Shipping policy

Shipping & Returns Policy

Shipping

All orders are packed and dispatched from Brunswick, Victoria.

Most orders are dispatched within 1 business day, however please allow 1–3 business business days for your order to be processed before dispatch.

During busy periods, promotional events, public holidays or the Christmas season, processing may take up to 5 business days.

Once your order has been dispatched, you’ll receive a tracking email so you can follow your parcel.

Delivery timeframes are estimates provided by the shipping carrier and are outside of Bark Road’s control. While I’ll always do my best to help if an issue arises, I can’t guarantee delivery dates once your parcel has left Bark Road.

Please ensure your shipping address is correct before placing your order. If an order is returned due to an incorrect or incomplete address, any additional shipping costs to resend the parcel are the responsibility of the customer.

If your parcel is lost or delayed in transit, I’ll happily assist in lodging an investigation with the shipping carrier. However, Bark Road is not responsible for delays caused by the carrier, weather events, natural disasters or other circumstances outside of my control.


Returns & Refunds

I want you and your dog to love your Bark Road order. If something isn’t right, please contact me as soon as possible so I can help.

Change of Mind

I do not offer refunds or exchanges for change of mind on dog treats, chews, food products, supplements or any other consumable products.

For food safety, hygiene and quality assurance reasons, consumable products can only be considered for return if they are:

  • Unopened
  • Unused
  • In their original, sealed packaging
  • In a resaleable condition
  • Approved by Bark Road before being returned

Any consumable product that has been opened, used, partially consumed, damaged after delivery, or is not in its original condition cannot be returned or refunded.

If you’ve accidentally ordered the wrong product or your dog simply doesn’t enjoy a particular treat, this is considered a change of mind and is not eligible for a refund or exchange.

Non-Consumable Products

For non-consumable products, change of mind returns may be considered within 30 days of delivery, provided the item is unused, in its original packaging, in resaleable condition, and approved by Bark Road before being returned.

Original shipping charges are non-refundable. Unless required by Australian Consumer Law, return postage costs are the responsibility of the customer.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or you receive an incorrect item, please contact Bark Road within 14 days of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product and packaging where applicable

Bark Road may request the item be returned before a replacement, exchange or refund is issued.

Refused Returns

Bark Road reserves the right to refuse a return or refund where:

  • The return does not meet the conditions outlined in this policy
  • The product has been opened, used or altered
  • The product has been damaged after delivery
  • The item is not returned in its original condition
  • The return has not been approved by Bark Road before being sent back
  • Insufficient information has been provided to assess the claim

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

If a product has a major fault, is not of acceptable quality, is not fit for purpose, or does not match its description, you’re entitled to the remedies available under Australian Consumer Law.

Questions

If you’re unsure whether a product is right for your dog, please get in touch before placing your order. I’m always happy to help you choose the most suitable option.