When will my order arrive?
Most orders arrive within 1 to 3 weeks of ordering. We place your order with our supplier within 1 to 3 business days, then it ships to you by tracked post, and you get an email with your tracking link. Bulkier items can take a little longer.
Why does delivery take a week or two?
We don't run a warehouse. Your gear ships direct from our partner suppliers overseas, with no stockroom and no retail middleman in between. That is how we keep prices fair and shipping free. The trade-off is a short wait, and we'd rather say so up front.
Where does my order ship from?
From our partner suppliers' warehouses overseas, mostly in China, by tracked international post. It is delivered to your door in Australia.
Is shipping really free?
Yes. Free on every order across Australia, with no minimum spend and no code.
How do I track my order?
We email you a tracking link as soon as your order ships. Tracking can take a few days to show its first update, so check back before worrying.
My tracking hasn't moved. What should I do?
Give it 3 to 4 days after the shipping email. International parcels often show no scans while in transit. If it still hasn't moved, email support@houndfreq.shop with your order number and we'll chase it with the carrier.
What if my order never arrives?
If your order hasn't arrived 30 days after you ordered it, email us and we'll replace it or refund you, your choice. This is on top of your rights under Australian Consumer Law, not instead of them.
I need it by a certain date. Can you do that?
Email us before you order and we'll tell you honestly whether it will make it. For birthdays, trips or events, order early.
My items arrived on different days. Is that normal?
Yes. Orders can ship separately from different suppliers. You are not charged extra.
Can I change or cancel my order?
Email us as soon as you can with your order number. We can change or cancel an order only until we've placed it with our supplier, which is usually within 1 to 3 business days.
What if something arrives faulty, damaged or wrong?
Email support@houndfreq.shop with your order number and a photo. We'll sort it with a replacement or refund, usually from photos alone with nothing sent back. Your rights under Australian Consumer Law always apply. See Shipping & Returns for the full process.
Do you accept change of mind returns?
No. Because we ship direct from suppliers, we can't offer change of mind returns, and we'd rather say so up front. Please check sizing before you order.
How do I choose the right size?
Measure your dog (neck for collars, chest and neck for harnesses, back length for jackets) and compare it to the sizes on the product page. Jackets and harnesses can run snug on deep-chested dogs, so size up if you are between sizes. Unsure? Email us your dog's measurements and breed before you order.
Do you ship outside Australia?
Not yet. Australia only for now.
Who do I contact?
Reach us at support@houndfreq.shop or via the Contact page. Include your order number so we can find it fast.