Some Frequently Asked Questions…
Whether you have a question about how to order your dog travel accessories online or wondering when you can expect your dog car seat hammock to arrive, we hope you’ll find the answer you are looking for here! If not, please reach out to us at email@example.com.
Here at Ultimate Dog Gear, we are doing everything we can to keep supplying the Australian market and we wanted to keep you updated on our situation here at UDG HQ. We are doing all we can to keep our team and their families safe. Those who can are all working remotely, whilst our warehouse team and partners are keeping up the highest hygiene standards.
With regards to supply, we are still open for business, and will remain so for as long as we can. However, due to the ever changing global climate and the effect on supply chains, we are experiencing some difficulty in getting our usual stock and levels.
We are doing our best to keep the website updated of our stock levels and we promise to let you know if there is any change or delay in orders placed.
We also wanted to pass on that although Australia Post and other Courier services that we use are all still operating, we have been experiencing some delays with delivery times as they are busier than ever with fewer freight options. They continue to work incredibly hard, and we are grateful for their dedication.
Thank you for your patience during this time, and we will keep you updated about your orders.
Stay safe and keep washing our hands!
The team at UDG.
Do I have to place a minimum order?
Absolutely not! Get your hands Australia’s ultimate dog car seat hammock without having to fork out more any more than just what you need.
What currency are your prices listed in?
At present, we only ship throughout Australia so you can expect that all our pricing is in Australia dollars (AUD$) and includes GST.
What payment methods do you accept?
At present, we offer payment through PayPal and AfterPay.
Using PayPal, you are able to pay directly from your PayPal account which you will be prompted to log into once you have selected PayPal at the checkout. Alternatively, you can also use the PayPal processing system to pay via a credit or debit card (VISA, Mastercard, American Express), without needing a specific PayPal account.
We are also proud to announce that Ultimate Dog Gear has partnered with AfterPay so you can ‘Shop now, enjoy now, pay later.’ Selecting AfterPay at the checkout, you will be able to get your hands on the perfect anti theft backpack and then pay it off in four equal installments, interest free. Click Here to Shop Now!
I want to use AfterPay - how do I do it?
If you don’t already have an AfterPay account, you will need to create one before placing your order, but you can do this via our checkout also. By selecting ‘AfterPay’, this will open a further drop down information tab. Once you click the ‘Pay Now with AfterPay’ button, you will automatically be redirected to AfterPay where you can log into your account and accept the purchase.
After this you will return to us at Ultimate Dog Gear and your order should process. Please be patient when you get redirected back and do not refresh the page until the order has gone through successfully.
You will receive an AfterPay order confirmation separately to our Ultimate Dog Gear confirmation and you will be able to keep an eye on your payment schedule directly via the AfterPay website.
To find out more about AfterPay, or to set up an account, CLICK HERE.
Are my payment details safe?
We, Ultimate Dog Gear, as the merchant, do not have access to your payment information at all. All of our payments and billing etc. are smoothly taken care of by either PayPal or AfterPay, both very highly regarded and trusted companies for the buying and selling of products. Each have their own layers of security, encryption and protection so you can feel safe in shopping with us. For more information, please see their respective websites.
I need to change/cancel items on my order.
Once an order has been placed in our system, we have only a very small window of time to change or cancel the order, including change of address.
If there is a change that needs to be made, such as a change in colour/style/shipping address, please contact us immediately via firstname.lastname@example.org and we will endeavour to organise this for you up until the point that the order has been picked and packed by us or our partner supplies.
Once the parcel has made its way into the hands of our courier, we are unable to make any more changes, including a change of address.
If we cannot cancel an item of the order, you are welcome to return it according to our Returns Policy.
How do I know if my order was successful?
All orders that have been placed successfully and are making their way through our picking and packing stages will be accompanied by an order confirmation directly via email. This should arrive in your inbox within 1 hour of purchase, but can sometimes land in your junk/spam folder so if it hasn’t arrived, don’t forget to look in there!
If you are still not sure if your order was successful, please check with your financial institution or by looking inside your PayPal or AfterPay account, as appropriate.
Where do you ship?
Ultimate Dog Gear currently ships to all metropolitan and regional areas, Australia wide. We have valued customers enjoying dog car seat hammocks throughout New South Wales, Victoria, South Australia, Tasmania, Western Australia, Northern Territory, Queensland and Australian Capital Territory.
We are also currently looking into the potential of shipping internationally. If you are outside of Australia and looking to purchase from us, please contact us email@example.com and we will endeavour to help!
How much is shipping?
We are proud to offer FREE SHIPPING, regardless of your order size or location!
I’ve placed my order… when can I expect it to arrive?
As soon as your order has been placed and payment has been received, a chain of events is set in motion to package your order and have it dispatched from our Australian warehouse as soon as possible!
We aim to deliver all products within 7 business days (if not, much sooner). Occasionally however, there can be delays with our couriers. Please contact us at firstname.lastname@example.org if it has been more than 10 business days since you placed your order.
I’ve placed my order - where can I find the tracking number for my Ultimate Dog Gear order?
Fantastic! So you’ve successfully placed your order! Our team in our Australia warehouse would be busy packing your order right now.
We totally understand the excitement of waiting for a parcel to arrive and having a tracking number to track the progress of your delivery can feel like Christmas!
At the moment, we don’t have the systems in place to automatically send tracking numbers to each and every one of our customers. However, we can endeavour to provide you with tracking details if your order was placed at least 24 hours ago. Please contact us via email@example.com and will will get back to you ASAP!
How can I provide feedback about a product?
We love hearing from our happy customers and we get very excited about sharing positive feedback with our team. We’d love for you to a leave a review, which you can do quickly and easily by returning to the page on which you purchased the particular item and leaving a review towards the bottom of the page.
Sharing your experience will help other shoppers decide whether our dog car seat hammock is right for them.
Who should I contact if I have an issue?
We do our absolute best to ensure all of our customers have a fantastic experience shopping with us and we have a very good track record so far!
Occasionally though, we know that things can crop up. If you have an issue, whether it be related to shipping/delivery, or specific to the item you have purchased, please don’t hesitate to contact us via email firstname.lastname@example.org and we will work with you to get the issue sorted ASAP, whatever it may be!
**Please note that we are a small family run operation, focussed around bringing our customers incredible products that we use and love ourselves, at competitive prices. With this in mind, we do not have a team manning our inbox 24/7 like large, soulless companies who outsource abroad, so if you do get in touch with us, please allow 12-24 hours for a response.**
What are your returns and refunds policies?
Here at Ultimate Dog Gear, we believe we have found the best dog car seat hammock in Australia, keeping both your convenience and your dog’s safety in mind.
However, if for any reason you are not 100% satisfied with your product(s), please contact us through email@example.com within thirty (30) days of purchasing for full money back.
If you have simply changed your mind, products can be returned to us for a full refund, however they must be in the original condition, with all of the parts, packaging, boxes and accessories where relevant.
The buyer is responsible for return shipping costs, unless the product is deemed to be faulty or incorrect.
For any defective products, we will endeavour to replace the item as quickly as possible, however it must be returned to us so we can verify and investigate the defect.
We reserve the right to offer a full refund if the replacement product is not available.
Ultimate Dog Gear will deny all requests for refunds initiated because of shipping delays outside of our control. We make no guarantees as to the delivery time as we use standard couriers such as Australia Post and Fastway Couriers to ensure we can keep our postage to you completely free, regardless of your order size!