What payment methods do you accept?
What does 'awaiting fulfilment' mean?
What type of postage do you use?
We send all of our orders via Australia Post, with the exception of some courier items like crates and treadmills which ship via courier. We also offer a pick-up service if you live locally and would like to arrange a time to collect your order and save on postage.
How soon will my order be posted?
Once payment is received and has cleared on our end, we endeavour to ship orders within 1-3 business days. However, orders that require a courier (such as crates and dog tunnels) or special order items can incur longer shipping times. We will be sure to contact you if your order is going to take longer than the standard shipping time.
What happens if my item is lost or damaged in the mail?
As of February 1, 2018 all orders placed via our online store are shipped with insurance with the exception of some courier items. This means that items shipped via Australia Post will be insured if lost or damaged in transit. If your order is lost or damaged in transit, email firstname.lastname@example.org and we can process an insurance claim for you.
What does it mean if my order is listed as partially shipped?
If your order is partially shipped, that means we were out of stock of one or some of the items in your order. Our warehouse will send you an order message through our website messaging system (just log in to view these messages - you will receive an email from us letting you know you have one) confirming what items were partially shipped. Sometimes we have them in a different colour and you just need to let us know if you are happy with receiving another colour.
What if my item/s is out of stock?
Sometimes due to demand for a particular product we may have some items temporarily out of stock. if a product you have ordered is temporarily out of stock our warehouse will contact you within 1-2 business days to confirm availability and let you know when the item is due to arrive. In most cases, we will ship the other items in your order and send out the out of stock item once it arrives to us.
Can I pick-up my order at your training facility?
We do not have a store front but we do offer a pick-up service for customers who live locally (we are located in Londonderry, NSW) and would like to arrange a time to collect their order in person. We don't store all of our equipment and products at our training facility, so it is important to contact us to arrange a time if you would like to pick-up your order.
The item I ordered is the wrong size for my dog, can I exchange it?
If you order a product and it doesn't fit, we will gladly exchange it for the right size, provided the item is in its original packaging and has not been used. Postage for exchange items is payable by the customer, and you must notify us within 7 days of receiving your order if you would like to exchange it.
I've changed my mind and no longer want my order, can I cancel it?
Absolutely! We just need it returned to us within 30 days, in new condition, and we can process a refund, exchange or store credit for your unwanted item. If you have any questions about this, email us at email@example.com with to see how we can help.
I've received my product but I am not happy with it. Can I have a refund?
You sure can! If you are unhappy with a product you've received, contact us immediately via firstname.lastname@example.org for assistance.
I've ordered a product from you but it is faulty. What do I do?
If a product you've bought from us is faulty contact us via email@example.com as soon as possible, including pictures of the product if the fault is visible and we will assist you from there.
Do you offer wholesale accounts?
Yes, we supply wholesale accounts to many businesses such as dog training companies, government departments, vet clinics, grooming salons, breeders and more. Contact us via firstname.lastname@example.org for more information on attaining a wholesale account.
What sort of packaging do you send items in?
Most items are sent in Australia Post parcel bags. In some situations, excess packaging will occasionally get removed from some products to save on postage. Please let us know if you do not want this to occur.