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Terms and Conditions

Refund & Exchange Policy:

Product Warranty:

If a item is damaged or faulty, we will replace the item free of charge, however the customer is responsible for the shipping cost for returning the original item to us in the orginal packaging and condition.

Incorrest Size:
If the wrong size of a product is selected, you may exchange this item for the correct size. The return postage of the original item, in original packaging, any additional costs of size change, and re-postage of the item is the responsibility of the customer. If the incorrect size is puchased we are happy to exchange it for a different size, or product, however we do not offer refunds for the incorrect size purchased. 

Exchange for incorrect Size:
-      Email with what you would like to exchange and details
-      Send the original item in original packaging, with copy of email to
       Coco & Pud (Exchanges)
       P.O Box 3345
       Robertson NSW 2577
-      Enclose a self addressed pre-paid Aus Post satchel (<500g with tracking) for us to send the new item. Additional postage or any extra cost for larger sizes can be paid by direct bank deposit. 

Change of Mind:
Please note, we do not offer refunds for change of mind, or if a pet does not wish to use a product. However, we do offer a store credit, when the product has been returned in original condition, with the original packaging, minus a restocking fee of 10% . The customer is responsible for shipping and extra charges associated with the return. If a product is returned not in original or saleable condition a refund will not be given. Items specially ordered from the USA are also non returnable and non refundable. 

Item missing or not received:
If you have ordered an item from us and you have identified an error, please contact us within 10 days of receiving your item and within 20 days of the item sent. We will dispatch the incorrect or missing item immediately.

Pre-Order Policy:
All pre-order dates are subject to change, as we are unable to control the production time or the shipping time once the goods are shipped and on there way to Australia. The pre-order ETA is subject to change multiple time, as we get a more accurate date of delivery.
Pre-order shipping prices , can in rare cases be subject to a additional charge, and are subject to change without notice.

Substitutions & Out of Stock Items:
Coco & Pud makes every possible effort to maintain adequate stock and have updated stock information available to customers.  Coco & Pud assumes no responsibility for stock shortages or manufacturing delays. If an item is backordered, it will automatically be shipped as soon as new stock arrives. You will be notified at the time you place your order if a item is backordered.

Order & Delivery Times:
Coco & Pud endeavours to ship items the same day or next business day of orders being received. Please note that we are a small business and pack all orders ourselves. At busy times of the year like Christmas orders can be delayed. Items which are stated as special orders, eg. from the USA, can possibly take up to 4-6 weeks for delivery. However, we do maintain adequate stock when possible to avoid potential delays.

Shipping & Delivery:
  1. Once an order is received by Coco & Pud the most economical shipping method of the preferred shippers will be selected.
  2. Preferred couriers and mail delvery of Coco & Pud are: Aus Post, Fastway, Couriers Please, Aus Air Express and Allied Express.
  3. Shipping fees are based on weight, box dimensions, and distance from our warehouse.
  4. We cannot ship large items including any pet houses, pet bedding, pet furniture to P.O Boxes, therefore a physical address is required.
  5. Coco & Pud does ship internationally. For international shipping costs please email for a quotation.
  6. All orders must be complete with the correct address, city, state and zip. Coco & Pud will not be responsible for an order not being delivered or being delivered late. We will ship to the address supplied on the order.
  7. If a package is returned to Coco & Pud by the courier company or if for any reason the product is refused or recipient is not available and needs to be redelivered the Retailer is responsible for the additional charges incurred for redelivery.
  8. A $15.00 fee will be billed to the Customer when the carrier needs to make an address correction or when a suite number/apartment number is not supplied,or if a package is in any way unable to be delivered. This fee will be charged for ANY address irregularity that involves the shipping company making any changes.  You will be notified via email if this situation occurs as well of any charges needed to be paid.
  9. Claims or requests for refunds on Products returned, for any reason including being due to incorrect address, will not honored.
  10. Orders are processed and delivered Monday-Friday. We do not offer weekend delivery.
  11. Tracking numbers for all shipped orders will be emailed no later than the next business day.

   Coco and Pud Australian luxury pet supplies. We offer a great range of Cat Supplies,Pet Blankets, Pet Beds, Pet Toys and Pet Furniture.

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