CUSTOMER SERVICE

FAQ’S

We hope that we can clear up some FAQ’s you may have in our customer service terms and conditions and general usage of the House of Hounds website. Please feel free to pose any questions that you may have in regard to purchasing, return and account details that we may not have touched on below by e-mailing customercare@houseofhounds.com.au and we will endeavor to get back to you within 24 hours upon receipt of email.

WHAT YOU NEED TO KNOW BEFORE PURCHASING!

DIG THE PRODUCT AND WANT TO MAKE A PURCHASE OR ADD TO MY WISHLIST FOR LATER? HOW DO I DO THAT?

Thanks – firstly we are flattered – secondly – knock yourself out! Simply use the Walk, Wear, Play, Wash links or click straight to shop with the ability to simply shop all products for easability. Found your item? Use our size guide at the bottom of the home page to measure your dogs super model statistics, select your dogs size, colour preference and ‘add to bag’ or ‘add to wishlist’ it’s really that simple!

I HAVE CHANGED MY MIND ON PURCHASING AN ITEM AND NEED TO REMOVE IT FROM MY CART OR WISHLIST. HOW DO I DO THIS?

Doggy track back – review your items in your bag by clicking on the cart link on the right hand side of the home page. Click to remove the items you would like to delete from your cart. The same principal applies for the wishlist. Easy right?

DO YOU HAVE A SIZING CHART?

Yes, the sizing is via the applicable letters or numbers located with the actual item. We have also included a guide and poochy graphic for your convenience. Please refer closely to the recommended method of measurement as a guide when purchasing to make it easier to choose your size.

IF THE ITEM IS OUT OF STOCK CAN I ORDER IT BY ANY OTHER MEANS?

You can try by e-mailing us at customercare@houseofhounds.com.au and we will endeavor to approach our suppliers to see if we can in fact get your wanted item for you. Stay tuned and we will e-mail to let you know if we where successful hopefully within 24 hours. Please note that our suppliers are out of USA and UK so there is a time difference to consider but we will always do our best for you.

I CAN’T WAIT TO PURCHASE THESE ITEMS – WHAT CREDIT CARDS DO YOU ACCEPT?

House of Hounds accepts the following forms of payment: Visa MasterCard American Express and PayPal

ARE YOUR PRICES IN AUSTRALIAN DOLLARS (AUD)

Yes, all of our House of Hounds website pricing is in Australian Dollars.

AND DO YOUR PRICES INCLUDE GST AND OTHER IMPORT TAXES?

All of our prices listed on the site are all inclusive of goods and services tax. If you are purchasing from overseas – please be mindful that you may incur import duties and taxes when your order arrives at your countries destination. House of Hounds is not responsible for these duties and for further information you can contact your local customs office.

IS IT SAFE TO USE MY CREDIT CARD ON YOUR SITE?

If you have any concerns about your security and personal information please don’t hesitate to email us at customercare@houseofhounds.com.au  At House of Hounds our business is online – so your personal online security is the most important thing to us. We are completely pci dss compliant and use a third party gateway to complete your orders. Your personal and credit card details are safely transmitted through our systems. Our orders are processed through a secure checkout system complying with the pci data security standard. Should you prefer – we offer the PayPal system whereby you don’t have to provide us your information and credit card details at all.

ONCE I HAVE PAID AND THE ORDER HAS BEEN CONFIRMED – WILL I BE CONTACTED THAT MY ORDER HAS BEEN SAFELY PLACED?

Dog gone right you will – we will contact you straight away as soon as you place the order you receive an e-mail from House of Hounds to confirm we are packing it as soon as we can get it in to that cute calico bag of ours.

WHO IS YOUR PREFERRED SHIPPER FOR HOUSE OF HOUNDS?

We hold accounts with both Australia Post and DHL for all of our House of Hounds orders and admin sent nationally and internationally.

AND YOU SHIP INTERNATIONALLY?

We feel that House of Hounds products deserve to grace the pooches of not just Australia but the rest of the world and so have committed to sending your goods on a flat rate of $30.00 wherever you are via one of our preferred shippers. Orders can take 3 days to one month pending your destination but your tracking number will always keep you informed as to where your goodies are.

HOW MUCH DOES SHIPPING COST?

We know from websites that we engage and shop online with that shipping can be the deciding factor as to whether you actually go ahead with that final purchase or not. We at House of Hounds did some website research and went out of our way to gain quotes from both of our preferred shippers and feel that we are doing the right thing by offering standard shipping services at flat rates pending your destination:

Free standard postage within Australia for orders over $100



Standard postage within Australia on orders under $100 - $10



Standard postage to New Zealand - $15

 

Standard postage to the rest of the world - $30



Please refer to the shipping section in our faq’s for full delivery details.

WOOF OF APPROVAL – NOW THAT MY SHIPPING HAS LEFT HOW LONG WILL IT TAKE TO ARRIVE?

Every order is packed to pur-fffection and we promise to get your House of Hounds order out to you as soon as possible. Our aim is to process your order in 1 business day but please note that if your order is received after 3pm Eastern Standard Time it will go on next day’s truck. If the order is processed on the weekend whilst we are out surfing or skating – it will be sent on the following business day. Please also allow for long weekends.

Australia Post have let us know that general delivery times are between 2 & 5 business days within Australia with rural areas taking a little longer (especially when mother nature reaks her havoc and lashes her wrath on you poor hounds). Please allow up to one month (4 weeks) for international deliveries.

WILL I RECEIVE A TRACKING DEVICE?

Yes you will – pooches are the biggest snoops anyway aren’t they? Your tracking order number will be sent via e-mail and tracking of the parcel will then be available through Australia post or DHL. For international orders please don’t confuse your consignment number with the tracking number – easy mistake to make.

I HAVE A VERY BUSY LIFE AND AM NEVER HOME, WHAT IF MY ORDER ARRIVES WHEN I’M NOT HOME? DOES IT REQUIRE MY AUTOGRAPH?

2 mins of fame necessary pooches – yes your autograph is required. As we provide standard postage for all of our orders, this is mandatory but don’t stress – if you aren’t home - a postal card will be left in your letter box informing you of your delivery and that cute little calico bag containing amazing House of Hounds goods waiting for your paws.   Head on down to your local post office or agency where it can be picked up during business hours. International orders will receive a calling card and a request to reschedule your delivery for a time that suits you to receive you goodness.

 

WHAT YOU NEED TO KNOW AFTER PURCHASING!

SO I NEED TO MAKE A RETURN?

Read on!

When your package lands on the doorstep, here’s what will be included: your purchased item/s, an invoice and a returns form inside the most gorgeous eco-friendly calico bag.

Open it up and make sure you keep the returns form, as you will need to keep it if you want to make that return. Reach out for the nearest pen and scribe the reason for your return and your choice of an exchange or refund please.

Please return the goods and the form within 14 days to:

House of Hounds Customer Care


Po Box 437, Floreat

Perth Western Australia 6014

WHAT HAPPENS NEXT?

Simple – no questions asked, we’ll credit your refund to the credit card you used for the original purchase.

The refund will be processed (less shipping and overseas duties) on the spot but allow us some time as we have been advised by the bank that it may take up to 3 billing cycles for the refund to appear on your credit card statement – not unusual practice – you know the banks – very busy people!

YOU MADE IT VERY CLEAR THAT I CAN RETURN FAULTY ITEMS IN THE LAST QUESTION HOW DO I DO THIS AND WHO DO I CALL SHOULD I FIND A PROBLEM WITH ANY OF MY GOODS?

Easy pooch - by using the enclosed returns form, describe the item and the fault and return this with the faulty item. We will replace this item pending stock availability or refund the invoiced amount – remember this is your choice by law should the item be deemed faulty by House of Hounds and/or our suppliers. We will also credit the shipping costs to your credit card should the fault be deemed our fault of course.

DO I HAVE TO PAY THE RETURN SHIPPING ON AN EXCHANGE?

We’re afraid so! If you wish to exchange an item due to size, style or colour or it’s simply an unwanted gift – the shipping will be at your expense - makes sense really.

OOPS! – SO YOU MADE A MISTAKE HOUNDS AND I NOW HAVE AN UNWANTED ITEM THAT WAS SENT.

Sorry!  Accidents happen and if we have made a mistake in processing your order, please contact us at: customercare@houseofhounds.com.au

Your item will undoubtedly be replaced with the correct order or we can refund the invoiced amount along with your shipping costs to your nominated credit card if we have made that error. You will of course have to send back the product for us to make that refund by using the enclosed returns form. Sorry in advance should this ever happen to you!

I'M EXCITED, WAGGING THE TAIL AND WANT TO HER MORE ABOUT VIP PROMOTIONS, NEW STOCK, POP UP SALES AND MORE NOW?

Do it and run with the pack via our homepage through the sign up link at the top of the page. You won’t be sorry you did!

I CAN SIGN IN AS A GUEST OR REGISTER AN ACCOUNT WITH HOUSE OF HOUNDS WHAT’S THE DIFFERENCE?

That’s right – you have the choice whether to register with us or to sign in as a guest (or actually) that very important dog non - the less. If you sign in as a guest – you won’t enjoy the benefits of running with our pack. Registered Hounds will receive news on exclusive VIP promotions and content, have access to past orders and purchases, gain access back to your wishlist, manage your account details for express checkout and gain VIP notification when new stock drops. Worth signing up? We thought so!

I WOULD LOVE TO SIGN UP BUT ALWAYS FORGET MY PASSWORDS AND ALSO HAVE A HABIT OF LOSING MY WALLET, CREDIT CARDS ETC? CAN I RECEIVE OR CHANGE THESE DETAILS AFTER SIGN UP?

Got that one covered for you – just log in and click on ‘update’ link or click on ‘forgot my password’. We are unable to help you via our customer care for security reasons.

OK – I HAVE INFORMATION OVERLOAD NOW – IF THERE IS ANYTHING ELSE I NEED TO KNOW CAN I CONTACT YOU AT HOUSE OF HOUNDS?

Howl if you need us: we’re always happy to help!

Email: customercare@houseofhounds.com.au

Phone: +61 0417 987 976

Address: PO Box 437, Floreat, Perth WA 6014

HOUSE OF HOUNDS RETURNS POLICY

House of Hounds expects that the returns form that is included within your purchase will be filled out with details required for a full refund or an exchange.

We will accept goods that are returned for a full refund or exchange within 14 days of receipt of delivery within Australia and overseas. Items not received within 14 days of receipt of delivery will not be accepted for full refund or exchange.

Merchandise must be in n original saleable condition and not in any way or form washed, used in any way and with all original tags attached to hardgoods and apparel. All purchases on sale goods are final and cannot be returned for full refund or exchange. All return shipping is payable by customer unless the item is faulty as explained in our terms and conditions.

Return shipping will only be credited to you the customer if House of Hounds and/or it’s suppliers deems an item/s faulty.This will be credited to your nominated credit card. Please note that return shipping will not be credited for goods purchased by wrong choice, colour, or change of mind. House of Hounds and/or its suppliers reserve the right to make final judgment on returned items and deny if need be a return should it not meet the above criteria.

If you are returning an item please be aware that House of Hounds takes no responsibility for missing or lost goods if the items aren’t sent by a traceable method and with tracking details.

For more information on our returns policy: please return to our terms and conditions or contact customercare@houseofhounds.com.au

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