If you have a question, please do not hesitate to contact us and we'll get back to you as soon as possible.

Email: info@kpups.com.au

Current Delivery Time

Domestic deliveries are continuing but high parcel volumes, limited flights and COVID-19 lockdowns in NSW, South Australia and Victoria may cause delivery delays.

All parcels are marked Authority to Leave (ATL)

Processing Time
Ready made item will be shipped in 2-3 business days and made-to-order items 2-7 business days. If your order consists of ready made item and made-to-order or custom item, it will be shipped together. 

Delivery within Australia

Delivery times will vary depending on your location. Below is an estimated guide for standard deliveries and when you can expect delivery of your parcel. Please note these times are a guide and may vary. (Please allow extra time over the Christmas period and allow for public holidays). The delivery time to your destination may vary according to your postcode. Full details can be found at www.auspost.com.au.

 

NSW	2-4 business days
Queenslands	3-5 business days
Victoria	4-6 business days
South Australia	5-7 business days
ACT	2-4 business days
Western Australia	5-8 business days
Tasmania	6-8 business days
Northern Territory	8-11+ business days

 

 

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RETURN & EXCHANGES POLICY

We understand that there may come a time where you need to return a purchase and we want to make the returns process as simple and easy as possible for you.

If you have purchased the incorrect size or item, we will provide you with a store credit so that you can find an alternative size or product.

Please email us at info@kups.com.au advising that you would like to return an item, providing your order number and reason for returning the item/s in the email. 

If your item arrives damaged, please contact us within 48 hours of receiving.  Photo evidence of the shipping box and damaged goods are required.

A K Pups store credit will be emailed to you in the form of a gift voucher, which you can use to repurchase another item or save your K Pups store credit for later since it never expires. We do not offer exchanges on our products.

The cost of shipping is at the buyer’s expense for the original shipment / return or paying for postage costs once you receive your store credit. 

You will receive a store credit note for the amount you have paid for the item/s only. This does not include any shipping costs. 

Note: You shall be responsible for any return shipping costs (unless the reason for return is due to a faulty/damaged product) and original shipping costs cannot be refunded.  We recommend you send the parcel back with a trackable service as we are unable to guarantee that we will receive the parcel back and do not take any responsibility for lost items in transit

We do not offer refunds – so sorry.

If you have purchased the incorrect size, we will be pleased to offer you a store credit provided that:

1. Please note all sale / clearance & personalized products are not eligible for a return or exchange (no exception).
2. You return the item(s) within 30 days of your order being delivered (our returns policy is valid for 30 days from the date your order was delivered as per the shipment tracking - after this time has passed we are unable to accept returns)
3. Your item(s) must be unused, unworn, unwashed and in the same condition that you received it (We recommend that you carefully try new items on indoors, just in case you need to return them)
4. All packaging, swing tags and care tags must still be attached to items to be eligible for a return. Any items returned without packaging or tags, will not be refunded. You will receive an email to advise of this, at which time we can organise to return the items to you at your cost.
5. If you purchased an item as part of a bundle (e.g. buy a harness and leash set etc..) the entire bundle must be returned.
6. Please note that any personalised items are non-returnable/non-refundable.

Delivery and shipping costs are non-refundable. 

If an item is to be returned, the return shipping cost will be at the customer’s expense and items must be unused and in its original packaging and condition.

Please allow 3-5 business days for returns to be processed.

Cancellation of Orders

K Pups may cancel your order if for any reason we are unable to provide you with the products subject to your order. We will contact you should this occur.

You will not be entitled to claim any additional amounts or seek compensation for any loss, expense or damage (either direct or consequential) or for any loss of time or inconvenience, which may result from such cancellation.     

Once your order has been placed, unfortunately we do not cancel/refund orders.     

Changes to your Order

If you require any changes to your order; including incorrect address details and/or item sizing, contact us immediately, and we will see what we can do before your order has been dispatched.

What happens to 'return to sender' parcels?

Please take care to enter the correct address details when you order. If a parcel comes back to us marked 'return to sender' the buyer must pay the same postage fee to get the item re-delivered to them again.