FAQs

FAQs 2017-10-14T01:12:31+00:00
CHRISTMAS 2018 ORDER & DELIVERY CUT-OFF DATES 2017-11-02T00:34:41+00:00

Below shows the last dates, for different regions, that orders can be placed for delivery by Friday 22 December.

Parcel Destination

Sydney: 14 December
Melbourne: 14 December
Canberra: 14 December
Brisbane: 14 December
Adelaide: 14 December
Perth: 14 December
Tasmania: 14 December
Darwin: 14 December
NSW Country: 14 December
VIC Country: 13 December
QLD Country: 13 December
SA Country: 13 December
WA Country: 8 December
NT Country: 8 December

PLEASE NOTE: THESE DELIVERY TIMES ARE A GUIDELINE ONLY.
In the lead up to Christmas it is a very busy time for Australia Post & Courier Services.
Please be reminded there may be unforseen delays during this time and to consider this when planning your purchases.

HOW MUCH DOES SHIPPING COST? 2017-11-02T00:44:33+00:00

We offer $10 Flat rate shipping Australia wide.  Your order will be delivered by Australia Post or a selected Courier Company and may require a signature on delivery. The cost of delivery will be added to your order total before payment is taken.

Please note: To qualify for the flat rate shipping rate we may require a physical address for delivery (eg: not a PO Box). Extra charges may apply for delivery to a PO Box in some locations. If this is the case we will contact you with the details of any extra charges prior to dispatch.

A guide to delivery times:
Sydney Metro: 1-3 days
Sydney, Melbourne, Brisbane: 2-5 days
Country NSW, Country VIC SE QLD, Adelaide, Hobart: 3-6 days
Country SA, Northern QLD, Perth, Darwin, Tasmania: 4-7 days
Country WA, NT: 5-8 days

CHRISTMAS 2018 DELIVERIES

Below shows the last dates, for different regions, that orders can be placed for delivery by Friday 22 December.

Parcel Destination

Sydney: 14 December
Melbourne: 14 December
Canberra: 14 December
Brisbane: 14 December
Adelaide: 14 December
Perth: 14 December
Tasmania: 14 December
Darwin: 14 December
NSW Country: 14 December
VIC Country: 13 December
QLD Country: 13 December
SA Country: 13 December
WA Country: 8 December
NT Country: 8 December

PLEASE NOTE: THESE DELIVERY TIMES ARE A GUIDELINE ONLY.

Please note: In the lead up to Christmas and over the holiday period is a very busy time for Australia Post and Courier Services. Please be reminded there may be courier delays during this time and to consider this when planning your purchase.

Express Post Shipping. We use Australia Post for Express deliveries. Charges will vary depending upon the size and weight of your order. Once you have added your items to the cart you will be advised of shipping costs before check out. The Express Post service is not available on the Sasha & Me range and on our larger heavier items. If Express Post is not offered on your particular item you can contact us for an Express Post quote.

Express Post delivery is guaranteed next business day within the Express Post network. The Express Post network covers most metropolitan areas across the country. If you aren’t sure if your address is within the network you can check on the Australia Post website. Orders for Express Post must be placed prior to midday for same day dispatch.

Once payment is made, cleared and accepted we aim to dispatch most orders on the same day (or the next business day if you order over a weekend or on a public holiday).

We reserve the right to adjust shipping charges for particularly heavy or bulky items or if your location is considered remote by the most relevant shipping carrier. If this is the case we will contact you with the details of any extra charges prior to dispatch.

An order may be cancelled at any time prior to the goods leaving the DogCulture premises. We regret once an order has been shipped it may not be cancelled.


Outside Australia

If you would like delivery outside Australia. Please contact us with details of your location and proposed order and we will send you the shipping rates to your area.

I ORDERED THE WRONG SIZE/COLOUR, CAN I EXCHANGE IT? 2017-10-14T01:12:31+00:00

If you have ordered the wrong size, just return it to us in a new, resalable condition with its original packaging and tags within 60 days of delivery.

Place another order for the next size up or down (or another colour) on the website, and we’ll send it straight out to you.

As long as the gear is in a new, resalable condition when we receive it, we will happily refund your returned items using your original method of payment.

Where to send it:
DogCulture
PO Box 5261
South Turramurra
NSW 2074

Please ensure that all goods returned are suitably packed. We recommend that you insure any goods that are returned to us as we will not be liable for any damage or loss during transit. Please ensure that any goods returned are accompanied with a copy of your receipt.

Note: All returned products must be free of dog hair, odour (including smoke), damage or signs of usage and in its original packaging with all included materials. We cannot honour refunds for any merchandise that is sent back to us after 60 days, has been used, or is not in its original new condition. All toys, sale, personalised and custom made are final sale and cannot be exchanged, returned or refunded. Any items which have been chewed cannot be returned! We do not accept returns COD. We do not reimburse shipping charges.

HOW DO WE CONTACT YOU? 2017-11-02T00:46:17+00:00

We would love to hear from you….

We are dedicated to providing our customers with excellent service. If you need any help or information about any item, please do not hesitate to contact us. We can be reached in two easy ways:

1. Email us
2. Fill out the contact us form

Why don’t we have a phone number listed?

DogCulture is a family run business and we do all the picking and packing of your orders ourselves. Being in and out of the warehouse means it is not always possible to take calls as they come in. However we strive to provide the best customer experience we can and we do our best to respond to every email within just a few hours (if not within a few minutes if we are in the office).

So whilst we may not be available by phone, we are ready and waiting for your email. We’re available Monday-Friday and more often than not check in throughout weekends and holidays.

Still craving voice time with us?

No problem at all, simply send us an email with your query and contact number and we’ll call you back as soon as we can.

WHAT ARE YOUR OPENING HOURS? 2015-12-07T00:57:24+00:00

Our online store is open 24/7.  We ship orders and repsond to queries on business days.

HOW LONG DOES IT TAKE MY ORDER TO PROCESS? 2017-11-01T00:11:48+00:00

Once payment is made, cleared and accepted we aim to despatch most orders on the same day (or the next business day if you order over a weekend or on a public holiday).

Express Post delivery is only available on selected items and will be shown at checkout, refer to our shipping and delivery information for further details.

WHAT ARE MY PAYMENT OPTIONS? 2017-11-01T00:12:32+00:00

We offer secure credit card payments (Visa, Mastercard, debit cards) through PayPal or you can use your balance in your PayPal account.

You can pay with PayPal even if you don’t have a PayPal account.

Upon clicking the checkout button you will be taken to a PayPal screen. On this screen you have the option of logging in and paying with a Paypal account OR if you do not have a Paypal account there is a link underneath the login to ‘pay with a credit card’. 

We also offer direct bank deposit, if you wish to pay this way please email us. Your funds must clear before goods are shipped.

IS MY PAYMENT SECURE? 2016-01-07T12:00:50+00:00

Yes, when you reach checkout you will be transferred to a PayPal secure webpage.  PayPal does not share your financial details with us.