Refund Policy
At Funzdog, we want your experience with us to be a pleasant one - which is why we've made our returns policy as simple as possible. If for some reason things don't go quite to plan, we have a dedicated customer service team to make everything right again!
We accept returns for up to 30 days from the time it is shipped from our warehouse, the item(s) must be unused and in the same condition that you received it and must also be in the original or similar packaging.
START A RETURN
Please email us at support@funzdog.com to begin the return process.
As we are offering free standard shipping to all customers at the time of purchase (if applicable), and pay for the shipping and handling fees associated with your order. You may be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless your item has been declared faulty by no fault of your own.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will notify you of the outcome of your return request.
If approved, then your refund will be processed and applied to your credit card or original method of payment, within 3-7 business days.
We may require a $5 restocking fee, for all returned items to cover repackaging and restoring inventory expenses. The amount will be deducted from the refundable amount.
If 30 days have gone by since your order has been dispatched, unfortunately, we can’t offer you a refund or exchange.
Due to the high demand during holiday season, we aim to fulfil your order as soon as we receive it to avoid any delays. Therefore, we do not accept change of mind purchases and any personalised items as they are designed specifically for your needs.
EXCHANGES (IF APPLICABLE)
We only replace, exchange, or refund items if they arrive defective or damaged. If you need to exchange it for the same item in a different size, please send us an email at support@funzdog.com and we will try our best to help you!
This does not include customised labels and items purchased incorrectly due to consumer error.
Once your return is received and inspected, we will send an email to notify you that we have received your returned item(s).
FAULTY/DAMAGED ITEMS
Unfortunately, sometimes items that are not 100% can slip through, we get it. Don’t worry, we’re here to help! If you think your item is not quite right, please email our customer service team (support@funzdog.com). Please include the following in your email:
- Your order number
- Details of the fault/damage
- Photos that clearly show the fault/damage
Here are a couple of quick points on how an item is deemed faulty or not acceptable quality:
- There is a manufacturing fault..Of course.
- The product has been damaged during transit..Not your fault!
*General wear and tear over time, damage caused by incorrect washing, neglect or misuse is not considered a manufacturing fault.. However if you are unsure about anything, simply send us an email and we will be very happy to help.
MISSING PACKAGES
All domestic orders sent from Funzdog are sent via a traceable method via Australia Post and require a signature on delivery. If no one is at the shipping address when the postman attempts to deliver your order, the postman will leave a card in your post box or somewhere safe indicating which local post office you can collect the package from. You will need to provide identification to collect from the post office.
If a tracking number shows the item(s) were successfully delivered to the shipping address provided during the checkout process. We recommend customers contact their local Australia Post office to inquire where it was delivered.
No replacements or refunds will be issued on items that show as successfully delivered. We will not be liable for incorrect address information provided by customers or missed delivery attempts by couriers.
Please ensure your full address is entered correctly at the checkout prior to completing your order, as customer input errors may result in you not receiving your item(s).
We always recommend checking around your property or with neighbours to ensure your package was not misplaced.
If you believe your package may have been stolen, you may file a report with your local courier and local police.
LOST IN TRANSIT
Australia Post is a reliable and trustworthy courier, and due to the large influx of orders they receive daily, they may experience delays or missing items. We work closely with Australia Post in order to ensure that each customer receives their package in a timely manner, however, we understand delivery issues can occur that are out of our control.
In cases where your order has been declared “Lost in Transit” by Australia Post, we would be more than happy to re-ship your order, at no extra cost.