SHIPPING & RETURNS
How much does shipping cost?
Delivery charges vary depending on the size and weight of your order and your chosen delivery address.
For an accurate delivery quote: place the items you wish to order in your shopping cart, proceed to the checkout to receive your delivery cost.
Simply enter the postcode or suburb of your shipping address and select the relevant location from the dropdown list that appears and click the ‘Go’ button. The shipping cost calculator will display the total cost for delivery to your selected postcode or suburb.
Your final shipping charges will be displayed in your checkout page before you proceed to payment so that you know exactly how much shipping will be. All prices are in Australian Dollars (unless you have used the Currency Converter to switch to your home currency), and freight costs are payable in addition to the product price.
DELIVERY INSTRUCTIONS AND TIME FRAMES
Gear 4 Greys Inc. offers a reliable and affordable delivery service to all metro and regional locations within Australia. We ship internationally to N.Z, UK, Canada, U.S.A., Hong Kong **Please note our site pricing is in AUD unless you utilise the Currency Converter to switch to your home currency**
Please note that our couriers do not usually operate on weekends or public holidays. Please be prepared for slight delays to your delivery around Christmas, Easter, public holidays and other peak delivery times (e.g. Mother's Day)
HOW WILL MY ORDER BY SHIPPED?
Gear 4 Greys Inc. use courier services and Australia Post to ship your order. As with most delivery services, the couriers that will deliver your order do not have a standard or set time of the day that goods are delivered. Your order will usually be delivered on Weekdays only (Monday to Friday) and generally only during business hours 8am-6pm, unless the carriers choose to extend their hours for any reason. During your checkout process you can leave special delivery instructions in the comment box if you have any special requests. Please note: not all requests will be able to be accommodated, however we will attempt to ensure we provide the best service we can.
Do I need to be home to receive my delivery?
If you are not home when the courier attempts to deliver your order they will typically leave a note or calling card. This calling card usually contains the details needed to contact the courier to arrange a suitable re-delivery date. The courier will attempt to deliver your order two times however if for any reason you do not contact them and/ or they are unable to contact you, the delivery may be returned to us. If returned, we will contact you and either arrange another delivery (at an additional cost to you), or we will arrange a refund of the order value less any incurred delivery costs.
Gear 4 Greys Inc. online orders will take from 2 - 8 business days to arrive, depending on destination and shipping method. Metro orders are usually received within five working days and up to eight days for regional and remote areas. Delivery times may be subject to unforeseen delays (for example localised lockdowns affecting the handling of freight) or by Public Holidays, as such receipt of orders may be extended by up to 21 days in exceptional circumstances.
Gear 4 Greys Inc. will notify you when your order has been dispatched, and supply a tracking number to enable you to track the progress of your delivery.
What happens if my order does not arrive in the estimated time frame or I have any concerns?
Please contact us via email firstname.lastname@example.org. We'll always be happy to help in any way we can.
RETURN & EXCHANGE POLICY
Repair, Replacement & Refund Policy
Gear 4 Greys Inc. exists through our passion for Greyhounds. Our store is run by volunteers and located in country Victoria, Australia. We are a charity, which means every dollar in profit we make is donated to charities dedicated to the rescue, care and rehoming of Greyhounds. We know Greyhounds love to be spoilt and and we want to help you do just that. We make every effort to ensure that we carry a good range of products sourced and manufactured from within Australia and overseas to meet your every need. Many of our coats are locally hand sewn.
Standard orders will take between 2 - 8 business days to arrive, depending on your destination and shipping method.
This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from Gear 4 Greys Inc. is found to be defective, or it does not meet your needs, Gear 4 Greys Inc. will happily repair or replace the product, or offer you a refund.
This Policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law (see below), because your satisfaction is very important to us.
What is the Gear 4 Greys Inc. change of mind policy?
If you change your mind about a product you have purchased from us, you can return that product to us within 14 days of receipt and we will happily refund the original purchase price of that product; provided the product and packaging is in its original condition and the product is re-saleable. Any gifts or bonus offers provided with the product must also be returned.
Some exceptions apply, for example:
any product that has been personalised, (e.g. your greyhounds name on a product) will not be accepted as a return simply because you have changed your mind. We do not consider those products to be in their original condition and/or re-saleable given their personalisation.
any pet grooming accessories that have been used or appear to have been used will not be accepted as a return due to change of mind, because we do not consider those products to be in their original condition and/or re-saleable given potential health and hygiene risks if the products were to be re-sold.
any product with obvious wear or soiling cannot be re-sold.
See below for more information regarding online returns and delivery charges.
What is Gear 4 Grey's delivery refund policy?
If you bought the product online, and the product is defective or damaged in transit, please return the product within 14 days of receipt and (provided we agree that the product is damaged or defective as outlined below) we will refund your original delivery charge or cover the costs of delivering any replacement product to you. We will not, however, refund delivery charges if the product is returned simply because you have changed your mind or the product is unwanted.
Faulty or defective products
If you receive a faulty product from us (including, if a product is defective or damaged in transit on delivery to you) return it to us within 14 days of receipt and we will inspect the product and if we agree that the product is faulty and the fault is unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product.
If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price (and delivery price, if any). If however, you return the product more than 14 days after receipt or you do not agree to the replacement or refund referred to immediately above, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement, repair, credit or refund. In many situations, this will be a simple assessment by our customer service team. For example: if the product was wrongly described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can usually assess it immediately upon receipt.
Sometimes it may be dangerous or may not be possible to assess the product immediately due to the nature of the product (for example, if it is an electrical item). In these circumstances, we may send the product to the manufacturer or their repair agent to determine the issue and its resolution. Whilst we always do our best to provide you with a timely resolution, depending on the product please be aware it may take six weeks or more to complete the process due to the number of parties involved.
When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.
As part of any assessment, we look at the following:
(1) If there is a minor fault:
Where the product has experienced a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable timeframe. Gear 4 Greys Inc. and/or the manufacturer can instead decide to replace the product or refund the purchase price.
(2) If there is a major fault:
Where the product has experienced a major fault, you may choose to receive a refund, replacement, credit or repair.
(3) If the product has been damaged through abnormal use:
Unfortunately, neither Gear 4 Greys Inc. nor the manufacturer can offer a refund or replacement where the product has sustained damage due to abnormal use as identified by Gear 4 Greys Inc., the manufacturer or their agent. If repair is possible, it would be at your direction and cost.
How do I return a product?
Please email email@example.com with: your name, contact details including your phone number and invoice number. We will contact you to advise how to best return the product.
Any cost incurred by you in returning the product to Gear 4 Greys Inc. will be borne by you.
Do I need to show receipts to return or refund a product?
For us to process a return or refund, we will require proof of purchase.
The tax invoice or shipping order you received with your purchase;
A printed copy of the order confirmation email that you received when placing your order online; or
Another acceptable proof of purchase.
If you are returning a product via courier, send an email to firstname.lastname@example.org for processing and include:
Your name, contact details, invoice number and description of the product being returned
Include proof of purchase in the courier package.
Refunds will be provided in the same form as your original payment.
What are my rights under the Australian Consumer law?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, Gear 4 Greys Inc. is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to Gear 4 Greys Inc. will be borne by you.
Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Gear 4 Greys Inc. adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.