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Shipping Policy

At Smart Puppy, we make it simple to receive your new goods for the wolf pack!

 

COVID-19 Update

Currently, there are no delays with our processing and dispatch times, however, your orders may just take a little more time to get to you than usual. Please be patient during these difficult times as the postal services are stretched to the limit!

 

Handling

Simply place your order before 2pm (AEST), we will ship your order the same day.

Some exceptions exist; however, they don’t impact date of delivery.

  • Orders placed on Sunday get shipped the following business day.
  • Orders placed on public holidays get shipped the following business day.

 

Estimate Delivery Times

  • If your delivery address is within 30km of CBD in a major Australian city, you can expect to receive our goods within 2-3 business days.
  • If your delivery address is outside 30km of CBD in a major Australian city, you can expect to receive our goods within 4-5 business days.

 

Origination

All products are shipped out of our Melbourne warehouse located North of the city.

 

Shipping Costs

Orders over $25 dollars receive free delivery, always – orders under $25 attract a $8.99 flat fee Australia wide.

 

Shipping Partners

We partner with two providers to ensure you get the best service possible;

  • Sendle (Private Couriers) – carbon neutral, socially responsible couriers that rapidly deliver parcels for us in the metropolitan area and
  • Australia Post (National Post) – a business with great reach across Australia for locations outside the metropolitan zone, delivering timely services where smaller providers lack the reach.

 

Packaging

We protect our goods in transit and use a mix of satchels and boxes to deliver our goods. The products are securely packed to minimise instances of damage in transit. If you need to exchange or return an item due to damage in transit or otherwise, we have you covered!

 

International Shipping

We do not offer international shipping at this time.

 

Click and Collect

We do not offer Click and Collect at this time, however an outlet is in the works.

 

Questions?

If you have any questions, feel free to contact us!

 

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THE GOOD BITS

  • FREE Australia-Wide Express Shipping with every order over $25
  • FREE 90 day exchanges
  • FREE 14 day returns
  • Same Day Dispatch
  • Portion of profits support Australian no-kill shelters
  • Official & trusted stockists of every brand we retail
  • 100% Australian-owned and operated.

 

If you want to see what the fellow pooch parents are asking, head over to our FAQ.

For details around how we pack, ship, deliver and exchange puppy-friendly goods, check out the Shipping Policy.

We collect and use data on our site to give you the best experience possible. To read more about how we do that, have a look at our Privacy Policy.

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If you’re looking to return or exchange your order for whatever reason, we're here to help!

If you simply change your mind, you can return your purchase within 90 days of ordering to receive store credit or swap your item. Unfortunately we cannot accept change-of-mind returns or offer refunds for sale items.

As a bonus, return postage is free! 

We also offer refunds, but only if requested within 14 days of receiving your order - with zero restocking fee! 

Your pup nibbling on parcels before postage might cause a few hiccups for our warehouse! Please check out full return conditions below to make sure your return goes smoothly.

There are exceptions to our return and exchange policy:

    • Returned items must have no signs of wear or use and be in their original packaging,
    • Returned items must be shipped with adequate packaging protection from rogue dogs, rain and speedy delivery drivers,
    • Food, treats and other consumables become perpetual property of your pooch once sent - we cannot accept these items for refunds or exchanges for safety reasons,
    • Discounted items are final and cannot be returned or exchanged

 

To initiate a return or exchange, please check that the item you wish to return is unused, has no damage or signs of wear and is its original packaging. If that's all in order, please fill out the 'contact us' form here stating

    • Your order number
    • The item in question
    • The issue with the item and
    • Whether you'd like an exchange, return or credit

 That’s it! Couldn’t be simpler!

Once your return or exchange is approved, we will provide you with a shipping label at no cost to you to get the item back into our hands. Please note that if the item arrives damaged and unfit for resale, we will be forced to charge a 25% restocking fee AND limited to providing store credit only.

If you’ve requested a refund, one will be issued back to you within 48 hours of receiving the returned item to the original payment method.

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