The Happy Hermie -
Store Policy
Refund Policy
Our refund policy covers all sales made through www.happyhermie.com.au
Returns -
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All sales are final; we do not offer return of products due to change of mind.
Refunds -
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Refunds on items not shipped yet -
- If your order has not yet been shipped, we can offer a refund on selected items or a cancellation and refund on your entire order. If you wish to cancel your order, you must contact us via email at thehappyhermie@hotmail.com
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Refund processing timeframe -
- Refunds can take up to 3-7 business days to show up in your account, depending on what payment method you have used. AfterPay refunds can take up to 10 business days, refunds back into your PayPal account can take anywhere from 3-30 business days, Klarna refunds can take up to 14 business days to clear. Once your refund has been cleared by your selected payment method, it can take another 2-7 business days for your bank to process the refund.
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Refunding a damaged or broken item -
- You must contact us within 3 days of receiving your goods to inform us of a damaged or broken item. We will require proof of damage in photo form, and these must be sent to thehappyhermie@hotmail.com in order to process a refund.
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Non-refundable items -
- Star Fish
- Sea Urchin
- Sand Dollars
- Cuttlefish Bone
- Quail Egg Yolks
- Novelty Lollipops
These items are still fine for usage, and breakage does not alter the ability for hermit crabs to consume them.
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Items missing in transit - via Australia Post -
All packages are shipped via Australia Post (www.auspost.com.au) and come with a tracking number that is provided via your shipping notification email. We are not responsible for Australia Post losing our packages in transit. If your package does go missing, we recommend enquiring with Australia Post and applying for a compensation payment. If you need further information from us, please reach out to us via email at thehappyhermie@hotmail.com.
Shipping Timeframes
Standard Postage: 4-8 business days once dispatched
Express Postage: 1-4 business days once dispatched
Urgent Order & Priority Packing
For emergency orders we offer an urgent order & express shipping for an additional fee:
Urgent Order & Express Postage: $35 - This ensures that your order is processed quickly and will be posted with express postage.
Shipping Locations
We do not currently ship internationally. Orders are shipped to both metro and regional areas within Australia. We can ship to PO boxes, Parcel Lockers, businesses, houses, and apartments.
Returned Shipments & Address Changes
If a package is returned to us due to an incorrect or incomplete address, we can reship for an additional fee or refund the total cost minus the original shipping fee.
If you need to update your shipping address, please contact us as soon as possible. Failure to promptly notify us could lead to incorrect delivery and we cannot be held responsible for the loss of package.
Add-to-Existing Order Policy
Purpose:
We understand customers sometimes want to add items to an order they’ve just placed. To keep things fair and manageable, we allow additions only when customers contact us first — we’ll issue a unique one-time code that lets you add the extra item(s) without paying another shipping charge.
Who’s eligible
Both the original order and the additional item(s) must ship to the same address.
The customer must contact us using the same email or phone number used for the original order.
The request must be made before the original order is packed or shipped (see Timeframe below).
Timeframe
Contact us within 24 hours of placing your original order, or before the order has been packed/shipped — whichever comes first.
If the original order has already been processed for packing or dispatched, we cannot combine it; a separate order will be required.
How it works (customer steps)
1. Contact our admin team either via email at thehappyhermie@hotmail.com, via phone at 0403 514 803, or via our Facebook page and provide:
Your original order number, and
The SKU/name of the item(s) you want to add.
2. Our team will verify eligibility. If eligible, we will create a unique, one-time use code and send it to you by reply.
3. Use that code at checkout when placing the new order for the item(s). The code will bypass the additional shipping charge so both orders can be combined and shipped together.
4. Once used, the code cannot be re-used.
Code rules & expiry
The code is one-time use only.
The code will expire 48 hours after issue if not used.
Codes only bypass the shipping charge — they do not change prices, discounts, or tax.
If the new items change the overall shipping category (e.g., trigger a higher shipment category), we will notify you and may not be able to combine without additional shipping — in that case we’ll discuss options.
Exceptions & limitations
We cannot combine orders that have already been packed or shipped.
We cannot combine orders that ship to different addresses.
If combining causes a change in stock allocation and an item becomes unavailable, we’ll contact you to arrange a substitution, refund, or separate shipment.
If we’re at fault
If we incorrectly fail to combine eligible orders after issuing a code, we will cover any extra shipping charged to you for the additional order.
Intellectual Property Policy
