Engraved Pet Ashes Necklace – Custom Vertical Bar Urn Pendant

We try and process all orders the same day if possible or within 2 business days unless otherwise stated.

Standard Shipping within Australia
Delivery Time: 2-8 Business Days

Express Shipping within Australia
Delivery Time: 1-4 Business Days

Shipping outside of Australia
Delivery Time: this will depend on the country but generally 1-3 weeks. NZ usually within a week or so, USA & CAN approx 2-3 weeks depending on destination.

Free Shipping within Australia
Delivery Time: 2-8 Business Days via standard parcel post. Valid for orders over $200 excluding postage. Not valid in conjunction with any other offer including other coupon codes.

Please note that these time frames have been provided by the postal services and Top Paddock can not take responsibility for delays in the postal service, delays due to Covid peak holiday periods etc.

Tracking Your Order
Once your order has been dispatched, we will send you a confirmation email with tracking information. You'll be able to track your order directly on the carrier's website.

Delays, Loss or Damage of Items
If your order is lost or damaged in transit, please contact Top Paddock Customer Service via email within the 10 business days of placing your order so that we may assist you. Top Paddock are not liable for damaged, lost or stolen property caused by the transport company but we will assist in making a claim through them to have the item replaced.

If a card has been left for you, but the goods have not been collected in 7 days, and as a result returned to us, additional freight charges will apply to re-send the goods.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

We only accept items that have been purchased directly through our online store or in person. Any purchases made through other suppliers must be returned through the purchased source. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@toppaddock.co. 

Items sent back to us without first requesting a return will not be accepted.

We will email you confirmation of your refund as soon as we receive and check the products. The refund only applies to the returned items. The original shipping costs won't be refunded and the purchaser will be responsible for paying for the return shipping costs. This is also applicable to orders that received free shipping, and an invoice will be sent to cover postage expenses on exchanges. The refundable amount will also exclude any fees incurred through payment systems. All items returned may also incur a 12% restocking fee. 

Please note that returns will need to be sent to the following address: 2 Ti-Tree Grove, Seaford Victoria 3198 Australia

You can always contact us for any return question at hello@toppaddock.co.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

We ask that you choose carefully. Exchanges for different sizes will be considered, however not all colours and/or sizes may be available and any postage costs will be at your expense. In addition, Top Paddock reserves the right to charge a handling fee.

We will only accept returns for exchange when the goods are in unused condition, with all tags and labels attached.

We do not accept goods returned on a COD basis – these will be returned to you.

We do not accept any responsibility for goods lost in return transit.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@toppaddock.co.