Shipping - Domestic and International

         Shipping Terms & Conditions

  1. Frankie & Friends ship our Pet Accessory items both domestically here in Australia as well as globally.
  2. Domestically we primarily send our items through Sendle, - or otherwise through Australia Post. Domestic orders are sent with "Authority to Leave" at your nominated address.
  3. Internationally our carrier of choice is Sendle
  4. Should Frankie & Friends not have your chosen item in stock in our warehouse we will automatically place your items on pre-order. These items may take a number of weeks to be available for delivery. We will notify you of the anticipated delivery time. Having a pre-order item amongst other items in your order, will hold back the delivery. Email us at contact@frankieandfriends.com.au if you would like to arrange an alternative.
  5. Delivery dates included in the description of items are approximate and subject to change. The shipping window stated reflects when the item will be shipped out - you need to allow the nominated shipping days for it to arrive depending on where you are located
  6. Frankie & Friends will ship your items within 1-3 business days of receiving your cleared funds in our account.
  7. While we try hard to ensure your order is delivered domestically and internationally within estimated delivery times, we cannot guarantee your item(s) will be delivered within these time frames. In busy periods, shipping times may take longer. The delivery time to your destination will vary according to your postcode and country. Please allow extra time for post deliveries at peak times i.e. Christmas and Easter. Frankie & Friends does not accept any responsibility for shipping times, and we cannot refund items that arrive later than required.
  8. We do not take responsibility for third party damage or loss, so please choose your shipping destination carefully.
  9. On delivery to your nominated address a signature will be required. If no-one is available to sign for your parcel, the courier is expected to leave a card advising you of your pick-up options. As this may not always happen, we advise you to keep track of your delivery through your courier tracking number that can be found online in your Frankie & Friends account. If for any reason you do not arrange to pick the parcel up promptly from the postal outlet, the parcel will be returned to us. Should this happen, you will be required to pay a fee for re-delivery.
  10. With International Shipping, please allow up to 3 business days for your order to be dispatched. Your order will be delivered through Sendle, Australia Post or Fastway. The delivery time to your destination will vary according to your postcode (please note it can take up to 20 business days to arrive).
  11. In addition to the Items and delivery charges we apply to your order, you may also be required by your country of residence to pay import duties and taxes. These duties and taxes will be charged separate to your item and shipping costs. Please contact your local customs office for further information so that you are sure about the applicable duties and taxes before you place your order. We are not responsible for payment of such duties and taxes and if you refuse to pay such duties and taxes and the order is returned to us, we will require you to pay any costs that we have incurred as a consequence.
  12. Delivery times for international orders will vary depending on the country, state and post code. Please use your tracking number as a reference to check the status of your delivery.
  13. We cannot be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.
  14. Delivery times do not include weekends or public holidays.
  15. Customs delays may add to shipping and delivery time frames.
  16. Frankie & Friends takes goes to great lengths to ensure that your item arrives in perfect condition, free from defect. All our items are carefully packed and posted in secure packaging for maximum protection however please be advised that we do NOT take any personal responsibility for the courier service, with the slim chance the item becomes lost or damaged in transit.
  17. In any instance where your item has been recorded as being delivered by our carrier and thereafter stolen or lost, liability and loss rests with you.
  18. You must ensure that you have provided the correct address for delivery. Please advise us as soon as possible prior to sending your item if your address is incorrect and provide us with the correct shipping information. Please note however that once your order is processed; we are unable to change the shipping address. It is the buyer's responsibility to ensure that this is correct. We are unable to give refunds, if we are supplied with an incorrect address. If a re-shipment of the order is required because of an incorrect address (once an order is returned to us for this reason), the buyer will be responsible for the additional shipping costs to re-ship the item.
  19. Please note that Frankie & Friends may cancel your order if for any reason we are unable to provide you with the Products subject to your order. We will contact you in this instance. Should this occur you will not be entitled to claim any additional amounts or seek compensation for any loss, expense or damage (either direct or consequential) or for any loss of time or inconvenience, which may result from such cancellation.