CHANGED YOUR MIND!
Do you have a problem with a product bought online and need to return it? Pets are as individual and unique as we are. They play and respond to different stimulation, so we understand that there is an element of trial and error in finding the most suitable products for your pet. Keep this in mind when choosing pet products.
While every effort is made to make descriptions as accurate as possible, errors may unintentionally occur. In the case of a mistake made by K9 Traveller, we will attempt to rectify this at no extra cost to you.
We do not place many restrictions on returns; however, if you decide you wish to cancel or return an order the return shipping costs must be paid by you. We do accept change of mind returns; however, there may be a restocking fee, and you will be required to cover the cost of return postage.
A cancellation fee may occur as some providers do not refund merchant fees. You will only be charged the amount we are charged.
We guarantee that the product you receive is without faults and can be used for the intended purpose. We understand that you might make a mistake, so we want to make it easier for you with our No Hassles Guarantee.
If you change your mind or have just decided the product is not right for you, please get in touch with us first. Send an email describing the problem to firstname.lastname@example.org Please include your order number and the item/s to be returned – we’ll assess, and will advise the next steps.
Goods returned for refund, exchange or credit must be received within 30 business days from the date of purchase and are subject to the following criteria:
- All goods returned must be in new, unopened condition with all seals intact.
- Used, damaged or soiled returns will not be accepted and will be returned at the customer’s expense.
- Customers are responsible for postage costs and merchant fees associated with returning goods for a refund, credit, or exchange (errors excluded).
- K9 Traveller accepts no responsibility for loss or damage caused during return transit.
As per consumer law, we are unable to accept returns on items such as toys and other items where health and safety regulations prevent us from being able to re-sell items. (Excluding warranty items or any cases we make an error).
A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
We thank you as by co-operating with our procedure we can ensure an easy return or warranty claim process.
Please notify K9 Traveller within ten working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, we ask you to provide images (or a short video clip if more appropriate) of the damage to proceed with the warranty or return process.
Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return an item without our approval. We will issue you with confirmation that includes an address for shipping. We ship from multiple warehouses so please do not return an item to the address on the parcel.
Returns and refunds will be processed within fourteen business days of receipt of the returned item/s.
Please do not return items by COD or Return to Sender – contact us before you return anything.
If a product has been deemed to be damaged or defective on arrival, we (or our local distributor/manufacturer, if applicable) will replace a product or product part as deemed appropriate.
K9 Traveller offers a 30-day money-back guarantee on products sold. After this time, products are covered by the respective manufacturer’s warranty. Although we aim to provide a fast and efficient turnaround of faulty goods, it is important to note we cannot always offer instant replacements. Delays may range from 2-4 weeks should we need to seek assistance from suppliers or manufacturers.
The warranty is voided where damage to the product is caused by reason other than the manufacturer’s defects, accident, misuse, improper use, abuse, faulty operation contrary to recommended usage, transportation damage or when a product has been tampered, altered, modified, converted, repaired or serviced other than by us or when this warranty has been tampered, amended and also on cosmetic damages, wear n’ tear, damage to accessories.
We sell only premium holistic pet food that is rich in protein. Make sure you change over gradually from standard pet foods. Please see the manufacturer’s directions for guidance. Pet food that is sold by K9 Traveller comes with a palatability guarantee. If your pet does not like the food you have chosen within seven days, simply get in touch with us, and we will advise the next steps. We will refund the smallest available bag, so if you are trialling a new food, please purchase the smallest bag first.
No toy is indestructible, although some come close, and you should always supervise your pet at play to ensure they are safe and are using the toy as intended. Please choose the right toy for your dog. If a dog is left to chew a toy, they will damage it, no matter how “tough” or “invincible” it claims to be.
MAKING CHANGES AND CANCELLING AN ORDER
Customer service is our highest priority. Please take care when placing orders. Unfortunately, due to the nature of our automation, we are unable to make changes or cancel orders once they are placed. Orders are processed in real-time by a third party so that we can get them to you super-fast.
If you need to change your order, please let our team know, and we will let you know our returns process. It is crucial that you do not return your order via “Return to Sender” as this will incur AusPost fees that are non-refundable. Thanks for understanding and it is our pleasure doing business with you.
International shipping (outside Australia)
K9 Traveller is happy to post orders out of Australia. We are able to send to most countries via Australia Post’s Pack and Track. Orders will only be sent internationally with tracking. Please note that in some countries (like the UK) there may be extra customs duties to pay. K9Traveller is not liable for these extra charges and we will not accept “return to sender” returns where a delivery has been refused for any reason.
IMPORTANT INFORMATION ABOUT POSTAGE DURING COVID19
UPDATE MAY 17TH 2021
K9Traveller is experiencing international delivery delays across the world due to COVID19, flight cancellations and government restrictions. Australia Post is working with partner airlines and other postal operators to move items as quickly as possible. We anticipate delays of up to 6-12 weeks on top of usual shipping times. International Express Post and Standard Post will be the only shipping options available for international orders. Tracking numbers will be issued but tracking updates may also be delayed.
Some countries are not currently accepting deliveries at all. These include Canada, Arab Emirates, Denmark, Israel and Saudi Arabia. No orders can be accepted for these countries until we receive further notice. Please note: Australia Post has suspended its “Economy Air” international delivery service for parcels to all countries, territories and regions until further notice. Currently, there are known delivery service delays to and from many countries, territories and regions.
Parcel service impacts
We’re making every effort to meet delivery times, however, the changing nature of both airline haul capacity and delivery services in destination countries, regions and territories means that these delivery estimates should be used as a guide only.
Please visit this page for suspension of services to all countries: https://auspost.com.au/service-updates/international-delivery-updates#international
Standard service delivery timeframes will vary due to limited air capacity and flight cancellations. Where necessary, alternative routing by sea mail for parcels will be used. We anticipate that some delays and/or changes will impact all countries where services are not suspended. Please view the below section on this page for a list of impacted countries.
Economy service is fully suspended due to flight cancellations, airport closures and the measures implemented to limit and reduce the spread of COVID-19.
Please leave a minimum of 10 business days after the estimated delivery date below to raise queries on items travelling via air and 30 business days after the estimated delivery date for items travelling via sea.
For specific location information, please read the up to date announcements here: https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates#international
We appreciate your patience and understanding during these difficult times.
All orders are typically shipped the same day the order is placed or the following business day. Orders placed during the weekends or public holidays will be shipped the next open business day. K9Traveller cannot be responsible for orders that are delayed due to unforeseen events beyond our control including, but not limited to, the following: the unavailability or refusal of a person to accept delivery of the shipment; force majeure; insufficient information provided by a customer; the application of security regulations imposed by the government, or otherwise applicable to the shipment; strikes or other labour disputes; civil unrest; disruptions in air or ground transportation networks; and natural disasters.