Free tracked shipping across Australia
Shipping is free on every order, no minimum spend and no code. Every order is tracked, and we email you the tracking link as soon as it ships.
Delivery times
Most orders arrive within 1 to 3 weeks of ordering. Here is what happens behind the scenes:
- You order. We email your confirmation straight away.
- We place it with our supplier within 1 to 3 business days.
- It ships. You get an email with your tracking link.
- It arrives. Usually within a week or two of shipping. Bulkier items such as jackets and car seat covers can take a little longer, and public holidays and big sale periods can add a few days.
Why it ships from our suppliers
HOUNDFREQ doesn't run a warehouse. Your gear ships direct from our partner suppliers' warehouses overseas, with no stockroom, no retail middleman and no shipping fee added on top. That is how we keep prices fair and shipping free. The trade-off is that it takes a little longer than something picked from a shelf down the road, and we'd rather tell you that up front than have you find out later.
Need it by a certain date?
Email support@houndfreq.shop before you order and we'll tell you honestly whether it will make it. For birthdays, trips or events, order early.
If your order is late or doesn't arrive
Tracking can show no movement for a few days while a parcel is in transit, and that is normal. If you're worried, email us with your order number and we'll chase it with the carrier.
Our promise: 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.
More than one item
Items can ship separately from different suppliers and arrive on different days. You are never charged extra for that.
Returns
We don't offer change of mind returns. We're a small operation without our own warehouse, so taking items back isn't something we can do well, and we'd rather be upfront about that than promise a process that falls apart in practice.
If your order arrives faulty, damaged in transit, or isn't what you ordered, email us within 14 days with photos and your order number. Most claims are resolved from the photos alone, you usually won't need to send anything back. We'll arrange a repair, replacement or refund.
Nothing here overrides your rights under Australian Consumer Law. Our goods come with guarantees that can't be excluded under the ACL, including replacement or refund for a major failure.
Questions
Get in touch via the Contact page.