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We are committed to ensuring you receive your order as soon as possible, undamaged and in completed order. To ensure this, we use Australia Post for reliable delivery and tracking of all our orders.

SHIPPING INFORMATION

  • Customers are responsible for providing accurate and complete shipping information. We do not take responsibility for lost, returned or delayed orders due to incorrect or insufficient shipping details.
  • All shipping times are estimates only. While we do our best to ensure all orders are shipped within the advertised timeframe, we do not take responsibility for delays caused by external circumstances such as extreme weather, public holidays, incorrect shipping details, property access or those caused by shipping carriers.
  • Shipping charges are not refundable.
  • We reserve the right to ship your order on a carrier not advertised on our site where doing so allows for better service and tracking
  • We are not responsible for items damaged, lost or stolen due to negligence by postal or courier companies.

SHIPPING OPTIONS

Flat rate shipping
Cost: $12.95
Carrier: Australia Post
Service: Parcel Post
Estimated shipping time: 5 – 10 business days

Express post shipping
Cost: $16.95
Carrier: Australia Post
Service: Express Post
Estimated shipping time: 3 – 5 business days

Local pick up
Cost: FREE
Estimated pick up time: 3 business days

SHIPPING CHARGES

Your shipping charge includes all packing and handling fees and any applicable domestic taxes – it does not include any customs or import taxes that may be incurred at the destination. We reserve the right to amend these rates at any time without notice.

UNCLAIMED ORDERS

If you order is returned to us due to incorrect shipping details or because the parcel is unclaimed, you will be charged an additional postage fee, plus any return charges. Please ensure you provide accurate email and phone contact details so the carrier can notify you of unclaimed parcels.

Please note, AusPost has recently reduced unclaimed parcel deadlines to 10 business days. If you receive a delivery notice from AusPost please ensure you collect your parcel or make other arrangements to avoid your order being returned to us.

PRE-ORDER ITEMS

Pre-order products will not ship until after the advertised release date.

Orders with multiple items that include a pre-order product will ship only once all items within the order are available.  Please note, we are unable to part-ship orders. If you would like to purchase other items and have them shipped ahead of the pre-order product, please order these products separately.

All pre-order release dates are estimates only from the supplier and may be adjusted without notice.

TRACKING AND DELIVERY

All domestic Australian orders, including express shipping, include up-to-date tracking. You will be provided with an AusPost tracking number once your order has shipped. Please note that tracking details may take up to 24hrs to update once AusPost receives your order details. Please make sure you check your junk/spam folder.

If you are not available to receive delivery of your order, your parcel will be redirected to your nearest AusPost collection office and a collection slip and/or notification email will be provided to you. Please note, you will be required to collect your parcel within 10 days of receiving notice or your parcel will be returned to us and additional postage charges may be incurred.

An additional shipping charge will be incurred for any orders returned to us due to incorrect postage details or failure to collect

UPDATING YOUR SHIPPING DETAILS

If you have provided incorrect or incomplete shipping details with your order please contact us asap at shop@projectunderdogrescue.org.au with your order number and the correct details. Please note, we are unable to update your order once it has been packed or shipped by our warehouse.

RETURNS

  • All sales are final
  • We do not offer refunds or exchanges for ‘change of mind’ purchases