Refunds, Returns & Cancellations Policy

We do not offer refunds or exchanges (unless your products is faulty) so please choose carefully. All of our products are printed here at Furry Peeps HQ. Actual print colours also may vary to those on your screen. Image/name position/placement may vary from those seen in design selectors which are for illustrative purposes only.

ORDER CANCELLATIONS

Postage is 100% refundable for orders which have not been dispatched. If the order has been dispatched, then no postage refund is applicable. For completed sent orders, no Authorised return for refund will be paid until the order is returned and received at Furry Peeps in original unused condition. Payment processing fees will also be deducted

RETURNS

Unauthorised returns will be refused and not accepted.

UNDELIVERABLE/CARRIER RETURNED PARCELS

When parcels are uncollected, undeliverable, refused or otherwise returned to Furry Peeps by the carrier, returned parcel charges will apply (at rates charged to US by the carrier), as well as the postage for re-sending the parcel. This may differ from the original postage amount charged, as it will be charged at the current rate from the carrier to your postcode for the measured weight (not zoned averages on estimated weights). If you do not wish to pay to have the parcel resent, 100% cancellation on products subtotal will apply, and postage is not refundable as it had already been sent (and incurred further charges, which are still payable).

CHANGES OF MIND

For changes of mind we will happily offer an exchange for another design up until the time your item is marked ‘Printing’. As all of our products are made to order we are unable to offer refunds if you change your mind after your item has been printed, so please choose your design carefully, read all of our product descriptions and also take care when typing in names. Some of our fonts are a little bit fancy and decorative, and are intended to compliment the design, so please ensure that you check out the product image before placing an order. Some fonts use old-style character representations, cursive form character representations or purely decorative forms. Some of our fonts used all uppercase, or all lowercase, or use mixed case representations (eg. ‘A’ for a lowercase ‘a’, ‘j’ for uppercase ‘J’, etc), so in these cases, it won’t matter how you have typed the name as the font may represent it differently. As all of our products are personalised, printed and/or made to order, we do not offer refunds, exchanges or returns if when you receive your item, you are are unhappy with some aspect of the product, or printing (for example the way the name looks on the design, some element of the design or some element of the printed product) and you change your mind. Replacements are only issued for spelling issues, print quality issues as deemed by Furry Peeps, and for functional defects of the product itself arising from manufacturing defects. Neither wear & tear of items through use, nor misuse of items are covered by warranties.

REFUSAL OF ORDERS

Furry Peeps reserves the right to refuse to process your order at anytime. If this occurs and your order is cancelled all fund will be returned to your account with which payment was made.

QUALITY & FAULTY PRODUCTS

As quality issues rarely occur, usually we will ask you to return the product to us for inspection or supply photographs of the perceived issue. Furry Peeps reserves the right to determine whether a product is faulty and conduct a production and quality check. If Furry Peeps deems your item is faulty a replacement item will be shipped subject to stock availability or a store credit issued for the product only. Do not include any symbols, emoticons, emojis, icons or other graphical characters etc as most of the fonts we use do not have any of these glyphs available. If they are included, then they will be omitted if unavailable in the fonts. Some glyphs can prevent details from being stored on the order. Any print quality issues, including errors in spelling/content, must be reported in writing to Furry Peeps within 7 days of receipt of your item, using either the website contact form or via email at [email protected]. Failure to report issues within 7 days is taken as unconditional acceptance of the product(s) received. Customer perceived issues with printing and/or print quality, layout, positioning, size, colour, shadowing, or otherwise are generally not actual functional print quality issues. All items are checked and have passed our QA for these and are within our normal printing limits. Occasionally something may slip through these checks, which is why you will be required to supply photos of these perceived issues. If Furry Peeps determines that there is an actual print quality issue, the item will be reprinted, or credit may be issued at Furry Peeps discretion.

ERRORS IN SUPPLIED CONTENT

We print the details as provided; we do not

correct spelling or grammatical errors
correct or identify contextual errors
identify discrepancies in information between ordered item/s
modify any other aspect of our designs by request, other than for the personalisation text.
modify designs to account for omitted information
modify customer supplied photographs other than to crop to fit into layouts
rescale customer supplied photographs. Supplied photos should be 200-300dpi
touch up, recolour, adjust, calibrate, blur, bleed, edit or otherwise of customer supplied photographs

To make the details supplied look their best & as legible as possible in our designs, our artists, at their discretion in performing the tasks, may:

adjust positioning of fields provided to fit into our designs
scale design elements including names & data provided
omit field descriptors/labels (born on, weighing, long) when this information is omitted
modify, omit partially or omit entirely the requested additional information provided for the preservation of the integrity of our digital artworks when not applicable to the product and/or design
add additional text backgrounds
tone-down poor quality customer supplied photos to try to avoid red ‘rash’ appearance of some skin tones as much as possible (on some products)

It is the customer’s responsibility to provide the correct information, in the format they would prefer it to appear to be consistent with the sample of the design they have chosen.

PRODUCT UNAVAILABILITY

From time to time our products become unavailable even after you have placed your order. We endeavour to contact customers as soon as this occurs. If this does occur a refund may be given for the out of stock item, or your order part-shipped until the item is back in stock, or an equivalent item substituted. We reserve the right to withdraw any products from sale at any time without notice. Please not that we do not part ship orders. All refunds will be processed and returned to your account with which payment was made.

Payments

We use Credit Cards (VISA/MASTERCARD) as our primary online payment method. For cardholder protection and PCI-DSS compliance, we DO NOT accept credit card details by email, by Facebook private message or via mail. Any complete credit card or cardholder details received by any other means than via the secure website credit card processing form (sent directly to the processing facility for immediate payment) will be deleted or destroyed upon discovery.

CREDIT CARD VERIFICATION FOR FRAUD PROTECTION

Once orders are received (ie payment is processed), our system will perform multiple additional checks for fraud protection. Your order may be flagged for card payment followup, and you may be requested to send a photo of the face of the card showing the first 4 and last 3 digits only, along with the name. It must be the card used and the name must match the billing name on the order. This is to ensure that YOU are the cardholder of the card used for the order, and that you are in possession of the card used. Failure or unwillingness to supply this information will result in the order being cancelled and refunded after 72hrs. This is necessary to protect both card holders and Furry Peeps from fraudulent card transactions. Orders marked for card payment follow-up will not be started until the payment is verified.

OTHER PAYMENT METHODS

As you proceed through the checkout, BSB, account and address details will be available to you. Please note: Orders will not be processed until payment has been received in full. In some cases (EFT) this can take 1-7 business days for the payment to clear (Generally 3-4 though). Payment by PayPal eCheque can take up 7-10 working days to clear.

Processing & Postage Timeframes

STANDARD ORDER PROCESSING TIMES (NON-PEAK):

As all products are printed to order, please allow up to 2 to 10 working days for us to print your items.

PLEASE NOTE – Processing times will extend past those quoted during super busy times such as Christmas so please leave enough time to ensure that you receive your order by your required date. If you do need your item in a hurry please use our rush order service.

Please be patient during the Christmas Period. We get really busy, and normal processing timeframes may extend over this time.

RUSH ORDERS

Rush orders need to be placed by midday to be dispatched by next business day. The rush order option refers only to processing/printing and DOES NOT include express shipping. Shipping options are selected on the checkout separately; if you need it in a hurry, be sure to opt for Express post postage as well.

SHIPPING COSTS

Almost all parcels sent to Australian addresses are sent using a combination of Australia Post eParcel, Couriers Please, Fastway and TNT. Tracking and signature on delivery are available on most articles. For international orders, we use International Airmail service (NO tracking, NO signature on delivery), Registered Post (Signature on delivery only), Pack ‘n Track (Tracking only) and ExpressCourier International which provides both tracking and signature on delivery, and is delivered in 2-4 business days to most locations worldwide. Furry Peeps does not accept responsibility on any lost articles, or items that are damaged in transit due to the handling of the carrier (Auspost or other). You may add domestic (Australian) postage insurance for $2.50 per $100 (contact us for international postage insurance quote), which can be arranged by contacting [email protected] before your order has been marked completed or articles dispatched.

SHIPPING TIMES

Once your order has been processed/printed and is ready for shipping, you will receive and email containing a tracking number. Furry Peeps uses the eParcel service via Australia post (unless otherwise specified on your order). Please visit the Australia Post website for postage timeframes. If you are not at home at the time of delivery and the driver feels that your item is unsafe to leave, your item will be carded and left at your local post office for collection. Please enter specific delivery instructions during the checkout process under Order Notes box (e.g. Please leave on the front porch if not at home.).

INTERNATIONAL SHIPPING

Most countries are already configured within our system, and postage will be calculated at the checkout. If your country is not available please contact us here so that we can include it. The customer is responsible for any duties, charges, taxes or otherwise payable. If you do not wish to pay import duties when received, then 100% cancellation fees apply, and return postage costs may also be payable.

TRACKING

When your order has been processed, a confirmation email will be sent advising shipping and tracking details. Please use the tracking number provided to you to track your item here: http://auspost.com.au/track/ or contact Australia Post on 13 13 18 and quote your tracking number.

INCORRECT DELIVERY ADDRESS / RETURNED OR UNDELIVERABLE PARCELS

If an incorrect delivery address is provided or a parcel is returned to us as uncollected or undeliverable, standard shipping rates will apply for re-delivery, and the returned parcel charge will also be passed on to the customer. If you do not wish to pay for the redelivery, then a 100% cancellation fee will apply to your order.

LOST ITEMS

If your item has not been delivered please contact Australia Post on 13 13 18 and quote your tracking number or contact us quoting your order number

Privacy Policy

Here at Furry Peeps, we do not use your personal information for any purposes other than to process your order. Your information in used and stored in accordance with the Privacy Act 1988. Furry Peeps does not on sell any information to any third parties.

Furry Peeps will not be held liable for any loss or damage caused by the “Furry Peeps” website or by your use thereof except wherein such liability cannot be excluded by law.

Furry Peeps uses SSL data encryption to protect ALL information supplied on the Furry Peeps website.

Who we are

Our website address is: https://www.furrypeeps.com.au. SPATZ Conceptz PTY LTD T/A Furry Peeps. ABN 76104297369. Degen Road, Capalaba Queensland 4157, Australia. (Please note that we are not open to the public).

Comments

When visitors leave comments on the site we collect the data shown in the comments form, and also the visitor’s IP address and browser user agent string to help spam detection.

Media

We take lots of pics of actual product orders and we post these to social media. By placing an order, you agree that Furry Peeps may publish photos of our designs printed onto our products with the details supplied in your order. We don’t publish photo items or items with full personal details without express consent of the customer.

If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.

Cookies

If you leave a comment on our site you may opt-in to saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.

If you visit our login page, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.

When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed.

If you edit or publish an article, an additional cookie will be saved in your browser. This cookie includes no personal data and simply indicates the post ID of the article you just edited. It expires after 1 day.

Embedded content from other websites

Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.

These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.

Who we share your data with

If you request a password reset, your IP address will be included in the reset email.

How long we retain your data

If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognise and approve any follow-up comments automatically instead of holding them in a moderation queue.

For users that register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.

What rights you have over your data

If you have an account on this site, or have left comments, you can can request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.

Where your data is sent

Visitor comments may be checked through an automated spam detection service.

We collect information about you during the checkout process on our store.

What we collect and store

While you visit our site, we’ll track:

Products you’ve viewed: we’ll use this to, for example, show you products you’ve recently viewed
Location, IP address and browser type: we’ll use this for purposes like estimating taxes and shipping
Shipping address: we’ll ask you to enter this so we can, for instance, estimate shipping before you place an order, and send you the order!

We’ll also use cookies to keep track of cart contents while you’re browsing our site.

When you purchase from us, we’ll ask you to provide information including your name, billing address, shipping address, email address, phone number, credit card/payment details and optional account information like username and password. We’ll use this information for purposes, such as, to:

Send you information about your account and order
Respond to your requests, including refunds and complaints
Process payments and prevent fraud
Set up your account for our store
Comply with any legal obligations we have, such as calculating taxes
Improve our store offerings
Send you marketing messages, if you choose to receive them

If you create an account, we will store your name, address, email and phone number, which will be used to populate the checkout for future orders.

We generally store information about you for as long as we need the information for the purposes for which we collect and use it, and we are not legally required to continue to keep it. For example, we will store order information for XXX years for tax and accounting purposes. This includes your name, email address and billing and shipping addresses.

We will also store comments or reviews, if you choose to leave them.

Who on our team has access

Members of our team have access to the information you provide us. For example, both Administrators and Shop Managers can access:

Order information like what was purchased, when it was purchased and where it should be sent, and
Customer information like your name, email address, and billing and shipping information.

Our team members have access to this information to help fulfill orders, process refunds and support you.

What we share with others

We share information with third parties who help us provide our orders and store services to you; for example —

Payments

We accept payments through PayPal. When processing payments, some of your data will be passed to PayPal, including information required to process or support the payment, such as the purchase total and billing information.

Please see the PayPal Privacy Policy for more details.

Postage

We use Australia Post as our preferred shipping agent. When processing postage, some of your data will be passed to Australia Post. This includes information required to send your parcel such as your name, address and (if provided) phone number.

Copyright + Trademarks

All content within the Furry Peeps websites including ALL Furry Peeps PRODUCTS, IMAGES/PRODUCT DESIGNS, WEB GRAPHICS, ICONS, PHOTOGRAPHS, PRODUCT DESCRIPTIONS, AUDIO & VIDEO CLIPS, SOFTWARE, AND TRADING NAMES/TAGLINES ARE SUBJECT TO AND PROTECTED BY BOTH INTERNATIONAL AND AUSTRALIAN COPYRIGHT & TRADEMARK LAWS AND REMAIN THE PROPERTY OF FURRY PEEPS® and SPATZ Conceptz Pty Ltd.

All printed products include the FURRY PEEPS® logo and/or copyright/trademark details and/or website url. All designs produced and products by FURRY PEEPS immediately become the property of FURRY PEEPS upon creation and MAY NOT be re-produced in any way, shape or from without written authorisation.

We do not authorise the re-sale of any FURRY PEEPS products without prior permission. PLEASE NOTE THAT AS SOME OF OUR DESIGNS ARE ALSO LICENSED BY OTHER COMMERCIAL COMPANIES WE ASK THAT YOU DO NOT USE THEM OR OUR PRODUCT DESCRIPTIONS / ANY OF THE INFORMATION CONTAINED WITHIN OUR WEBSITE AS YOUR OWN.

Degen Road, Capalaba Queensland 4157, Australia. (Please note that we are not open to the public)