Terms & Conditions
Shipping Details
Apparel
Please allow up to 7 business days for orders to be packed and shipped. All orders are shipped with Australia Post. According to AusPost guidelines, a standard package can take between 2-9 business days and Express 2-4 business days. These times can also vary depending on factors including delivery location, public holidays and peak postage times. The Tricky Pony Co accepts no responsibility for lost/stolen packages, or incorrect shipping addresses, however we will do our best to help recover the missing packages. The Tricky Pony Co is NOT responsible for shipping delays and/or products damaged by shipping. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to us. Please allow 1-4 business days for your tracking information to show.
Please note: Select products will be shipped from Redbubble, and The Tricky Pony Co therefore cannot guarantee shipping times, however will keep you updated with the location of your parcel.
Pre-Orders
Any purchases containing 'pre-order' products will not ship until the product is in stock, and you will be kept up to date on the status of your order. If you require other items in the purchase sooner, please email trickyponyco@gmail.com. *Please note that this may incur extra shipping charges.
IMPORTANT NOTE TO ALL CUSTOMERS OUTSIDE OF AUSTRALIA ORDERING APPAREL:
We cannot guarantee that you will or will not be charged any customs taxes or duties. You are responsible for all applicable customs, duties, taxes and fees charged by your government. Please contact your country's customs office for respective charges and rates on package coming outside of your country. International customers (outside of Australia) are responsible for all import duties, customs, and local taxes charged by your country.
Refund & Exchange Policy
Thank you for purchasing our products at thetrickyponyco.com operated by The Tricky Pony Co.
We have a 30 day return policy, meaning in most cases, you have 30 days after receiving your item to request a return/ exchange.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused. Please also be prepared to provide us with proof of purchase/ order number.
To start a return, please send us an email using the email you entered at checkout, with your order # in the subject line to trickyponyco@gmail.com
If your return is accepted, you'll be notified via reply email with instructions on how and where to send your package.
Items that are sent back to us without first requesting a return or submitting a request will not be accepted and your exchange/ refund will not be processed.
Please Note: All return costs are to be covered by the customer.
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 correct it.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Please Note: We may not have your exchange size/style in stock, this may cause delays in your return. You will be notified if this is the case.
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 offered a store credit, or refund. For credit card payments it may take 5-10 business days for a refund to show up on your statements.
Please Note: it can take some time for your bank or credit card company to process the refund.
Exceptions / non-returnable items
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on discounted item and accessories.