We have a couple of emails you can contact us on depending on your question:
Order Qs: firstname.lastname@example.org
Returns Qs: email@example.com
You can write us an old fashioned letter or send us a pic of your beloved pooch (or maybe a sweet snack) to:
PO Box 511, Kippa-Ring QLD 4021
You can find us on most social media platforms:
Feel free to tag us on our Socials for a chance to be featured (and don't forget to #bigandlittledogs)
We do receive a lot of messages and try our best to respond to all of them. However, sometimes direct messages can be missed.
So if your enquiry is about an order, shipping or anything really important, please email us at firstname.lastname@example.org.
We do aim to reply to all emails within 24-48 business hours, however this may be a bit longer in busy periods.
For your chance to be featured on Big & Little Dogs social media be sure to follow us on Instagram (@bigandlittledogs) or Facebook (@bigandlittledogs) and when posting photos featuring our products be sure to tag us in your photos and #bigandlittledogs.
Unfortunately we cannot guarantee any features, as we do received hundreds of tags each week.
We are super touched that you love our brand that much, you'd like to be an Ambassador.
However, we receive this question on a daily basis, and more times than we can count. Unfortunately, we are unable to reply to every single enquiry that we receive, as there isn't enough time in the day, so please don't be offended if you don't receive a reply.
We aren't actively looking for Mascots currently, however, when we do have opportunities arise, Instagram, Facebook and our Mailing List will be the first places we announce this - so make sure you are following or on the list to be the first to know.
So you are prepared these are some of the things we look for when selecting Mascots:
1. A public profile that features high quality posts and has a high rate of engagement
2. You must own BIG & LITTLE DOGS products (this shows that you genuinely love and support our brand!)
3. Profiles that post quality reels, IGTVs, TikToks regularly will be considered highly
This is another question we receive hundreds of enquiries about each week.
As a small business, we are unable to participate in many giveaways or offer free products for your giveaway.
We do apologise for this and please don't be offended if we don't reply to your enquiry.
As a small business, we are unable to give out free products or samples for you to review or feature on your social media.
We would love your honest feedback from any purchase you do make and we also appreciate you supporting small.
Every dog is different in size and shape, so please make sure that you measure and double check the sizing of your pup before making a size selection.
Please also note, our sizing may be different to other brands that are on the market. Ensure that you double check the sizing of each harness. We would recommend not assuming that you will be the same size as another brand.
Also note that each Harness Type does have a different sizing, so please ensure to check the size chart prior to purchasing, as your pup may be in a different size in each type of harness.
To find the best size for your fur-baby check out our sizing charts.
Any questions in regards to sizing, please email email@example.com.
Because we aim to process and ship your order within 24-48 hours of it being placed, it may not be possible to change or cancel your order.
Please email us at firstname.lastname@example.org and we will do our best to accommodate your change or cancellation.
Please note it is not possible to change or cancel an order that has already been processed and dispatched. In this case please refer to our Returns and Refunds policy.
Our products are LIMITED EDITION releases. This means that once a design sells out, it won't be restocked (with some exceptions).
This allows us to release new designs regularly to keep your pupper's wardrobe on fleek.
However, this also means that you may be disappointed that their size isn't available :-( We are truly sorry for that!
We do suggest that if you do see something you love and it is in-stock, don't hesitate as it might not be available the next time you visit.
And if you want to be the first to know about our newest releases, sign up to our mailing list here.
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).
From the 1st July 2021 the European Union's threshold of €22 will be removed and VAT will be 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.
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’.
Sometimes we offer special promotions or discounts that can be redeemed with a discount code.
Discounts are only offered on full-priced BIG & LITTLE DOGS branded products unless otherwise stated.
Discounts cannot be applied to PERSONALISATION, EMBROIDERY, PRINTED PAWTRAIT OPTIONS, TREATS, FINAL SALE or GIFT CARD items (unless specified).
Discounts cannot be applied to SHIPPING fees.
During the checkout process you will have the option to enter a discount code. Please remember to press APPLY.
If you are checking out on a mobile device, please click on the Cart Summary to drop down the discount section.
Please note: only one discount code can be used at a time.
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.
Unfortunately, all discount codes must be applied prior to Checking Out. Once an order is placed, a discount code cannot be applied to it.
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.
If the order you received was a gift and you need to return any items, the original value of the items will be credited on a gift voucher for you to use on a future order.
Please contact us prior to returning the items, so that we can provide you with a manual returns form so that we can where to send the gift voucher. Otherwise, the items may be refunded to the original payment method.
We are sorry to hear that.
But you are in luck and can return any item(s) that meet our Returns and Refunds Policy requirements and are within 30 days of receiving your order. Within this time-frame we are able to process a refund; and you can re-purchase in the correct size. We unfortunately are unable to accept exchanges and anything marked as "Final Sale" in non-returnable/non-refundable.
You will find our Returns Portal to lodge your return here.
We are unfortunately unable to accept exchanges due to a number of different factors.
To guarantee that you receive your desired item/size/colour, please place a new order for any item(s) and return the item as per our Returns and Refunds Policy.
Please note that FINAL SALE items cannot be returned.
Items that are on FINAL SALE, usually are items that are from previous seasons or we have only limited stock left. These items are more than likely discontinued and will not be restocked as we are making way for new collections.
Please choose carefully, as all items that are marked with FINAL SALE, cannot be returned.
Please refer to our Returns and Refunds Policy for information about this.
Our All-Rounder Harness is a little bit fiddly when you first receive it while adjusting it to your pup's perfect fit.
We have a great booklet which has step by step instructions with images to show you the best way to adjust the harness.
Please email us at info@bigandlittledogs and we can email you a copy.
We currently accept payments made via the following methods:
* AfterPay (available for select countries and you must checkout in AUD)
* zipPay (available on Australian orders ONLY)
By defauly our store currency is AUD (Australian Dollars).
However, we do have geolocation and currency conversion available on our website. So in most cases our website will be able to show our website in your local currency. If it doesn't, we do have a list of currencies you can shop in available at the bottom of our website.
In most case, you will be able to checkout in your chosen currency and be billed in that currency.
Please note that all orders are processed at the current exchange rate that is determined by the payment processor at that point in time.
PRIVACY & SECURITY
Yes, most definitely. We protect the security of all sensitive information transmitted to us with SSL (Secure Sockets Layer) encryption.
During payment processing and also within other secure areas of our website this secure layer encrypts the information you provide to us such as passwords and credit card details.
Because we respect your privacy and are appreciative of your business and the trust you have placed in us, at no stage (other than to complete a delivery) will we provide any account information, email, contact or other personal information to any third party vendors or service providers.
DELAYED OR MISSING ORDERS
Before contacting us, please ensure you have allowed sufficient time for your order to arrive.
Domestic deliveries range from between 1-10 days (interstate and remote deliveries may be longer) and international deliveries can take between 5-25 days.
Please note that due to COVID-19 restrictions and busy periods, these time-frames may not be able to be met by the postal carriers we use.
You can check the delivery status of your order, by checking the tracking information that was emailed when your order was shipped.
If your order was going to an international destination, once the parcel is scanned into the destination country, you will more than likely be able to use the same tracking number on your local postal carriers website to track your order.
If you feel your order has been unnecessarily delayed please contact us by email (email@example.com) and we will investigate further.
Please note that investigations into delays can take between 5-60 days to be completed by our postal carriers, and unfortunately any delays our outside of BIG & LITTLE DOGS control.
Unfortunately this does sometimes happen if a postal carrier is unable to locate a delayed order.
If this is the case, please contact us at firstname.lastname@example.org and we will be able to discuss the options available.
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.
DAMAGED OR FAULTY ITEMS
All products are quality checked prior to leaving our manufacturer, as well as before they are shipped to you from our warehouse.
If any items you receive are faulty or damaged (we do apologise), and ask that you please email email@example.com within 5 days of receipt of item to notify us. Please be sure to include your order number, best contact details, details of the fault/damage and if possible a photo of the fault/damage.
Please note due to the possibility of our products selling out, we cannot guarantee that we will have the original item/size/colour in stock. If the original item is in stock, we will ship you a replacement item. However, if the product is out of stock, we will contact you to discuss whether you would prefer a different item to the same value or a full refund (including original shipping costs).
As our items are not handmade/homemade we are unable to provide repairs on our products.
We also suggest that you do not attempt to repair any items as they are manufactured with heavy-duty commercial machinery and we cannot guarantee the integrity of any repairs done.
Unfortunately we cannot be liable for any items that are affected by wear and tear, scratching or chewing.
Please ensure that you do not leave your dog unattended with any items that they may be able to damage. Never leave detachable accessories unattended.
BIG & LITTLE DOGS do not assume any responsibility for any damage or injuries that occur during the use or misuse of our products. Please ensure that our products are used responsibility and are examined for any wear and tear prior to use.
Big & Little Dogs products are made from high quality and durable materials, however they are not indestructible. We guarantee our pet wear and accessories at the time of purchase against material defects and workmanship.
If you experience a problem with any of our products, please send an email to firstname.lastname@example.org with details and a photo of the issue.
Any warranty claims must be received within 60 days of purchase, otherwise we are unable to replace any items.
Please ensure that you inspect all items for wear prior to use.
Our warranty/guarantee does not cover normal wear and tear. Any claims after 60 days may not be valid, as the damage may be considered normal wear and tear.
We are unable to take responsibility for any injury or loss caused by the use or misuse of our products.
WRONG ITEM RECEIVED
We sincerely apologise that you received the incorrect item. If any items you receive are incorrect, please email email@example.com within 5 days of receipt of order to notify us.
Please be sure to include your order number, the incorrect item received and what the correct item should be.
If the item that you didn't receive is unfortunately unavailable as it has sold out, we can offer to replace it with a different item of the same value or process a refund.
Our office and warehouse is based in Brisbane (Australia), which is where our products are designed. They are then made in China.
Prior to launching our brand we were very meticulous in finding a manufacturer for our products. We sample products a number of times to ensure that they are of the highest quality and standard that we expect of any product we produce and sell.
Our Co-Founders have travelled to China numerous times since launching to meet with the teams that help bring our brand to life, to inspect the factories that our products are manufactured in and to ensure that the quality we strive for is continuously being met.
You will find customer reviews on most products. They will be at the bottom of the page.
You can also check out some of the reviews our customers have left for our dog harnesses, collars and leashes here.
You certainly can! And we would love to THANK YOU for taking the time to do that - we appreciate all reviews, comments, feedback and suggestions we receive.
You will receive an email about 30 days after your purchase was completed with details of how to leave a review. But if there are any issues in the meantime, please don't hesitate to email us at firstname.lastname@example.org.
Yayyyyy! We are super excited that you are interested in stocking our products. We are always on the look out for new stockists that align with our brand.
If you head to this page, we have just a few questions we need to ask and then we can organise to send you some wholesale information.
Yes, there are a number of stockists with storefronts
You will find them here.
Please note that not all stockists carry our full range in store, so if you were looking for something in particular, we do suggest getting in touch with them prior.
While we try to have these gifts available for all orders, they are not guaranteed and we cannot be held liable for any loss if these gifts are not available.