FAQ's

Shipping

When will my order ship?

Once you place your order, all items that are in stock are dispatched within 3 to 5 business days. Any order placed over the weekend will be processed the following Monday (or if Monday is a holiday, the next business day).

If you have placed a pre-order then you will receive the item within 30 days. As soon as the item arrives, we will send it out to you.

How long will my order take to arrive?

Generally, our products take 3 - 5 business days to arrive. Please note, regional and rural destinations may take longer.

Is shipping free?

We provide free shipping for orders over $60 within Australia. If your order is under $60, we work closely with Australia Post and Sendle to ensure you are receiving the best rate possible.

Do you ship internationally?

Not at the moment but hopefully in the near future!

How do you ship?

We use Australia Post for most of our products.

How do I track my order?

Once your order has been dispatched, you will receive tracking information with a tracking link that you can follow via email.

Do you ship to P.O. boxes?

Yes, we can! All items sent with Australia Post can be shipped to a PO Box.

Can I pay extra for express shipping?

We offer express shipping for our customers and you can select this option at check-out. Please notes shipping rates will be higher than standard shipping. Express shipping will need to be covered by purchaser.

Where are you shipping from?

We ship from Brisbane Australia.

Can I pick it up instead?

No, we don’t currently offer pick up.

What if my delivery goes missing?

Pooch + Pup will not be responsible for any missing packages provided we have proof of delivery to the correct address. All our deliveries are carried out with a proof of delivery photo. If you believe your parcel has been delivered to the incorrect address, please contact our friendly team (info@poochandpuphq.com) and we will help you right away.

 

Returns and Exchanges

How can I return an item?

If you have received your delivery and you realize you have chosen the wrong size, then we are happy for you to return the item/s in the original condition and we will exchange the item/s with the correct size. Please note you will be responsible for all shipping costs. Returns must be requested within 14 days of the purchase date. Item/s must not be used and be in the original condition for a return or a refund. If you satisfy these conditions and wish to return your item/s, please contact our friendly team on info@poochandpuphq.com for return details. Shipping back to Pooch + Pup will be at the customer’s expense.

Once your return is received, we will send you an email to notify you that we have received your returned item. Upon inspection, if the item is in an unused condition, we will process your refund to your original method of payment. 

If you have received an item with a manufacturing defect, please get in touch with us info@poochandpuphq.com as soon as possible with photos of the defect and we will inform you on how to proceed.

Please allow 10 business days for your refund to show up on your statement. If you haven’t received your approved refund after 10 business days of us notifying you of the return item receipt, please contact us at on info@poochandpuphq.com

Can I return once opened?

Yes, you can return item/s once opened but they must be in their original condition.

Can I return an item in store?

No, not at present as we have no store locations and only sell online.

 

Payments

What payment methods can I use to pay for my order?

You can use any of the following payment methods to pay for your order: Visa, Mastercard, American Express, PayPal, Afterpay, Apple Pay and Google Pay

Do you have Afterpay?

Yes, we do!

 

Warranty

Do you offer a warranty?

Pooch + Pup offers a 12-month limited warranty for manufacturing defects only. This limited warranty applies to defects due to faulty workmanship or materials. If you receive an item with a defect, please get in touch with us on info@poochandpuphq.com and we will happily replace the item once we receive the item/s with defects.

Our warranty does not cover the following:
- Normal wear and tear as a result of washing and intended use.
- And damages caused by rough dog use. This includes but is not limited to: Bites, rips, burns, tears, excessive scratching, stains, and liquid/moisture damage.
- Tarnished buckles due to water exposure, salt water or dropping of items resulting in scratches.

‍How do I submit a claim?

If you have received Pooch + Pup item/s in less than perfect condition or experienced an issue during the warranty period, please email us at info@poochandpuphq.com to submit a claim. Please include your order number and pictures of the defect so that we may quickly assist you.

 

Care and washing

Collar, Harness & Poop Bag Holder Care Information

Material: Hand wash with mild detergent. Dry naturally in the shade.

Hardware: Keep out of saltwater to avoid hardware tarnishing and avoid getting wet.

 

Lead Care Information

Rope and twine: Hand wash with mild detergent. Dry naturally in the shade.

Hardware: Keep out of saltwater to avoid hardware tarnishing and try to avoid getting wet.

For extra care and long-lasting use. Please always keep off the ground, to avoid excessive dirt build up. Your Fur Kiddo might also like to get their teeth into it, so keep away during play time so they do not chew the lead.

 

Our company

Do you work with shelters, rescues, and other pet-related organizations?

Pooch + Pup is looking for suitable charities to support and this is definitely something that will happen in the near future.

How do I contact Pooch + Pup customer service?

The fastest way to reach us is to email info@poochandpuphq.com. All enquiries will be responded to within 1-2 business days.

Do you work with wholesale partners?

For information about our wholesale shipping rates, please contact info@poochandpuphq.com

Is Pooch + Pup Australian?

Yes, we are an Australian business based in Newstead, QLD.