Shipping policy
Shipping Time Frames
Orders are packed and shipped from a variety of sites:
- In store.
- Drop shipped to you direct from the supplier.
- From a central warehouse.
We endeavour to have all orders filled and shipped out within 1-3 business days. There can be additional days where there is a public holiday, or if K9 Pro is closed for a private event and in these cases, we will organise your shipment the next business day.
If there are any unexpected delays on getting your order to you, our customer service team will be in touch via email to notify you of the delay and updated delivery timeframes.
Overseas Shipping
Please note that any additional shipping costs or additional import taxes your country may charge are incurred at the expense of the customer. K9 Pro do our best at all times to correctly calculate shipping expenses at checkout for you. If we are notified of additional charges outside of what you have paid prior to shipping, we will contact you to finalise these charges prior to posting your order.
Custom or Special Orders
Where we have ordered a custom product for you, payment is required in full prior to your product being ordered.
Once the order is paid, at this time you have agreed to accept the order terms and conditions.
As this is a custom order for you, there is no refund or cancellation of the order for change of mind or time delays, or if the product did not meet your expectations or is incorrect sizing (that you have selected), we cannot offer an exchange or refund. The only exception here is if we can cancel and get a refund from our supplier- but this is not guaranteed.
We can only process a refund or exchange if the product is faulty.
Please note this includes our custom ID badges.
Arrak Handler Wear
Please note that with all of our Arrak handler wear that we only keep a small quantity of products on site. We order your Arrak items directly with Arrak once the order is placed by you. Arrak then ship your items to us. This is so your clothing arrives here and then to you in pristine condition.
Due to this shipping method, there is an expected delay of up to 4 weeks of all Arrak items.
If we become aware of extended delays or Arrak is out of stock of your product when we go to place the order, our customer service team will be in touch via email to notify you of the delay and updated delivery timeframes.
TNC Crates
Please note that shipping on these crates will be quoted to you as you finalise your order. As these are custom designed to your needs these are considered a custom order the conditions of our custom/ special orders apply.
Preorder & Backorder Items
When a product is out of stock, and you have a back order for this item our customer service team will be in touch via email to notify you of the delay and updated delivery timeframes and possible exchange options.
If you have preordered an item our customer service team will work with you to communicate delivery timeframes.
Additional Shipping Costs
In some cases where you may be located in a rural area, or a courier item has exceeded our initial charge or quote our customer service team will be in contact with you to review and finalise shipping costs.
Where we have indicated shipping costs are not included in the cost of your order and additional courier fees will apply (54” Crates and AlphaPet Pacers as an example), our customer service team will be in contact with you to finalise your shipping quotes either before or after you purchase these items.
If you require a quote on any of these items, please contact us at info@k9pro.com.au and we will assist you.