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Frequently Asked Questions
Orders made by 2pm (Eastern Standard Time) will be shipped the same day.
Free shipping within Australia will be an option for orders over $80 - Regular Post only.
Express Post is the fastest delivery from our location (Lithgow) to yours. This may not be an overnight service, but is still "fastest possible delivery" in Australia Post's words, and we find this to be the case.
Tracking is included with both Regular and Express Post services within Australia.
We will ship your goods within 24 hours, or we will advise you of any delay. Shipping within Australia by regular post will take three to five business days in a normal service, though around holidays the time is increased a little.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Shipping date estimates may appear on the shipping quotes page.
As some soaps are affected by heat, please be aware of where your package is addressed - sometimes a domestic postbox can be like a small oven, so please be advised to have it sent to another location if that is the case.
SPECIAL INSTRUCTIONS: Australia Post does not officially support special delivery instructions. Though we will try to convey them for you if we can, It's up to the discretion of the postie on the day. To best control your deliveries, perhaps consider signing up for a MyPost Deliveries card, which is free, and availing yourself of the Parcel Lockers or Post Office Pickup. Click HERE to find out more
Packages to international addresses will take varying amount of time. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose.
We can ship most goods to virtually any address in the world. Note that there are currently restrictions on some products, and some products cannot be shipped to international destinations.
IMPORTANT: If you choose an international service with no tracking or insurance, The Stray Whisker will not be responsible for the safe arrival. The minimum international Australia Post service to include tracking is listed as INTERNATIONAL STANDARD.
A "shipping" option exists for LOCAL PICKUP. This is for people who are genuinely able to pickup from our warehouse at 2/16 Donald Street Lithgow, NSW. If this option is chosen we will not ship out to you! The parcel will be kept for pickup, and we will contact you to let you know it's ready. Please ensure that you select the correct shipping option.
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Items which are unsealed, opened and/or used cannot be returned. We do not refund for change of mind.
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
30 Day Money Back Guarantee Policy for The Stray Whisker "After Balm"
If you are not satisfied with the Stray Whisker After Balm, you may return it to us for a full refund. Please contact us via email or telephone so we can log the return and make the refund on receipt.
The customer is responsible for return postage to our warehouse.
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