FAQs

***Shipping Updates***

Due to the current global pandemic our standard shipping times have increased depending on where you are in the world.

Below are the current ESTIMATED shipping times with standard post:

---Shipping to Australia---

Estimate between 8 - 25 business days.

---Shipping to Europe/UK---

Estimate between 10 - 40 business days.

---Shipping to USA---

Estimate between 10 - 35 business days.

---Shipping to Canada---

If you are shipping to Canada the only option at the moment is DHL express shipping. We are not sending orders to Canada via standard post.

---Shipping Worldwide (not listed above)---

Estimate between 8 - 25 business days.

Please note that these times are estimates only and cannot be guaranteed. We HIGHLY recommend you update your shipping method to express as not only is it a faster delivery service you will also be provided with a tracking number.

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***Shipping times***

We strongly recommend that you upgrade your shipping to receive tracking on your order. This enables both you and SmolPetsClub to keep an eye on your order when in the postal service. Please note that once your order has been shipped, SmolPetsClub is not liable for any loss or damage to the product caused by any postal service.

Delivery times are estimated as follows:

---Shipping within New Zealand---
Standard Post:    Approx 1 - 3 Business Days*
Courier Post:      Overnight*

---Shipping to Australia---
Standard Post:      Approx 5 - 10 Business Days*
Express Post:       2-5 Business Days*

---Shipping Worldwide---
Standard Post:      Approx 8 - 12 Business Days*
Tracked Shipping: Approx 2 - 5 Business Days*

*NOTE: Business Day means any day during the normal working week being Monday to Friday and excludes weekends and Public Holidays.

While we try our best to have your order arrive on time please be aware that once your order has been shipped, SmolPetsClub will not be held responsible for any delays in receiving your order. We therefore, once again, strongly recommend that the upgraded tracking option is selected at checkout. If standard postage is selected at checkout we suggest you check with your local postal service for any potential delays or interruptions.

My order hasn’t arrived by the approximate postage time, what do I do?

We strongly recommend that you purchase the upgraded postage with tracking at the time of checkout in order to properly track your order. If you have not received your order by the estimated delivery time please get in touch with us via email (smolpetsclub@gmail.com) as soon as possible.

Please be aware that postage services in your area may be affected due to extreme weather, government strikes or international postage delays. Always remember to check your original order to confirm that the postal address supplied is current and correct.

If you selected standard postage at checkout, we suggest that you contact your local postal service to check if there are any delays or interruptions to the post in your area. 

Can I change details in my order?

Should you need to change any details in your order please contact SmolPetsClub immediately. If your order is already being prepared you may be liable for additional charges in products used when preparing your order.

My order has arrived but there is an error or it isn’t what I ordered?

Please email us directly (smolpetsclub@gmail.com) should there be an error in your order. In most circumstances there may be a simple solution and a replacement product may be arranged.

How do I look after my product?

To get the most out of your tag you will need to give it a little love every now and again. Follow these easy tips to make sure your tag looks super shiny and new all the time!

**STAMPED TAGS**

Copper and brass will tarnish over time. This is a natural process that cannot be stopped. If you prefer the shiny new look for your tags there are many methods of cleaning available, however we have found that the easiest way is to clean the tag with tomato sauce/ketchup, this will remove all tarnishing! Simply dip your tag in tomato sauce for up to 10 seconds and then wipe away the sauce. Follow up with a polishing pad and your tag will be looking new in no time.

If the black ink has faded from the design/lettering simply use a heavy-duty sharpie marker to fill in the lettering and wipe away the excess. Any stubborn excess can be removed with a polishing cloth or cleaning alcohol. 

 **ENGRAVED TAGS**

 For engraved tags with a full black front, using a spare toothbrush (or something similar) with clean water, lightly scrub the front of the tag to remove any dirt or dust.

 The back of the tag (brass and copper) can be cleaned with tomato sauce (as above). However, we recommend using smaller amounts of sauce on a cotton tip to avoid the front of the tag getting sauce on it. You can follow up with a polishing pad to make really pop.