PRICE & PAYMENT
DogCulture is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the event that an ordered item is not available or we are unable to fulfil your order we will contact you by e-mail or telephone to arrange an agreeable alternative item, a backorder or a full refund.
All prices are quoted in AUS Dollars and are inclusive of GST. All Goods are subject to availability and may be withdrawn at any time. All payments must be in AUS Dollars. We accept payment by Visa, MasterCard, Bank Deposit and Paypal.
We offer secure credit card payments (Visa, Mastercard, debit cards) through the PayPal payment gateway or you can use your balance in your 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’. (See screenshot)
SHIPPING & HANDLING
We offer $10 Flat Rate Shipping Australia wide.
DogCulture works with multiple couriers to provide the most efficient delivery service with the most reasonable price and quickest service. 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: no PO Box, Parcel Lockers etc). 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 (business days after posting):
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
Pick up or arranging your own courier is not available at our warehouse.
Once payment is made, cleared and accepted we aim to dispatch orders within 24hrs (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.
Orders are generally shipped from our distribution centre, which is located in Sydney, the next day after full payment is received. However some larger, bulkier or specialised items may be shipped direct from our suppliers. As a result there are certain postcodes that we are unable to deliver some of our larger, bulkier or specialised items to. Please refer to the list below for more details.
We try our best to include all the undeliverable postcodes on the list, however, there are still a few postcodes that are undeliverable for some product lines. If you have placed an order to an area that we are unable to deliver to we will contact you and your order will be cancelled and refunded automatically. If you
NSW: 2641,2717, 2831, 2898, 2899
QLD: 4184, 4421,4450-4499, 4680, 4700-4805, 9920-9959
QLD: 4806-4899, 4900-4999, 9960-9999
Please kindly contact our customer service (email@example.com) for more information if you need the item to be delivered to a remote areas and would like to confirm if we can deliver your item.
Express Post Shipping.
Express Post guarantee temporarily suspended by Australia Post: Express Post is still available, and will continue to be prioritised as the fastest option for customers, but may not always meet the next business day delivery standard (https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-domestic-updates#guarantee).
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 our larger, heavier or specialised 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.
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.
EXCHANGES & RETURNS
We have carefully sourced products that we hope both you and your pet will love and we want you to be satisfied with your purchase. So if the products you have purchased do not meet your expectations, we are happy to refund the item for you.
When you receive your order please take a moment to try on your new doggie gear in a clean and dry environment, keeping the original packaging intact.
If you receive an item and you are not completely happy with it or 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 on the website, and we’ll send it straight out to you.
As long as the returned gear is in a new, resalable condition when we receive it, we will happily refund your returned items using your original method of payment. Return postage costs will be at your expense, unless the item/s received are faulty or not as ordered. Please email us at firstname.lastname@example.org to advise us that you are returning your item/s so we know they will be at the Post Office and can process your refund in a timely manner.
Where to send it:
PO Box 5261
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 for change of mind or incorrect sizing/colour choice. Any items which have been chewed cannot be returned! We do not accept returns COD. We do not refund or reimburse shipping charges.
Returning Faulty items
If you believe your item is faulty, damaged or not as described, please contact us prior to sending it back to arrange the exchange/return of your product.