Shipping and Returns
SHIPPING
Processing of Orders
An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase.
Who Ships Our Products?
We use a variety of shipping providers including Australia Post, Aramax, Allied Express, Couriers Please and TNT. We ship within 1-2 Business Days of your order being received (and payment being authorised and verified) for in-stock items and advise you where any shipping-related issues have arisen or where items are out of stock.
The shipping time is dependent on the carrier, with delivery estimates of 5 to 7 days of your order being dispatched. Please note that some rural locations may take longer to receive shipment and that delivery times are used as a guide only. Estimated delivery dates are not guaranteed.
What is the cost of shipping within Australia?
If you are a subscriber of our products, standard shipping is free.
For one-off purchases from the website, the following shipping rates apply:
|
Standard Shipping |
Free for orders over $200 $10 for all other orders |
5-7 Business Days* |
|
Express Shipping |
Express shipping is $15 (flat rate for delivery to metro areas only). |
1-4 Business Days* |
*Once dispatched. Dispatch can take 1-2 Business Days.
International shipping
Standard international shipping (including tracking) is $50AUD. You will be responsible for all taxes, customs duties and any other associated charges within your country.
We cannot provide indicative timeframes for international deliveries, as delivery times are dependent on the location, carrier and customs within your country.
Signature on delivery
We do not require a signature on delivery. In placing your order, you authorise for the shipment to be left at your shipping address by the carrier.
Please note that you take full responsibility for the order. The item is deemed delivered when the courier marks the item as delivered – effectively signing on your behalf and our responsibility ends at this point.
Lost Shipments
There are several reasons why packages get lost or become a delivery exception. We’ve found that, most often, the package is either in the building or with a neighbour. We politely request that if you cannot find your delivered package, you look in common courier hiding spots around your property. If, for any reason, the shipment has been confirmed but you are unable to locate the package, please contact the carrier and report the package as missing or lost.
Still need help?
Live Chat with us online or email us at connect@grokepet.com.au.
OUT-OF-STOCK ITEMS
Unfortunately, at times some products may be out of stock due to demand. We will inform you when you attempt to purchase a product if it is out of stock. If we run out of stock of your product after your purchase, you will have the option of waiting until the product arrives or a refund.
SUBSCRIPTIONS
You can manage your subscription by clicking on the link found in the email you received from us confirming your subscription.
If you have already activated your account with us, you can also manage your subscriptions through our website by logging in using the Account access at the top of the website.
RETURNS & REFUNDS
Australian Returns
We offer a 90-day money-back guarantee. If you have tried our product and your dog is not absolutely delighted by it, then we are happy to offer a refund. Please contact us for further details at connect@grokepet.com.au.
International Returns
Returns can be sent to us via post within 90 days of purchase. This is subject to our refund policy and money-back guarantee. Please contact us for further details at connect@grokepet.com.au.
Return Postage
Customers are responsible for any return postage.
We do not accept responsibility for any delivery issues or lost parcels sent by customers. Customers should pack their parcel/s and keep a record of their tracking number for returned parcels. Customers will need to liaise with their chosen carrier in relation to any lost or undelivered parcels.