Returns Policy

Need to return an item?

At Guinea Pigs Australia, we want your experience with us to be a pleasant one - which is why we've made our returns policy as simple as possible. And if for some reason things don't go quite to plan, we have a dedicated customer service team to make everything right again!

Please note: We cannot issue credits or refunds unless you have first spoken to a Guinea Pigs Australia representative, as we need to issue you with a returns number and address before you send us back any items. Without these, we will be unable to process your return and refund the cost of your item(s)


How many days do I have to return an item?

We accept returns for up to 30 days from purchase, providing it is unopened and in original condition (including packaging). For these purchases you can return your order for exchange, Refund or store credit.

I have a faulty Item?

You can return your order for a refund if the item is faulty, not fit for the intended purpose or not as pictured on the website. Items returned after 30 days may not qualify for a refund, or may incur an extra restocking fee.

Do I need to pay postage to return the item?

The customer is responsible for the cost of an item's return, unless there was an error on our behalf. Due to the nature of couriers, it may cost more to send an item back to us than us shipping it out to you.

A Guinea Pigs Australia customer service representative must be contacted before returning goods. We can only offer refunds when we have arranged pickup and return through our courier service.

Do you offer returns on food?

We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.

Do you offer refunds on Bedding such as Vet Bed and Liners?

We cannot offer refunds or exchanges on bedding items that have been urinated and defecated on. Even if washed due to strict health policies. Please make your selections carefully, and double check your order before submitting.

Damaged Or Faulty Items

If you received a damaged shipment or product, please email photos of the damaged item to include your invoice number and name, and we will work with you to resolve the issue.

What if I received my order and it’s damaged?

In the unfortunate event that you may receive an item that appears to have been damaged, Simply contact us and our helpful customer service agents will assist you further. We will generally either replace the item or offer a refund. Please note all damages, we will ask for photos of the item and the outer box including the address label.

Cancel or Change an order

How do I cancel or change an order?

Made a mistake while ordering?

For one-off deliveries, you can cancel or change your order before it leaves our warehouse by contacting our Customer Service team.

How do I return or exchange an item?

If you'd like to return or exchange a product from your order, please reach out to our Customer Specialists. They will be able to advise you of your options for return, and assist you in organising an exchange where needed. 

I want to Pause/Cancel my Subscription Order

If you've decided that Auto Delivery is not for you, simply go to your account and press the 'Manage order' button.

Here you can select pause or cancel your Auto Delivery, as well as manage your frequency and items included in your order.  

If you'd like any advice, or aren't able to manage your Auto Delivery successfully through the instructions above please contact us we will be happy to help. 

My Order was Cancelled due to Fraud?

Our store will notify us of any high risk transactions which can include emails, addresses or names not matching the account holder or the payment method used is under a different name which does not match the billing or shipping details.

To protect the account holder we may cancel those fraudulent orders or place them on hold pending further investigation.

If your order has been placed on hold pending investigation we may refer the matter to the authorities for further clarification.

Question not answered?

Don't worry! Contact our friendly team for a solution.