Terms of Use

1. Acceptance of terms

By accessing polypets.com.au, placing an order with PolyPets, or submitting an expression of interest, you agree to these Terms of Use. If you do not agree, please do not use the site.

2. What we do

PolyPets creates custom pet keepsakes and related products from photos and details you provide. Our 10cm custom dog bag charms are available to order now, made to order in Queensland, and typically ship in 2–3 weeks within Australia and New Zealand.

We are also developing 20cm custom pet statues, pet memorial urns, and custom pet playing card sets. These coming-soon products are available for expression of interest only and cannot be purchased until we make them available for sale. The memorial urn concept is a 20cm custom pet statue attached to a removable lid above an ashes box/base.

Need delivery elsewhere? Email hello@polypets.com.au and we’ll see what’s possible.

3. Orders and photos you submit

You’re responsible for the accuracy of your order or enquiry details and for ensuring you have the right to use any photos you upload. We may contact you for additional images to achieve the best result. For purchased products, you’ll receive helpful updates and can request tweaks — free revisions until you love it.

Submitting an expression of interest does not create an order, reserve production capacity, guarantee availability, or require you to purchase if the product becomes available.

4. Pricing and payment

Current pricing for available products is displayed on our website, including any launch offers. Coming-soon products may not have final pricing until they are available to purchase. Checkout is processed via a secure third‑party payment provider. We do not store credit card numbers on our servers.

5. Shipping and delivery

Typical turnaround for custom dog bag charms is 2–3 weeks. We deliver available products within Australia and New Zealand and provide tracking updates. Delivery timeframes can vary due to factors outside our control. Coming-soon products do not have confirmed production or delivery timeframes until they are available to purchase.

For more details, see Shipping & Returns.

6. Happiness Promise (returns)

For products purchased from PolyPets, love it or we’ll remake it or refund you. If something isn’t quite right, email hello@polypets.com.au and we’ll make it right fast. This does not limit your rights under Australian consumer law.

7. Use of website content

Content on this site is provided for general information. You may not reuse, copy, or publish our content, branding, or imagery without permission.

8. Liability

To the extent permitted by law, PolyPets is not liable for indirect or consequential loss arising from use of this site or delays outside our control. Nothing limits your rights under Australian consumer law.

9. Third‑party links and tools

Our site may link to third‑party sites or use third‑party tools (for example, address autocomplete or payment processing). Their terms and policies apply when you use those services.

10. Changes to these terms

We may update these terms from time to time. Changes take effect when published on this page.

11. Contact

Questions about these terms? Email hello@polypets.com.au or visit /contact.