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BIG & LITTLE DOGS | COVID-19 POLICY

Created: 1st April 2020

Last Update: 8th May 2020

As the world responds to COVID-19, we have a social responsibility to ensure the health and safety of our team and you - our amazing customers. We continue to monitor the COVID-19 situation very closely, and to operate in accordance with all government health and safety advice.  

ORDER PROCESSING

Our warehouse will be processing orders as normal while we continue to maintain a high standard of hygiene & safety. We are currently dispatching most orders within 24 business hours of them being placed, so that your order can be on its way to you as soon as possible. However, this may not be achievable in busier periods.

SHIPPING

Please note there are significant delays with both domestic and international shipping currently. Unfortunately, normal shipping timeframes cannot be guaranteed.

International and domestic orders are also processed as normal however there are slight changes to how you receive your parcel such as removal of ‘signature on delivery’ service from most of our service providers to minimise the risk of spreading the virus.

Postal carriers are also prioritising Express shipments, so if you are wanting your order as soon as possible, please select an Express service at checkout. We cannot guarantee the usual shipping timeframes, however, these services are being prioritised over standard shipments in most cases.

AUSTRALIA

Your parcel can now be delivered without signature to minimise contact and spread of the virus. However, if you are required to pick up at your local post office, you will more than likely still need to present ID, but the staff member will sign on your behalf. For more detailed information, please see Australia Post's website here.

Please note that postal carrier shipping timeframes may not be met with the current COVID-19 situation, so we appreciate your understanding during these unprecedented times.

Australia Post's Express Post guarantees are not currently valid, as these time frames cannot be met.

INTERNATIONAL

There are significant delays for International Shipping. Most countries are experiencing delays of anywhere between 2-6+ weeks. These delays will affect all orders placed prior to 8th May 2020.

Please note that due to massive delays caused by flight cancellations and no flights leaving Australia via Australia Post, as of the 8th May 2020, we have removed all Australia Post shipping options, and only DHL Express shipping is available.

We are offering our $15 AUD Standard International Shipping rate still, however orders will be upgraded to DHL's Express service, to try to reduce shipping timeframes. This will be offered until Australia Post's shipping services return to normal.

DHL shipping is estimated between 1-5 business days, however, this may be delayed and this timeframe isn't guaranteed.

For more country specific detailed information, please see Australia Post's website here. As well as DHL Express's website here.

RETURNS

For your convenience, we have extended our return policy from 21-days to 60-days until further notice. Please note that all other terms and conditions of our Returns & Refunds Policy remain the same.

Disclaimer: This policy and our service promise may change from time to time depending on the rapidly changing impact of the outbreak of Coronavirus (COVID-19) on our operations and our service providers. We will continue to update our policy and inform you on how this impacts your orders to the best of our ability. 

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