Shipping and Return Policy
Where is my order shipped from?
All orders are dispatched from our warehouse located in Sydney, Australia.
Does Citronella Collar ship internationally?
Unfortunately no, currently we only ship within Australia to ensure a high standard of service.
How long will it take for my order to be shipped?
Any orders placed before x time will be shipped on the same business day. Any later orders will be shipped the following business day. You will receive an email confirmation, including a tracking number, once your order has been processed and shipped.
How long will it take for my order to arrive?
Standard Post - shipped by Australia Post and may take up to six business days. Express Post - shipped by Australia Post and may take up to three business days. Please note that there may currently be shipping delays due to COVID-19 and we cannot guarantee delivery timeframes, however, the vast majority of orders will be fulfilled within these guides.
Where do I find my tracking number?
Your tracking number can be found in your shipping confirmation email.
I ordered incorrectly or added a wrong postage address, what should I do?
Unfortunately, we can’t guarantee a change to your order. However, if we receive notice promptly, we will do our best. If we cannot cancel or amend your order prior to shipment, you may follow our Change of Mind policy to receive a refund or replacement (shipping costs are the responsibility of the buyer). Please double check your order and address before submitting your purchase. If your order has already shipped, it may be possible to change the address with Australia Post. In this instance, sign up for a MyPost account (with an email that matches your order), and you should be able to change the delivery address after adding your unique order tracking number.
I’m missing an item from my order, where is it?
It may be possible that items have been shipped separately. Please check your tracking details as it should show a breakdown of any separate packages. If you’re still missing an item, please contact us at: support@citronellacollar.com.au for additional support.
My collar is faulty or damaged
If you can, please check that your package has arrived undamaged before signing for it. Any broken or faulty parts must be made aware to us within 14 days of delivery, along with appropriate evidence (photo/video) so we are aware of the issue and can make a claim. For any other problems with your item, please contact us at: support@citronellacollar.com.au for additional support.
What is your return policy?
If you wish to return your item for any reason other than damage or a fault, you may do so within 30 days at your shipping expense. There may also be a restocking fee applied of $x.
Processing a return:
For any faults or damages, please contact us at support@citronellacollar.com.au first before sending a return. For Change of Mind, please follow the below instructions to ensure your return is processed successfully:
- The item must be in perfect condition, preferably completely unopened or a restocking fee may apply.
- Address the item to: ADDRESS
- Include the following with your return:
-
- Full name
- Email address
- Order number
- Reason for return
Once we’ve received your return, it may take up to 7 business days before your refund is processed. Also, it may take up to 10 business days for funds to show up in your account. Please be patient.