At DogCulture we rarely issue voucher codes. In fact, if you find a random DogCulture promotional code on an online deal site it is definitely fake.
There are many websites out there that offer fake coupons. If it sounds to good to be true then it usually is! Unfortunately we can’t offer our customers 65% off everything in store!
We keep our everyday prices as low as we can. We also have a sales section on our website which you can find items we have discounted as well as end of line, clearance or discontinued stock at great prices: https://www.dogculture.com.au/product-category/clearance-items/
Thanks and happy shopping!
EXCHANGES & RETURNS
We have carefully sourced products that we hope both you and your pet will love and we want you to be satisfied with your purchase. So if the products you have purchased do not meet your expectations, we are happy to refund the item for you.
Please take a moment to try on your new doggie gear in a clean and dry environment, keeping the original packaging intact. If you receive an item and you are not completely happy with it, or you have ordered the wrong size, just return it to us in a new, resalable condition with its original packaging and tags within 60 days of delivery. Place another order for the next size up or down on the website, and we’ll send it straight out to you.
As long as the returned gear is in a new, resalable condition when we receive it, we will happily refund your returned items using your original method of payment. Return postage costs will be at your expense, unless the item/s received are faulty or not as ordered.
**Please email us at [email protected] to advise us that you are returning your item/s so we know they will be at the Post Office and can process your refund in a timely manner.**
Where to send it:
DogCulture
PO Box 5261
South Turramurra
NSW 2074
Please ensure that all goods returned are suitably packed. We recommend that you insure any goods that are returned to us as we will not be liable for any damage or loss during transit. Please ensure that any goods returned are accompanied with a copy of your receipt.
Note: All returned products must be free of dog hair, odour (including smoke), damage or signs of usage and in its original packaging with all included materials. We cannot honour refunds for any merchandise that is sent back to us after 60 days, has been used, or is not in its original new condition. Any items which have been chewed cannot be returned! All sale, personalised and custom made are final sale and cannot be exchanged, returned or refunded for change of mind. We do not accept returns COD. We do not refund or reimburse shipping charges.
Returning Faulty items
If you believe your item is faulty, damaged or not as described, please contact us prior to sending it back to arrange the exchange/return of your product.
We offer $10 Flat rate shipping Australia wide. Your order will be delivered by Australia Post or a selected Courier Company and may require a signature on delivery. The cost of delivery will be added to your order total before payment is taken.
Please note: To qualify for the flat rate shipping rate we may require a physical address for delivery (eg: not a PO Box). Extra charges may apply for delivery to a PO Box in some locations. If this is the case we will contact you with the details of any extra charges prior to dispatch.
A guide to delivery times:
Sydney Metro: 1-3 days
Sydney, Melbourne, Brisbane: 2-5 days
Country NSW, Country VIC SE QLD, Adelaide, Hobart: 3-6 days
Country SA, Northern QLD, Perth, Darwin, Tasmania: 4-7 days
Country WA, NT: 5-8 days
If you can’t be home to receive your parcel, you can leave a note with your order during checkout giving us Authority to Leave the goods in a safe place at the delivery address, without a signature.
Express Post Shipping. We use Australia Post for Express deliveries. Charges will vary depending upon the size and weight of your order. Once you have added your items to the cart you will be advised of shipping costs before check out. The Express Post service is not available on our larger heavier items. If Express Post is not offered on your particular item you can contact us for an Express Post quote.
Express Post delivery is guaranteed next business day within the Express Post network. The Express Post network covers most metropolitan areas across the country. If you aren’t sure if your address is within the network you can check on the Australia Post website. Orders for Express Post must be placed prior to midday for same day dispatch.
Once payment is made, cleared and accepted we aim to dispatch most orders on the same day (or the next business day if you order over a weekend or on a public holiday).
We reserve the right to adjust shipping charges for particularly heavy or bulky items or if your location is considered remote by the most relevant shipping carrier. If this is the case we will contact you with the details of any extra charges prior to dispatch.
An order may be cancelled at any time prior to the goods leaving the DogCulture premises. We regret once an order has been shipped it may not be cancelled.
Outside Australia
If you would like delivery outside Australia. Please contact us with details of your location and proposed order and we will send you the shipping rates to your area.
If you have ordered the wrong size, just return it to us in a new, resalable condition with its original packaging and tags within 60 days of delivery.
Place another order for the next size up or down (or another colour) on the website, and we’ll send it straight out to you.
As long as the gear is in a new, resalable condition when we receive it, we will happily refund your returned items using your original method of payment.
Where to send it:
DogCulture
PO Box 5261
South Turramurra
NSW 2074
Please ensure that all goods returned are suitably packed. We recommend that you insure any goods that are returned to us as we will not be liable for any damage or loss during transit. Please ensure that any goods returned are accompanied with a copy of your receipt.
Note: All returned products must be free of dog hair, odour (including smoke), damage or signs of usage and in its original packaging with all included materials. We cannot honour refunds for any merchandise that is sent back to us after 60 days, has been used, or is not in its original new condition. All toys, sale, personalised and custom made are final sale and cannot be exchanged, returned or refunded. Any items which have been chewed cannot be returned! We do not accept returns COD. We do not reimburse shipping charges.
We would love to hear from you….
We are dedicated to providing our customers with excellent service. If you need any help or information about any item, please do not hesitate to contact us. We can be reached in two easy ways:
1. Fill out the contact us form
2. Contact us via the ‘Chat with us’ pop out, on the right hand side of your screen. If we are online we will reply straight away otherwise we will email you back.
DogCulture is a family run business and we do all the picking and packing of your orders ourselves. Being in and out of the warehouse means it is not always possible to take calls as they come in (our phone reception is not the best in the warehouse!). However we strive to provide the best customer experience we can and we do our best to respond to every email within just a few hours (if not within a few minutes if we are in the office).
Still craving voice time with us?
No problem at all, you can call us on 0438 413 599 and leave us a message with your query and contact number and we’ll call you back as soon as we can.
So whilst we may not be as easily available by phone, we are ready and waiting for your email. We’re available Monday-Friday and more often than not check in throughout weekends and holidays.
Our online store is open 24/7. We ship orders and repsond to queries on business days.
Once payment is made, cleared and accepted we aim to dispatch orders within 24 hours (or the next business day if you order over a weekend or on a public holiday).
Express Post delivery is available on selected items and will be shown at checkout. Orders for Express Post must be placed prior to midday (AEST) for same day dispatch.
Refer to our shipping and delivery information for further details.
We offer secure credit card payments (Visa, Mastercard, debit cards) via PayPal or you can use your balance in your PayPal account. We also offer Afterpay so you can buy now and pay later.
PayPal is our secure payment gateway system. You don’t need to have a PayPal account to place an order.
Upon clicking the checkout button you will be taken to a PayPal screen. On this screen you have the option of logging in and paying with a PayPal account OR if you do not have a PayPal account there is a link beneath the login to ‘pay with a credit card’.
Bank Transfer
If you wish to pay via Bank Deposit please email us including details or the product/s you wish to order. Your funds must clear before goods are shipped.
Afterpay
Using Afterpay is easy! Simply select Afterpay as your payment method at checkout and enter your details!
For full terms and conditions, head over to: https://www.afterpay.com/en-AU/terms-of-service
Contact Afterpay: For all Afterpay enquiries, visit their FAQs page for a quick answer.
Yes, when you checkout your payments are processed via the secure Paypal payment gateway.
Your payments are encrypted and PayPal does not share your financial details with us.