At TRAVERS, MATTHEW (`gcyaax-1x.myshopify.com`), your pet's happiness and safety are our highest priorities. We strive to provide premium pet supplies, including durable sisal scratch balls, interactive flying discs, and specialized slow feeder maze bowls. If you or your pet are not completely satisfied with your purchase, our Return and Refund Policy outlines transparent, fair, and straightforward procedures to ensure a hassle-free experience.
1. Policy Overview & Standard Return Window
We offer a generous 30-day return window calculated from the date your package is delivered to your designated shipping address. To be eligible for a change-of-mind return or exchange, items must satisfy strict quality and hygienic conditions:
| Policy Attribute |
Standard Return Requirement |
| Eligible Return Period |
30 calendar days from recorded date of carrier delivery. |
| Item Condition Standard |
Unused, unwashed, pet-hair-free, and in original resellable packaging. |
| Proof of Purchase |
Valid order confirmation number or invoice issued by gcyaax-1x.myshopify.com. |
| Contact Email Address |
[email protected] |
| Return Shipping Fee |
Customer responsible for change-of-mind shipping costs; prepaid label for defects. |
2. Category-Specific Return Standards
Due to health and hygiene standards associated with pet products, specific condition criteria apply to each product line:
Natural Sisal Play Balls
Must be unused and completely free of claws, pet hair, or saliva. Sisal fiber strands must remain intact in their original protective wrap.
Interactive Flying Discs
Discs must show zero bite marks, surface scratches, or outdoor dirt. Must include original header cards or brand tags intact.
Ergonomic Slow Feeder Bowls
Bowls must be unwashed, completely dry, and unused with food or liquids. Non-slip rubber bases and packaging inserts must be included.
Non-Returnable Items
Items showing visible signs of pet use, chewing damage, food residues, or missing retail packaging cannot be accepted for refund.
3. Step-by-Step Return Authorization Process
To initiate a return, please follow our structured step-by-step authorization procedure:
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Step 1 - Request Return Authorization: Email our support team at [email protected] with your order number, product name, and reason for return.
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Step 2 - Receive Return Label / Address: Once approved, our team will issue a Return Merchandise Authorization (RMA) number and specific packing instructions.
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Step 3 - Securely Package the Item: Pack the product carefully in its original carton to prevent damage during transit. Include the RMA slip inside.
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Step 4 - Dispatch Package: Ship the parcel to our Ingleside facility using a trackable postal or courier service. Retain your tracking receipt.
4. Inspection, Refund Processing & Timelines
Upon arrival at our warehouse, every returned item undergoes a thorough quality and hygiene inspection by our logistics team:
| Processing Stage |
Action Conducted |
Expected Timeframe |
| Warehouse Receipt |
Unpacking & physical hygiene check. |
Within 2 business days of delivery. |
| Refund Approval |
Verification against return eligibility rules. |
Email notification sent within 48 hours. |
| Payment Reversal |
Credit applied to original payment card/method. |
3 to 7 business days depending on bank. |
| Exchanges |
Dispatch of replacement item (e.g., bowl size). |
Shipped within 2 business days after approval. |
5. Damaged, Defective, or Incorrect Deliveries
We carefully inspect all sisal balls, flying discs, and slow feeder bowls prior to dispatch. However, if your package arrives damaged or incomplete, we will resolve the issue immediately:
Transit Damage Notification
Report damaged items within 48 hours of receipt by emailing [email protected]. Please attach clear photos of the damaged product and outer shipping box.
Immediate Replacement Guarantee
For verified damaged or wrong items, we will issue a prepaid return shipping label and immediately dispatch a brand-new replacement item at zero extra cost to you.
6. Australian Consumer Law (ACL) Guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
7. Official Return Contact & Warehouse Location
Please send all authorized returns, product queries, and policy communications to our official address below:
TRAVERS, MATTHEW - Return Processing Department
Owner / Operator: TRAVERS, MATTHEW
Returns Facility Address: 41 Ingleside Rd, Ingleside NSW 2101, Australia
Official Store Domain: gcyaax-1x.myshopify.com
Specialized Pet Products: Sisal Scratch Balls, Frisbee Flying Discs, Puzzle Slow Feeder Bowls
