ORDER PROCESSING TIMES
All orders placed will take 1-3 working days to process depending on demand. This may vary during sales and peak retail periods.
Your order confirmation and tracking details will be emailed to you. Delivery times provided during tracking are estimates only and are provided by postal carriers. Stinky Dog ensures all orders are dispatched promptly but are not responsible for delays in delivery outside of their control. As a result of COVID-19 postage delays are now common.
REGULAR SHIPPING (AU Only)
You must provide a safe and secure address as the courier will safe drop your parcel if you are not at home. The majority of Australian and New Zealand orders are shipped via courier and Australia Post Regular Parcel Post. At the customer's request, and cost, orders may also be sent via Express Post. Shipping addresses in extremely remote locations will also incur an additional surcharge. The locations may include rural areas in regional Australia or as specified by postal carriers. In these instances, we will make direct contact with you to discuss any additional charges.
EXPRESS SHIPPING (AU Only)
Due to COVID-19 Orders shipped via Australia Post Express are taking between 2-5 days to be delivered from the shipping date if within the Australia Post express post network. The network operates interstate between Australia's capital cities (except Darwin) and some major centres. The Express Post network covers 80% of Australian business addresses, private addresses and post offices boxes. Delivery outside this network will receive the fastest possible delivery using existing transport links.
International shipping is currently only available for New Zealand and USA customers.
Packages may be subject to the customs fees and import duties of the country to which you have your order shipped. Customs, duties, brokerage fees, taxes and other fees associated with importing products for international orders will be the sole responsibility of the customer. Please note we do not have any control over the fees charged to you. Any customs or duty charges are the responsibility of the recipient.
REFUNDS AND RETURNS
Stinky Dog is committed to ensuring our customers receive the best products and service possible. If for some reason you are having difficulties with our products please email email@example.com and/or follow the instructions below within 7 days of receiving the order.
Damaged, Faulty or Incorrectly Shipped Products
If in the unlikely event your product is damaged in transit or incorrectly shipped please contact customer service at firstname.lastname@example.org
Please include into your email;
- The full name and contact details of original purchaser
- Invoice number /order number or return authorisation number
- Product to be returned, exchanged or repaired
- A detailed reason for return
- Photograph/video of the issue or damage
- If we determine that the product is defective, we will issue a credit for the original purchase price or provide you with a full refund or replace the product.
If you receive a product from a courier that appears damaged in transit from us to you, you should:
- Refuse to accept delivery of the product,
- Direct the courier to "Return goods to sender" and
- Notify our Customer Service staff immediately.
If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, notify our Customer Service staff immediately. If we deem that the product is defective, we will replace the product ASAP at our cost.
If you receive a product that is incorrectly shipped (different to the one you ordered), we will arrange for the product to be collected from you and cover freight costs.
If we find that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.
If the product was incorrectly shipped please return the product and contact us directly with proof of postage. We will ensure the correct item is dispatched immediately to ensure you receive it in a timely manner along with compensation of the return postage.
Please note, we do not offer returns for simply changing your mind. However if you are having any other issues with the products, please contact us at email@example.com and we will work through any concerns or issues. If we approve the return of goods, where possible, they must be unused, undamaged and unopened. They must also be returned within 30 days from purchase.
The return is the customer's responsibility, unless there was a defect or error on our behalf. We will arrange a courier to pick up the goods but the cost of return shipping will be deducted from your refund/credit. Please note, the cost of returning goods may be more than your initial shipping costs as we often absorb part of the shipping fee.
Note, you must always make contact with us prior to returning goods as we only accept returns when we have arranged pickup and return through our courier service.