Frequently Asked Questions

Shipping

How fast can you ship my items?

While we usually ship within 24 hours upon receiving the order, please allow up to 1-3 business days.

Once the package is with the courier, we unfortunately cannot confirm how fast you can get your order. For example, Christmas period is normally the busiest time of the year and it may take longer to get your items.

While we cannot make them go faster, you can at least track where your package is, along with the estimation of arrival.

Standard shipping with Australia Post usually takes between 2-4 business days.
Express shipping with Australia Post usually takes between 1-2 business days.

Which couriers do you use to deliver my items?

We are currently using Australia Post for both Standard and Express shipments. 

Do you ship internationally?

Unfortunately, at this stage we don’t ship internationally but that might change in the future.

Will I be able to track my items?

Every delivery will come with a tracking number and will be available once your order has been shipped. You will be able to see the tracking number under “My Account -> Orders”.

If you didn’t create an account on the website when you made the purchase, please contact us to request the tracking number.

You can enter your order’s tracking number at Australia Post’s website to track your shipment.

How long do I have to wait for backorder items?

This will depend on the type of products you purchase:

Clothing

As it takes time to carefully craft and make sure we have the finest quality of clothing, backorder clothing items may take up to 4 weeks before they can be delivered to your door. Best is to contact us to get an accurate shipment date.

Grooming & Accessory

This usually takes around 1-2 weeks and we will ship them as soon as we have them in stock.


Please note that our team will send the delivery information, including a tracking number once your order is ready.

 

Refund & Return Policy

Can I get a refund?

Yes, you can, under these circumstances:

  • Your purchased item is still in backorder status.
  • The item(s) is faulty or damaged upon delivery (e.g: damaged physically, stained, not well packaged).
  • The item doesn’t work as a reasonable person would expect it to work (e.g: when you have purchased the right clothing size for your dog but it tears when you wear it on your dog, or when you buy our grooming products and it irritates your dog’s skin).
  • The item(s) is different from the product image or description. Our refund & exchange policy is applicable within 30 days after you received our products. 

Please note you need to provide your Order Number, plus a picture of the damage or issue as proof and send it to us at hello@michabelandpaws.com.au in order to organise a refund.

Please also note a refund must be followed with a receipt of purchase or bank statement to show any purchase proof.

This return and exchange policy is applicable to all sales and promotional items.

Do you do goods exchange?
Yes, we do exchange with return postage covered by us, but only under these circumstances:
  • You were sent the wrong item.
  • You were sent the wrong size.
Note that we only accept exchange if the product has not been used or opened from the packaging.
 
Our refund &  exchange policy is applicable within 30 days after you have received our products.
 
Please contact our support at hello@michabelandpaws.com.au to organize your exchange. We will do a reimbursement for your return postage fee and cover the shipment back with the correct item(s).
 
Please note a refund or exchange must be followed with a receipt of purchase or bank statement to show any purchase proof.
 
This return and exchange policy is applicable to all sales and promotional items.
What if I change my mind about the purchase?

You are not entitled to a refund under these circumstances:

  • You change your mind about the purchase after you have received your item(s).
  • You’ve found the product cheaper in another store.
  • You don’t like the product.

However, we accept an exchange with return postage covered by your end, under these circumstances:

  • You’ve changed your mind and wanted to swap with another range from our products (with the same value or more).
  • You bought the wrong size.

Note that we only accept exchange if the product has not been used or opened from the packaging.

Our refund & exchange policy is applicable within 30 days after you have received our products.

Please contact our support: hello@michabelandpaws.com.au to organize your exchange. We will send you an invoice stating the delivery fee for your exchanged items to be delivered to you.

Please note a refund or exchange must be followed with a receipt of purchase or bank statement to show any purchase proof.

This return and exchange policy is also applicable to all sales and promotionals items.

Any items that cannot be exchanged?

We don’t do exchange for some of items due to hygienic purposes. Please contact our support: hello@michabelandpaws.com.au to ask further about this information.