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FAQs

FAQ

What is your international deliveries policy?

In certain cases, there will be VAT (Value Added Tax), other taxes, customs duties and/or fees levied by your destination country. These additional charges for taxes or customs clearance charges are the responsibility of the recipient. Please check with the Customs Department in your country for more information on customs duties, foreign taxes or other fees which may apply. Any parcels which are refused will incur the base shipping fee, plus any re-delivery fees if re-delivery is requested.

Can I cancel or make changes on my order?

We work hard to get your orders fulfilled as quickly as possible. Therefore, as soon as the payment is accepted and the order is confirmed, it immediately enters our fulfillment process to be packed and shipped. This means there is a very small window of time where we can catch your order before it is physically picked, packed and shipped.

Please email us at sheltershop@sbg.org.au as soon as possible with the subject line "Cancellation" along with your full name and order number and we'll let you know how we can help.

What is your return policy?

We’re sorry you didn’t love the product! We want to make your experience with Shelter Shop excellent so send us an email at sheltershop@sbg.org.au within 30 days of receipt of your items, with your order number, the name of the product(s) and the reason why it didn't work out for you.

We will do our best to resend any missing or damaged items or issue a refund upon request.

Can I exchange a product?

At this time, we do not offer direct exchanges on any of our items.

How long does it take to receive the refund?

You should expect to receive your refund within four weeks of notifying us of any items lost in transit or damaged.

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