So you've made an order? Welcome to the Ruff N Roam family!

Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours. To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.

Once shipped orders are delivered within 7-10 business days depending on the shipping address.

As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow its journey.

Please note: All shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!

All orders include FREE and fast delivery Australia-wide, no matter how many products you order.

Once your order is picked and packed, the magical journey from our warehouse to your front door begins.  

All orders include FREE delivery Australia-wide. You can expect your order to arrive within 7-10 business days once dispatched.

Please note: Although the Couriers quote us these expected delivery times, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date. 

Yay, time to celebrate – your order is on its way! Once dispatched, we will send you a shipping confirmation email with the tracking link. This will take you directly to the couriers website so you can follow the live tracking updates!

Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).

If your order isn’t delivered within 21 days, please contact us and we can launch an investigation with the courier.

Please note: For any queries or issues related to your order, we recommend you first reach out to the courier directly.

Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 100-day risk free trial of our products, during which you can return them at any time.

However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:

1. Item(s) have to be initiated for return and placed in the post within 100 days of the delivery/receiving of order.

2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.

3. Item(s) must be in the original packaging, which must be in original condition.

This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 100 day return period for you to make that tough decision! Please refer to our returns policy for more information.

Sadly, we understand that sometimes our products are just not quite right for some people. You can certainly return anything you order from us for a full refund, provided it is returned within 100 days.

Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned in as new condition, with any tags and the original box.

Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.

We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your payment provider. If it takes any longer than this, we would recommend contacting your bank or payment provider directly.

Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Paypal, Google Pay, Apple Pay, Shop Pay as well as Afterpay.

We currently offer AfterPay as a Buy Now Pay Later payment alternative for our customers. Afterpay offer an interest-free 4 instalment payment plan for every purchase.

Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.

Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for.

Made your Ruff N Roam purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.

Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for.

Something not quite right with your order? Don’t worry, our team is ready to help. Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can identify and resolve the problem ASAP!

These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

You can contact us here or by emailing us at hi@ruffnroam.com.au. This also allows us to keep a record of your enquiry so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you.

At Ruff N Roam, we strive to be the best brand possible and appreciate any thoughts and hearing your thoughts. We also love hearing your Ruff N Roam stories, as it warms our hearts to see our products being used and loved by our customers and their beloved dogs. Should you have any feedback for us, please feel free to send it here or leave a review on our website.