Shipping

WE AIM TO PROCESS AND SHIP ALL ORDERS WITHIN 24-72 BUSINESS HOURS OF BEING PLACED.

INTERNATIONAL SHIPPING

We offer the below options for International Shipping as below:

FREE Standard shipping on orders over $125 AUD

For orders under $125, we offer STANDARD International Shipping for a flat rate of $16.95 AUD - shipped with Australia Post (and your local postal carrier)

Please allow 5-15 business days for delivery; this may be longer in busy periods or if there are unexpected delays our couriers may face.

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 $25.00 AUD (estimated delivery timeframe is 3-10 business days depending on location) - shipped with Australia Post (and your local carrier).

DHL Express Shipping (estimated delivery timeframe is 3-7 business days depending on location) is available and calculated at checkout, based on the wegith of your order.

We use Australia Post for Free and Flat-rate 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's website 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 international 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. Please contact your local border control to inquire about your local laws in regards to import fees and taxes.

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

Note: 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 additional 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 will be declared as ‘merchandise’. 

"RETURNED TO SENDER" ORDERS

If you haven't received your order and one of the latest scans shows that the order is being "Returned to Sender", this does mean that the postal carrier used was unable to deliver your order for a specific reason.

The most common reasons include:

* Order was not collected from a local post office after a number of days. If for some reason the carrier was unable to deliver originally, it will be returned to a local post office for collection and a card left to advise of this. Most post offices allow between 14-30 days for collection and after this time the parcel is returned to us.

* Incorrect or insufficient address

If your order is returned to us because of the above reasons, once it arrives back we will get in contact to discuss the available options. If you do want your order to be re-shipped, we will need to charge a shipping fee again (as the original fee has already been paid to the postal carrier). Or if the order is refunded, any original shipping fees are non-refundable.

Please note that any returned orders are stored for 120 days, if we are unable to make contact with you during this time, once 120 days has passed your order will be cancelled and you will receive a store credit for your purchase.

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.

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

6. 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.