Shipping and delivery

You can visit our workshop by appointment, but there's no pickup option at checkout, so orders go out by post.

The workshop is in Euroa, in country Victoria, and isn't open to the public, so visits are by appointment only, from 10am to 4pm, Monday to Friday. Email us with the day you'd like to come and we'll find a time that suits.

If it's sizing help you're after, you don't need to make the trip. The size finder works out a size from your hound's chest and length, and if you're still unsure, email us the chest measurement and a side-on photo and we'll take a look.

You can see where your order is using the tracking link in your shipping confirmation email, which follows your parcel with Australia Post. If you're overseas, the same tracking number also works with your local postal service once the parcel reaches your country.

You can also sign in to your account using the email you ordered with to see your orders. If an email from us seems to be missing, check your spam folder. If there's no shipping email yet, your order probably hasn't left us, so here's when orders are posted.

The delivery estimate in your tracking comes from Australia Post rather than from us. If you're still stuck, email us with your order number, or the name and email you ordered with, and we'll look into it.

A pause in tracking is usually the postal network being slow, not a lost parcel. Parcels, international ones especially, often sit without a scan for a while and then start moving again, so give it a few days first.

If there's been no movement for seven days, email us with your order number. That's the point at which Australia Post will accept a trace request from us, and they come back to us in about 48 hours with whatever they can find. We'll chase it and keep you posted.

If your tracking says to contact the sender, or your parcel looks to be heading somewhere it shouldn't, email us straight away rather than waiting. And if there's no tracking at all yet, your order may not have left us, so here's when orders are posted.

Your local post office is the first place to check, whether your tracking says delivered or shows an attempted delivery. If you're overseas, your parcel is handed to your local postal service once it reaches your country, so they're the ones to ask.

If it isn't there, email us at aroo@houndtees.com.au with your order number and what the tracking shows, and we'll follow it up from our end.

The same goes if your parcel went to the wrong address, is waiting for collection somewhere you can't get to, or is on its way back to us. Email us with your order number and we'll work out the next step with you.

Delivery time depends on where you are: we aim to post your order the next shipping day (an extra day or so at busy times), and from there it's in Australia Post's hands. Our shipping page has delivery estimates by country.

Made-to-order pieces and alterations are made for you first, so allow 10 working days before they're posted. If it's a pre-order with set shipping dates, those dates are on the listing instead.

Within Australia, Express is available at checkout if you're in a hurry. If you need it by a particular date, here's what we can do, or email us as soon as you order and tell us the date.

We post to lots of countries with Australia Post, and checkout will tell you if yours is one of them: pop in your address and, if we can send there, you'll see the shipping options and price before you pay.

For rates, delivery estimates and any free or flat-rate shipping offers, check the notes for your country on our shipping page.

If your country isn't listed at checkout, don't give up just yet. Email us with your country and what you'd like, and we'll check whether Australia Post can get it to you.

Not if you're in Australia, and not if you're in the United States either, because tariffs and duty on US orders are built into the shipping price you pay at checkout.

Everywhere else, it depends on where you are. Check the notes for your country on our shipping page, or email us before you order and we'll let you know what to expect.

If you're asked to pay a fee you weren't expecting when your parcel arrives, or you're not sure a request for payment is genuine, email us with your order number and we'll look into it.

We hold onto your order and send it as soon as we can, whether that's when the postal route reopens after a strike or when we're back from a holiday break.

If a strike or disruption holds up your order, we'll email you rather than leave you wondering. Where another courier can get around it, we can sometimes send your order that way instead, so ask us and we'll quote it.

Notices about our closures and any postal disruptions go at the top of the help centre, so that's the place to check first. If your order seems to be taking longer than it should, email us with your order number.

Standard shipping within Australia is free on orders over $150. Under that, the cost is worked out at checkout based on the weight of your order, and you can choose standard post or Express.

For overseas orders, the rate depends on where you are, and some countries have free or flat-rate shipping once you spend a certain amount. You'll find the details for your country on our shipping page, and checkout always shows the exact price before you pay.

If your order should have had free shipping and didn't, email us with your order number and we'll look into it.

We aim to post your order the next shipping day after you place it, and at busy times it can take us an extra day or so. Once it's on its way, you'll get a shipping confirmation email with your tracking link.

Pre-orders and made-to-order pieces work a little differently. Pre-orders show their set shipping dates on the listing, and for made-to-order pieces and alterations, allow 10 working days for us to make them before they're posted.

If you need it by a particular date, here's what we can do. And if it's been longer than you expected, email us with your order number and we'll check where it's up to.