Orders and Payments | Returns and Refunds | Shipping and Delivery

Orders And Payments

The simplest way to facilitate payment is via Mastercard, Visa, or PayPal via the Checkout process.
Zip pay buy-now-pay-later service is also available
Orders can also be taken over the phone during business hours Mon – Fri 8am – 5pm Saturday and Sunday 8am – 2 pm (AEST – no public holidays).

Returns And Refunds

We want all of our customers to be 100% satisfied. We know losing a pet is very difficult and we want to facilitate everything involving the aftercare of your pet, so you do not need to be burdened any further. If you are not entirely satisfied with our services and/or our products, please contact us at your earliest convenience and we will handle the return according with the Australian consumer law..

If you have received a broken or damaged urn, it is very important that you notify us within two days of receiving the package and provide evidence of the damage to be eligible. We will refund or apply the amount towards an exchange or replacement.

If you have another complaint or feedback, we are happy to assist you in resolving all your concerns.

If you are still not satisfied with the service and want to return your order, we will, at our discretion, organise a partial or full refund.

Please be advised that our return policy does not apply to shipping costs.

Please contact us at admin@puresouls.com.au

Shipping and Delivery

Pet ashes will be returned to your home or designated vet clinic within a period of 5 to 14 days.

Pure Souls hand delivers precious pet ashes personally to all pet parents who use our services. Ashes will be returned to home or vet clinic within a period of 5 to 7 days.

In regards to products sold through e-commerce (urns and memorials), we use various courier companies to ensure we always have a courier available to collect your order.

Do you ship to P.O boxes?

Unfortunately not, to ensure that you get your product safely, we can only ship to residential addresses.

How long will my order take to ship?

Once your order is placed, it will be processed within 2 working days. Delivery will generally take 3 to 6 working days, depending on location. Please Note: The impact of COVID 19 has affected shipping within Australia from 2020 onwards. Pure Souls is not responsible for any delays caused by Australia Post or third party Couriers, especially during high volume seasons.

I am unable to place an order. What can I do?

Please try the following if you are unable to place an order:

  • Try the payment process again to see if it goes through.
  • Place an order using a computer instead of a smartphone/tablet.
  • Try Google Chrome as our website tends to work best with this internet browser.
  • If your payment is still not successful, please use the contact us and provide us with a screen shot, so we assist in resolving the issue.

Can I cancel my order once it has been placed?

Unfortunately, we are not able to cancel an order if it has already been processed. 

How can I track my order?

Once your order is shipped, we will provide you with a tracking number via email or SMS. The tracking provided can be searched for on the carrier website.