At Nectar of the Dogs, we take great care in ensuring you and your pup receive your products as quickly as possible, in the best condition possible and we want you to be completely satisfied with them.
But we know that sometimes things don't go quite to plan and if you are not 100% satisfied, it's OK too, we won't take it personally - after all, every pup is different.
Our shipping and return policy has been designed to comply with The Australian Consumer Law (ACL) and we try to make it as simple as possible for you would you need to return a product.
The following information sets out the terms and conditions that constitute our Shipping and Return Policy.
1. Processing Your Order
An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase.
2. Shipment Processing Time
Processing time refers to the time it takes for us to prepare your order for shipping.
After your payment is authorised and verified, all orders are processed within 2 days. We will contact you if there are any delays.
However, depending on the volume of orders, some orders may be dispatched the next day and other may take up to 4 days.
3. Domestic and International Shipping
Nectar of the Dogs ships domestically as well as internationally. If you have a question about domestic or international deliveries, please contact us at firstname.lastname@example.org
4. Delivery Estimates and Shipping Rates
Most domestic orders will arrive within 2-3 business days. For international deliveries, please allow up to 20 business days.
Delivery is free for any orders over $60 within Australia.
For all orders below $60, we charge a delivery fee based on your order and your delivery location (this will be automatically calculated at check-out).
Business day means Monday to Friday, not including public holidays.
Orders are not shipped or delivered on weekends or public holidays.
Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.
Due to COVID-19, packages to and from our facility in Sydney may be delayed. We appreciate your patience during this time.
We will not be responsible for wrong shipping address if you provide incorrect information.
We endeavour to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfil your order.
5. Tracking Options
Nectar of the Dogs aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.
Domestic Only - all orders delivered within Australia automatically have tracking.
6. International Customs, Duties and Taxes
All orders shipping to a destination outside of Australia are subject to the import duties, fees, and taxes of the destination country. Delays in delivery may occur if your package is randomly selected by your country’s Customs Department. Nectar of the Dogs is not responsible for any possible customs and taxes applied to your order. We have no control over the process or additional charges associated with the delivery and importation of your order (package) into your country. We do not benefit in anyway from these chargers and we work very closely with our brokers and carriers to ensure as few delays as possible. All fees imposed during or after shipping are the responsibility of the customer. You agree that you are responsible for any duty, taxes, and custom requirements or other like taxes, fees, levies, costs or expenses associated with importing products you purchase from us and shipping them internationally.
If there is any damage to the packaging upon delivery, please contact us immediately at email@example.com
8. Missing or Lost Package
In cases of missing packages, more often than not, the package is either in the building or with a neighbour! We politely request that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't located your order, please contact us at firstname.lastname@example.org to report missing or lost packages.
9. Returns, Exchanges and Refunds
As a small business, we are grateful for your support and purchase and hope our products bring you and your pup the most satisfaction. While we would love to be able to issue refunds on absolutely everything, please understand that we can only issue refunds within the confines of this policy.
Unfortunately, due to health regulations, we cannot accept the return of any nutritional products due to change of mind. Please choose carefully and ensure that any product you select is right for your pup.
Where required under Australian Consumer Law, Nectar of the Dogs will accept product returns and provide you with an exchange or refund (as applicable) where:
The product is damaged, or
The product is faulty, and
You can present your online tax invoice or other adequate proof of purchase.
Nectar of the Dogs reserves the right not to offer an exchange or refund where the item fault is a result of misuse or neglect.
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure of the product.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We also have a taste / "Droolworthy promise". If your dog doesn't want to drink Nectar of the Dogs products, you have 30 days after receiving your item to request a return / refund via email@example.com
10. Returns Process
To start the returns process, please contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We will notify you once we have received and inspected your return. If your return is approved, you will be refunded in the form of your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
Refunds will only be processed once the return has been received and processed at our warehouse.
If you have any questions about the delivery and shipment of your order, please contact us at email@example.com