Refund policy
Shipping & Returns Policy
RETURNS
If you're not happy with your product or your dog just doesn't like it, that's okay! Contact us within 30 days to discuss our Customer Satisfaction Guarantee.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused or unworn, and in its original packaging. You’ll also need the proof of purchase.
To start a return, you can contact us at woof@updog.com.au.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Our money-back guarantee can be used once per customer for preference-based reasons, such as if your dog doesn’t like the taste. If you’ve already received a refund for a preference-related reason in the past, Updog Supplements reserves the right to decline any additional refund requests.
You can always contact us for any return questions at woof@updog.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at woof@updog.com.au
SHIPPING
This Shipping Policy applies to all orders placed with Updog Supplements.
We are based in Australia and currently ship within Australia only. We do not offer international shipping at this time.
All orders are shipped via Australia Post (AusPost) to any valid Australian address.
Standard Shipping
- Free standard shipping for orders over $70 AUD (unless otherwise stated in a promotion or offer).
- A flat rate of $10.95 AUD applies to orders under $70 AUD.
We make best efforts to deliver your order within 3–8 business days, pending no delays from the parcel carrier.
Express Shipping
- Express Shipping is available for a flat fee of $14.45 AUD.
Estimated Delivery Time:
Metropolitan areas: approximately 2–4 business days
Regional areas: approximately 4–6 business days
Please note that these timeframes are estimates provided by AusPost and may vary due to factors outside our control (e.g. public holidays, peak periods, carrier delays).
Order Processing & Tracking
Orders are processed as soon as possible during business days.
Once your order has been dispatched, you will receive a shipping confirmation email with your AusPost tracking number, so you can follow your parcel’s journey.
Delays, Lost or Damaged Parcels
While we do our best to meet the estimated delivery timeframes, occasionally delays can occur once parcels are with AusPost.
If your order is significantly delayed, appears lost, or arrives damaged, please email us at woof@updog.com.au with your order details and tracking number so we can assist in resolving the issue with the carrier.