Delivery & Returns
Orders are dispatched from our store in Mt Ommaney within 2 business days where stock is available. We process orders Tuesday to Saturday, but orders are shipped Tuesday to Friday. Shipping times are estimated at between 2-7 business days depending on your location within Australia.
Nose 2 Tail Pet Care currently only ships orders to mainland Australia and Tasmania. We do not accept international orders. We use Australia Post or a Courier service to deliver our orders.
We want you to be completely satisfied with every item that you purchase from Nose 2 Tail Pet Care. We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law (ACL).
When to return a product?
You are entitled to a refund, replacement or credit from Nose 2 Tail Pet Care when an item purchased fails to meet one of the consumer guarantees as per the Australian Consumer Law (ACL), i.e. the product:
- Is faulty or of unacceptable quality
- Does not match the description or sample
- Is unfit for the intended purpose (i.e. does not do what it is meant to do)
- Is not delivered in a reasonable time frame
- Be returned in its original packaging
- Be in re-saleable condition
- Be returned within 28 days of purchase
- And proof or purchase must be provided (proof of purchase details are outlined below)
This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer
Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement or online purchase transaction history.
Nose 2 Tail Pet Care will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:
The unwanted product must be returned to us either via post or in person to our store. Nose 2 Tail Pet Care treats all ‘change of mind' transactions as a refund; you are then able to place another order in your own time for a replacement product from our online store.
How do I return a product purchased online?
Items purchased from our online store can be returned via post to our store.
If you would like to post the item back, please contact us to assist with organising the best method of shipping for your return or exchange, on 07 3376 9917
Please include your name, phone number, the name of the product in question and your reason for return (e.g. faulty item, change of mind etc).
Who pays for the return of my purchase?
Nose 2 Tail Pet Care will cover any associated delivery charges for the return of any products which fail to meet the consumer guarantees as per the Australian Consumer Law (see ‘When to return a product' above), provided they are returned to us using the recommended shipping method (as discussed with a Nose 2 Tail Pet Care customer service team member). Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.
For any ‘change of mind' returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or relevant proof of purchase) is to be included in the delivery (please keep the original for your own reference), and the refund will be processed using your original method of payment.
Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our store. Nose 2 Tail Pet Care cannot be responsible for any items damaged or lost during return transit.
How long will my refund take?
Please allow 7 business days for the return to be processed after your item arrives at our store.
Can I return my purchase to Nose 2 Tail Pet Care’s store?
Online purchases can also be returned to our store. A copy of your proof of purchase is required to complete the transaction. Please note any ‘change of mind' returns or exchanges will be processed at the discretion of the store, which may choose to either offer a refund or exchange your item.