Our products are shipped from our partner warehouse in China, usually via YunExpress. Your parcel is handed to a local carrier in your country (for example Australia Post or USPS) for final delivery.
Orders are processed within 1-3 business days. Orders that include a custom engraved ID tag need an additional 2-5 business days for engraving. Custom tags may be shipped separately from the rest of your order, with their own tracking number.
Delivery times are estimates provided by our carriers and are not guaranteed. Delays caused by carriers, customs, weather or peak periods can occur. A delayed parcel is not considered lost.
You will receive a tracking number by email once your order is dispatched. You can track your order at collarspot.au/apps/track123. Tracking can take a few days to update after dispatch.
If your order has not arrived 10 business days after the end of the estimated delivery window, contact us at support@collarspot.au. We will open an investigation with the carrier. If the carrier confirms the parcel is lost, we will send a replacement or issue a refund.
If tracking shows your parcel as delivered, it is considered delivered. Please check with neighbours, building management and your local post office. If you still cannot find it, contact us within 7 days of the delivery date and we will help you lodge a claim with the carrier. We are unable to replace or refund parcels that tracking confirms were delivered to the address provided.
You are responsible for entering a correct and complete shipping address at checkout. Address changes can only be made before your order is dispatched. We are not responsible for orders delivered to an incorrect address provided at checkout.
International orders may be subject to import duties or taxes charged by the destination country. Where these are not collected at checkout, they are the customer's responsibility.
For returns, refunds and cancellations, see our Refund Policy and Cancellation Policy.
Email: support@collarspot.au
