ORDER PROCESSING TIMES
All orders placed will take 1-2 days to process depending on demand. This may vary during sales and peak retail periods.
CHRISTMAS SHIPPING DEADLINES FOR 2020
In order to meet Australian shipping deadlines and allow processing times we ask that you submit your order by no later than;
1st Dec 2020 - Remote areas of WA and Northern Territory and Far North Queensland. Regional areas of NSW, QLD, SA, WA, TAS.
11th Dec 2020 - Metro areas of; NSW, QLD, SA, WA, TAS and regional VIC
15th Dec 2020 - Melbourne
17th Dec 2020 - All postcodes covered by Australia Post Express Post. To check if your suburb is covered, click here.
12th Dec 2020 - All of New Zealand
30th November 2020 - All of USA
Your order confirmation and tracking details will be emailed to you. Delivery times provided during tracking are estimates only and are provided by Sendle or Australia Post. 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 Sendle and, at times, Australia Post Regular Parcel Post. At the customer's request, and cost, orders may also be sent via Express Post. Postal destination must be a business or residential address. Shipping addresses in remote locations will also incur an additional surcharge. The locations may include rural areas in regional Australia or as specified by Sendle/Australia Post. Click here for the list of Sendle's remote locations.
EXPRESS SHIPPING (AU Only)
Due to COVID-19 Orders shipped via Australia Post Express are taking between 1-3 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. For orders shipped to locations outside Australia, Stinky Dog utilises Sendle.
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 firstname.lastname@example.org 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 email@example.com
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 firstname.lastname@example.org 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. You can return your order for a refund, exchange or credit.
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.
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.