SHIPPING RATES

We ship free, Australia wide. We work with courier partners who can deliver our heavier furniture items and provide the most efficient delivery service with the most reasonable price for these large items.

Our delivery partners use street addresses only, so be sure to accurately enter your home or work address so your order is delivered as quickly as possible. 

PACKAGING

We aim to minimise the impact of our products on the environment, and so the packaging we use to keep your order secure and in pristine condition has been carefully considered. Wherever possible we have used upcycled, compostable and/or recyclable materials. 

RETURNS

We get it, sometimes the size isn't quite right! If you have received your order but changed your mind, simply return it to us unused and in its original packaging and we will refund the full amount, less the cost of return delivery.

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. Please contact us at bestfriends@thepawsroom.com.au to agree your return with us.

We unfortunately, cannot accept any item not in its original condition, is chewed, damaged or missing parts for reasons not due to our error. 

DAMAGED PRODUCT

We do our best to ensure your crate arrives in premium condition although sometimes accidents do happen! If your product arrives with any damage please contact us at bestfriends@thepawsroom.com.au and share images of the damage. We will arrange a replacement to be sent to you asap and arrange collection of the faulty product. 

Given the nature of the material, it is very likely that there will be deviations in the wood, including knots, closed cracks, curly grain, sap stains and bark pockets. It does not have the uniform appearance of some other materials - that's one of the things we love about it! Unfortunately we can not accept returns based on such markings in the plywood.