Shipping & Delivery
How does shipping and delivery work?
So you've made an order? Welcome to the eSpree family!
Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours. To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.
Your products will be sent via Australia Post, and then they should be safely in your patiently waiting hands within 5-9 business days**.
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow its journey.
*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
How much do I pay for shipping?
Shipping is free to most Australian metro areas. Because our products ship from Australian warehouses, regional and remote deliveries can attract a delivery fee — this is calculated automatically at checkout based on your postcode, so you'll always see the cost before you pay. A small number of very remote postcodes can't be serviced; if that affects your order, we'll contact you straight away.
When will my order arrive?
We ship from Australian warehouses, so your order gets to you fast — no waiting weeks for something to arrive from overseas. Most orders arrive within 5–9 business days from the day you place them.
Delivery to metro areas is free. Regional and remote deliveries may attract a fee, calculated at checkout based on your postcode, and can take a little longer to arrive.
Please note: these are the delivery timeframes quoted to us by our couriers. Occasionally things happen outside anyone's control — weather, peak periods, remote routes — and a delivery can run behind. If that happens, your tracking may show a delayed date. If your order seems stuck, just email us and we'll chase it up for you.
How do I track my order?
Yay, time to celebrate – your order is on its way! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although Australia Post quote us 5-9 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 10 days, please contact us and we can launch an investigation with Australia Post.
*Please note: For any queries or issues related to your Australia Post order, we recommend you first reach out to Australia Post directly. While we understand delays are frustrating, we are required to work within Australia Post’s processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
Can I change my shipping address?
Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, don’t panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
At this time, we only deliver our products to customers in Australia.
Are there any customs/import fees?
All our products are shipped right here in Australia, out of our distribution centre. This means there’s no need to stress about any customs fees, as it’s shipping from your own backyard.
Returns & Exchanges
Do you have a returns policy?
Returns Policy
We know this is the boring legal stuff, but it's worth a quick read so you know exactly where you stand.
Faulty, damaged, or incorrect items
Your rights here can't be excluded — under Australian Consumer Law, if your item arrives faulty, damaged, or isn't what you ordered, you're entitled to a repair, replacement, or refund. Just email us at contact@espree.com.au within 7 days of delivery with your order number and a photo or two showing the issue, and we'll make it right at no cost to you.
Change of mind
We're not able to offer change-of-mind returns, so please choose carefully and check the product details before ordering. If you're unsure whether something's right for you, email us before you buy — we're happy to help you decide.
A few things to note
- To assess any return, we'll ask for a clear photo of the item, so we can see its condition before anything is sent back.
- Please don't send anything back to us before contacting us first — returns need to be arranged with us, or we may not be able to process them.
- Some items may have specific return conditions, which we'll always call out on the product page or at checkout.
Questions? Just email us at contact@espree.com.au — a real person (who also owns pets) will get back to you.
How long do I have to return the products?
We get it — sometimes an order isn't quite right, or something goes wrong. If your item arrived faulty, damaged, or isn't what you ordered, we'll sort it out for you. Just email us at contact@espree.com.au with your order number and a photo of the issue, and we'll take it from there. Please refer to our returns policy for full details.
Can I return my order for a refund?
Sadly, we know that sometimes a product just isn't quite the right fit. While we're not able to offer change-of-mind returns, your rights under Australian Consumer Law still apply — if an item arrives faulty, damaged, or isn't what you ordered, we'll arrange a repair, replacement, or refund.
*Please note: To arrange a return, contact us first at contact@espree.com.au with your order number and a photo of the issue. Please don't send anything back before speaking with us, as we may not be able to process it.
**Please note: Some items may have specific return conditions, which will be noted on the product page or at checkout.
Do I have to pay for returns?
No. If your item arrives faulty, damaged, or isn't what you ordered, we cover the cost of return postage — that's your right under Australian Consumer Law and we won't ask you to be out of pocket for it.
Just contact us first at contact@espree.com.au with your order number and a photo of the issue. We'll assess it and, if the item needs to come back, we'll arrange a return label for you.
Since we don't offer change-of-mind returns, this is the only situation where a return applies — so you'll never be stuck paying to send something back to us.
How long does it take for my return/exchange to be processed?
Once you've contacted us and we've approved your return, we'll arrange a return label and let you know the next steps. We'd strongly encourage you to grab a receipt from the post office when you send it — send us a photo of that and we can get your refund or replacement moving straight away.
If you don't have a receipt, we'll need to wait until the item arrives back at the warehouse before we can process things, which can take a little longer.
Either way, we'll keep you updated at each step — and if you're ever unsure where things are at, just email us at contact@espree.com.au and we'll chase it up for you.
How long does it take for my refund to be processed?
Once your refund is approved, you'll get an email from us confirming it's been processed. From there, it usually takes 2–5 business days to land in your account, depending on your bank.
If it's taking longer than that, we'd recommend checking with your bank or payment provider (like Afterpay or PayPal) directly, as the delay is usually on their end. Refunds are always issued back to the original payment method used for the order.
Payment
How secure is your payment?
Your privacy and security are our highest priority. We use Shopify Payments, a highly encrypted and industry-standard payment system trusted by millions of stores worldwide. Your card details are handled directly by Shopify's secure payment processor and are never stored on our end.
We also offer PayPal and Afterpay for extra peace of mind, so you can pay whichever way you're most comfortable with.
What payment types do you offer?
We accept the good old-fashioned methods — credit cards (Visa, Mastercard and American Express) as well as debit cards that work for online transactions.
If you're a bit more tech-savvy, we've also got Google Pay, Apple Pay and Shop Pay for a faster checkout. And if you'd prefer to use PayPal, that works too.
All payments are processed securely, and your card details are never stored on our end.
Do you have payment plan options?
Not just yet — we don't currently offer split-pay options like Afterpay, Klarna or Zip. We're looking at adding them down the track.
In the meantime, we accept all major credit and debit cards, plus PayPal, Apple Pay, Google Pay and Shop Pay.
How do I use a discount code?
Woo, it's on sale — so you're basically saving money (at least, that's what we tell ourselves).
Simply head to checkout and you'll see a box to enter your discount code. Pop it in, click Apply, and you'll see your saving straight away — before you get to the payment page, so you know exactly what you're paying.
*Please note: Only one discount code can be used per order. Some codes only apply to specific products, so check the details of the offer if it's not working as expected.
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn't added your discount? Never fear — that opportunity hasn't slipped away. Just email us at contact@espree.com.au with your order number and the code, and we'll sort it out for you.
*Please note: Only one discount code can be used per order, and some codes only apply to specific products — so check the offer details if it's not applying as expected.
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don't worry, we're ready to spring into action. Email us at contact@espree.com.au with your order number and a description of the issue.
To help us sort it out quickly, please include a few clear photos showing the problem — this lets us identify what's happened and get things moving straight away.
We'll get back to you as fast as we can, and we'll keep you posted until it's resolved.
I need to cancel or change my order!
These things happen! Email us at contact@espree.com.au as soon as you can with CHANGE or CANCEL in the subject line, along with your order number, and we'll do our absolute best to action it.
We work with Australian warehouses that dispatch quickly, which is great for delivery times but does mean there's a short window to make changes. If your order has already been dispatched, we may not be able to stop it — so please choose carefully at checkout, and get in touch as fast as possible if something's wrong.
We can't guarantee changes or cancellations once an order is placed, but we'll always try.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals — email is the way to go! Drop us a line at contact@espree.com.au and we'll get back to you as soon as we can.
Email also means we've got a clear record of your issue, so we can help you properly rather than losing details in a phone call.
We're a small Aussie business, so please bear with us if we don't reply instantly — but we promise we won't leave you on 'read'.
How do I provide feedback?
We always strive to be the best, so we genuinely love hearing your thoughts — good or bad.
We especially love seeing your cats putting our products to work. If you've got a photo of your furry mate enjoying their new setup, send it through — it honestly makes our day.
Drop us a line anytime at contact@espree.com.au.