Outward Hound Tuffones Cordiez Holiday Penguin

Change of Mind

• If you change your mind and wish to return your purchase, you can do so within 30 days subject to the below: 
• Your purchase (the product/s) must be unused and in the same condition that you received it. It must also be in the original packaging.
• You must notify us of your intention to return your purchase and request the return shipping address from us.
• Return postage cost's will be at your expense.

• Under Australian Consumer Law, you are entitled to a refund, replacement or repair for a major problem with a product covered by consumer guarantees.
• In order for us to honour our commitments to these guarantees, we may ask that you;
• Provide a detailed explanation of the issue with the product.
• Provide photographic or video evidence of the issue with the product.
• Seek an independent report about the fault with the product.
• Return the product to us for further inspection.
• Based on the above information and after consultation with the manufacturer we will then make a decision on a Repair, Replacement or Refund. 
• Our obligation is to ensure that you are left in a position that is equal to or better than when you made the purchase with us. 

COVID-19

Information about shipping during the COVID-19 pandemic can be found at the bottom of this page. 

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Postage Rates (Effective March 1 2021)

Standard Shipping

• Australia Wide = $7.99 Flat Rate
• Spend $49+ = $4.99 Flat Rate
• Spend $75+ = FREE SHIPPING

Express Post (Based on Weight)

• Queensland = $10.85+
• Everywhere else = $12.72+

• 90% of orders are dispatched within 24-48 hours.
• Rarely some orders take up to 96 hours to be dispatched.

Postage Options

• At the checkout a range of postage options will be provided including Express options. 
• The main carriers that we work with are Australia Post & Couriers please. 

Free Shipping - Orders $75+

• Shipping will be provided free of charge when your total order value (inclusive of discounts) is $75 or greater. 
• Zach's Pet Shop will determine the carrier that is used to ship your order.
• You will have the option to select your preferred carrier at the point of checkout however this may incur an additional cost.  

Standard Shipping - $7.99 

• Flat rate shipping of $7.99 for orders shipped within Australia. 
• Zach's Pet Shop will determine the carrier that is used to ship your order.
• You will have the option to select your preferred carrier at the point of checkout however this may incur an additional cost. 

 Express Post 

• Australia Post Express Post is available for an additional charge and this option will be presented at checkout.

International Shipping

• International Shipping options are available upon checkout. 
• International orders (Except New Zealand) will receive a high level of scrutiny, you may be required to prove the following to us before your order is shipped.
• Proof of Identity.
• Proof of Payment. 
• Proof of Address. 
• Our team will contact you if any of these documents are required. 

Changes & Substitutes

• In some instances we may be unable to ship your order through your desired carrier or method. 
• We will ship your order through the next best option or where possible upgrade the shipping option without contacting you. 
• If the delivery timeframe does not meet the original estimate for the chosen method we will refund all postage cost's (if any paid).

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COVID-19

In the year 2020 we saw freight volumes grow by 300%, we expect that until Australia has a Vaccine, freight volumes will only increase throughout 2021.

This means during traditional peak periods and whilst parts of Australia are in Lockdown, you may experience delays in receiving your order that is outside of our control.

For urgent orders Express Post is still the quickest, however if your state or territory is in lockdown and not receiving comercial flights from Brisbane or Sydney, then there may still be a delay in receiving an Express Post order. 

Given the ever changing challenges of the Pandemic we ask that if you have an urgent order please let us know so we can see how best we can accomodate your needs.