Customer Care

"Aus Post Shipping Update - September 2021"

Due to an increase in volumes within the Aus Post parcel network, were currently experiencing delays on deliveries to some regional areas. Please allow 5-10 business days for your order to arrive at your home. We apologise for any inconvenience this causes and we are working hard to get your parcel to you as quickly as we possibly can.

Further updates can be found below on Australia Post's website.

CONTACT

Phone: +61 405 177 606

Email: contact@saltydogs.com.au

CORPORATE OFFICE

SaltyDOG® Australia
Suite 7045
Shop 6 420 Secret Harbour Boulevard
Secret Harbour WA 6173

RETURNS

SaltyDOG® Australia - Returns
Suite 7045
Shop 6 420 Secret Harbour Boulevard
Secret Harbour WA 6173

CUSTOMER SERVICE HOURS

Monday - Friday 8 a.m. to 4:00 p.m. AWST

RETURNS

The following constitutes the terms upon which we will accept and process returns. By ordering from us online you agree to these terms.

Thank you for your order. SaltyDOG® hopes that you are 100% satisfied with the products that you order from us online. However, if you wish to return goods for an exchange, then we ask that you follow the instructions detailed below to ensure that your request is processed efficiently.

We are happy to exchange or issue an online store credit on unused products within 7 days from the date of purchase. Goods must be returned in their original condition. Goods must be returned undamaged and must include the original receipt.

  • Before sending an item back for return, be certain that the item is free from dirt and hair and in resellable condition.
  • Be certain that the item was purchased within the last 28 days.
  • Be certain that the item was purchased from saltydogs.com.au
  • Items that do not meet these criteria will NOT be considered for return.
  • Please send back items that are in an 'as new' condition to the address below:

Suite 7045
Shop 6 420 Secret Harbour Boulevard
Secret Harbour WA 6173

  • We recommend selecting a shipping method that includes a tracking number.
  • Include a brief explanation of your return, including a copy of the invoice or invoice number.
  • An email notification will be sent upon the credit being provided to the card. Please allow up to 2 billing cycles for the credit to appear on your credit card statement. Please note that shipping charges are not refundable.

Due to not being able to verify the type of breed/s that a consumer is buying a toy for we are unable to refund these purchase/s as certain breeds of dogs tend to destroy toys quicker than others. Dog toys are non-refundable due to being a chew-able item and no toy is indestructible. Please refer to the manufacturers standard packaging.

How to return goods:

1. Please email us through the contact page and let us know the problem you are having. From here, we will give you further instructions.

2. In the package please include the original invoice and a note to advise if you would like an exchange or a refund.

3. Attend your local post office and send the package. Goods are the customer’s responsibility until they are receipted back by SaltyDOG®. We highly recommend you send returned products through registered post with tracking.

We’ll happily cover the cost of return postage only if you have received the incorrect product or if your product has arrived damaged or faulty. Unfortunately, we can’t cover the cost of shipping for change of mind or size.

It can take a few days for your order to come back to us, please be patient. We’ll send you an email once we have received your item.


4. Once received in our returns department, we will inspect and process the goods within 1 – 5 days to ensure you receive your refund or exchange as quickly as possible.

5. When your return has been processed we will notify you confirming your refund or exchange. Please note all refunds will be issued in the original form of payment.

EXCHANGE

To make an exchange, please follow the above return process, and then place a new order for the items you would like. Exchanges are handled as separate transactions. Your return will be credited to your credit card and your new order will be charged to your credit card.

FAULTY GOODS

SaltyDOG® does not cover damage caused by accident, improper care, negligence, exposure or extensive use.

All goods will be inspected by our Quality Assurance department to verify the reason for their return. If we deem that the reason is not genuine, then you will be charged for the delivery costs of the replacement goods.

In all cases, you are responsible for ensuring that the goods arrive at our dispatch location safely. We do not accept responsibility for goods that fail to arrive in their original condition. For this reason, we encourage you to insure the goods against loss or damage while in transit.

To return any faulty/damaged goods please contact our online store by email: contact@saltydogs.com.au and we will provide further instructions.

SHIPPING

Orders are generally processed within 48 hours.

We deliver via Australia Post. No shipping charges will be added for orders over $150.

A tracking email will be sent to the email address submitted with the order when the order ships.

REFUSED SHIPMENTS

Once an order has been sent from SaltyDOG® Australia, customers are responsible for all shipping charges incurred. If an order is refused by the customer or canceled during transit, the customer will be charged outgoing and return shipping charges.