*COVID UPDATE*

  • ‘Signature on Delivery’ has been changed to ‘Authority to Leave' to eliminate person-to-person contact.
  • As an essential service, we are picking up and delivering parcels across all states and territories despite the latest COVID lockdown in New South Wales, Victoria and South Australia.
  • You may experience minor pick up and delivery delays due to increased government border checks for delivery drivers from New South Wales. We thank you for your patience. 

Zero. That’s precisely the carbon footprint of every shipment you get from us. So, that must feel good. We ship using Sendle a 100% carbon neutral delivery service. Unfortunately, as a result of COVID-19, our couriers are experiencing some delays and we would like to thank you for your patience.

Our couriers are constantly adapting their procedures in order to best guarantee the safety of customers. All carriers are now defaulting deliveries to Authority To Leave and will not be requesting a physical signature from the customer or receiver.

All orders are shipped at the following rates:

Region Delivery Cost
Australia (under $70)
2 - 4 business days
$7.50 - $10.95
Australia (over $70) 2 - 4 business days Free
New Zealand 5 - 7 business days $15
Rest of World 7 - 10 business days $18.45

 

Once your order has been shipped, you will receive an email notification with tracking information.

Returns:

The Hound Lab is happy to offer its online customers a return or an exchange for damaged or faulty items purchased online.

Returns or exchanges are accepted on goods within 14 days from the date of purchase and will require proof of purchase. If your item is damaged, faulty, or different to how it was described follow these easy steps:

1. Send a photo(S) of damaged/faulty product to thehoundlabs@gmail.com  along with your order reference number or invoice.

2. Once the item/s have been reviewed, we will email you with your options.

3. If a refund is determined the best outcome, you will be issued directly to the credit card used for the purchase.

4. Email notification will be sent once the return has been processed

Exchanges:

The Hound Lab is happy to offer its online customers an exchange for unused items purchased online.

Exchanges are accepted on goods within 14 days from the date of purchase and will require proof of purchase. Item(s) must be unused.

If you wish to exchange your item/s please follow these easy steps:

1. Contact us at thehoundlabs@gmail.com with order number and details of your purchase.

2. Once the item/s have been received and reviewed, we will email you with your options.

3. If a refund is determined the best outcome, you will be issued directly to the credit card used for the purchase.

4. Postage for new (exchanged) product will be covered in part/all by the customer.

Cancelling Orders and Returns:

If you wish to cancel your online order with The Hound Lab then please contact us within 6-12 hours of placing the order. Once items have been despatched, we cannot cancel the order.

To receive a refund, please follow the return policy steps above.

Our returns policy can be changed without notice.