Refund policy

Sticky Gecko ID — Refund & Return Policy

Thank you for shopping with Sticky Gecko ID. Because our custom-engraved 304-grade stainless steel pet tags are made to order and personalized with your unique details, we maintain a specific policy regarding returns, shipping, and refunds. Please review the terms below carefully before finalizing your purchase.

1. Personalized & Custom Items (Final Sale)

All custom-engraved pet identification tags are strictly Final Sale. Because these pieces are permanently engraved with individual text (such as names, phone numbers, or addresses), they cannot be resold, restocked, or re-used. Consequently, we cannot accept returns, modifications, or exchanges for "change of mind," sizing errors, or style preferences once your order has moved into production.

2. Shipping, Transit Damage, and Loss Liability

To keep costs as low as possible for our community, we offer budget-friendly, untracked shipping options. Please note our liability framework regarding transit:

  • Untracked / Standard Shipping: If you select untracked shipping at checkout, Sticky Gecko ID is not liable for items lost, misdelivered, or physically damaged by the postal carrier during transit.
  • Sticky Gecko Shipping Insurance (Recommended): We offer an optional Shipping Insurance add-on at checkout. Purchasing this insurance fully guarantees your delivery. If your package is lost in transit or arrives physically damaged by the carrier, we will issue a 100% free replacement immediately.

3. Production Errors or Faulty Manufacturing

While transit damage depends entirely on your shipping selection, we stand completely behind our manufacturing quality. You are fully covered for a 100% free replacement or full refund if:

  • The engraving text does not match the exact text submitted by you during checkout (e.g., a spelling mistake or typo made by our team).
  • The wrong item, size, or style was manufactured and shipped.

No Return Shipping Required: To claim a manufacturing error, simply email us at support@stickygeckoid.com within 14 days of delivery with your order number and a clear photo demonstrating the production issue.

4. The 14-Day "Oops" Safety Net (Customer Typos & Mistakes)

We understand that mistakes happen—sometimes phone numbers are typed incorrectly or names are misspelled during the checkout process. Because an ID tag with incorrect details cannot protect your pet, we offer an exclusive "Oops" Safety Net.

  • Our Commitment: If you discover a spelling or text error that you accidentally submitted with your order, notify us within 14 days of delivery. While we cannot issue a standard refund for customer errors, we will issue you a single-use 20% discount code so you can order an immediate replacement tag without paying full price.

5. Order Cancellations and Amendments

Due to our fast manufacturing turnarounds, custom engraving often begins shortly after an order is placed. If you notice an error on your order confirmation email, please contact us at support@stickygeckoid.com.au within 2 hours of placing your order. We will make every effort to intercept the order and amend the details, but we cannot guarantee changes once production has commenced.

6. Refund Processing Time

Where a financial refund is approved (such as for verified manufacturing errors), the refund will be processed automatically back to your original payment method. Please allow 3 to 5 business days for your banking institution or credit card issuer to process and post the credit to your account.

Last Updated: June 2026

For any questions regarding this policy, please reach out to our team at support@stickygeckoid.com.au