Shipping & Returns
Shipping
At Malie, we believe everything we do should feel as calm as the moments we help create. We ship worldwide to pet parents every day, and we're here to make sure your order arrives quickly, safely, and with care — wherever you and your pet are.
Order processing
Orders are processed within 1–3 business days. During peak periods, processing times may be slightly longer. You'll receive a confirmation email as soon as your order is placed, followed by a tracking number once it ships.
Delivery times
- Australia & New Zealand: 7-12 business days
- Rest of the world: 7-14 business days
These are estimates based on standard delivery. Occasionally customs processing or postal delays can extend delivery by a few days, especially during peak periods. We'll always do our best to keep you informed if anything is held up.
Shipping costs
Shipping costs are calculated at checkout based on your location. We offer free Australia-wide shipping for orders over $50 AUD.
Tracking
Every order comes with a tracking number sent to your email once your package leaves our warehouse. You can track your order at any time using the link in your shipping confirmation.
Returns
We stand behind the Malie Collar. If it doesn't help your pet feel calmer, we want to make it right.
Our 30-Day Calm Guarantee
You have 30 days from the date of delivery to request a return. We offer returns on:
- Unopened collars in their original packaging
- Faulty or damaged items (we'll cover return shipping in this case)
For hygiene reasons, we can't physically accept opened products back once they've been worn by your pet. But if your order hasn't worked the way it should have, we still want to make it right — please reach out to us directly. We assess these cases individually and will always try to find a fair solution, whether that's a refund, replacement, or store credit.
How to start a return
- Email us at [support@getmalie.com] with your order number and the reason for your return
- If applicable we will guide you through the return process, provide you with a return authorization, and assist you with the necessary steps to send the item back to us. Please note that return shipping costs may apply, depending on the reason for the return.
- Once we receive your return and confirm its condition, we'll process your refund within 5–10 business days
Return shipping
For change-of-mind returns, the customer is responsible for return shipping costs. For faulty or incorrectly shipped items, we'll cover the cost of return shipping.
Refunds
Refunds are processed back to your original payment method. Depending on your bank, it may take an additional 3–5 business days for the funds to appear in your account after we've issued the refund.
Cancellations & Address Changes
If you need to cancel your order or update your shipping address, please email us within 12 hours of placing the order. Once an order has been processed and shipped, we're unable to make changes — but we'll always do our best to help.
Lost or Damaged Packages
If your tracking shows your order as delivered but you haven't received it, please check with neighbours and your local post office first, then contact us within 7 days of the marked delivery date so we can investigate.
For packages that arrive damaged, please email us a photo within 48 hours of delivery and we'll arrange a replacement at no cost to you.