SHIPPING FAQ'S

  • Can I expedite my shipping?

    Right now we do not have any priority shipping option. We are offering express & regular for domestic orders & only express option for international orders. There is a standard shipping option available for UK customers only. More on shipping in your Shipping & Tracking (https://www.h...
  • Does express shipping guarantee my order will be processed and sent the following day?

    All orders placed before - 9 am Sydney, AUS / 3:00 pm LA, USA - will be shipped that day unless there is a public holiday, orders missed that window will be shipped the next day. We only ship orders on Monday-Friday.
  • Do you process orders on weekends?

    Unfortunately, we do not process orders on weekends & public holidays.
  • Do you ship internationally?

    Yes. All our International orders whipped with DHL express (25$). Takes 2-6 business days to reach your destination, New Zealand orders take about 1-2 days. International Standard with Australia Post (19$) which takes 6-10 days, possibly longer for rural areas - is only available to UK customers....
  • Do you ship to po boxes?

    Unfortunately, we cannot ship international orders to PO boxes.
  • How can I change my shipping address?

    Contact us as soon as possible - If the item is shipped, you have to get in touch with your shipping provider to change the address. If you can’t find an option send us an email, we will see what we can do to help. Use our Contact Us (https://www.herpony.com/pages/contact-us) page to get in touch...
  • How long does delivery take & will my order arrive in time?

    Domestic Express (10$) option takes 3-5 days, possibly longer for rural areas.  Domestic Regular (8$) option takes 5-9 days, possibly longer for rural areas. All International orders shipped with DHL Express (25$), takes 2-6 business days to reach your destination, New Zealand orders take about 1...
  • How much does shipping cost in the US?

    For U.S & other International Destination - we ship orders with DHL Express costing 25$. Shipment takes 2-6 business days to reach your destination.
  • I didn’t receive an order or shipping confirmation?

    A shipping confirmation is sent after we book & ship the items with a courier. Please make sure you checked your emails including spam folder for those emails. If you still can’t locate emails - probably your email is misspelt or wrong in your order. Log in to your Her Pony account to check i...
  • My order didn’t arrive in time for the event? I want a refund.

    Firstly, we apologize for the inconvenience - once we ship orders, it’s up to couriers to ensure that shipment reaches you in time. If your shipment is delayed & you want to return the items - please follow the instruction in our How to Return (https://www.herpony.com/pages/how-to-return) &am...
  • What are your shipping options & charges?

    All Australian orders are shipped with Australia Post. Domestic Express (10$) option takes 3-5 days, possibly longer for rural areas.  Domestic Regular (8$) option takes 5-9 days, possibly longer for rural areas. All International orders shipped with DHL Express (25$), takes 2-6 business days to ...
  • What if I am missing an item, or I received the wrong item?

    Send us an email with proof at contact@herpony.com.au (mailto:contact@herpony.com.au) - we will sort it out as soon as possible. You can read our Return Policy (https://www.herpony.com/pages/return-policy) to learn more about the process.Send us an email with proof at contact@herpony.com.au (mail...
  • What shipping option offered in australia?

    For Australian customers - Domestic Express (10$) option takes 3-5 days, possibly longer for rural areas.  Domestic Regular (8$) option takes 5-9 days, possibly longer for rural areas. All orders shipped with Australia Post.
  • Where are your products shipped from?

    All orders are shipped from our warehouse in Byron Bay, NSW.
  • Will I be charged duties and taxes?

    All international orders are subject to tax & duty based on each countries policy. We send orders with duties & taxes unpaid, charges applicable in customs. You can learn more about possible tax & duty, tax & duty percentage & threshold in our Duties & Taxes (https://www.h...