FREQUENTLY ASKED QUESTIONS
Q. How long will it take for my order to arrive?
Once an order is placed, please allow 1 to 3 business days for dispatch from our location. Once dispatched, delivery will be consistent with courier timeframes, which is viewable via your order's tracking number. Orders will only be dispatched once payment has been cleared and shipping is paid.
From time to time due to world events and factors beyond control freight companies experience delays which may delay a delivery.
Q. Do you ship internationally?
Yes, we ship worldwide. Shipping costs can be calculated at checkout for your order size, weight and location. Orders over $300 are eligible for free international shipping!
Q. What is your return / exchange policy?
Our policy is detailed here. We gladly accept exchanges for any orders provided the items are in retail condition, have not been damaged and are not clearance products. Postage is payable by the customer and all exchanges must be made within 7 days of delivery. If the item you would like to exchange your order with is out of stock, please contact our team at firstname.lastname@example.org for assistance.
Q. Why am I seeing a higher price at checkout?
Our website displays pricing in your location's currency for convenience and clarity. All totals shown during checkout will display in Australian Dollars (AUD) as we are an Australian-based business. Any higher amounts are simply currency conversion being displayed and are not an extra charge.
Q. The item I want is out of stock.
Due to our non compromise approach to quality, at times we experience delays due to material supply issues or delays in manufacturing our fittings. Due to this some products are temporarily out of stock.
If this has affected your order, our team will get in touch with you to confirm an alternative, or to place you on our backorder system to notify you when new stock arrives. You can opt to receive the rest of your order in the meantime and have the item/s shipped once it arrives.
Q. Something has happened / I have a problem with my order.
If you are experiencing problems with your order, please let us know by emailing email@example.com and one of our team will attend to you.
Q. What size item should I get my dog?
We recommend taking a snug measurement of your dog with a soft measuring tape or string and then selecting the appropriate sizingbefore placing a purchase. PLEASE DONT ADD length to your measurment as we have allowed for that in our sizing.
Measurements for an item are listed in the drop down menu of each product listing. Collar measurements are made on a closed collar interior circumference for a comfortable fit. For a video guide to how to measure your dog for our products, please click here.
Q. Do you have a physical store?
Yes we do! Our Campbelltown location at 1/49 Blaxland Road Campbelltown NSW 2560 functions as a showroom for our dog gear & raw food. We are located directly across from the Ford motor dealership and are located in the driveway next to Tyre Power.
Q. Can I pick up my order from your store?
Yes! Simply select 'in-store pickup' during checkout and enter your pickup date in the special instructions. Please call us prior to your arrival to ensure that we can have the order ready for pickup.
Q. Can I bring my dog to your store?
Dogs that mark are not permitted in the store due to health regulations. Any dog in store must be leashed and under control. We reserve the right to ask for out of dogs to be removed from the premises at our staffs discretion.
Q. I sent an email and I haven't received a reply?
Please allow up to 24 hours for a reply to your email. We have a small team that works very hard on all aspects of our business. Sometimes emails end up in junk or spam folders. Know that we endeavor to get back to you as soon as possible!
Q. I ordered a few days ago and just saw you have posted a sale. Can you apply the sale to my order?
Unfortunately, discount codes only apply to orders made after launch. We are unable to process discounts on any orders existing prior to sale launches.