Terms of service

Terms of Service

Last updated: October 2026

These Terms of Service govern your use of the Max and Tobby website and your purchase of products from us. By accessing our website or placing an order, you agree to these Terms.

1. About Us

Max and Tobby is an Australian pet brand based in Queensland, Australia. You can contact us at hello@maxandtobby.com.

2. Eligibility and Acceptable Use

You must be legally able to enter into a binding agreement to use this website or place an order. You must not use our website or products for any unlawful, fraudulent or unauthorised purpose, or interfere with the website's operation or security.

3. Products and Availability

We aim to describe and display our products accurately. Colours and appearance may vary slightly because of screen settings, photography, handmade elements and normal production variations. Celebration boxes may contain handmade components, and any surprise gift or toy may vary from images while remaining of comparable purpose and value.

All products are subject to availability. We may limit quantities, discontinue products or correct errors in descriptions, prices or availability.

4. Personalised Products

You are responsible for checking all names, spelling and personalisation details before submitting your order. Personalised items are made using the information provided at checkout and generally cannot be changed or cancelled once production has begun. They are not returnable for change of mind or customer-input errors, subject always to your rights under the Australian Consumer Law.

5. Pet Clothing and Sizing

Please review the size chart in the product image gallery and measure your pet before ordering. Selecting an incorrect size does not qualify for a change-of-mind return. This does not affect your rights if an item is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.

6. Orders

Submitting an order is an offer to purchase. An order is accepted when we confirm it and payment has been successfully processed. We may refuse or cancel an order where a product is unavailable, pricing or product information is incorrect, fraud is suspected, or we cannot fulfil the order. If we cancel an order after payment, we will refund the affected amount.

Requests to change or cancel an order are not guaranteed once preparation or personalisation has started.

7. Prices and Payment

Prices are displayed in Australian dollars (AUD). Applicable taxes and shipping charges are shown at checkout. Payment must be authorised using one of the payment methods available at checkout.

8. Processing and Shipping

We currently ship within Australia only. Celebration Boxes require approximately 4 business days for preparation. Personalised Christmas Stockings require approximately 2 business days. Processing times are estimates and are separate from Australia Post delivery times. Full shipping charges, estimated delivery times and other conditions are set out in our Shipping Policy.

9. Returns, Refunds and Damaged Products

We do not accept returns for change of mind. If an item arrives damaged, faulty, incorrect or not as described, contact us promptly at hello@maxandtobby.com and provide proof of purchase and clear photographs of the item and packaging. Please retain the item and packaging while we assess the issue. Our Return & Refund Policy forms part of these Terms.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

10. Pet Safety

Pet products and celebration accessories must be used responsibly and under appropriate supervision. Remove packaging before use. Do not allow pets to chew or ingest decorative items, clothing, small parts, candles or packaging. Discontinue use if an item becomes damaged or presents a hazard. You are responsible for selecting products appropriate for your pet's size, behaviour and needs.

11. Trade Mark and Intellectual Property

The MAX & TOBBY logo is a registered Australian trade mark, Trade Mark No. 2234341, registered in Class 18 for specified animal clothing, pet clothing, coats and collars.

The registered trade mark, logo, illustrations, photographs, written content, product presentation and other Max and Tobby brand assets must not be copied, reproduced, modified, distributed or used for commercial purposes without prior written permission.

12. Third-Party Services

Our store may use or link to third-party services, including Shopify, payment providers and Australia Post. Their services may be subject to separate terms and privacy practices. We are not responsible for third-party websites or services outside our reasonable control.

13. Liability

To the maximum extent permitted by law, Max and Tobby is not liable for indirect or consequential loss arising from use of the website or products. Any limitation in these Terms applies only to the extent permitted by law and does not limit rights or remedies available under the Australian Consumer Law.

14. Changes to These Terms

We may update these Terms from time to time. The version published on our website at the time of your order will apply to that order unless the law requires otherwise.

15. Governing Law

These Terms are governed by the laws of Queensland, Australia. You submit to the courts and tribunals with jurisdiction in Queensland, subject to any rights you have under applicable consumer law.