Clarence Premium Step-In Bundle

Exchanges and Returns

We hope you love your Ace and Ellie purchases as much as we do!!

If you're not entirely satisfied with your purchase, we're here to help you. Please reach out and contact us at support@aceandellie.com and we will get straight back to you and get it sorted.

Our return address is:

Ace and Ellie
PO Box 198
ARANA HILLS QLD 4054
AUSTRALIA

Exchanges and Returns

If you find that your Ace and Ellie purchase doesn't fit, we are happy to exchange this for you or provide you with a store credit. We will do our best to make sure you have an amazing experience when you deal with our small business.

Any exchanges or returns need to be shipped within 14 days of receipt via return post for a size exchange or store credit to be issued, only if the products:

• Are not soiled or damaged in any way
• Were not purchased on sale or as a clearance item
• Were not received as a prior exchange

We recommend taking time to accurately measure your pet prior to making a purchase, and refer to the Size Charts on the individual product listings. We do not change items for a different item, only size exchange. One exchange per order.

Faulty products will be replaced or refunded. Ace and Ellie products are made from high quality and durable materials, however they are not indestructible. We guarantee our products at the time of purchase against any defects. If you encounter any problems with our products, please send an email to us at support@aceandellie.com with details and a photo of the issue.

Refunds

We do not offer refunds for change of mind or discounted sale items. We do not refund if a item does not fit your pet. We are happy to size exchange or arrange a store credit. Each item has a Size Chart which sets out the measurements of the product to ensure best fit for your pet.

Please visit our Exchanges and Returns page for full information about Exchanges and Returns at Ace and Ellie.

Shipping Policy

We understand that delayed shipping due to COVID-19 has caused much uncertainty, and we truly appreciate your patience and kind understanding. We hope you and your loved ones are staying healthy and safe in these challenging times.

If your order is taking a long time to reach you, please contact us at support@aceandellie.com and our team will work towards the best solution for you based on your latest tracking information. 

Thank you for supporting our small business!!

What is current shipping times?

Once an order is placed, it will generally take 3-4 business days for your order to be dispatched. In most cases, your parcel will be delivered through Australia Post eParcel.  The delivery time to your destination will vary according to your postcode.

Cancellation of Orders

Ace and Ellie may cancel your order if for any reason we are unable to provide you with the products you have ordered.  If this does occur, we will contact you directly to discuss this.  You will not be entitled to claim any additional amounts or seek compensation for any loss, damage or expense or for any loss of time or inconvenience caused from such cancellation.

How much does shipping cost?

$8.95 - Standard shipping
$11.95 - Express shipping (please note this does not speed up production time - just the time it takes to receive the parcel via Australia Post)

Shipping is always free for orders over $150. We may offer free shipping for lower amounts during certain sales or promotions. All items are shipped from Brisbane, Australia.

Please visit our Shipping Policy page for full information about Shipping at Ace and Ellie.