Orders & Shipping - Terms and Conditions

 

At Haus of Hund we want to ensure you receive your purchase promptly, at a time and place that suits you and without damage. Therefore we are constantly reviewing our shipping and delivery arrangements to ensure they are of the utmost standard.

Please note that by using our site (www.hausofhund.com) you agree to be bound by the terms and conditions located on this page and elsewhere on our site. We reserve the right to make changes to our terms and conditions at any time.

Shipping - Australia

Our products are shipped using Australia Post or our partner courier company. We offer a flat $10 shipping cost Australia-wide! This cost will be automatically added to your order total before checkout. Please note that we reserve the right to charge additional shipping costs on some items in the store depending on the size and weight of the product and your location. You will be notified via email if any additional costs apply.

We aim to ship all product orders that are in-stock within 1-2 business days. If there is any significant delay in processing and dispatching your order we will notify you as soon as possible.

On average, please allow for anywhere between 2-10 working days* for your delivery to arrive (depending on your location and whether your order is being posted via parcel post, express post, or courier). Some items may take longer for dispatch and delivery, however, we are firm believers in clear communication and will keep you updated at all times if this is the case!

If your item is being shipped by courier, please note that a signature on delivery will be required. For this reason, orders being shipped by courier cannot be sent to a PO Box or Locked Bag.

*Please allow more time during peak seasons of the year, due to delays outside of our control.

Shipping - International

We will happily ship internationally. For international orders please contact us for postage price prior to checking out. Please note that any import fees or duties applicable to your country will be the liability of the purchasing customer.

Backorders

If an item goes on backorder we will notify you as soon as possible and ship you the part of your order that is in stock. When the item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment. If for any reason we are unable to complete part of your order, we will contact you as soon as possible and you will be refunded accordingly. 

Currency

All items are listed in Australian dollars (AUD).

Non-deliverable or unclaimed items

Please make sure that the shipping information on your order is correct. If you are unlikely to be at that address during business hours, please consider an alternative address (or sweet-talk a neighbour into accepting the delivery!).

Make sure you add any necessary information to the notes section of the shopping cart checkout. If an order is undelivered or unclaimed by the customer, we will attempt contact via phone and email to resolve this as quickly as possible.

If no response is received, the customer will be charged with the appropriate shipping charges.

All orders that require re-shipping will require an additional re-shipping charge.

Returns

If your purchase does not fit your precious pooch or kitty, then we will happily exchange most of our items (or offer a refund if the appropriate size is not in stock). Please ensure you read all information on sizes and measurements on the relevant product page to increase your chances of getting the right size the first time around!

Please contact us at returns@hausofhund.com for all return enquiries prior to shipping the item back. We will give you further instructions and our office address.

Please note:

  • The item must be unworn, unwashed, undamaged and have the original tags still attached.

  • All returns must be made within 14 days of purchase date. Any refunds exclude postage costs.

  • Unfortunately opened treats, food, kitty litter, shampoos and other spa products cannot be returned due to health and safety reasons.

  • Australian customers are required to enclose a prepaid postage bag if wishing to have products sent back for an exchange. Haus of Hund does not accept any liability for goods lost or damaged in transit. It is highly recommended that customers send items via Australia Post’s Registered Post or Express Post.

  • If applicable, any refunds offered will be credited to you via the same method by which you purchased the item, eg via PayPal.

Please note that we will inspect all returned items for wear and tear and reserve the right to refuse returns and exchanges.

Damage & Faulty Products

Haus of Hund complies with the Australian Consumer Law. In the unlikely event that your product arrives in a less than perfect condition or if there is a fault, please contact us immediately about the problem. We will advise what to do next on a case by case basis and, if appropriate, give a full refund on return of the product.

Errors on our site

Prices and availability of products and services are subject to change without notice. Errors will be corrected where discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card charged.

Product Photos

We attempt to display product images shown on the site as accurately as possible. However, we cannot guarantee that the colour you see matches the product colour, as the display of the colour depends, in part, upon the monitor you are using.

Order Acceptance/Confirmation

After you place an order using our site, we will check the information you give us for validity, by verifying your method of payment or shipping address. Please note that we reserve the right to reject any order you place with us for any reason whatsoever. If we reject your order, we will attempt to notify you using the e-mail address you have given us with the order. Your credit or debit card will normally not be charged if we reject an order, but we will process a refund if the charge has been made against your card.