Shipping Policy
Last updated December 01 January 2025
Please carefully review our Shipping & Delivery Policy when purchasing our products. This policy applies to any order you place with CleverTails.
Shipping & Delivery Time Frames- Australia
Orders are packed and shipped within 1–3 business days (excluding weekends and public holidays).
We offer Standard and Express delivery within Australia. Please allow 10 business days** after receiving your shipping confirmation via email.
** Delivery times may vary as Australia Post can experience delays from time to time which are beyond our control.
Shipping Costs
Standard Australia Wide Shipping: $9.95
Express Australia Wide Shipping: $20
Subscription Fulfilment
If you are purchasing a subscription, your items will be delivered based on the frequency of the subscription plan you selected (e.g., monthly, quarterly). The exact delivery dates will depend on the shipping carrier and your location within Australia.
International Delivery
At this time, CleverTails does not offer international shipping. All deliveries are restricted to Australia.
Delivery Delays
If delivery is delayed for any reason, we will notify you as soon as possible and provide a revised estimated delivery date. We strive to ensure all orders arrive promptly, but unforeseen circumstances may sometimes cause delays.
Customs, Duties, and Taxes
CleverTails only delivers within Australia, so no international customs or duties will apply. However, for customers located in different Australian regions, it is your responsibility to comply with any local tax regulations.
Replacements
We care about quality — our toys are built to last, but sometimes accidents happen. If your dog chews a toy to pieces or it is broken beyond normal play within 14 days of receiving it, please contact us and we’ll:
- Replace it with a new toy, or
- Offer store credit for another product of your choice.
To initiate a replacement, email us at woof@clevertails.com.au within 14 days of delivery. Please include proof of purchase and a photo of the damaged item.
Returns
CleverTails accepts returns only for products that are faulty or defective. To initiate a return, you must contact us within 14 days of purchase. All returned items must be in their original condition, unused, and with all original tags and labels attached. Items returned without meeting these conditions will not be eligible for a refund.
To start the return process for a faulty item, please email woof@clevertails.com.au. Securely package the item with proof of purchase and send it to the address provided in the email.
Return shipments must be postmarked within 20 days of the purchase date. The customer is responsible for covering return shipping costs, unless otherwise arranged by CleverTails. A prepaid shipping label may be provided in cases where CleverTails agrees to cover the return shipping charges for faulty goods.
Refunds
Once we receive and inspect your returned item, we will process your refund if the product is confirmed to be faulty. Please allow up to 10 days from receipt of the item for the refund to be processed. Depending on your financial institution, it may take 1-2 billing cycles for the refund to appear on your statement. We will notify you via email once the refund has been processed.
Refunds will only be issued for the price of the faulty product and any prepaid shipping costs, where applicable. Prepaid subscriptions cannot be refunded under any circumstances, and no refunds are available for non-faulty items.
Exceptions & Non-Returnable Items
The following items are non-returnable and non-refundable:
- Prepaid subscription plans
- Sale items (Final Sale)
- Non-faulty items
For defective or damaged products, please contact woof@clevertails.com.au within 14 days of purchase to arrange a return or exchange.
Contact Us
If you have any further questions or comments regarding this policy, you may contact us by emailing: woof@clevertails.com.au
