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FAQ

GENERAL

Howl-looo way over there.

You certainly can make a purchase.

Don't panic! I can still throw you a bone, it might just take a little longer and cost a wee bit more, but I do ship internationally!

I accept MasterCard, Visa, America Express and PayPal.

I love a good tummy rub, but unfortunately, my local butcher won’t trade tummy rubs with me for my bones.

PRODUCTS

My collars are designed and sized specifically with comfort in mind. 

It was of paramount importance to me to ensure that my collar is available in a suitable size that will complement the proportions of your best friend, may they be big or small. 

As a result, I offer the widest range of collar sizes on the market. 

Now, I’ve got to be honest... I've done a lot of digging in my time (whoops) and always hit the same snag. The answer to this question usually presents itself as a table full of seemingly irrelevant numbers and confusing overlapping sizes ranges! It's enough to send you barking mad! 

Choosing which size to order should be a walk in the park!

So I have developed a sizing system that makes it clear exactly which size is correct for your dog. Your dog's neck size will never border between two sizes, and my collar size calculator will tell you exactly what size collar to order for your dog, so you won't ever be left guessing which size to order. 

Plus, each size is designed with your dog's proportions in mind, so you can rest assured the size selected will both be comfortable and look great!

That's a question you'll never have to ask yourself here at THE HOUND. 

I've done a lot of digging in my time (whoops) and always hit the same snag.  Burried in a table full of seemingly irrelevant numbers are a bunch of confusing overlapping sizes ranges! It's enough to send you barking mad! 

Choosing which size to order should be a walk in the park!

So I have developed a sizing system that makes it clear exactly which size is correct for your dog. Your dog's neck size will never border between two sizes, and my collar size calculator will tell you exactly what size collar to order for your dog, so you won't ever be left guessing which size to order. 

Plus, each size is designed with your dog's proportions in mind, so you can rest assured the size selected will both be comfortable and look great!

My leashes are designed and sized, specifically with comfort in mind. As a result, the classic leash has been purposefully crafted in two sizes to complement the proportions of your best friend perfectly, no matter if they are big or small. 

It is, therefore, recommended you choose the XXS-S classic leash if your dog's collar size is  XXS, XS or S, and the M-XL classic leash if your dog's collar size is M, L, or XL. For assistance with achieving a proper fit, please read my measuring instructions and make use of my collar size calculator.

Genuine nappa leather is a luxury full-grain leather, of the highest quality, world-renowned for its characteristic buttery softness. This special leather is made from the topmost layer of cowhide. 

PAWesome question!

I thought you might ask that. So here is something I prepared earlier to enable you to enjoy your The Hound product for a long time - I've made both a leather conditioner and leather cleaner that are perfect for the job, be sure to grab them with your order.

Plus I created for you a totally comprehensive leather care guide! You'll certainly want to check it out - I'm pretty sure you'll dig it!

My products are the result of extensive research, resulting in the fine details synonymous with high quality luxury. Leather has natural colour and grain variations unique to each hide. Slight variations in leathers are wntirely normal for the type of naturalYou may notice these slight variations. They are part of what makes your item special.

We have tried to ensure the colours of all the items on the website reflect the true colours of the physical product; however, we cannot guarantee your monitor will reflect this.

DISPATCH

I know you already have your sights set on that postman! 

So, as long as your order is placed before 11 am,  I'll do whatever it takes to make sure it's on its way to you the same business day! 

Yes! Even for personalised items which require extra love and care. My best Labracadabrador will work its magic, and this "Houndini" will make sure you order flys out the door.

Note: during peak periods there may be a delay, however, I promise I'm a good boy so I’ll be sure to let you know upfront and I’ll always endeavor to dispatch your order ASAP.

SHIPPING

Woohoo! You live nearby - within a bones throw.

Standard shipping is FREE Australia wide on all orders over $50.

However, if you only need to make a small purchase I can offer you a juicy flat rate shipping fee of $10 (AUD) for standard postage within the land of OZ. 

If you need your order in a hurry?

On all orders over $50, you can upgrade to EXPRESS postage for just $10 Australia wide.

And, if you need your small purchase quick smart you can upgrade to EXPRESS postage for just $15 Australia wide.

Australia Post is our shipping partner for standard and express shipping services Australia wide and their advised shipping time frames after dispatch can be found below.

STANDARD SHIPPING - INCLUDED FREE FOR ORDERS OVER $50

The advised shipping times after dispatch for customers located in major cities and metro area’s can be found below:

Melbourne: 2 business days (for regional VIC 3-4 business days)

Sydney: 3 business days (for regional NSW 5-6 business days)

Brisbane: 3-4 business days (for regional QLD 7-8 business days)

Adelaide: 2-3 business days (for regional SA 6-7 business days)

Hobart: 3-4 business days (for regional TAS 6 business days)

Darwin: 4-6 business days (for regional NT 10+ business days)

Perth: 4-5 business days (for regional WA 8-9 business days) 

EXPRESS SHIPPING

On all orders over $50, you can upgrade to EXPRESS postage for just $10 Australia wide.

And, if you need your small purchase quick smart you can upgrade to EXPRESS postage for just $15 Australia wide.

PAWfect for those times when you need your order in a hurry!

The advised express shipping times after dispatch for customers located in major cities and metro area’s can be found below:

Melbourne: 1 business day (for regional VIC 2 business days) 

Sydney: 1-2 business days (for regional NSW 3 business days) 

Brisbane: 1-2 business days (for regional QLD 4 business days)

Adelaide: 1-2 business days (for regional SA 4 business days)

Hobart: 1-2 business days (for regional TAS 3 business days)

Darwin: 3-4 business days (for regional NT 10+ business days)

Perth: 1-2 business days (for regional WA 4 business days)

International Shipping:

Not located in Australia and need your order in a hurry?

Fixed price EXPRESS international standard shipping rates are available for:

New Zealand - AUD$15

All other international orders over $50 recieve access to discounted international shipping rates, offered exclusively through DHL's Express Worldwide Service, which is both very fast and highly secure. You can find the advised rate for delivery to your country at checkout.

International purchases that are subjected to duties and taxes will be the responsibility of the customer.

Australia Post is our shipping partner for standard and express shipping services internationally and their advised shipping time frames after dispatch can be found below.

STANDARD INTERNATIONAL SHIPPING - 

The advised shipping times after dispatch for customers located overseas in major cities and metropolitan areas of major cities is estimated delivery times of 3 to 10 business days. This timeframe however, excludes time in customs if applicable and may be subject to delay due to causes outside of Australia Post's control.

EXPRESS INTERNATIONAL SHIPPING - 

The advised shipping times after dispatch for customers located overseas in major cities and metropolitan areas of major cities is estimated delivery times of 4 business days. However a delivery can take up to 10 business days depending on the country in which you're located. In both cases the advised timeframe excludes time in customs if applicable and may be subject to delay due to causes outside of Australia Post's control.

You can sniff out your order at any time, use the tracking code provided to your email once your purchase has been dispatched.

WARRANTY, EXCHANGES AND RETURNS

Standard policy

No-hassle returns accepted within 7 days of delivery.

Returns will be issued with an exchange or a store credit for the value of the item being returned. Except in the event of a product is deemed to be faulty in which case you’ll also be offered the option of a full refund. If you wish to return an item or if you consider your item to be faulty, please complete the form and my customer service team will be in contact within two business days to arrange for its return.

Customised product policy

We do not accept returns for customised products. You can rest assured all customised products are rigorously checked for faults prior to shipment.

Limited release returns policy

Each limited release is numbered and unable to be returned, except in the event of a product fault.

Has your itch not been scratched?

Get in contact with me here. One of my customer service hounds will be in touch with you shortly.

Size Guide
Classic Collar Size Guide

My collars are designed and sized specifically with comfort in mind. 

It was of paramount importance to me to ensure that my collar is available in a suitable size that will complement the proportions of your best friend, may they be big or small. As a result, I offer the widest range of collar sizes on the market. 

I have developed a sizing system that makes it clear exactly which size is correct for your dog. Your dog's neck size will never border between two sizes and my collar size calculator will tell you exactly what size collar to order for your dog, so you won't ever be left guessing which to choose.


To measure correctly:

1. Place a measuring tape comfortably around your dog’s neck as shown in (A).
Note: use the base of your dog's jaw as the marker for the correct place to take your measurement. This will ensure the collar you order is not too large.

2. Record the measurement in cm.

3. Enter your dog's neck measurement below and the collar size calculator will determine the correct collar size for your dog.

NOTE:  you must enter the actual measurement in cm of the base of your dog’s neck, there is no need to place two fingers between the tape and neck when taking the measurement, the correct extra space to ensure a comfortable fit has already been accounted for in the sizing. For fluffier breeds, be sure to measure slightly under the coat, I want to make sure its a snug fit so your dog does not slip out of the collar.


Collar Size Calculator:
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