Return & Exchange Policy

(Pet Tags, Dog Harnesses, Collars & Personalised Products)**

At Pet ID Tags Australia, every item is personalised with care, engraved in-house, and made especially for your pet. Because these products are custom-made, our returns policy is slightly different from stores that sell non-personalised items. We always want you to be happy with your order, so please read the details below.

🔥 Engraved Pet Tags (Personalised Items)

Because engraved pet tags are customised with your pet’s details, they are not eligible for change-of-mind returns or exchanges.

However, we absolutely stand behind the quality of our engraving.

✅ We will replace your pet tag free of charge if:

  • The engraving is incorrect due to our mistake

  • The engraving quality is faulty

  • The tag arrives damaged

  • The wrong item was sent

Just contact us with a photo and your order number — we’ll fix it immediately.

❌ We cannot replace tags if:

  • You entered the wrong details during checkout

  • You changed your mind about the design, shape, or size

  • The tag has been used or worn

  • The tag was damaged by chewing, misuse, or excessive force

If you need to correct engraving details, please email us within 1 hour of ordering, as we begin engraving soon after purchase.

🔥 Personalised Dog Harnesses & Collars

Our dog harnesses and collars are customised with engraved names, so they fall under personalised items as well.

Eligible for replacement if:

  • Incorrect engraving due to our error

  • Wrong colour or size sent

  • Faulty or damaged on arrival

  • Hardware issue (buckle, D-ring, stitching fault)

Not eligible for return if:

  • Wrong size was chosen (we always recommend checking the size guide)

  • You changed your mind about the colour or style

  • The item shows signs of wear or pet damage

  • The engraving details were entered incorrectly by the customer

If you ordered the wrong size

We offer a 50% remake discount on harnesses or collars with engraving, since they cannot be resold.
Just email us and we’ll help you re-order at the discounted price.

🔥 Non-Personalised Products (beds, treats, accessories, etc.)

Non-custom items are eligible for change-of-mind returns if:

  • Unused

  • In original packaging

  • Returned within 30 days

Refunds are issued to the original payment method once the item is received and inspected.

Return shipping is the responsibility of the customer.

Faulty or incorrect items are replaced at no cost.

🕒 Processing Time

  • Replacements: 1–2 business days

  • Refunds: 3–7 business days after item is received

  • Engraving corrections (our error): same day priority

📩 Contact Us

If you need a replacement, correction or have any questions, please email:

📧 sales@petidtags.com.au

Include your:

  • Order number

  • Photo of the item

  • Description of the issue

We’ll take care of everything quickly.

 

Refunds

Refunds (when applicable) are processed back to the original payment method within 3–5 business days after approval.

Delivery Issues

If your parcel doesn’t arrive or is lost in transit, contact us immediately. We will work with Australia Post to resolve the issue and arrange a replacement where needed.

Need Help?

We’re here to make sure you and your dog have the best experience.
If you need assistance with sizing, engraving, or choosing a harness, please reach out anytime.