Shipping & Returns Policy
Straight answers on delivery, the 30-Night Happiness Guarantee, and how returns and exchanges work. No hoops, no fine print tricks.
Last updated: July 2026
Shipping
All orders are dispatched from our Melbourne warehouse within 1–2 business days of order confirmation. You'll receive a tracking link by email once your order ships.
| Order value | AU delivery | Shipping cost |
|---|---|---|
| Under $75 | 2–8 business days | $12.95 flat rate |
| $75 and over | 2–8 business days | FREEAuto-applied |
| All bundles (Little, Big, Pawfect) | 2–8 business days | FREEAlways |
| International | Varies by destination | Email us for a quote |
Free shipping is applied automatically at checkout — no code needed. Metro areas are typically at the faster end of the delivery window; regional addresses may take longer.
International orders
Yes, we can ship outside Australia. International rates vary by country and parcel weight, so we quote them individually. Email us at admin@theoodleclub.com.au with what you'd like and your delivery address, and we'll send you a shipping quote before you order.
Changes to your order & wrong address
Need to update your delivery address or change an item? Email us at admin@theoodleclub.com.au as soon as possible with your order number. We can usually make changes within 2 hours of you placing your order — after that it may already be in processing, and once it's with the carrier we can't redirect it. Please double-check your address at checkout: if a parcel is returned to us because of an incorrect address, we'll refund the order minus the original postage and you're welcome to reorder.
Tracking
You'll receive a tracking number by email within 48 hours of dispatch. If you haven't received one, check your spam folder first, then email us with your order number and we'll follow it up.
Pre-order items
If your order includes a pre-order item, the entire order will be held and shipped together once the pre-order item is available. If you need in-stock items sooner, we recommend placing two separate orders.
The 30-Night Happiness Guarantee
Guarantee
Shop with confidence
We want you and your Oodle to feel confident trying a toy designed for the way they actually play. Try your Oodle Club toy for 30 nights from the date it's delivered — if the size doesn't feel right, your Oodle doesn't engage with it, or you believe something's wrong, contact us and we'll help find the most appropriate solution. We're confident that once your Oodle gets their paws on it, they won't want to let go. Shop with confidence — we've got you covered. Your satisfaction is our priority.
Depending on the circumstances, this may include help choosing or using the toy, an exchange for a more appropriate size or product, a replacement, store credit, or a refund. Every Oodle plays differently, and no dog toy is indestructible — this guarantee is designed to let you try the product with confidence, not to promise that a toy cannot be worn or damaged.
What the guarantee covers
Your Oodle doesn't engage with the toy
Sometimes a toy simply isn't the right match. Contact us within 30 nights of delivery — we may first suggest some simple introduction or play tips. If it's still not working out, we can arrange an appropriate exchange, store credit or refund. This doesn't mean your Oodle has to play with it constantly — it applies when the toy genuinely isn't a suitable match after a fair opportunity to introduce it.
The size doesn't feel right
Followed our size guidance but the toy still doesn't look appropriate for your Oodle's mouth or play style? Contact us before continuing to use it. We'll help work out whether another size or product would suit better, and can arrange a one-time size exchange under this guarantee. For safety and hygiene, please stop using a toy once you believe the size is unsuitable.
Something appears wrong with the product
Spotted a possible manufacturing or material fault? Stop using the product and email us with your order number and clear photos or a video. We'll assess and provide an appropriate remedy — and your rights for faulty products aren't limited to 30 nights; they continue under the Australian Consumer Law.
Unexpectedly early damage
Our toys are designed for durable Oodle play, but durability depends on the individual dog, the product, how it's used and whether it's the right size. If a toy shows unexpectedly early damage during its intended type of play, contact us within 30 nights — we'll review the product, your Oodle's approximate size and play style, how it was used, and the nature of the damage, then recommend the most appropriate resolution.
To make a claim, email admin@theoodleclub.com.au with:
- your order number
- the product involved
- a short explanation of what happened
- clear photos or a short video, where relevant
What isn't covered by the voluntary guarantee
The 30-Night Happiness Guarantee doesn't promise that a dog toy is indestructible. It doesn't ordinarily cover:
- expected surface marks or ordinary wear from regular play
- damage caused by using a toy for a play type it wasn't designed for
- continued use after damage became visible
- deliberate cutting, alteration or other non-dog damage
- loss or theft
- damage caused by selecting a clearly unsuitable size against the published sizing guidance
- rope damage on Tug & Tumble caused by leaving it out for unattended or solo chewing
- damage caused by a dog known to shred and swallow rope fibres
- products purchased from an unauthorised seller
- repeated claims that indicate the product is unsuitable for the dog's individual play style
These limitations apply only to the voluntary 30-Night Happiness Guarantee. They don't exclude any rights that can't legally be excluded under the Australian Consumer Law.
A note about Tug & Tumble
Tug & Tumble is designed for supervised, owner-led tugging, carrying, chasing and interactive play. It's not a solo chewing toy and should be put away when the game is finished. Inspect the rubber and cotton rope before and after every play session.
Rope damage resulting from unattended chewing, deliberate rope shredding, or continued use after fraying becomes visible isn't ordinarily covered by the voluntary 30-Night Happiness Guarantee. If the product appears to have a manufacturing fault, contact us — your Australian Consumer Law rights continue to apply.
Trying a product under this guarantee is different from a change-of-mind return — see Returns & Refunds below for that process.
Your 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 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.
The 30-Night Happiness Guarantee is provided in addition to these rights. This voluntary 30-night period is not the expiry of your statutory rights — your Australian Consumer Law rights may continue well beyond it.
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Email: admin@theoodleclub.com.au
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Customers are responsible for return postage on approved guarantee claims unless the product is confirmed faulty, in which case we cover it. We aim to assess every claim within one business day of receiving your photos or video.
Changed Your Mind? Returns & Refunds
We accept change-of-mind returns requested within 30 days of delivery, provided the item is unused. For hygiene and safety reasons, a used dog toy can't be returned solely because you've changed your mind — a product tried under the 30-Night Happiness Guarantee above is instead assessed under that guarantee.
What's eligible for return
ReturnableTo be eligible for a change-of-mind return and refund, your item must be:
- Unused, unchewed, and undamaged
- In its original condition, with packaging intact where possible
- Accompanied by proof of purchase (order number or confirmation email)
- Returned within 30 days of delivery
Returns must be approved before you send anything back — items returned without prior approval won't be accepted. Email us first and we'll confirm the return address and next steps.
What's not eligible for return
Not returnable- Items that have been used, chewed, or show signs of play
- Items damaged by chewing, digging, or misuse
- Items returned without prior approval
- Gift cards
- Free gifts and promotional add-ons
- Sale items (unless faulty)
How to start a return
Email us first
Send your order number and reason for return to admin@theoodleclub.com.au. Do not send items back before hearing from us — returns without prior approval won't be accepted.
We'll assess and respond
We aim to reply within one business day. If your return is approved, we'll send you the return address and instructions.
Send the item back at your cost
Return postage is arranged and paid by the customer. We recommend using a tracked service — we can't be responsible for items lost in transit on the way back to us. Original shipping charges are not refundable unless required by law.
Refund processed on receipt
Once we receive and inspect the item, we'll email you to confirm and process your refund to the original payment method. Allow 5–10 business days for the refund to appear, depending on your bank or card provider.
Exchanges
The fastest way to ensure you receive your preferred item is to return the eligible item and request a swap.
To request an exchange
Contact firstEmail admin@theoodleclub.com.au with your order number and what you'd like to swap. Exchanges can only be processed once we receive:
- A tracking number for your return shipment
- A photo of the postage receipt
- A clear photo of the item being returned
Once all three are provided and the return is approved, we'll arrange the exchange accordingly. Items must meet the same return eligibility criteria above.
Damaged or Faulty Items
Manufacturing fault or arrived damaged
Always coveredIf your order arrives damaged in transit, or if a toy develops a genuine manufacturing fault under normal use, email us immediately with:
- Your order number
- A clear photo of the damage or fault
- A brief description of what happened
We'll assess your claim and, where confirmed, send a replacement at no cost to you. You generally won't need to return the faulty item, though we may occasionally ask for it.
This sits alongside your statutory rights under the Australian Consumer Law for goods not of acceptable quality.
Our right to refuse
The Oodle Club reserves the right to refuse a return or exchange for any item that does not meet the eligibility requirements above. We'll always let you know why.
Nothing in this policy limits your rights under the Australian Consumer Law.
Still got questions?
Email us at admin@theoodleclub.com.au — we aim to reply within one business day. Include your order number in the subject line and we'll get to it faster.
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