Shipping policy

Shipping Policy

Effective Date: 1 January 2025

At The Canine House Co., we know you're excited to welcome your order home. That's why we work hard to ensure every order is carefully prepared, securely packaged, and dispatched as quickly as possible.

Processing Times

All orders are processed within 1–3 business days after payment has been received.

Orders placed on weekends or public holidays will begin processing on the next business day.

During promotional periods or peak seasons, processing times may be slightly longer. If this occurs, we'll keep you informed.

Shipping Within Australia

We currently ship Australia-wide.

Once your order has been dispatched, estimated delivery times are:

Please note these are estimates only and may vary depending on your location and the courier network.

Shipping Costs

Shipping costs are calculated at checkout based on your delivery address and the size of your order.

From time to time, we may offer complimentary shipping promotions. Any applicable offers will be displayed on our website.

Order Tracking (only applicable if tracking selected)

Once your order has been dispatched, you'll receive a confirmation email containing your tracking information.

You can use this tracking number to monitor your parcel's progress directly with the courier.

Delivery Information

Customers are responsible for providing accurate shipping information at checkout. Orders returned due to an incorrect or incomplete delivery address, refusal of delivery, or failure to collect a parcel from the courier or collection point are not eligible for a refund of the original shipping charges.

Where a returned parcel can be resent, additional shipping costs will apply before the order is dispatched again.

Authority to Leave

Where available, you may choose to provide Authority to Leave (ATL) instructions.

If Authority to Leave is selected, responsibility for the parcel transfers to you once it has been delivered according to your instructions.

If you prefer, we recommend selecting a secure delivery location where someone is available to receive your order.

Delays

All delivery timeframes displayed on our website are estimates only. While we work closely with our shipping partners to ensure prompt delivery, delays may occur due to customs clearance, courier network disruptions, public holidays, weather events or other circumstances beyond our control.

Damaged or Missing Parcels

If your order arrives damaged, please contact us within 7 days of delivery.

To assist with your claim, please provide:

• Your order number
• A description of the issue
  
• photographs of the damaged product;
• photographs of the external packaging;
• photographs of the shipping label; and
• a brief description of the damage.

Once assessed, we'll arrange an appropriate resolution, which may include a replacement, repair or refund where required under Australian Consumer Law.

Email us at:hello@thecaninehouseco.com.au

Missing or Incorrect Items

If you receive the wrong product or believe items are missing from your order, please notify us within 7 days of delivery with supporting photographs. We will investigate the issue and arrange an appropriate resolution as quickly as possible.

International Shipping

At this time, The Canine House Co. ships within Australia only.

If international shipping becomes available in the future, this policy will be updated accordingly.

Delivery Responsibility

Ownership of the goods passes to you once your order has been delivered to the address provided at checkout.

Please ensure your delivery location is secure to minimise the risk of theft or loss after delivery.

Unclaimed or Refused Deliveries

If a parcel is returned because it was unclaimed, refused, or not collected within the courier's holding period, the customer is responsible for any additional shipping costs required to resend the order.

Tracking and Delivery Confirmation

Once a parcel has been marked as delivered by the courier, customers should first check with household members, neighbours, safe drop locations and the courier before lodging a claim. Where necessary, we may request additional documentation from the delivery carrier before processing a replacement or refund.

Questions?

If you have any questions regarding shipping or your order, our team is always happy to help.