Where is your store located?
We Do Not have a Retail Store. We trade from a Home Office, Not a shop, so unfortunately we are not able to provide the “come in and shop” experience.
Orders are placed online, then dispatched via Australia Post.
How do I know if something is in stock?
Our on-line shopping cart is inventory based. This means that if you add a product to your shopping cart and it accepts, it is in stock.
By placing an order on-line, the item is then put on “hold” for you, so you do not run the risk of missing out.
If, for any reason (whether it is damaged or missing), we are not able to provide the item, you will be contacted promptly before we finalise your order.
Size Charts
Each item comes with a “Product Description”. This is where you will find all the information on that particular product. This includes the size, and visual ruler measurements to make a more accurate decision. We do also include what breed of dog this would suit (this is only a guide as there are other considerations like weight etc….)
I am looking for something that is not on your site, are you able to get it in?
Unfortunately our many suppliers require minimum dollar value orders, so we can’t just order in one thing at a time. You will find our whole range on our website (if it is not listed, we do not have it in stock)
I require it urgently, how long does it take to receive my order?
This obviously does depend on where you are. If your order is urgent, please notify us in the comment section of your order. You will be notified promptly if there was going to be any delays.
All orders are usually shipped within 24 Hours. For Express Post, please allow an extra day/s as we are not classified as a capital city to be included within their “Network” of 24 hour guaranteed delivery. For more detailed information, please refer to the Australia Post website. www.austpost.com.au
Please note: Australia Post shipping days are calculated in FULL BUSINESS DAYS (does not include weekends)
I would like my order shipped, but it is not allowing a shipping option?
If you are an international customer, unfortunately we do not currently service outside of Australia.
If you are within Australia, please contact us. All Postcodes should work, and we will need to fix it immediately.
I have placed an order on your site but have received no confirmation or a Tracking Number.
You will always receive a confirmation and be sent a tracking number once shipped. Notifications that have not been received are usually due to an incorrect email address being supplied. Another reason is that it has been treated as Spam, so it may be in your Junk Folder. Please contact us if you do not receive either of these notifications.
I have contacted you but have not received a reply.
We will always respond within 8 Business Hours (normally within a few business hours). Unfortunately, not all emails make it to their final destination. We are also often given incorrect return email addresses which results in a non delivery of our reply, so please contact us again. Please also check your SPAM folder, they do often (unfortunately) end up there sometimes. We are also finding that some Servers are rejecting our email address, which then blocks our return emails. Please add us to your Safe Sender List to avoid missing out on a reply.
My Express Post order has not arrived overnight?
Orders that are dispatched using Express Post, are not overnight guaranteed. Townsville is not within the “24 Hour Guarantee” Australia Post network. So depending on where you are, you will need to allow an extra night/s. You will also find this information in our ……………….
All orders (excluding Order Collection and Untracked Letters) will be provided tracking numbers.
My parcel has still not arrived?
We highly recommend that you lodge an enquiry directly with Australia Post first. We are more than happy to chase up late parcels, but we also know that by going direct, it avoids further delays in receiving an answer.
For all other enquiries that are NOT listed above
Please Contact Us Here
Office Hours 9am – 5pm Monday to Saturday
(Closed Sundays and All Public Holidays)
Please remember to check your Spam Folder for our Reply
OR add us to your Safe Sender List to avoid your Server rejecting our email