We process your order

We aim to have every order processed within 24-72 business hours (this can take a little longer over sale or holiday periods).

We pack it with care

Personalised or made-to-order items need a bit more time (up to an extra 7 business days) - check the item's description for its exact processing time.

It's on its way

Domestic orders travel with Australia Post. International orders go with Australia Post or DHL Express, depending on what you choose at checkout.

It lands on your doorstep

Australia Post will safe drop where possible, or leave it at your nearest post office. Let us know before ordering if you'd rather they didn't. International orders can be tracked on your local postal carrier's website to see the latest scans.

✦ Domestic (Australia)

• ✓ FREE standard shipping on orders over $150
• ✓ Flat rate $9.95 standard shipping under $150
• ✓ Standard delivery in 3-10 business days
• ✓ Express available at checkout, calculated by weight (1-5 business days)

✦ International

• ✓ FREE standard shipping on orders over $150 AUD
• ✓ Flat rate $16.95 AUD standard shipping under $150
• ✓ Standard delivery in 5-15 business days
• ✓ Express International flat rate $24.95 AUD (3-10 business days)
• ✓ DHL Express available at checkout, calculated by weight (3-7 business days)

Pick up from Redcliffe

Pick up from our warehouse at 9 Sheehan Street, Redcliffe QLD 4020 (look for the bright pink building - parking's on site). Ready within 24 business hours, or up to 5-7 days for personalised items. Store hours: Mon-Thu 9am-2pm, Fri & Sat 9am-12pm, closed Sundays and public holidays.

Busy periods

During sale or holiday periods, dispatch may take a little longer than usual - thanks for your patience.

If an item's unavailable

There may be instances when items purchased are sold out or unavailable - if this happens, we'll contact you to advise and let you know 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.

Stay in the loop

You'll get a tracking number the moment your order ships (or an email/SMS as soon as a Click & Collect order is ready) - just double check your spam folder and add us to your safe senders list.

Double check your details

Parcels returned to sender due to an incorrect address or a missed delivery will only be resent at the buyer's cost, so it's worth double checking everything before you check out.

Customs & duties

We can't guarantee whether you'll be charged customs tax or duties on delivery - check with your local border control. See separate information for orders going to the USA, UK and EU. As a registered business, we're also unable to ship orders as a "gift" - all parcels are declared as merchandise at the value paid.

VAT

Orders under £135 have VAT collected at checkout (and we remit this to HMRC). Orders over this value are charged VAT on import, payable prior to delivery by your local courier.

VAT

VAT applies to all EU orders. There is also a €3 fee applicable for each item on the order. We don't collect this at checkout - it's charged on import into your country and payable prior to delivery (some carriers add a small fee to facilitate this).

Duties & tariffs

Duties and tariffs are collected at checkout and shown before you pay, based on current US CBP rates - no surprises on arrival.

If your parcel comes back to us

Usually means it wasn't collected in time, the address was incorrect, or duties went unpaid. We'll be in touch to sort next steps - a new shipping fee applies if you'd like it resent, and original shipping isn't refundable. Returned orders are stored for 120 days before being cancelled for store credit.