Do you ship outside of Australia?
At the moment the only countries we ship to outside of Australia is Canada and New Zealand.
We may consider for bulk orders so please don't hesitate to contact us for a freight cost.
How do I get free postage?
Free postage is available for Australian customers who put an order through valued at over $250.00 AUD.
Your shopping cart will automatically generate your free shipping.
All orders under $250.00 have a flat rate of $12.00 (for Australian residents only) which is still posted via Australia Post with tracking details supplied.
How long until I receive my order?
Each product will have it's turnaround times listed in their description however please see a quick overview for the custom items;
Royal Tack: approx 4-6 weeks
Perri's Leather: approx 4 weeks
EA Mattes: 6-8 weeks
All other products, in stock, will be shipped the next business day.
If not in stock it can take 7-14 days.
What if I need my items by a particular date, do you offer express service?
Unfortunately we have no control over the turn around times and cannot offer a quicker service - all items are manufactured overseas and supply to various other retailers.
Please note: because there are so many factors that can impact on the delivery of your items ie. customs, freight, public holidays, demand etc please keep in mind if any of those factors are impacted this could effect the turnaround times.
Why do some items take so long?
All of the products with large turnaround times are made to your specifications and have a large selection of options.
In particular, the Royal Tack range is unique with its offering, and we are the only company in Australia who offers a range of products in a vast range of leather and elastic colours.
If we were to stock the full range available this would increase our costs, meaning we would need to increase our pricing.
What is the estimated due date?
(starting 01/12/2017) On the follow up email you received 24-48 hours after you place your order, you will receive a due date. We will do our very best to deliver your new items within this time frame.
Please keep in mind: The delivery date quoted on the order and listed on our website shall not be regarded as a definite date of delivery but only a general estimate. Whilst we will use our reasonable endeavour to have your goods and products delivered as soon as possible, many factors affect the actual delivery date.
Will I get compensated for late delivery?
We will not offer compensation for late delivery, there are too many aspects of the delivery turnaround that we have absolutely no control over. It is not often delivery dates are exceeded, however please keep in mind you are purchasing an item that is made to order, specific to your order, for you.
We also will not offer refunds for those who do not want to wait any longer. We order and PAY for your orders up front with our suppliers.
What happens if I want to change sizing and/or colours after I have placed my order?
We are more than happy to assist in these requests, however certain factors do come into play.
Most of the time, if the order is over 7 days late nothing can be changed to either Perri's leather or EA Mattes orders.
Royal Tack orders can be changed during the turn around time however the delivery date wil change to reflect 4 weeks from your change.
Do you supply tracking information on postage?
We sure do! We will provide all shipping and tracking details once your item/s are posted.
What happens if my item is lost in transit?
We will not take responsibility for goods lost in transit. We will supply you with all tracking and shipment details once posted.
What is your exchange or refund policy?
We love happy customers, and we love what we sell so if you’re not happy with your item due to a defect, wrong size, wrong colour etc. We will exchange or refund your item. We try to accommodate where we can, so please do not hesitate to contact us via email on firstname.lastname@example.org
Please remember all refunds will incur a 10% transaction and restocking fee (16% for Afterpay customers)
Under no circumstances can any personalised products be refunded or exchanged, this includes Perri's Leather bracelets, dog collars & halters, as well as all EA Mattes products.
For our full refund policy please click HERE
What if there is something wrong with my order?
As mentioned above in our exchange and refund policy, please let us know if you have any concerns with your item/s via email at email@example.com and we will work on resolving the issue immediately.
What is your online pricing policy?
All of our items are priced in Australian dollars (AUD).
We reserve the right to change our pricing at any time. Prices may change due to currency conversion.
If you have any further questions please don't hesitate to contact us at firstname.lastname@example.org