Customer Service
Prices
HV Dog Co. reserve the right to alter product prices at any time, without prior notice. Prices are mostly dependant on the exchange rate and suppliers, and generally do not change dramatically.
Domestic Shipping is free on orders over $100. Orders under $100 are sent via Australia Post Parcel, and attract the standard postage prices set out by Australia Post based on the items weight.
International Shipping is free on orders over $200, orders under $200 will be charged accordingly dependant on the destination country. Please contact us for a shipping quote.
When Will I Receive My Order?
HV Dog Co. are a small family owned business, hence dispatch times are not in line with big box stores. Items 'ready made' will be dispatched within 24 hours from receipt of payment. All other items are made to order, and as such can take up to 14 days before being ready to ship, usually closer to 21 days leading up to Christmas. We will endeavour to dispatch your order as quickly as possible, and the majority of orders are dispatched sooner than quoted.
All orders will receive a notification via email, containing the tracking number, once dispatched.
Domestic delivery is generally up to 3-4 days to metro locations, and can take up to 7 days for remote areas. International delivery can take up to 3 weeks from dispatch to arrival. Generally Australia Post deliver goods within a reasonable timeframe, but please take into account delays due to natural disasters or peak periods. All orders can be tracked via the number provided to you upon dispatch.
Once an order leaves HV Dog Co. we are no longer responsible for items in the hands of Australia Post. Please ensure your delivery details are up to date upon checkout. HV Dog Co. will not be held responsible for items damaged in transit or lost/stolen once leaving the hands of Australia Post. We will however endeavour to assist with any items lost or damaged whilst in transit.
Can I Return an Item?
Sale items and custom made items are sold ‘as is’ and are not returnable. In stock/ready made items can be returned for exchange or credit, and must be returned within 48 hours of arrival and in original condition/tags attached. Return postage is the responsibility of the customer. If you wish to return an item please contact us directly at info@hvdogco.com.au
Refunds are only given for manufacturing faults within the first 48 hours of receiving your item, any manufacturing faults after the first 48 hours are classed as wear and tear. Obvious damages within the first 48 hours not caused by manufacture faults are not refundable. Please inspect your purchase upon arrival.
Refunds are not given for change of mind, sale items, or custom designs. Please ensure you measure correctly and double check upon ordering, same applies to the spelling on personalised items.