We aim to process and ship all orders within 24-72 business hours of being placed.

Please note that in busy periods (such as sale or holiday periods) dispatch of orders may take longer than the above time frames and we appreciate your understanding of this.

For Pick Up orders, we aim to process and have these ready for collection within 24 business hours.

FOR SHIPPED AND PICK UP ORDERS: Please note that if you have ordered something that is personalised or made-to-order, additional processing times as per the items description will apply.

There may be instances when items purchased are sold out/unavailable on the same day of purchase, in this case we will contact you to advise that this has happened and advise of what action needs to be taken. Orders are subject to availability and BIG & LITTLE DOGS reserves the right to cancel any order, for any reason, including due to unavailability.

Please ensure that you double check the address on your order, as any parcels marked "Returned to Sender" due to an incorrect mailing address or missed delivery will be mailed again at the expense of the buyer. 

DISCOUNT CODES:

Discount Codes are limited to one per purchase and cannot be combined.

Discount codes cannot cannot be applied to Final Sale items or combined with any other offers or promotions.

Gift Cards are excluded from all discount codes

Many of the promotions that we run have a minimum purchase requirement for the code to be eligible. This amount is the subtotal of the order, calculated before any shipping fees.

BIG & LITTLE DOGS reserves the right to refuse or alter any discount or promotion at its discretion.

Discount codes must be applied at the time of checkout. If you forget to apply the code or the code doesn't apply for some reason, price adjustments/refunds/credits will not be issued. If you are having issues with applying a discount code, please contact us prior to checking out.

Discount codes or sale promotions are not retroactive and price adjustments/refunds/credits will not be issued if an order is placed prior or outside of any promotion.

Please note that any discount codes that you may use on your order are redeemed prior to shipping fees being added to your order. Discounts cannot be redeemed on shipping costs.

Below you will see where to apply discount codes both on a desktop computer and mobile device:

Desktop Computer

Mobile Device

There are currently major shipping delays in Australia and around the world. Please be mindful of this when ordering. We always suggest choosing an express option for the fastest delivery timeframe.

PICK UP OPTION

We offer Pick Up from our Warehouse which is located in Redcliffe, QLD 4020.

We aim to have Pick Up orders available for collection within 24 business hours.

If you have ordered something that is personalised or made-to-order, additional processing times of up to 7 business days may be incurred before your order is available for pick up.

When your order is ready for pick up, you will receive an email and/or SMS to advise the order is available for collection. (please ensure you double check your email at check out and ensure you add us to your safe sender list so we don't end up in your spam folder!)

STORE COLLECTION HOURS:

Monday - Thursday: 9am - 2pm

Friday & Saturday: by appointment (please email us to organise a collection on these days)

Sunday & Public Holidays: CLOSED

STORE ADDRESS:

9 Sheehan Street,

Redcliffe

QLD 4020

(We are located in the bright pink building!)

Parking is available on-site.

DOMESTIC SHIPPING

All Australian orders are sent via Australia Post.

Domestic orders are sent with either "Receiver can Authorise Safe Drop" or "Authority to Leave"

Australia Post will "Safe Drop" (if possible) your order if you are not home, or take it to the nearest Post Office. If you would prefer this not to happen, please send us an email prior to placing an order, so we can ensure a note is made on your order.

Standard shipping rate is $8.50 (please allow 3-10 business days for delivery; this may be longer in busy periods)

Express shipping rate calculated at checkout and based on the weight of order (please allow 1-5 business days for delivery; this may be longer in busy periods) (please note that selecting Express Shipping does not reduce the processing time of your order - only the delivery speed) (Australia Post's express guarantee is currently suspended due to COVID-19 delays)

All orders are shipped from our warehouse in Brisbane, QLD.

INTERNATIONAL SHIPPING

We offer flat rate International Shipping as details below:

STANDARD International Shipping is a flat rate of $15.00AUD (estimated delivery timeframe is 10-25 business days) - shipped with Australia Post

For up-to-date delivery timeframes, please visit: https://auspost.com.au/service-updates/international-delivery-times

EXPRESS International Shipping is a flat rate of $20.00AUD (estimated delivery timeframe is 5-18 business days) - shipped with either Australia Post or DHL Express (dependant on availability at time of shipping)

We use Australia Post and DHL Express for International shipments.

Australia Post shipments will be handled by them here in Australia and once they leave the country, they will be handled by your local postal carrier. Once your order arrives into the destination country, you should be able to use the same tracking number on your local postal carrier to track your order.

DHL Express shipments are handled by DHL the entire journey and you will be able to track your shipment on their website.

Due to COVID-19 delays and restrictions please allow up to 30 business days for international delivery. This may be longer in busy periods. Please note that we cannot be held responsible for any delays caused by factors outside of our control.

Please note that international orders cannot be delivered to Post Office Boxes.

CUSTOMS & DUTIES (INTERNATIONAL ORDERS ONLY)

We cannot guarantee that you will or will not be charged any customs taxes or duties on delivery of your order.

Any customs or import duties are charged once the parcel reaches its destination country (and each country has its own thresholds for imports).

UK orders under £135 have VAT collected at checkout. Orders over this value are charged VAT on import prior to delivery. Please note that we cannot estimate any other duties applicable.

From the 1st July 2021 the European Union's VAT threshold of €22 was removed and VAT is now applicable on all orders. Please note that we DO NOT collect this at checkout and it will be charged on import and will be payable prior to delivery of your order (some carriers may charge fees for the facilitation of this collection).

Any import fees, taxes or duties are the responsibility of the recipient and must be paid by the recipient of the parcel. BIG & LITTLE DOGS is not liable for any of these fees.

If you do refuse to pay the fees that are charged and the order is returned to us, any fees that are applicable for the return of the parcel to us will be deducted from the refund of your order (please note original shipping fees cannot be refunded either).

Also note, as a registered business we are unable to ship international orders as a ‘gift’ and all shipments must be declared as ‘merchandise’.

Shipping Terms & Conditions

1. While we do everything we can to ensure your order is delivered within estimated delivery times, we cannot guarantee your item(s) will be delivered within these time frames. In busy periods, shipping times may take longer. 

2. We cannot be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

3. Dispatch and delivery times do not include weekends or public holidays.

4. International orders do not include customs or duties; you may be liable for these once the parcel reaches its destination country. We cannot advise of the possible customs or duties you may be responsible for.

4. International custom clearance delays may add to shipping/delivery time frames.

5. You must ensure that you have provided the correct address for delivery. Once your order is processed; we are unable to change the shipping address. It is the buyer's responsibility to ensure that this is correct. We are unable to give refunds, if we are supplied with an incorrect address. If a re-shipment of the order is required because of an incorrect address (once an order is returned to us for this reason), the buyer will be responsible for additional shipping costs.

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