Returns Policy | Shipping Policy

60-Day Return Policy

If you are not completely satisfied with an item, you may return it within 60 days from the date of purchase – no questions asked…

We are committed to making returns as easy as possible for you. After all, we all change our mind from time to time, so it’s OK if you do too!

However with that said, a refund or exchange will only be granted if the item being returned is unused and in its original purchase condition - including all parts, accessories and still in its original packaging.

If we can’t re-sell it as ‘New’ then we can’t accept it!

To make a return, simply call us to obtain a Return Authorization Number (RAN) and your delivery instructions. You will need to include a copy of your original receipt with your returned item and write your RAN visibly on the outside of the delivery package and on the packing slip.

All delivery costs are non-refundable; unless the item is being returned is as a result of our error (eg, wrong item sent, etc.). For your protection, we encourage you to mail your returned item using registered post complete with insurance. We will not be responsible for returned packages that are lost or damaged during delivery. Also note that some items may be subject to a 15% handling and restocking fee. Cash on Delivery" or "Postage Due" items sent will not be accepted by Ace Dog Supplies.

When requesting a refund, either your original credit card will be credited once your return is processed, or we may mail you a cheque.

Missing, Damaged, Defective or Incorrect Item Sent Return Policy

If an item is missing, damaged, defective or incorrect, you must contact us by phone or email us within 5 days of receiving your order so that we can explain what steps need to be taken. Certain items may be subject to a handling and restocking fee.

Due to safety standards and other regulations, we cannot accept returns for the following categories: DVDs, CDs, Books, Food Items, Supplements, Dewormers, Flea and Tick Topical Treatments, Custom Orders (non-stock or large quantities of in-stock items), Discontinued Items and other select products. Personalized items cannot be exchanged or returned unless there was an error on our part (damaged, defective, wrong item sent, etc.)

Non-Deliverable, Refused or Unclaimed Orders
If an order is returned, refused or unclaimed by the customer due to customer refusal, customer absence, or customer providing incorrect shipping information, we will attempt contact you via phone and/or email if provided. If no response is received, the customer will be charged with any subsequent delivery charges. It is the purchasers responsibility to ensure all the shipping information on your order is correct and someone will be available to receive your package. We will not deliver to P.O Boxes!

All orders that require re-delivery at the request of the customer, whether for returned, refused, unclaimed, or undeliverable packages will require an additional re-delivery charge. 

If an item which was returned, is refused by Ace Dog Supplies (due to an unacceptable condition), then any further delivery charges will be the customers responsibility.

Shipping Policy

At Ace Dog Supplies, we deliver using Australia Post's postal network and all products over $100 are delivered using "Registered Post". All delivery charges are based on the weight of the item ordered and where you’d like us to deliver to. You will be able to get the exact delivery charge when you checkout and place your order. Unless otherwise specified, all delivery and handling charges are payable by the purchaser and is in addition to the product price. You will have the option to add postage insurance (Extra Cover) to your order, but this will be at an additional fee and will be added to your order total.

Once your order has been sent, you will be issued a tracking number which you can use to track the progress of your item. (only applies if registered)

We will not be held liable for any loss or damage resulting from late delivery. You acknowledge and agree that late delivery does not constitute a breach by us of our agreement and does not entitle you to cancel an order.

Please note that if an item has been lost in transit, we will not dispatch a replacement item immediately. Replacement items will only be dispatched at our discretion.

We will not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place.

Please take extra care when completing your delivery details. Ace Dog Supplies assumes no responsibility for incorrectly addressed orders.

FREE Delivery

Yes we do offer FREE Delivery! However this applies to certain product categories only. As you shop at Ace Dog Supplies, products that are clearly labelled “Free Delivery” will be delivered to you at no extra charge using the Australia Post standard "Registered Post" delivery service or through one of our suppliers' courier service providers. You will have the option to add postage insurance (Extra Cover) to your order, but this will be at an additional fee and will be added to your order total. Examples of product categories that come with FREE Delivery are the “Anti Bark Collars”, “Invisible Fence” and “Remote Dog training Collars” etc.

While we always recommend that someone be at the receiving address to accept a delivery, we know that this isn't always practical. So if there is a chance that no-one will be home when the delivery is made, try noting an "Authority to Leave" on your order. This simply means giving permission to the courier/postie to leave the item somewhere if you're not home. This can be anywhere such as "at the front door", "under the pot plant" or "behind the side gate" anywhere that you feel is a safe a secure place for the item to be left.

Flat Rate Delivery

Flat Rate Delivery is best considered "Shared Delivery", and is available for the majority of our products. At Ace Dog Supplies, we appreciate the need to keep your postage costs down and that's why we have introduced "Flat Rate Delivery". Depending on the product you select, we'll offer you a fixed delivery rate up front for the Australia Post standard delivery service. And considering the vastness of our country from a postage cost perspective, this rate will save you money considering it is substantially lower than what many of our competitors can offer you. You will find each product clearly indicates what the Flat Rate Delivery fee is.

Estimated Time To Deliver

All orders received will be dispatched within 2 business days after your payment has been cleared. Typically, most orders made before 3pm est. are sent the same day. Should this take longer than two business days, we will contact you with further details.

Although we are based in Victoria, your order may be sent from one of our other distribution centres in other states which may be closer to where you are. On average, you should receive your order within 3-7 days.

 Should an item you ordered become unexpectedly out of stock, then you will be contacted. You will then have a choice to either cancel or wait for re-stocking. Usually this may mean a delay of 2-3 days, however either way you will retain control whether or not to continue with your order.