Shipping Policy
Last updated: 12 September 2026
Please read this policy in full before placing your order. By completing a purchase on GrumpyPaws you confirm that you have read, understood and agreed to every term set out below.
1. Dispatch and delivery times
Your GrumpyPaws cat costume is dispatched within 1 to 3 business days of payment. Estimated delivery is approximately 2 to 3 weeks from dispatch; please allow up to 30 days. Business days are Monday to Friday, excluding public holidays.
By completing your purchase you expressly acknowledge and agree that:
- this timeframe is an estimate, not a guaranteed delivery date
- delivery may take longer than estimated for reasons set out in Section 6
- you have ordered with enough time before your Christmas event, and a delivery after the event is not grounds for cancellation or a refund
- a delay within, or reasonably beyond, this window is not a failure to deliver and is not grounds for cancellation or a refund
If the delivery window does not suit you, please do not place an order.
1.1 Orders cannot be cancelled or amended
Once payment is processed your order enters our fulfilment queue and cannot be cancelled, amended, paused or refunded. This includes requests made minutes after ordering. Requests to cancel will be declined.
2. Delivery address: your responsibility
You are responsible for supplying a complete, correct and current delivery address. Please check it carefully before paying, including unit or apartment number, street name, suburb or city, state or region and postcode.
We cannot guarantee that an address change can be made after an order is placed. If a change is possible it must be requested in writing to forgerelic@outlook.com immediately, and it cannot be made once the order has been dispatched.
We are not liable, and no refund or free replacement will be issued, where:
- the address supplied was incorrect, incomplete or outdated
- the recipient name was wrong or unrecognised at the address
- delivery failed because nobody was available to receive the item
- the parcel was refused by the recipient
- the parcel was held at a depot or collection point and not collected within the carrier's holding period
- the parcel was returned to sender for any of the reasons above
- the parcel was recorded as delivered by the carrier and subsequently went missing from the delivery location, was stolen, or was taken in by another person (unless you purchased Shipping Protection)
Where an address correction, re-delivery, depot storage or re-shipment is required as a result of an error on your side, those costs are payable by you before the item is sent again.
3. Shipping rates and free shipping
Shipping is free on every order and is shown as free at checkout before payment. Where a shipping charge ever applies, it is displayed before payment and is non-refundable except where an entire order is refunded due to our error.
4. Tracking
You will receive a shipping confirmation email with a tracking number once your order leaves our facility.
- tracking can take 2 to 5 business days to show its first scan after the email is sent, which is normal and does not mean the parcel is lost
- tracking is updated by the carrier, not by us, and we have no ability to change or speed up carrier scans
- if your tracking has not updated for 10 or more consecutive business days, email forgerelic@outlook.com with your order number and we will open an enquiry with the carrier
- always check your junk and promotions folders before contacting us about a missing confirmation email
5. Delivery and handover
5.1 Someone should be available
Where nobody is available, the carrier may leave the parcel in a safe place at their discretion, leave a card, or return it to a depot. Depot storage and re-delivery fees, if charged by the carrier, are payable by you.
5.2 Inspect on arrival
Inspect your delivery immediately and check the costume for damage before your pet wears it. Any damage, defect or incorrect item must be reported to forgerelic@outlook.com within 48 hours of the delivery timestamp recorded by the carrier, with the photographic evidence set out in our Refund & Return Policy. Do not discard the packaging until any claim is fully resolved.
5.3 Multiple parcels
Bundle orders of two or more costumes may ship in more than one parcel, may leave on different dates and may arrive on different days. Receiving part of your order does not mean the remainder is lost. Each parcel has its own tracking number.
6. Delays outside our control
Delivery estimates are not guarantees. Delays may occur for reasons outside our reasonable control, including:
- freight capacity shortages, flight rescheduling and port congestion
- customs inspection, clearance backlogs and border processing
- carrier delays, depot backlogs, misrouting and failed delivery attempts
- peak seasonal volume, including Christmas, Black Friday and the Christmas and New Year period
- public holidays in the country of origin or destination
- severe weather, natural disasters, strikes, civil disruption and other force majeure events
- incorrect or incomplete address details supplied at checkout
Delays of this kind are not grounds for cancellation or a refund. We will keep you updated and we will work with the carrier to resolve any issue.
7. Lost parcels
A parcel is treated as lost only once the carrier has formally declared it lost following an enquiry.
- enquiries are opened once tracking has shown no movement for 10 or more consecutive business days
- carrier investigations commonly take 10 to 20 business days to conclude
- where a parcel is formally declared lost in transit, we will send a free replacement at our cost
- where tracking confirms delivery, the parcel is not treated as lost. Items recorded as delivered and subsequently missing from the delivery location are not covered unless you purchased Shipping Protection at checkout, and should be reported to the carrier and, where relevant, to your local authorities
8. Customs, duties and import taxes
For international orders:
- any customs duties, import taxes, brokerage fees, handling fees or levies charged by the destination country are payable by you and are not included in the price
- these charges are set by your government and its carriers, and we have no control over the amount and cannot predict or refund it
- refusing to pay import charges is not grounds for a refund. Where a parcel is returned to sender or destroyed by customs because charges were unpaid or the parcel was refused, no refund is issued
- you are responsible for ensuring the item may lawfully be imported into your country
9. Undeliverable and returned-to-sender parcels
Where a parcel is returned to us as undeliverable, we will contact you at the email supplied with your order. You may choose to have it re-sent, with re-shipping costs payable by you. If we receive no response within 14 days of contacting you, the order is treated as abandoned and no refund is issued.
10. Order changes and duplicate orders
- quantity, bundle and add-on selections cannot be changed once an order is placed
- if you believe you have placed a duplicate order in error, email forgerelic@outlook.com within 1 hour of ordering. We will try to help, but we cannot guarantee a duplicate can be stopped once it has been dispatched
11. Payment disputes and chargebacks
You agree to contact us at forgerelic@outlook.com and allow us a reasonable opportunity to resolve any shipping issue before initiating a chargeback, payment dispute or claim with your bank, card issuer or payment provider.
- a delay within, or reasonably beyond, the disclosed delivery window is not a valid basis for a dispute
- an unclaimed, refused or incorrectly addressed parcel is not a valid basis for a dispute
- a parcel confirmed as delivered by carrier tracking is not a valid basis for a non-receipt dispute
- where a dispute is raised, we will supply the payment provider with full evidence, including your order record, timestamped proof of your acceptance of these terms at checkout, the full communication history, and carrier tracking and delivery confirmation
- accounts associated with fraudulent or bad-faith disputes may be blocked from placing future orders
Contacting us first is always faster than a dispute, and in almost every genuine case we resolve it directly.
12. How to contact us
All shipping, tracking and delivery enquiries should be emailed to forgerelic@outlook.com. Please include your order number in the subject line. We respond to all enquiries within 24 to 48 hours on business days. Enquiries sent through social media comments or direct messages are not monitored and do not satisfy the notification requirements in this policy or in our Refund & Return Policy.
13. Changes to this policy
We may update this policy at any time. The version published on this page at the time you place your order is the version that governs your purchase. We recommend saving or printing a copy with your order confirmation.