant and perfect for everyday wear. They won’t tarnish or rust.
- Gold-Plated Stainless Steel Bracelets: To maintain the plating’s shine, avoid excessive water exposure.