Heart On A String

Shipping policy

All orders are processed as quickly as possible. If you've ordered a customised product or a bed which is handmade to order, the manufacturing turn around is the first line of the product description when you order. We regularly update this so when you order you know the current turn around! You will receive another notification when your order has shipped.

Domestic Shipping Rates and Estimates

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.

For simple flat rate shipping: We offer $9.95 flat rate shipping for small items (except beds) across Australia, and free shipping over $140 order total.

Bedding

All bedding receives FREE shipping Australia wide!

In-store pickup

You can skip the shipping fees with free local pickup at 2/148 Racecourse Road Rutherford NSW 2320. Before placing your order send us a message and we'll help you place your order.

Our in-store pickup hours are 9-4pm on Monday-Friday. Please have your order confirmation email with you when you come.

International Shipping

We offer international shipping to all countries of our treats and bedding, but are limited to Australia and New Zealand for all Sodapup products.

Shipping charges for your order will be calculated and displayed at checkout.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. [Your Company] is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within X days of receiving your shipping confirmation email, please contact us at info@roverpetproducts.com.au with your name and order number, and we will look into it for you.

Shipping to P.O. boxes

Refunds, returns, and exchanges

We don't accept returns as we cannot re-sell a product utilised by one dog to another persons dog. Where possible if a product has not been utilised in any way and is in original condition, we will offer a credit.

In the event that your order arrives damaged in any way, please email us as soon as possible at info@roverpetproducts.com.au with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at info@roverpetproducts.com.au

We know sometimes a mistake can happen and you get the wrong size, no biggie! If a product isn’t used and is not personalised, we’re happy to exchange! Please note personalised products like a Bed, Collar or Lead that is personalised cannot be exchanged.