Shipping and Returns


Shipping

We aim to ship good within 48 business day hours from approved payment using the Australia Post network. However, we recommend you do not rely on the shipping times for the Australia Post network, and factor a shipping period of seven working days. Please contact us if you have a specific date by which you require your purchase to arrive.

Flat Rate

Orders in Australia weighing less than 3kg and not fragile or otherwise bulky will be charged at a flat rate of $10 postage and handling. 

Express Post Option

Orders in Australia weighing less than 3kg and not fragile or otherwise bulky may be sent via Australia Post Express Post at a flat rate of $15 postage and handling.

Should orders be extremely light, we shall contact you should we have an opportunity to post your item at a cheaper tracked rate, however this is subject to availability and is at I Heart Dog's complete discretion.

Orders weighing more than 3kg or that are large or bulky may be separately calculated and communicated for your approval and payment prior to shipping. We are committed to ensuring that we deliver your purchase using the most cost-effective tracked shipping option available.

Once you have placed your order and payment is confirmed we will email you to confirm your order and dispatch.

We reserve the right to change the method of shipping without your express consent, however, we will always use a tracked shipping method.

Please Contact Us prior to placing an order if you wish to discuss postage and handling prices for your order.

Choosing a Shipping Option

Shipping is not included in your total price until you have completed your order, and inserted your payment details and mailing address.

The final step is to choose your shipping option from the drop down box at Step 2 of 2, which is added to your order before your payment is processed.

* PLEASE NOTE: IN THIS INSTANCE, STANDARD SHIPPING AND EXPRESS POST IS PRICED AS "FREE" USING THE CODE FOR COLLECTION BY THE CUSTOMER. STANDARD SHIPPING AND EXPRESS POST WILL BE PRICED AS LISTED UNDER SHIPPING.

Exchange, Return and Refund Policy

We will exchange or refund goods in accordance with our consumer law obligations, including, where goods are faulty, wrongly described or do not perform in the manner advertised. You must contact us in writing within 3 days notifying us of the problem you have encountered, and return the goods at your shipping cost unused, unworn, in original condition and with all packaging intact. We cannot exchange or return toys, for the hygiene and safety of other pets.

Return shipping address is: PO Box 313, Mount Hawthorn, WA 6915.

You should check the measurements of your dog against those described and advised for suitability of clothing, accessories or toys. 

Please write on your receipt the order number given to you when you notify us that you would be returning the item. We take no responsibility for orders that do not arrive to us.


Non-Deliverable, Refused or Unclaimed Orders 

If an order is returned, refused or unclaimed by the customer due to customer refusal, customer absence, or customer providing incorrect shipping information, we will attempt contact via phone and/or email if provided. If no response is received, the customer will be charged with the appropriate shipping charges. Please make sure that the shipping information on your order is correct and that someone will be available to receive your package during business hours (we recommend using your work address as the shipping address as an alternative to your residential address). All orders that require re-shipping at the request of the customer, whether for returned, refused, unclaimed, or undeliverable packages will require an additional re-shipping charge.