SHIPPING/PICK UP & RETURNS

SHIPPING/PICK UP

When will my order be shipped?

Please allow 1-3 business days for your order to be shipped or up to 5 business days during peak periods. If you have ordered an item on backorder, we will ship as soon as the product arrives. Back order time can vary, depending on the supplier. Some of our products are sourced from overseas. We will keep you updated with your order status, should it be on back order.

PLEASE NOTE: There are some stock delays and availability issues due to COVID-19. We do try to note any known product restock wait time where possible, but wait times for some products may be longer. We thank you for your patience in these circumstances. If you have any concerns, please contact us prior to ordering.


Can I pick up my order?

Yes! Pick up is available by appointment from Tingalpa (Brisbane), or by arrangement at any booked class or service. The pick up option will only become available upon checkout by entering a Brisbane postcode. If you are outside these areas, but would like to organise pick up from us, please use the Hemmant Scout Hall address or contact us. After your order is received, we will email you as soon as possible to organise a suitable pick up time. Frozen products, including Proudi and Suburban Pup are ONLY available for Pick Up option. Pickup restrictions are noted in the product description.


How long will it take to receive my order?

We use Australia Post and couriers, so arrival can depend on your location and provider. We do aim to choose the fastest and most economical shipping providers, to provide best value for money. Please note PO Box orders can only shipped via Australia Post. If you have an delivery requirements, please note on your order.

Do you ship internationally?

Unfortunately we do not currently ship internationally. Most products we stock are already available around the globe and shipping fees usually make an international order cost prohibitive for you, as the customer.

How much will shipping cost?

Shipping costs vary, depending on size, weight and shipping address of your order. Costs range from $3.50 for standard LickiMats, up to $20. Express post option is available, costs depend on order and location and may exceed $20.  Please contact us for large orders prior to ordering, so we can quote accurate shipping costs.

Minimising Environmental Pawprint

We aim to minimise our environmental pawprint, so wherever possible, we reuse packaging. You can also help too, by repurposing the cardboard boxes as enrichment foraging boxes. Simply fill with toys/old towels/paper/recyclables and scatter with treats or pre-filled puzzle toys. While not as flashy as some, we purposely package our treats in compostable cellophane. You can decant these into preferred jar or container to a longer shelf life. Where packaging reuse is not an option, please recycle packaging appropriately.

 

RETURNS & EXCHANGES

Each pet is individual, they all have different play, chew and interaction styles, and health needs. Our aim is to help you choose the products most suited to your pet, please ask us if you have any queries before purchasing. We are happy to exchange any unused or unopened products, provided they are in resaleable condition (including intact and original packaging), for another product/s or credit note. Postage costs and return is customer responsibility. Any difference in product cost and postage for replacement order is payable by customer. If your product of exchange is of lessor value, we will provide a store credit for the difference, no refund will be given.

We do not offer refunds for change of mind, or if your pet will not use the product (where the product has been trialled, tested, used, or opened). Please note, NO toy is indestructible. We recommend supervising your pet’s interactions and promptly remove and discard any toys that become chewed or damaged. Young dogs (up to 2 years old) are particularly prone to chewing and destruction, so please monitor them with any toys or interactive products. What may be a tough toy for one dog, could be easily chewed by another. Where any specific product offers a 100% happy or first replacement guarantee by company (e.g. West Paw), we will assist you through the process.

In accordance with Australian Consumer Law, we will offer exchange, replacement or refund for any goods that arrive damaged or defective on arrival or present with a major fault. Please note, we will source a replacement as quickly as possible, but may take some time. If the product has been discontinued, will offer alternative solutions for you to choose from. This warranty is voids products with damage or fault as a result of improper use, tampering, altering, abuse or operation contrary to recommend usage. It also does not include products with cosmetic and/or structural damage or risk from the product as a result of chewing, wear and tear or misuse.

Please contact us with any exchange or return questions or requests.