Delivery & Returns

Last Updated: 24/08/2021

Table of Contents

Shipping FAQs

Where do you ship from?

All our products are shipped from Brisbane, Australia.

Where do you ship to?

Due to COVID-19, we currently only ship to Australia.

If you live somewhere else and would like to place an order, please contact us and we’ll do our best to accommodate you.

What Shipping Methods Are Available?

We offer a variety of different shipping options to suit your needs. You can check your available shipping options and prices at the checkout page, *before* you need to put all your details in (because doing it any other way is just annoying!)

All our orders are shipped with Australia Post. We are not responsible if your order does not get delivered, but we always do our best to help troubleshoot and find a solution.

If you experience any issues with the delivery of your order, please don’t hesitate to contact us.

Standard Shipping

  • Tracked
  • 3-10 business days

Express Shipping 

  • Tracked
  • 2-5 business days

Please note that the above are average shipping times and they can sometimes vary due to COVID-19. Learn more here: Current delivery times & COVID-19 updates

How Long Will It Take To Get My Package?

We ship your order within 1-3 business days, and try to get express orders out as quickly as possible.

Standard delivery options take 3-7 business days on average.

Express delivery takes 1-3 days on average, however please be patient with AusPost as they may be dealing with delays due to COVID-19.

This means the total turnaround time from the moment you place your order, is approximately 4-10 business days for standard deliveries, and 2-5 business days for express deliveries.

Returns & Refunds FAQs

Change of mind returns

We want you to be happy with your purchase, so we accept change-of-mind returns within 14 days of delivery – no questions asked.

If you are unsatisfied with your order within 14 days of the delivery date, please contact us to initiate the return process.

Once we’ve reviewed your request, we will contact you with further instructions. Please note that we do not accept any returned items without prior authorisation by us. 

Please note that personalised items and products on sale are excluded from this and can’t be returned. 

We accept returns of all unused items that are returned to us in the same condition as you received them, for a full refund to your original payment method minus any shipping and handling fees.

If you paid a shipping fee when you ordered, it can not be refunded. 

We do not cover the return shipping cost. We hope you understand that as a small business, we unfortunately can’t afford to offer free shipping change-of-mind returns.

We strongly encourage you to keep the receipt that includes your tracking number until your refund has been processed. We do not guarantee that we receive your returned item. If the returned item gets lost or encounters any other issues during the delivery, please resolve it through the customer support of your shipping provider.

Returns need to be sent to Brisbane, Queensland.

To return an item, please contact us for the return shipping address and further instructions. 

I purchased a personalised item

We hope you understand that we can’t accept change-of-mind returns for products that have been personalised.

That said, we of course offer easy refunds or replacements if we made a mistake with your order. If that happens, we want you to know that we’re truly sorry. We do our best to provide you with a great service, but sometimes innocent mistakes still happen.

If you feel like there’s anything at all wrong with your order, please contact us and we’ll investigate and send you further instructions as soon as possible.

I received the wrong item

If you received a different item to the one you ordered, first of all we’re sorry – that shouldn’t have happened. 

Please contact us so that we can start the problem-solving process. 

This normally means that you can choose between a full refund, or having a new item sent to you via tracked Express Post. 

My order never arrived

We ship all orders with Australia Post.

If you received a tracking number via e-mail but your order wasn’t delivered within a reasonable time, please check the tracking tool first as your order may be waiting for you at your local post office: Australia Post Tracking

If this doesn’t resolve your problem, please contact us so that we can start to investigate with AusPost on what might have happened 🕵️‍♀️ 🐶

How Can I Cancel My Order?

If you made a mistake with your order, contact us immediately and we’ll try our best to accommodate you. Please note that if your order has already been personalised and/or shipped, we may not be able to offer a refund.

I purchased an advertised product from another business

At dogsofaustralia.com.au we bring together lots of independent sellers from around Australia. This means that some products that are featured on our website can’t be purchased from our website. Instead, our role is to help spread the word about the other small businesses. 

If you like a product that can’t be purchased through us, you will be sent to the sellers website to buy directly from them when you click the button on the product listing page.

Please note in that case, their respective Shipping, Refund & Returns policies apply. Our policies only apply for products that have been purchased through our website – dogsofaustralia.com.au

What are my rights as a consumer?

Businesses aren’t legally required to offer change-of-mind returns. 

If a product you buy fails to meet a consumer guarantee though, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. 

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