Delivery, Returns, Refunds FAQ
Delivery, Returns & Refunds – FAQ
For Training Course Cancellations, see our Training Course Cancellation Policy
Q: How long does delivery take within Australia?
A: Express: 1–3 business days. Standard: 1–7 business days. These are estimates only — Australia Post does not guarantee delivery times.
Q: Do you ship internationally?
A: Yes. Estimated delivery is 7–28 business days. All prices are in AUD. International customers are responsible for any duties or taxes charged by their country.
Q: Will I get tracking information?
A: Yes. Tracking will be provided once your order ships. If you miss delivery, you’ll need to follow your local agent’s instructions for re‑delivery or collection.
Q: Can I pickup my online product order?
A: For the safety of all dogs in our care, pickups are only permitted for course attendees or when collecting a Stay & Train puppy. All other product orders require shipping.
Q: Why does the price change at checkout for International orders and why is it in Australian Dollars?
A: We’re an Australian business and legally required to process all payments in Australian Dollars (AUD) for tax and reporting purposes. If you're browsing in your local currency and notice a different amount at checkout, it's because the final price is shown in AUD. Your local currency (e.g. USD) is converted to AUD at the time of payment. The final charge on your statement will reflect this conversion.
Shipping rates are calculated by Australia Post based on your location and order size. These rates are not set by us. Full tracking is provided once your order ships.
Q: Can I choose a safe place for delivery?
A: We recommend choosing an address where someone can accept the parcel. TASAA is not responsible for parcels returned due to missed deliveries or uncollected items.
Q: Do you offer change of mind returns?
A: No. We do not offer refunds or exchanges for change of mind, so please choose carefully. Contact us before ordering if you’re unsure about a product.
Q: What if my item is faulty or damaged?
A: If your order arrives damaged or faulty, email us within 7 days with your order number and clear photos. We’ll arrange a replacement or refund.
Q: How do I start a return?
A: Email us to initiate a return. We’ll send you instructions and a return number.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping unless the item is faulty. We recommend using a tracked service. TASAA is not responsible for items lost in transit.
Q: Are any items non‑returnable?
A: Yes. For hygiene reasons, we cannot accept returns on used training equipment, dog beds, mats, or products that have been in contact with animals, unless faulty.
Q: How long do refunds take?
A: Refunds are issued to your original payment method once the returned item is received and inspected. We will process refunds within 1–2 business days, however your payment provider may take additional days to make the funds available. Shipping costs are non‑refundable.
