Shipping
How much is shipping?
Free across Australia on orders over $75 AUD. Below that, rates are calculated at checkout.
How long does delivery take?
It depends on the piece. Ready-made items typically dispatch within 2–4 business days. Made-to-order and personalized pieces (portraits, engraved items, photo blankets) are created for you first — allow 5–10 business days of crafting before dispatch. Each product page notes its timeline.
Do you ship outside Australia?
Currently we're focused on delivering an exceptional experience within Australia. International shipping is on our roadmap — join the Founding Family newsletter to hear when it opens.
Personalized & bespoke pieces
How does personalization work?
After checkout you'll receive instructions for submitting your photo or engraving details. For portraits: one clear, eye-level photo in natural light with sharp focus on the eyes gives the best result — our artists work from what you send.
Can I see my portrait before it ships?
For hand-finished portrait pieces we share a preview for your approval before final production. Check your inbox (and spam folder) after submitting your photo.
Can I return a personalized item?
Because bespoke pieces are made to one irreplaceable likeness, they can't be restocked — so personalized items are only returnable if they arrive damaged or with a production error, in which case we'll remake or refund them promptly. Everything else carries our standard 30-day promise.
Returns & support
What's your return policy?
30 days on all non-personalized items in unused condition. Full details in our Refund Policy.
Something arrived damaged — what do I do?
Photograph it as it arrived and contact us within 7 days via the Contact page. We resolve damage cases with a replacement or refund — no lengthy forms.
Products & care
Are your treats really human-grade?
Yes — single-ingredient, made from ingredients fit for human consumption. That's the standard behind everything in The Nourishment. As with any treat, feed as a complement to their regular diet, and consult your vet for pets with specific health conditions.
How do I care for Italian leather pieces?
Wipe with a barely-damp cloth, keep away from prolonged direct sun, and condition occasionally with a standard leather balm. Full-grain leather is meant to develop character — the patina is the point.
How do I wash the beds and blankets?
Covers unzip and machine-wash cold on gentle; air-dry to protect the fabric. Foam bases spot-clean only.
Offers
Do you have a first-order discount?
Yes — code FOUNDINGFAMILY takes 15% off your first order. Bundle-minded? THEBUNDLE takes 20% off orders over $250.