Delivery & Returns
Standard Delivery Timeframes
Please note due to Australia Post restrictions we can no longer send large parcels to PO Boxes
How much is shipping?
We know that looking after an animal isn’t always cheap, so for most metro & major regional areas orders over $79* shipping is FREE! If your order isn’t quite over $79 or situated outside of metro locations, the cost of shipping will depend on where you are situated. You'll be able to calculate the freight charge on the checkout page before you proceed to payment.*Please note that we no longer offer shipping to Lord Howe Island, Norfolk Island, Christmas and Cocos Islands.
Dispatch: 2-3 Working days
Delivery: 2-7 Working days
Standard Shipping Schedule Timeframes
2-5 Working Days Brisbane, Sydney, Canberra, Melbourne & Adelaide (metro)
2-7 Working Days Other capital cities & NSW, QLD, VIC & SA regional
5-11 Working Days WA, TAS, NT & remote QLD
Consumer guarantees apply under the Australian Consumer Law. Nothing in these T&C’s excludes the application of those guarantees. For more information about your rights as a consumer, see the Australian Consumer Law website at consumerlaw.gov.au. If a Product has a minor defect, we may provide a repair or offer you a replacement or a refund at our discretion. If a Product has a major defect, you are entitled, within a reasonable time after delivery, to:
reject the goods and receive a refund
reject the goods and receive an identical replacement, or one of similar value if reasonably available to House, or
keep the goods and receive compensation for the drop in value caused by the problem.
If the Products arrive damaged or inoperable a claim must be made by either calling our Toll Free Number 1300 136 936 or emailing our Customer Service Team E: firstname.lastname@example.org within 7 days after the parcel has been delivered and providing a full detailed description of the problem with supporting photographic evidence as well as your order number. Depending on the problem our Customer Service team will determine how best to resolve your problem with minimum inconvenience to you. Please note Products that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair Products that we accept are faulty. If we consider the Product is not repairable or the same product is not available, you are entitled to a full refund in the original tender. Our normal warranty for the Products supplied to you, applies if they arrive damaged or inoperable.
Where we agree that a Product is defective and needs to be replaced or repaired return shipping will be arranged at our expense. We recommend that items are returned to us via courier or registered post to ensure that they are protected and insured during transit. If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.
Where we agree to replace a Product:
A replacement for the Product that you ordered will be shipped to you at our expense after we have received your returned Product (does not apply to change of mind).
The delivery time for the replacement Product will be the same as stated for the original Product.
Consumer Guarantees under the Australian Consumer Law but no additional guarantees apply to all replacement products.
Goods with Manufacturer’s warranty - Refund/Replacement policy
Many of our Products come with a guarantee or warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of the Consumer Guarantees that apply under the Australian Consumer Law, and our change of mind guarantee.
Return Authorisation Number - A Must Have
A Return Authorisation (RA) number is required for replacement Products and refunds. Where Customer Service has provisionally determined that a Product is defective, Customer Service will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to us within 30 calendar days of the issuance of the RA to qualify for a replacement or refund. All Products must be returned new and unused, including any accessories, manuals, documentation and registration that were shipped with the Product. If the accessories are not included, only a partial refund will be applied.
It is your responsibility to ensure that the Products are protected from damage in transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.
You will be notified by email once your return has been received and processed.
Unidentified returns may be returned to the sender; therefore please ensure all details are clear and concise.
Returning a product if you change your mind
All our items or Products come with a thirty (30) day refund guarantee in addition to your statutory rights. If, for any reason whatsoever, you are not satisfied with any Product delivered to you, you may, within thirty (30) days of the Product being delivered, return the Product, it must be as new and unused, with all tags and stickers still attached and with your original tax invoice (as proof of purchase) to us for a full refund of the purchase price of the Product. This refund does not include the costs of return postage. You are responsible for return postage to our warehouse. We cannot accept returns in store for change of mind or Products purchased through the Site. We recommend that Products are returned to us via courier or registered post to ensure that they are protected and insured during transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused. For information on the most appropriate way to return items for change of mind you must first contact the Customer Service team via one of the following methods:
Toll Free: 1300 136 936
Email: email@example.com or use the contact form
This change of mind guarantee does not apply to Products that we repair or replace under these T&C’s.
Your entitlements to a refund, exchange, repair or credit are governed by the Australian Consumer Law and this change of mind guarantee is in addition to those rights.
Organising the Return of Products
To return any item for any reason you must arrange the return
by return postage through Australia Post. Customer Service will email you a PDF voucher containing an RA which you must affix to the Product. You must then take the Product to any Australia Post Office for return.