Shipping policy
We're proud to offer free shipping to all destinations, ensuring that no matter where you are. Every order is important to us, and we're eager to get your K9 Command Gear products to you as quickly and efficiently as possible.
Processing Times
Orders are placed by 9:00 PM AEDT for same-day processing. Orders received after 9:00 PM AEDT will begin processing the next business day.
(Example: If an order is placed on Monday at 10:00 PM AEDT, it will be processed on Tuesday.)
Orders are typically processed and shipped from our warehouse within 1-3 business days. This process ensures quality checks and careful packaging therefore your item arrives in perfect conditon. Once your order has been shipped, you will receive a confirmation email with tracking information. During peak periods, please allow up to 5 days for dispatch processing times.
Estimated Delivery Times
We offer standard shipping option on all orders, shipping times may vary depending on your location and local postal services. Transit takes 7-14 days to reach to your postal address. The tracking information doesn't always update during this phase, but fear not, it is still in transit!
Please note that delivery times are estimates only and are not guaranteed. Delays may occur due to courier backlogs, weather events, customs clearance, incorrect addresses, public holidays, or other circumstances outside of our control.
During peak holiday seasons, shipping times may be longer than usual due to volume of high orders and carrier delays. We recommend placing your orders in advance to ensure timely delivery.
Tracking Your Order
Once your order has been dispatched, you will receive a tracking number by email.
Please allow up to 48-72 hours for tracking information to update after dispatch. In some cases, tracking may show limited updates while the parcel is in transit between facilities.
If your tracking has not updated for several days, please contact us and we will do our best to assist with checking the delivery status.
Incorrect or Incomplete Shipping Address
Please ensure your shipping address is complete and accurate before placing your order.
K9 Command Gear is not responsible for delays, failed deliveries, lost parcels, or additional shipping costs caused by an incorrect, incomplete, or outdated address provided at checkout.
This includes but is not limited to:
- Missing street numbers
- Incorrect unit, apartment, or building numbers
- Incorrect postcode or suburb
- Misspelled street names
- Old or outdated delivery addresses
- PO Boxes or parcel lockers where courier delivery is not supported
If you notice an error in your shipping address, please contact us immediately at support@k9commandgear.com. We will do our best to update the address before dispatch, but we cannot guarantee changes once the order has been processed or shipped.
If an order has already been shipped to the incorrect address, the customer may be responsible for any redelivery fees, replacement costs, or additional shipping charges.
Failed Delivery Attempts
If a courier attempts delivery and no one is available to receive the parcel, they may leave the parcel in a safe place, redirect it to a local collection point, or attempt redelivery depending on the courier’s process.
It is the customer’s responsibility to monitor tracking updates and collect the parcel if it is redirected to a post office, depot, parcel collection point, or local courier facility.
If a parcel is not collected within the courier’s required timeframe and is returned to sender, additional shipping fees may apply to resend the order.
Authority to Leave and Safe Place Deliveries
Some couriers may leave parcels in a safe place if they believe it is suitable to do so.
K9 Command Gear is not responsible for parcels that are marked as delivered by the courier but are later reported as missing, stolen, misplaced, or removed from the delivery location.
If your tracking shows delivered but you cannot locate your parcel, please check around your property, mailbox, front door, side gate, garage, building reception, parcel locker, nearby safe areas, and with household members or neighbours.
If the parcel still cannot be located, please contact us and we will assist where possible with a courier investigation.
Returned to Sender
Orders may be returned to sender due to incorrect addresses, failed delivery attempts, uncollected parcels, refused delivery, or courier restrictions.
If your order is returned to us, we will contact you to arrange the next step.
Depending on the situation, you may choose to:
- Have the order resent to a corrected address, with additional shipping fees if applicable
- Receive a refund, excluding any shipping costs or costs already incurred where applicable
If a return is caused by incorrect, incomplete, or invalid shipping information provided at checkout, a restocking fee may be applied at our discretion. This fee will be determined based on the circumstances and costs incurred.
If the return was caused by an error made by K9 Command Gear or the courier, we will assist in resolving the issue fairly.
Delivery Issues or Missing Parcels
If your order appears delayed, missing, or incorrectly marked as delivered, please contact us at support@k9commandgear.com with your order number and tracking details.
We may need to lodge an enquiry with the courier. Courier investigations can take several business days to complete.
Please note that we cannot issue a replacement or refund until the courier investigation has been completed and the parcel is confirmed lost, returned, or undeliverable.
Customs, Duties, and Import Taxes
For international orders, customs duties, taxes, import fees, or clearance charges may apply depending on your country’s laws.
These charges are the responsibility of the customer and are not included in the product price or shipping cost unless clearly stated at checkout.
K9 Command Gear is not responsible for customs delays, import restrictions, or additional fees charged by local authorities.
Contact Us
If you have any questions about your order, shipping status, or delivery, please contact our support team:
Email: support@k9commandgear.com
Please include your order number, full name, and shipping address so we can assist you faster.
*All shipping times exclude clearance/customs delays.