Shipping policy

Dogs in Town ("we" and "us") is the operator of (https://dogsintown.com.au/) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. Shipping Costs

We offer free shipping in Sydney selected local areas with postcodes (2000, 2015, 2017, 2018, 2042, 2043, 2008, 2027, 2016, 2044, 2010, 2011, 2021, 2037, 2023, 2026, 2024, 2031, 2028, 2034, 2020, 2038, 2050)

 

For all orders in metro areas over $129, we offer free shipping to the list below:

If you are not within the areas mentioned below, we will contact you to arrange extra payment for delivery.

Canberra

200, 2582, 2600-2620, 2900-2906, 2911-2914

Sydney

1100, 1215-1215, 1220, 1225, 1230-1231, 1235, 1239-1240, 1291, 1300, 1335, 1340, 1350, 1355, 1360, 1405, 1435, 1445, 1450, 1455, 1460, 1465-1466, 1470, 1475, 1480-1481, 1485, 1490, 1495, 1499, 1515, 1560, 1565, 1570, 1585, 1590, 1595, 1602, 1630, 1635, 1640, 1655, 1660-1685, 1700, 1710-1730, 1750-1765, 1790, 1800-1811, 1825, 1835, 1851-1885, 1890-1891, 2000-2080, 2084-2156, 2158, 2160-2234, 2555-2559, 2563-2567, 2745-2752, 2759-2774, 2776-2777, 2890-2891

Melbourne

3000-3097, 3101-3138, 3140-3207, 3335-3340, 3427-3429, 3750-3753, 3765, 3787, 3800-3810, 3930, 3975-3976, 8001-8012, 8045, 8051, 8066-8071, 8102, 8111-8205, 8438, 8511, 8785, 9999

Brisbane

4000-4022, 4029-4037, 4051-4078, 4101-4133, 4151-4179, 4205, 4300-4304, 4500-4506, 4508-4511, 4520, 9000-9002, 9005-9007, 9009-9015, 9464

Adelaide

5000-5025, 5031-5052, 5061-5076, 5081-5098, 5106-5127, 5131-5133, 5150, 5156, 5158-5170, 5173-5174, 5800-5800, 5810, 5839, 5842, 5950

Perth

6000-6038, 6050-6081, 6090-6090, 6100-6112, 6147-6176, 6180-6182, 6209-6210, 6800-6800, 6809-6809, 6827-6831, 6837-6850, 6865-6865, 6872-6872, 6892- 6892, 6900-6939, 6941-6979, 6981-6997

Hobart

7000-7019, 7025, 7030, 7050-7053, 7055, 7170, 7172

Darwin

800-801, 804, 810-814, 820-821, 828-831, 851, 861, 871, 906, 907, 909-909

 

For the rest of the orders shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

3. Returns

3.1 Return Due To Change Of Mind

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shop@dogsintown.com.au or use self-return feature by logging in your account. Please note that returns will need to be sent to the following address: 55 Addison Road, Marrickville NSW 2204, Australia

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at shop@dogsintown.com.au. 

3.3 Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

3.4 Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

3.5 Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

3.6 uropean Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

3.7 Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@dogsintown.com.au.

 

(Dogs in Town) will refund the value of the goods returned but will NOT refund the value of any shipping paid.

3.8 Warranty Returns

Dogs in Town will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.

Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.

Upon return receipt of items for warranty claim, you can expect Dogs in Town to process your warranty claim within 7 days.

Once warranty claim is confirmed, you will receive the choice of:

(a) refund to your payment method

(b) a refund in store credit

(c) a replacement item sent to you (if stock is available)

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 8 days

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 2 - 9 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

4.3 Dispatch Time

Orders are usually dispatched within 2 business days of payment of order

Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

Dogs in Town will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping

We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

4.7 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.8 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website

7.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and encourage you to be aware of these potential costs before placing an order with us.

If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order

has already been dispatched, please refer to our refund policy.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service

For all customer service enquiries, please email us at shop@dogsintown.com.au

11. Same-Day Local Delivery in selected METRO areas

Applies only on weekdays excluding public holidays.

To be eligible for same day local delivery, the order must be processed before 11am otherwise the order will be sent the following working day.