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
Try the toys for 30 nights. If your Oodle doesn't love them — or if anything isn't right for any reason — reach out and we'll guide you through it. Your satisfaction is our priority.
The Guarantee covers the first 30 nights from the date of delivery. To be eligible, email us at admin@theoodleclub.com.au with your order number and a brief description of what's not right. We look at every situation individually and work out the right outcome with you — usually a size swap, a different toy, or store credit.
Returns & Refunds
We have a 30-day return policy, which means you have 30 days from the date of delivery to request a return on an unused item. (If your Oodle has already used the toy and it's simply not the right fit, that's covered by the 30-Night Happiness Guarantee above.)
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.
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.
Email us →
