What do you charge for shipping?
What payment methods do you accept?
Do I have to have a Paypal account in order to buy?
Is your website secure?
Is your business Australian?
WHEN YOU SAY CRUELTY-FREE, WHAT DOES THAT MEAN?
Do you offer a price beat guarantee?
How to order?
What shipping method do you use?
When do you process orders?
How long does it take to receive my order?
Do you ship overseas?
Do you offer insurance?
Do you accept vegancard?
How do I measure my pet?
How do I clean my dog's collar?
How do I cancel an order?
What is your Return Policy?
How do I return an item?
What is your return address?
How do I contact you?
I have placed an order, but haven't received confirmation from you?
WHAT DO YOU CHARGE FOR SHIPPING?
Shipping starts from $7.95 for 0-500grams. The best way to work out shipping cost is to put some items in your SHOPPING CART, then press the ESTIMATE SHIPPING button. Prices are worked out dynamically from the Auspost website. In some cases, fixed shipping rates apply e.g. on our beds and other heavy items. Many items have free shipping as well so be sure to look out for those. If you are Overseas, please contact us for a quote before purchasing.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We currently Direct Bank Deposit and Paypal. BANK DEPOSIT is our preferred method of payment. You do not have to have a Paypal acct in order to use Paypal. You can check out as a "guest". Please contact us if you need assistance with the Paypal procedure. Our banking details:
Account No.: 12037272
BSB Number: 313140
Account Name: Nuts about Mutts
Bank Name: MECU
DO I HAVE TO HAVE A PAYPAL ACCOUNT IN ORDER TO BUY?
No, you can pay with your credit card without a PayPal account. PayPaL IS the world's premier electronic payment solution. You pay through their system, not through this site. We never even see your credit card number; PayPal just tells us that you've paid and we ship you your stuff.
IS YOUR WEBSITE SECURE?
Definately! www.nutsaboutmutts.com.au is using a 256-bit SSL certificate from Trustwave. This SSL Certificate provides encryption between your web browser and our web server, so that personal information can be transmitted over the Internet securely. Please click on the Trustwave logo on the right hand side of the page to verify that our website is protected.
IS YOUR BUSINESS AUSTRALIAN?
Yes, we are an Australian owned and operated cruelty-free business.
WHEN YOU SAY CRUELTY-FREE, WHAT DOES THAT MEAN?
It means we don't sell any products that contain animal ingredients nor have they been tested on animals.
DO YOU OFFER A PRICE BEAT GUARANTEEE?
We are committed to offering you competitive prices, however, if you see a product cheaper elsewhere, please contact us and we'll try our best to beat it.
HOW TO PLACE AN ORDER?
Browse through the Cagegories and when you see a product that you like, click on the photo or the Product Name in bold. Choose the colour and size you want and then click on "Add to Cart" button. A "Shopping Cart Contents" window will appear. If you want to carry on shopping, click the "Back to Shopping" button. You can add as many products as you want. At any time you can click the "Estimate Shipping" button to get a shipping cost.
If you want to checkout at this point, click the "Proceed to Checkout" button. You will be prompted to "LOG IN". If you are a returning customer, you only need to enter your email and password, however if you are new customer, you will be asked to enter your name, delivery address etc. Once you've entered the details, press the "SUBMIT" button and you'll be taken back to the shopping cart screen. Press "PROCEED TO CHECKOUT and select your shipping method, either REGULAR or EXPRESS POST. Press "PROCEED" button and in the next screen select your payment method, either PAYPAL or DIRECT DEPOSIT. Press "CHECKOUT" button. The final screen will confirm all your details. Press "PROCEED" to confirm your order.
If you prefer, we can take your order over the phone and send you an invoice. Simple!!
WHAT SHIPPING METHOD DO YOU USE?
We use Australia Post.
Goods are sent via Regular Post or Express Post, but if you require Registered Mail, then please contact us before placing your order. In some cases, our suppliers use Courier to ship their products to you.
WHEN DO YOU PROCESS ORDERS?
Orders are processed every day and posted Mon-Fri. Orders are usually shipped out within 24 hours.
HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
Orders generally take 3-7 working days. If you require your order quickly, please select the Express Post option when checking out. Orders to destinations outside of Australia generally take about 2 weeks, but shipping to some developing countries can take a month or more and some orders have taken up to 3 months, despite being sent airmail.
DO YOU SHIP OVERSEAS?
We ship anywhere in the world, except to Nigeria, due to the high number of scams originating from this country. When we ship overseas, you will be required to have your parcel sent via Registered Parcel Post at an additional cost to you. Any import duties, customs duties or restrictions incurred by international customers are the responsibility of the customer. International customers are advised to check with the relevant authorities in their country before placing an order. Please contact us to get a shipping quote.
DO YOU OFFER INSURANCE?
Insurance is currently not available. However, If you wish your order to be tracked, kindly email us BEFORE placing your order.
DO YOU ACCEPT VEGANCARD?
Yes we do! When you checkout be sure to enter the vegancard in the "COUPON" field. If you're not sure how to do this, please contact us or we'll refund you after you've purchased.
HOW DO I MEASURE MY PET?
When purchasing dog clothing in our store, we highly recommend that you first refer to the illustration above. This will help you determine how to measure your pet. All pets come in different shapes and sizes, even the same breed will vary depending on their age and weight. Each item we carry has its own individual measurements in the product description as each manufacturer determines the sizing of the garment. So please measure your pet carefully with a tape measure and refer to the sizing guide and measurements in the product description before purchasing. If you need assistance, please do not hesitate to contact us at firstname.lastname@example.org
It's best to have your pet standing up when you do the measurements. Keep the front end occupied by putting a treat in front of him. Rope in a friend as well to help with the measuring!
Measure from the base of the neck to the base of the tale as shown in the illustration. Keep in mind that when selecting a sweater, coat, etc, this length is usually designed to be close to the base of your pet's tail. Shirts, tanks, tees, etc, are usually designed to be 5-10cm (2-4") above the tail.
Measure around the back of the front legs and around to the collar bone which is generally the widest part of the body.
The neck measurement is the circumference of the neck. Measure around the neck where the collar sits.
If you are still unsure about your pet's measurements, please email us at email@example.com and we'll try our best to assist you.
If you have registered or placed an order but not received communication from us, please check your Spam/Junk Mail folders.
HOW DO I CLEAN MY DOG'S COLLAR?
The safest way to clean a nylon or cotton dog collar is on the gentle cycle of a washing machine with a load of socks, towels, or similar non-delicate items. Use mild detergent and cool or warm water. If the dog collar has an odor from use, presoak in a bowl of water with three tablespoons dissolved baking soda.
HOW DO I CANCEL AN ORDER?
Orders may be cancelled within 24 hours of the order being placed. We reserve the right to cancel any order for any reason that we deem makes it necessary to do so, including, but not limited to, stock unavailability, webshop errors or pricing errors. If a cancelled order has already been paid for, a full refund will be issued as soon as possible.
WHAT IS YOUR RETURN POLICY?
Please contact us immediately if you're not happy with your order.
We are not required to give refunds if you simply change your mind or make a wrong decision.
You can choose between a refund, exchange or credit where goods are:
- have been wrongly described
- are different from a sample shown to you, or
- do not do what they are supposed to.
We only reimburse shipping if the mistake is ours.
We reserve the right to refuse any return at our discretion.
However, we want you to be happy. An exchange will only be granted if the item being returned is unused and in its original purchase condition - including all parts, accessories and still in its original packaging with all tags intact. If we can’t re-sell it as ‘New’ then we can’t accept it! Soiled items cannot be exchanged no matter what.
Please allow 15 business days to process your returns.
If requested item is out of stock, you will be notified.
HOW DO I RETURN AN ITEM?
Please contact us to discuss your return.
Please let us know the reason for returning the goods and what you would like the goods exchanged for.
Upon approval of a return, a “Return of Goods” form will be emailed to you, which needs to be sent back with the goods.
Please securely pack your returned merchandise to protect it from damage during shipping.
Be sure to retain your shipping information and receipt for tracking purposes to ensure that the package is returned to us safely.
We cannot be responsible for packages lost or damaged during return shipping.
We do not reimburse for the cost of postage unless the mistake is ours.
WHAT IS YOUR RETURN ADDRESS?
Before returning an item, please call or email us and we'll give you the address to return the item to, as many items come direct from our supplier as we need to give you their details.
HOW DO I CONTACT YOU?
Simply email us at firstname.lastname@example.org
I HAVE PLACED AN ORDER BUT HAVEN'T RECEIVED CONFIRMATION FROM YOU?
If you have registered or placed an order, but not received communication from us,
please check your Spam/Junk Mail folders.