FAQs
If you don’t find the answer you’re looking for here, please contact us on hello@ziippup.com.
Shipping & Orders
Where does ziippup ship?
Ziippup ships everywhere in Australia. Domestic orders over $90 qualify for free shipping.
How much does shipping cost?
We offer free standard shipping on all domestic orders over $90! For domestic orders under $90, we charge a flat rate of $9. Your final shipping cost will be calculated at checkout. If you want your lead quicker, we offer a $15 express shipping rate.
When will I receive my goodies?
All orders ship from our Sydney warehouse within 2 business days. We’re at the mercy of Australia Post and Sendle so actual delivery times may vary but you’ll usually have your ziippup goodies within 3-5 business days.
If you want your collar or lead quicker, we offer a $15 express shipping rate.
Can I change or cancel my order?
Yes, if your order hasn’t left our warehouse, it can be changed or cancelled. Please send us an email on hello@ziippup.com.
How can I track my order?
Once your order ships, you’ll receive an email notification with tracking details. If you still have questions, please send us an email on hello@ziippup.com
What payment options does ziippup accept?
We accept all major credit cards, including AMEX, as well as PayPal, Apple Pay and Google Pay.
Returns
What’s your return policy?
Unused and unworn items with packaging intact can be returned within 30 days for a refund of the product, not the shipping cost. As a small business, we’re unable to offer free returns. Please contact hello@ziippup.com for any returns.
Can I exchange an item?
At this time we’re unable to exchange items. However, unused, and unworn items with packaging intact can be returned within 30 days for a refund of the product, not the shipping cost. As a small business, we’re unable to offer free returns. Please contact hello@ziippup.com for any returns.
12-month warranty
At ziippup we’ve worked hard to develop durable leads. If you have received a lead that you believe is faulty of damaged, or should your lead break within 12 months, please email us on hello@ziippup.com to make a claim.
Our 12-month warranty covers manufacturing and material defects only and does not include damage caused by:
- Improper use of the product.
- Dogs chewing or playing with the lead.
- Harsh cleaning or product modifications.
- Over-stuffing of the stash bag (the bag is for small items only, please don't try to put your mobile in there)
- Normal wear and tear.
If your claim is approved, we’ll happily replace the lead for you or provide a refund on a case-by-case basis.
Product information
Are your products made in Australia?
All our items are designed and developed in Australia. We wish they were also made in Australia but unfortunately, due to the limited supply and high cost of rPET, our leads are made in China.
Are your products 100% recycled?
The webbing we use for our leads are made from 100% recycled polyester (made from recycled PET bottles).
Being a brand-new business, we can’t afford to offer 100% sustainable products but we’re working towards it. The storage pouch on our leads is made from regular polyester jersey.
Is your packaging sustainable?
Yes, all our packaging is made from recycled kraft paper. Please pop it into your paper recycling bin to continue its circular journey.
We ship 99% of our leads in non-plastic, compostable mailers. Depending on destination, we sometimes use Australia Post mailers that aren't sustainable.