Refund policy

Key Points

• We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. For the benefit of doubt, receiving your item is deemed as received when the item has been marked as delivered.

• To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging unopened. ( Refer to Exceptions / non-returnable items)
  

Returns will be handled according to the reason for their return, and refunds will be issued in the form of a store credit or product exchange.

The Process

Ready to make a return? We're building an automated solution, but in the meantime, please reach out to us, providing your order number and advising us of the issue.

Once your return is approved, we'll promptly send you easy-to-follow instructions on where and how to send back your package. Please note that items sent without prior approval won't be processed. We're here to make the return process hassle-free for you!

What are the return shipping costs?

You're in charge of the return shipping costs where you have changed your mind or made an incorrect purchase. For your peace of mind, we highly recommend using a tracking service for all your returned items. Keep in mind that if anything goes missing during the return shipping, Get Flocked won't be able to take responsibility for it.

Note: Orders that are marked as "Returned to Sender" will have a $12 fee deducted from your store credit to cover the cost of return shipping charges from the carrier.

My order has been returned to sender

If your order is returned to us, no worries! We'll process a store credit for the products once we receive the parcel. However, please note that we can't refund the original shipping cost or any extra return-to-sender fees. Just so you know, there's a $12 return-to-sender fee, and we'll deduct that from your store credit.

To avoid any hiccups, make sure your shipping address is accurate when placing an order. We've got your back with notifications for when your parcel is on its way and when it's delivered.

My order has arrived damaged or missing items

We want your experience to be perfect! Please take a moment to inspect your order upon delivery. If you find any issues, like a defect, damage, or if you received the wrong item, don't worry—just reach out to us within 24 hours. We're here to make it right!

We're building an automated solution, but in the meantime, please reach out to us, providing your order number and advising us of the issue.

If your item arrived damaged and it was sent via Australia Post, you'll need to visit a Post Office with the damaged item and all packaging for a damage report to be completed (remember, only the person addressed on the item can do this). Just leave the item and packaging there for processing.

My order hasn't arrived

To quickly find and track your delayed/missing order, please check the tracking details in your dispatch email. Once your parcel leaves our facility, the carrier takes over its delivery. For the fastest resolution, we recommend contacting the carrier directly. They will let you know if we need to step in to help.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, treats, medications), custom products (such as special orders or personalised items), sale items and certain products for the safety of your pets (Aviator Harness, FlightSuits or any other product that has been in contact with your pet).

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Any additional shipping costs that require an exchange sent will be at the cost of the buyer.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not (as per conditions set out in this page). If approved, you’ll be automatically refunded for the products back to your original payment method within 10 business days (less any shipping/discounts/promotions applied at time of purchase). 

Please remember it can take some time for your bank or credit card company to process and post the refund too.

Effective 11th October 2023 we will only be processing store credits to change of mind, incorrect purchases or items prohibited from being sent to your location due to quarantine restrictions.

Refund Processing Fees / Restocking Fee

For store credits or exchanges no restocking fee applies.

If we process a refund back to the original payment method, under our discretion, a restocking fee of 10% applies to change of mind, incorrect purchases or items that are prohibited from being sent to your location due to quarantine restrictions, to cover unrecoverable merchant costs. This fee will be automatically deducted from your refund amount.

What happens to my Flock Rewards or Promotional gifts I received if I am eligible for a refund?

When a refund is processed, any points accrued (including bonus points) will be automatically adjusted to reflect the return.

From time to time we offer promotions, including but not limited to free gifts, when certain criteria is met. If your return causes your original order to drop below the criteria, promotions provided as part of your orginal order must also be returned. Unreturned goods will have their cost (as at return date) deducted from your refund.

Sale of Birds Policy

If within 3 days an animal (except a fish) is not acceptable to the purchaser for any reason, Get Flocked is required to take the animal back and refund 50% of the purchase price of the animal.

If within 7 days an animal is not acceptable to the purchaser for health reasons, excluding injury, and the complaint is supported by a veterinarian, Get Flocked and the animal owner will negotiate in good faith to achieve an equitable outcome.

Nothing in this clause is intended to exclude any of your statutory rights as a consumer under Australian Consumer Law. All requests for refunds/credit will be addressed in accordance with Australian Consumer Law.