SHIPPING/PICK UP & RETURNS
When will my order be shipped?
Please allow 2-5 business days for your order to be dispatched and posted or up to 7 business days during peak periods. Once dispatched, shipping time will vary depending on the type of shipping selected. NOTE: Aerosol or pressurised products can only be picked up or shipped via Standard Post, not Express Post.
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.
Due to high demand and a large backlog with Australia Post nationwide, your order may take longer to arrive. By placing an order with us, you will take this current postage situation into account. We are unable to guarantee delivery in time during peak trade (Christmas etc), but will do everything we can to aim to have your order to you within this timeframe.
Please be aware that once your order has been dispatched, the arrival time is not within our control. We will provide you with a tracking number for all parcels so you can see where its travelling, except for standard LickiMat shipping which is sent as a large letter. We will sometimes send parcels chosen as Express Postage via a courier, if we feel may arrive to you more promptly.
Standard shipping parcels are sent via Australia Post or for some parcels, Sendle. Standard shipping takes 2-9 days, depending on location and shipping provider. See Australia Post for more details: https://auspost.com.au/service-updates/domestic-delivery-updates
Express shipping parcels are sent via Australia Post or via courier. Australia Post aims for overnight delivery, but no longer offer a Next-Day-Delivery Guarantee. Express shipping generally takes 1-2 business days, but could be up to 5 business days, depending on location. See Australia Post for more details: https://auspost.com.au/service-updates/domestic-delivery-updates
Can I pick up my order?
Yes! Pick up is available by appointment from Tingalpa/Hemmant (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. PO Box orders can only shipped via Australia Post. If you have any delivery requirements, please include this in your order. Please be aware that the delivery times specified are approximate and as provided by the shipping provider. We cannot guarantee these delivery times. NOTE: Due to high demand on our current postal services, your order may take longer than estimated to arrive to you.
What do I do if my order has not arrived?
Please contact us within 14 business days of your order being shipped if your parcel has not arrived. We require prompt communication in the event that your parcel has not been delivered or is considered lost to raise an investigation. We will do what we can to follow up on any missing parcels, but cannot raise any claims beyond this time frame and will not be held responsible or replace any lost or undelivered parcels.
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 address and type of shipping method chosen for your order. Standard costs range from $3.50 for standard LickiMats, up to $20. An Express Post option is available, the cost depends on order size, weight, location and may exceed $20. Please contact us for large orders prior to ordering, so we can quote accurate shipping costs.
Packaging & Minimising Environmental Pawprint
We aim to minimise our environmental pawprint, so wherever possible, we reuse and use biodegradable/composting 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. You can also recycle soft plastics with Redcycle at your local Coles or Woolworths. While not as flashy as some, we purposely package our most of our treats in compostable cellophane. You can decant your treats into preferred jar or container to maintain a longer shelf life. Where packaging reuse is not an option, please recycle packaging appropriately.
Once a parcel has been delivered to your delivery address, we take no responsibility for any damage or theft that may occur. If you will not be present to accept delivery of your parcel or feel that your address is unsafe to leave a parcel unattended, we recommend sending your order to a work address. If you are providing a work address, please always include the level (if a multi storey building) and the name of the company as the shipping provider may return to sender if you do not make these details clear. We can redeliver parcels where address is incomplete, or has been incorrectly provided, however this will incur a delivery charge, consistent with the original shipping charge of your order.
Please note that the delivery times specified are approximate and as provided by the shipping provider. We cannot guarantee these delivery times.
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.
CHANGE OF MIND & INCORRECT SIZE
Changed your mind? Incorrect size of product or harness? We will happily accept returns or exchange if the item is unused (with the original tags still attached) and in the original packaging which must be in the original condition and will upon receipt, issue you with an exchange or credit note, if you notify us within 14 days of purchase. Please note that we do not refund the postage fees for change of mind returns. If your product of exchange is of lessor value than purchase price, we will provide a store credit for the difference, no refund will be given. Any difference in product cost and postage for replacement order is payable by customer. Please see “HOW TO RETURN CHANGE OF MIND OR INCORRECT SIZE PRODUCTS” for details on how to return.
NO REFUND ON CHANGE OF MIND
We do not offer refunds for change of mind, incorrect sizing, 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 do not offer refunds on damaged or destroyed toys. 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.
NO REFUND FOR ITEMS ON CLEARANCE
All clearance items are final unless an item is proven to be damaged or faulty.
DAMAGED OR FAULTY PRODUCTS
We take care to pack your products carefully so that they won’t get damaged in transit. If, for whatever reason, they arrive damaged or faulty, we ask that you let us know within 7 days of receiving them in the mail. Any refund or exchange is void for 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.
We will arrange for the damaged or faulty product to be returned to us and you can let us know whether you would like us to either:
- send a replacement to you; or
- provide you with a refund.
Please see details below on how to organise a return.
HOW TO RETURN PRODUCTS
To return a wrong, faulty or damaged product, please follow the simple steps below:
- To let us know the issue and that you would like to arrange a product return. We will advise the best address for you to send
the products to. Contact us at firstname.lastname@example.org
- Pack and seal the item/s in their original shipping package and post them back to us.
- We will organise a refund or replacement depending on the option you have selected. Please allow for up to 14 days to
process a refund. Note that replacement delivery timeframes are subject to stock availability. In the event a replacement is
not available or discontinued, we will offer alternative solutions to choose from.
We recommend that you return the product via Registered post. Mind Body and Bowl will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.
HOW TO RETURN CHANGE OF MIND OR INCORRECT SIZE PRODUCTS
To return a change of mind or incorrect size product, please follow the simple steps below:
- To let us know you would like to arrange a product return. We will advise the best address for you to send the products to. Contact us via email@example.com
- Pack and seal the item/s in their original shipping package and post them back to us.
- Provided that we receive the products in their unused and unopened condition we will arrange for a credit note or exchange to be provided. Your credit note or exchange is awarded after the return item has been received by Mind Body and Bowl. Please keep all email references regarding your credit note or exchange.
WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?
We are more than happy to refund postage costs to return an item where the return is required due to our error for example:
- If the item is damaged or faulty; or
- If we sent you the wrong item.
Please contact us with any exchange or return questions or requests.