Refund Policy

 

Our refund policy covers all sales made through www.happyhermie.com.au

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Returns -

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• All sales are final, we do not offer return of products due to change of mind or damage.
   

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Refunds -

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1. ​​Refunds on items not shipped yet -​
   - If your order has not yet been shipped, we can offer a refund on selected items or a cancellation and refund on your entire order. If you wish to cancel your order, you must contact us via email at thehappyhermie@hotmail.com
    

2. Refund processing timeframe -
   - Refunds can take up to 3-7 business days to show up in your account, depending on what payment method you have used. Afterpay refunds can take up to 10 business days, refunds back into your PayPal account can take anywhere from 3-30 business days, Klarna refunds can take up to 14 business days to clear. Once your refund has been cleared by your selected payment method, it can take another 2-7 business days for your bank to process the refund. 
    

3. Refunding a damaged or broken item -
   - You must contact us within 3 days of receiving your goods to inform us of a damaged or broken item. We will require proof of damage in photo form, and these must be sent to thehappyhermie@hotmail.com in order to process a refund. 
    

4.  Non-refundable items -

   - Star Fish
   - Sea Urchin
   - Sand Dollars
   - Cuttlefish Bone
   These items are still fine for usage, and breakage does not alter the ability for hermit crabs to consume them.
    

5. Items missing in transit - via Australia Post -
   All packages are shipped via Australia Post (www.auspost.com.au) and come with a tracking number that is provided via your shipping notification email. We are not responsible for Australia Post losing our packages in transit. If your package does go missing, we recommend enquiring with Australia Post and applying for a compensation payment. If you need further information from us, please reach out to us via email at thehappyhermie@hotmail.com.

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Shipping Timeframes

 

Standard Postage: 4-8 business days once dispatched

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Express Postage: 1-4 business days once dispatched

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Rush Order & Priority Packing

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For emergency orders we offer rush shipping or priority packing & express post for an additional fee:

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Rush Order: $15.00 - This ensures that your order is processed quickly, however it does not include shipping costs.

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Priority Packing & Express: $32 - This ensures that your order is processed quickly and will be posted with express postage.

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Returned Shipments & Address Changes

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If a package is returned to us due to an incorrect or incomplete address, we can reship for an additional fee or refund the total cost minus the original shipping fee.

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If you need to update your shipping address, please contact us as soon as possible. Failure to promptly notify us could lead to incorrect delivery and we cannot be held responsible for the loss of package.

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Combined Shipping on Multiple Orders

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If you wish to make multiple orders and combine the shipping, you can use the code ADDTOORDER in the coupon code section at checkout. This will bypass the second shipping fee, and we will combine your orders into the one package. If your second order is too large to be combined under the original shipping fee, we will contact you for payment to upgrade the shipping to the next shipping tier.

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Shipping is calculated at checkout based on the following tiers:

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- Light Weight

- Medium Weight

- Heavy Weight/Large Items