Payments, codes and the Hound Club

The 10 per cent welcome code only works on a first order, and it is tied to the email address you signed up with, so if you have ordered with us before it will not apply. If yours never arrived, signing up again will not send a new one because we already have your email, but email us at aroo@houndtees.com.au and we will make you a fresh code.

A few other things that catch people out:

• Codes do not stack, so it is one code per order.
• Codes apply to full-priced items, not things that are already reduced.
• The email offering 10 per cent off for a review is automated, so we cannot resend it by hand, but we can make you a code instead.

If a code still will not go through, email us the code and what is in your cart and we will check it. If you have already ordered without it, here is what happens when you forget to use a code.

Pop a gift card code into the gift card box at checkout, and for store credit, sign in with the email address it is attached to and it will show up at checkout, with no code to type.

Store credit does not expire, and older credit codes from before mid-2026 still work and go in the same box. Gift cards are valid for three years, and whoever you give one to just uses their own name and delivery address, so there is nothing to transfer.

If you have lost the gift card email, or a code will not go through, email us at aroo@houndtees.com.au and we will check it, and resend the card if it has gone missing.

Email us at aroo@houndtees.com.au with your order number and what looks wrong, and we will look into it. It is nearly always something we can fix at our end, and if we have got it wrong, we will refund the difference.

Send us the details if you can see two charges for one order, if you think you have been charged for both sizes after swapping one, or if the total does not match what you saw at checkout. If you are not sure an order went through at all, check with us before ordering again.

Refunds go back to your original payment method and usually show up within about 48 hours of us processing them.

If a bundle discount has not come off, email us at aroo@houndtees.com.au and the crew will check it for you. It is quicker to ask us than to keep trying.

Tell us which items you are trying to bundle, with the breed fit and size of each. If you have already checked out, send your order number instead and we will look at what was charged.

The Hound Club is our loyalty programme: you collect Paw Points, they do not expire, and your tier is set from your purchase history with us. The Hound Club page shows the ways to earn points and what you can swap them for.

The things people ask us most:

• Points cannot be backdated to before the Hound Club started, but your earlier orders still count towards your tier.
• Birthday points land on your birthday itself, not on the day you add it.
• Review points apply to orders placed since the Hound Club started.

If your balance looks wrong, email us at aroo@houndtees.com.au with the email address on your account and we will check it.

You can pay by card or with the express options shown at checkout, and if you would like to spread the cost, we offer Zip, PayPal Pay in 4 and Shop Pay Installments. We do not offer Afterpay.

Choose your pay-later option at checkout when you place your order. If the one you want is not showing, email us at aroo@houndtees.com.au before you order and we will look into it.

You can also pay with a gift card or store credit, and here is how to use them. If we email you an invoice, say for an alteration, it comes with a payment link you can use.

We cannot apply a discount to an order that has already gone through, or refund the difference, but we can make you a code to use next time. Just email us at aroo@houndtees.com.au with your order number and ask.

Next time, pop your code in at checkout before you pay. Codes do not stack, so it is one code per order, and they apply to full-priced items rather than things that are already reduced.

If your code would not work when you tried it, see why a discount code might not work.

Yes, you will find them on our gift cards page, and they are handy when you are not sure of a hound's size. Digital gift cards are emailed automatically with instructions on how to redeem them, and they are valid for three years.

Gift cards are issued in Australian dollars, so a recipient overseas sees the converted value. Physical gift cards ship within Australia, so if you would like one posted overseas, email us at aroo@houndtees.com.au first.

Whoever receives the card enters the code in the gift card box at checkout and uses their own name and address, so there is nothing to transfer. Gift cards cannot be refunded, so it is worth double-checking the amount before you buy.