FAQ
Frequently Asked Questions (FAQ)
1. Where are you located?
Rabbit & Roo is based in Perth, Western Australia.
2. Do you ship internationally?
Yes, Rabbit & Roo ships to Australia and New Zealand.
3. What is the estimated time for completing my order?
Processing times typically take 3-4 business days, excluding weekends. Larger or more detailed items may take longer. Please check our homepage for up-to-date processing times, as they can vary, especially during peak seasons like Christmas and Easter. Custom and business products generally take 2-3 weeks to complete, depending on material availability. For other items, the turnaround time is much quicker. If we don't have the specific acrylic colour you've requested in stock, we'll notify you promptly. We may need to order it in, which could extend the production time slightly, or we will suggest an alternative colour to ensure a quicker turnaround.
4. Looking for a custom order?
Absolutely! Please email us at hello@rabbitandroo.com.au, and let’s chat about your custom ideas.
5. What is your production process like?
After receiving your order, we begin the production process. For custom and business products, we provide an artwork proof within 5 days. You may request up to two rounds of revisions at no extra cost. Once you approve the design, production begins. These products generally take 2-3 weeks to complete, depending on material availability. For other items, the turnaround time is much quicker. If we don't have the specific acrylic colour you've requested in stock, we'll notify you promptly. We may need to order it in, which could extend the production time slightly, or we will suggest an alternative colour to ensure a quicker turnaround.
6. Can I get a refund or exchange on custom items?
We do not offer refunds or exchanges on custom products unless they are damaged during transit. If your item arrives damaged, please email us within 24 hours with proof of the damage. Refunds or replacements are at our discretion, and the damaged item must be returned at the customer's expense.
7. Can I personalise my order?
Yes! Many of our products can be personalised. Simply provide the details on the product page or via email. If you have specific customisation needs, don’t hesitate to contact us.
8. What are your artwork requirements?
For logos, we prefer vector files (SVG or AI). We can trace high-quality JPEG, PNG, or PDF files, but additional design fees of $60/hour may apply if we need to adjust your logo for engraving.
9. Do you have cutting limitations?
Yes, the maximum size we can cut is 1000mm x 600mm, with a thickness range of 2mm to 7mm.
10. How long does shipping take? Do you provide delivery or pick-up?
We ship to Australia and New Zealand. Standard shipping within Australia typically takes 2-7 business days, while express shipping usually takes 1-4 business days. Shipping to New Zealand may take longer. We also offer local pickup for Perth customers.
11. What should I do if my item is damaged during shipping?
Please email us within 24 hours if your item arrives damaged. We’ll arrange a refund or replacement, depending on the situation. The item must be returned at the customer's expense.
12. Can I change my order after placing it?
Changes can be made within 24 hours of placing your order. After that, we cannot guarantee changes, but we’ll do our best to accommodate your request.
13. What is the largest size you can cut?
The largest size we can cut is 1000mm x 600mm.
14. How do I care for my products?
To ensure the longevity of your wooden or acrylic items, we recommend wiping them with a soft cloth. For wooden products, avoid excessive moisture. Acrylic items should be kept away from abrasive materials to avoid scratches.
15. Were there any unanswered questions?
Feel free to email us at hello@rabbitandroo.com.au, and we’ll be happy to assist you!