Store Terms & Conditions

1. Orders

Any order placed with Pooches at Play using the online store website is an offer by you to purchase a particular product for the specified price (including the delivery, tax and other charges) at the time of the order and under these Terms and Conditions. Pooches at Play retains the right to reject your offer of purchase for any reason. These may include but will not be limited to the unavailability of any product, error in your order, or an error in the product description, error in price or purchasing items in a bulk quantity that Pooches at Play may deem to be intended for commercial on-sale. Pooches at Play will process your order within 2 business days of your order request.

2. Warranty

All products are covered by statutory warranties, namely we warrant the products we sell to you are free from defects in workmanship and materials; of merchantable quality; fit for the purpose for which they were made and will match the description contained in our online catalogue or any sample provided to you. All products will meet these statutory requirements for at least three months from the date of purchase unless the product is covered by an extended warranty.

Statutory and extended warranties (if applicable) will not apply where you have caused the products to become damaged.

Examples of occasions where the warranties and additional promises (if applicable) will not apply are:

  • Where you have mistreated or abused the products (whether intentionally or unintentionally); or
  • Damaged the products as a result of using them in a way they were not intended to be used.

We recommend that you refer to the online catalogue and packaging instructions for further information about the intended purpose for which a product was made.

We reserve the right to test or assess any product returned to us in order to determine whether a breach of warranty has occurred.

3. Shipping and Delivery

All our standard shipping is sent via Australia Post. Your order is expected to be delivered in 3-5^ business days within Metro areas. Regional destinations may take up to 7^ business days.

^Delivery times may vary depending on location, carrier and public holidays. Please note COVID restrictions have led to further delivery delays.

Shipping Destinations

Pooches at Play ships goods to all of mainland Australia and Tasmania; however at this time we do NOT accept international orders through our website. Please contact us via the Contact Us section on this website to enquire about a special order for deliveries outside of our specified areas.

4. Returning a Product for a Refund

We want you to be completely satisfied with every item that you purchase from Pooches at Play.  We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law (ACL).

When to return a product?

You are entitled to a refund, replacement or credit from Pooches at Play when an item purchased fails to meet one of the consumer guarantees as per the Australian Consumer Law (ACL), i.e. the product:

  • Is faulty or of unacceptable quality
  • Does not match the description or sample
  • Is unfit for the intended purpose (i.e. does not do what it is meant to do)
  • And proof or purchase must be provided (proof of purchase details are outlined above)

This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer, where relevant.

Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, or online purchase transaction history.

If one individual item out of a pack is damaged or faulty, we are happy to exchange the individual product, just send us an email and photo via Contact Us.

How do I return a faulty or damaged product purchased online?

Contact should be made via the Contact Us form on this website outlining your reason for the return and with a photo of any damaged product/products.  The damaged product must then be returned to us via post to PO Box 7338, Brighton, VIC 3186.  Please include your name, phone number, the name of the product in question and your reason for return (e.g. faulty item).

Who pays for the return of my purchase?

Pooches at Play will cover any associated delivery charges for the return of any products which fail to meet the consumer guarantees as per the Australian Consumer Law (see ‘When to return a product’ above), provided they are returned to us using the recommended shipping method which can be agreed by emailing us via the Contact Us page of this website. Any return delivery charges will be added to your refund amount once processed. We will pay for the delivery of any replacement item.

Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our PO Box. Pooches at Play cannot be responsible for any items damaged or lost during return transit.

How long will my exchange or refund take?

Please allow 21 business days for the return to be processed after your item arrives at our PO Box.  To assist with this process, please email us via the Contact Us form to advise of when your returned product has been posted so we can keep an eye out for it.

Change of mind policy

We want you to be happy and will accept returns within 7 days of delivery (all products must be unused and unopened). It’s important to note the original postage charges will be deducted from the refund amount and the return postage will not be refunded.

5. GST

The prices displayed on this website include 10% Goods and Services Tax (GST). The Pooches at Play website has been intended for use by Australian residents only.

6. Payment Security Policy

Where the option is given to you, you may make payment for the products or services by Credit Card payment using Paypal. In using the Website to purchase products or services you warrant that you have read, understood and agree to be bound by the Paypal terms and conditions which are available on their respective website.

You acknowledge and agree that where a request for the payment of the Services Fee is returned or denied, for whatever reason, by your financial institution or is unpaid by you for any other reason, then you are liable for any costs, including

All fees for products and services are in Australian Dollars (AUD).

7. Gift Card Terms & Conditions

    1. Making a purchase online with your Gift Card
      Add merchandise to your cart that you wish to purchase using that Gift Card. Proceed to checkout, enter your gift card barcode in the Coupon code field and click the Apply button. The transaction will be completed when the balance has reduced on your Gift Card. Any Remaining Gift Card Value at the completion of the transaction can be used at a later date for future purchases.
    2. Transactions are authorised by you via the following methods:
      1. entering your gift card barcode, agreeing to the Terms and Conditions and completing purchase.
        When you authorise a transaction:

        1. you are confirming that the transaction correctly represents the purchase price of the goods or services obtained; and
        2. you are agreeing to pay the amount of that transaction by the reduction of the Remaining Gift Card Value.
    3. Purchases exceeding the Remaining Gift Card Value
      Your Gift Card may only be used to make purchases up to the initial Gift Card value or the Remaining Gift Card Value. If you wish to make a purchase for an amount that exceeds the Gift Card value or the Remaining Gift Card Value, you must pay the excess using another payment method.
    4. Exchanging items purchased with a Gift Card
      Goods that are purchased solely, or in part with a Gift Card may be exchanged or returned subject to Pooches at Play’s exchange and returns policy.
    5. No cash advances
      Gift Cards are not legal tender, account cards, credit or debit cards or securities. You cannot obtain any cash advance with your Gift Card, redeem your Gift Card for cash or receive any portion of the Remaining Gift Card Value in cash.
    6. Checking your Gift Card balance and transaction history
      You will not be sent statements of transactions on a Gift Card. You can check your Gift Card balance at any time via the Pooches at Play store.
    7. Can I exchange my Gift Card?
      You cannot exchange your Gift Card for a different denomination or type of Gift Card or for another tender, cash or discount.
    8. Can I purchase a gift card using a gift card?
      Gift Cards cannot be used to purchase another gift card.


  1. Expiry, cancellation and re-issue of Gift Cards
    1. Expiry of Gift Cards
      Pooches at Play Gift Cards are subject to the standard Australian Consumer Law minimum expiry period of 3 years. This period begins from the date a gift card is sold.
    2. Cancellation and voiding of Gift Cards
      1. Gift Cards cannot be cancelled once they are issued except if voided by Pooches at Play, or if their value is used.
      2. We reserve the right to void any Gift Card that appears to have been altered or tampered with in any way and Pooches at Play may subject Gift Cards to a verification process.
      3. We reserve the right to correct the balance of your Gift Card if we believe that a clerical or accounting error has occurred.
  2. Lost or stolen Gift Cards
    Treat your Gift Card like cash. Lost or stolen Gift Cards will not be replaced or refunded. The bearer of the Gift Card will be taken to be the owner of the Gift Card.
  3. Your Gift Card, your responsibility
    You are responsible for the use and safety of your Gift Card. You are liable for all transactions on your Gift Card, except to the extent to which there has been fraud or negligence by us.

8. One on One Terms & Conditions

One-on-One sessions are booked with and run by Lara Shannon, a National Dog Trainers’ Federation (NDTF) certified Dog Trainer & Behaviourist.

Consult days and times are subject to the availability of Lara Shannon.

Upon purchase of your One-on-One session you will be contacted by Lara Shannon or her representative to book in a suitable time within 2 days of purchase.  Note that these sessions may be held out of hours and including weekends.

Information presented during the phone or Facetime consults are based on the background information provided by the purchaser and you accept that recommendations as to diagnosis, treatment and best standards of practice are constantly evolving in the dog training industry, and that opinions between professionals may differ from one another.

You agree that any advice, including advice provided by Lara Shannon, is limited in the absence of in-person assessment and you accept that Lara Shannon cannot be held liable for any damage or loss arising from your reliance on advice given during the consultation or derived by use of our Website.

9. Further information

Please refer to our Disclaimers and Privacy Policy for further information, or contact us with any questions via the Contact Us form on this website.

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