Frequently Asked Questions

🦜 Hello Pixie Flock!

Can’t find what you need? Just reach out — we’re always happy to help!

Shipping & Orders

📦What do I do if I have put the wrong shipping address in at checkout?

If you’ve noticed a mistake or something missing from your shipping address, please contact us as soon as possible. We’ll update your details before your order is sent to make sure it reaches you safely.

⏳ When can I expect to receive my order?

Please allow 3–15 business days from fulfilment for your order to arrive. If you have not received your order within 15 business days, please contact us.

🚚 When will my order be shipped?

Same day shipping applies on all orders placed before 12pm. If you order after 12pm, your order will be shipped the next business day.

Please note: during high demand seasons, sometimes we may be a little delayed. We apologise for any inconvenience.

🔍 Can I track my order?

Yes you can! All orders come with tracking. You can check the status of your order at:

👉 https://auspost.com.au/mypost/track/search

❌ Can I cancel my order before it has been fulfilled/sent?

Yes you can. Please note we only offer store credit or exchange for change of mind. We cannot refund cancelled orders regardless of when you ordered.

📭 Can I cancel my order after it has been fulfilled/sent?

No, orders cannot be cancelled during the shipping process. Once you receive your order, you will need to send it back at your own expense for a store credit.

Please note: we do not refund original shipping costs or return shipping costs. Items must be received back unopened and in good condition to be considered for store credit.

🚫 Which products cannot be shipped to Western Australia or Tasmania?

Due to strict quarantine laws, some items cannot be sent to WA or TAS — especially those containing seeds, nuts, or plant matter.

Don’t worry! If you accidentally order a restricted item, we’ll contact you and help you:

  • Exchange it for an item of equal or greater value, or
  • Issue a refund to your account for store credit or if preferred your original payment method.

Parrot Ripper Boxes

📦 What types of Ripper Boxes do you sell?

We offer two options:

  • Subscription Boxes: Delivered monthly or bi-monthly, these include free shipping, a special custom cookie in your first box, and an entry into our exclusive monthly draw. Perfect for keeping your bird entertained all year!
  • One-Off Boxes: A single, non-subscription box. Ideal for gifting or trying out a Ripper Box before committing to a subscription. Please note that these do not include cookies or free shipping.

🎁 What’s included in a Parrot Ripper Box?

Every box is packed with a mix of toys designed to keep your bird happy and engaged:

  • Shredder Toys
  • Foraging Toys
  • Chew Toys
  • Foot Toys

For subscription boxes, your first box also includes a custom cookie treat and a monthly draw entry. Every box is unique, so no two are the same!

🕒 When will my Ripper Box arrive?

  • Subscription boxes ship on or around the 15th of each month. If this falls on a weekend or public holiday, your box will ship the next business day.
  • One-Off Boxes ship individually—timing will be shown at checkout.

💳 Will I be charged twice if I order outside the billing cycle?

No! Here’s how it works:

  • If you place your first subscription order between the 1st and 10th of the month, your order will skip the billing cycle for that month, and your box will ship on the next scheduled shipment date on the 15th.
  • If you order after the 15th but before the 1st of the following month, you’ll receive the current month’s box immediately, and your billing cycle will start on the 10th of the following month.

🔄 Can I change how often I receive my subscription box?

Yes! Log in to your account and go to your subscription settings. You can choose to receive a box monthly or bi-monthly.

❌ Can I cancel my subscription?

  • Month-to-month or bi-monthly subscriptions: Cancel anytime
  • 6- or 12-month commitments: You can cancel, but you’ll need to cover the difference of your first box, if cancelling before the commitment period ends. No refunds are available for boxes already sent.

🏠 Can I change my shipping address?

By default, your box will ship to the address provided at sign-up. To update it, log in and edit your subscription details, or contact us directly to make the change. 

Please note: Changing your address in your customer account will not automatically update your subscription address.

🍪 Are cookies included with One-Off Boxes?

No — cookies are only included with your first subscription box. One-Off Boxes still come packed with a fun variety of toys!

🛒 Can I order more than one box at a time?

Absolutely! If you order multiple boxes, we’ll make sure they’re all unique, giving your birds a new mix of toys in each box.

Store Credit

❓ How does Store Credit work?

Store credit is added to your Pixie Paws Pets customer account and can be used toward any future purchase. At checkout, you’ll be able to apply your available credit to your order total

💌 How do I receive Store Credit?

Store credit is usually issued when:

  • An item cannot be shipped due to quarantine restrictions,
  • You’re exchanging a product, or
  • It’s part of a promotional offer.

If you’re eligible, we’ll send you an email to let you know the amount that’s been applied to your account.

💳 Can I use store credit and another payment method in the same order?

Yes, absolutely. If your store credit doesn’t cover the full total, you can pay the remaining balance with any accepted payment method at checkout.

🚫 Can store credit be refunded for cash?

No, store credit cannot be exchanged for cash. It can only be used for purchases on our website.

👤 How can I check my store credit balance?

Simply log into your Pixie Paws Pets account, and you’ll see your store credit balance listed under your profile. It will also show up as a payment option during checkout.

Pixie Loyalty & Rewards

🎁 If I redeem a reward, do I have to use it straight away?

Nope! Once you redeem a reward, it’ll appear under ‘Your Rewards’ on the Pixie Rewards page as a discount code. You can use it anytime on your next purchase—no rush!

🔑 Can anyone use my discount code?

Not quite! Your redeemed rewards are linked to your account, so only you can use them at checkout. Make sure you’re logged in when applying your discount.

Local Pickup

🏠 Do you offer in-store pick up?

Yes! You can order online and choose Local Pickup at checkout. Most orders are ready within 24 hours.

⏰ How do I know if my order is ready for pick up?

We’ll send you an email as soon as your order is ready. After that, just call or reply to the email to schedule a convenient pickup time — we operate by appointment only.

📅 When can I pick up my order?

Orders are generally ready 24 hours after being placed. Once you receive the notification email, contact us to arrange your pickup time.