D E L I V E R Y   &   R E T U R N S



Delivery

How exciting! You and your dog are going to love your stylish new products.

Confirmation

All online purchases will be confirmed with an email when you place the order. Once payment for the items has been received through one of the secure online payment options, your items will be sent, and you will receive another email confirming that your items are on their way. If you do not receive an email, please check your junk mail prior to contacting our support team.

Dispatch

All orders are processed within 1-2 business days of receipt, unless otherwise noted. Each order is shipped as per the selected shipping method at checkout and shipping rates are calculated based on weight and distance.

Within Australia

All Australian deliveries come with tracking and signature on delivery. Below is an estimate of the starting shipping costs which are dependent on the weight of your order. 

·  Standard Delivery: $9.60 (usually 3-5 business days)
·  Express Delivery: $12.35 (usually 1-2 business days)

When your order has been dispatched from our Melbourne store, you will receive an email which will contain a unique tracking number for your items which will allow you to trace its status. You can trace the status of your order here

As much as shipping delays frustrate us too, please note that during peak season delivery may take longer than the specified delivery times above.

International 

For all deliveries outside of Australia, we use the Australia Post International service which we have found to be fast and reliable.

Delivery typically takes 3-10 business days for major cities. 

Whilst we regulalry send items to all corners of the globe, please understand that different countries have different policies. The process is typically quick and easy without any hesitation for most countries. Please be aware that international delivery costs do not include taxes or duties which may potentially be applied by customs at the destination country. In the unlikely event that any taxes or duties are applied, these fees rest with the customer.  

When your order has been dispatched from our Melbourne store, you will receive an email which will contain a unique tracking number for your items which will allow you to trace its status. You can trace the status of your order here 

FAQ's

Q.  What do I do if my parcel has not arrived?

A.  Don't freak out. It's somewhere, and we will find it.

Sometimes items can take longer to arrive due to unforeseen circumstances. This could be due to strikes, peak holiday season or clearing in customs to name a few.

If you have not received your parcel within a timely manner (typically 7 days past the estimated delivery), we will process an enquiry with Australia Post to resolve the issue. Because we know how frustrating it is when parcels go missing, we will do everything in our power to locate the parcel.

Whilst we highly recommend a postage option which can be tracked to ensure peace of mind, if your parcel did not have a tracking number and it has not arrived in a timely manner (typically 7 days past the estimated delivery), we recommend calling your local post office. In most cases, parcels have arrived and are waiting to be picked up. Unfortunately without a tracking number, there is not much that we can do; we have no way of locating your parcel. Don't worry, we will still do everything in our power to locate the parcel.  

Returns

Relax, we're here to help.

Timeframe

Our returns period is honoured for 14 days from receipt of your purchase.

Change Of Mind

Unfortunately our returns policy does not cover if you have simply changed your mind, however, we are more than happy to offer you an exchange or store credit.

(See Exchanges and Returns Process below).  

Refunds

To be eligible for a refund, your item must be unused, unworn, and in the same condition that you received it. It must also be accompanied by a receipt or proof of purchase. 

Once we have received the items, they will be inspected and you will be notified via email whether your refund has been approved or rejected (items are typically rejected if they are not in a saleable condition). If your refund has been approved, credit will be automatically applied to your designated credit card or original method of payment within 5 working days. 

(See Returns Process below).  

Exchanges

To be eligible for an exchange, your item must be unused, unworn, and in the same condition that you received it. It must also be accompanied by a receipt or proof of purchase. 

Once we have received the items, they will be inspected and you will be notified via email whether your exchange has been approved or rejected (items are typically rejected if they are not in a saleable condition). If your exchange has been approved, we will send you a new item within 2 working days of approval. 

(See Returns Process below).

Refund Payment Status 

If you have been approved for a refund and you have not received your refund payment within 7 working days of approval, please contact your bank and credit card company to confirm the status of the refund. Please note that different banks have different processing timeframes. If payment has not been received after going through this process, please do not hesitate to contact us at mail@misterwoof.net. 

Faulty Items

We take great pride in our products and have a very strict quality assurance process prior to any product being shipped out to you. In the unlikely event that one of our items is faulty, please contact us immediately at mail@misterwoof.net.

Please note that we only replace items if they are defective or damaged prior to leaving our store. We do not offer an exchange, repair or refund on items that are considered general wear and tear.   

Shipping

Unless the product is deemed faulty, unfortunately we do not cover the cost of return shipping. It will be your responsibility to ensure that the items are returned to us in a saleable condition. We advise using a trackable shipping service, as we are not responsible if your items are lost during the return shipping process. 

Returns Process

Please do not send items back to us without contacting us first. If you would like to return an item, please notify us first at mail@misterwoof.net along with the following information:

·  Name
·  Contact number
·  Receipt number
·  Reason for return
·  Photograph (only for faulty items)

We will respond to your email (typically within 1 day) with an address with which the items can be sent to.