Online Shop – Shipping & Returns

ONLINE SHOP

We are committed to get you and your furry companion their goodies as quickly, safely and sustainably as possible.

HANDLING TIME: We make sure we ship everything as soon as we can. That’s usually within two business days, however during busy periods our handling times may increase up to 5 business days as we try to get through everything. We’ll do our very best to get everything out the door as quickly as possible, but if you have any concerns or questions please contact us and we’ll do everything we can to assist.

PARCEL POST: Our delivery fees are a flat $12.95 for orders within Australia. Your parcel will be posted using Australia Post Parcel Post Services. To check delivery speeds click here

EXPRESS POST: If you would like your order quicker we offer Australia Post Express Post at a flat rate of $25. We will ship your order within 1-2 business days. Your parcel will be posted using Australia Post Express Post. To check delivery speeds click here

LOCAL PICK UP: Pick up is available from our office in Coburg, Victoria by prior arrangement.

INTERNATIONAL ORDERS: Unfortunately we are not currently offering international shipping.

BACK ORDERS: Some items can be back-ordered. Generally these items will arrive to us within 5 business days, however there are times where back-orders may take longer. If this is the case, we will contact you to let you know and offer an alternative. Please note, we are unable to part-ship orders. If you would like to purchase other items and have them shipped ahead of the back-order product, please order these products separately. You may contact us to ask for estimated back-order arrival dates.

CHANGE OF MIND: We accept return of of all full priced items purchased from our online shop. We offer a credit note for change of mind/incorrect orders provided they are returned in the same condition as they were bought and have not been used, opened or any packaging broken. We do not currently offer refunds or exchanges.

• All returns must be received within 7 days.
• We strongly advise returning your order with tracking & signature on delivery as we can’t be responsible for items that go missing before they reach us.
• We will process all returns within 10 business days of receiving them and issue you with a credit note.
• We do not refund delivery costs
• We reserve the right to charge a restocking and/or processing fee.

If you change your mind please contact us at shop@projectunderdogrescue.org.au to arrange the return of your order

FAULTY/DAMAGED: If you received an item which you believe to be faulty or damaged, please contact us immediately at shop@projectunderdogrescue.org.au with 2 – 3 clear images, your order number and a detailed description and we will be in touch with next steps.

TERMS:

• 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.
• If your 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.
• If you have provided incorrect or incomplete shipping details with your order please contact us asap 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 volunteers.
• 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.
• We are not responsible for items damaged, lost or stolen due to negligence by postal or courier companies. Once orders have been dispatched all responsibility is passed to the customer.
• On delivery, all orders require a signature before release of order. If you would like your parcel to be delivered without a signature, please leave an order note stating “ATL”. By selecting this option you understand and accept the additional risks.
• 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
• 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.
• Orders with multiple items that include a pre-order or back-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 or back-order product, please order these products separately.