Shipping and returns
Shipping & Returns Policy
SHIPPING
Shipping Costs
We offer a flat-rate shipping charge of $13 Australia-wide.
Orders over $300 qualify for free standard shipping.
Orders are generally dispatched within a few business days and are usually sent via Australia Post. We use Australia Post because, as much as we all like to bag them, they are generally the most reliable option for getting parcels to remote areas.
For bulky or particularly large orders, we may use another courier at our discretion.
If you’re in a hurry, please contact us before ordering. If we can get your order out sooner or offer an express option, we’ll do our best to help. We’re pretty good like that.
Dispatch Times
Most in-stock orders are dispatched within a few business days.
Occasionally Desert Dog may be away from the factory, at a truck show, or somewhere with limited internet access. This may mean your order takes a little longer to leave us. If there is going to be a significant delay, we’ll let you know.
Once your order has been handed to the postal or courier service, delivery times are outside our control. We can provide tracking information where available, but we cannot guarantee a particular delivery date.
Customisation & Special Orders
If your order requires customisation or is a special order, it may take longer to dispatch.
As a guide, customised and special-order items generally take approximately 1–3 weeks before dispatch. If we expect a longer delay, we’ll let you know.
Customisation may include adding a truck-brand patch or other requested alterations.
Special orders may include requesting a colour or variation that we don’t currently have in stock.
If you need an item by a particular date, please contact us before placing your order so we can let you know whether we can meet your deadline.
Local Pickup or Delivery
We do not offer free local pickup or delivery as a standard checkout option.
If you’re in the Crows Nest Qld or Sandgate Qld areas, you’re welcome to contact us at desertdog@outlook.com.au before placing your order to see whether pickup or local delivery can be arranged.
This is subject to our availability and is not guaranteed.
Please do not select an alternative shipping option at checkout expecting it to be converted to local pickup or delivery without first contacting us.
RETURN TO SENDER
Please take care when entering your delivery address at checkout. Typos, missing information and incorrect addresses can result in your parcel being returned to us.
If your parcel is returned to Desert Dog because it was undeliverable due to an incorrect or insufficient address, or because it was not collected from the post office, we will contact you to arrange re-delivery.
We will cover the original return-to-sender charge where applicable. However, the cost of sending the parcel again will be payable by the customer.
If we do not receive a response within 30 days of the parcel being returned to us, we may treat the order as abandoned.
If an order is abandoned, we will refund the product purchase price less any return-to-sender costs incurred by Desert Dog and any applicable restocking costs. Original shipping charges are not refundable where the order was correctly dispatched.
RETURNS & EXCHANGES
Change of Mind
We understand that sometimes you order something and then realise it’s not quite what you wanted.
For change-of-mind returns, Desert Dog will accept eligible returns within 21 days of purchase, provided:
● the item is unused and in brand-new condition
● the item has not been washed, worn, altered or damaged
● the item is returned in its original packaging where applicable
● the item is not a customised or personalised product
● the item is not a special-order product that was made or sourced specifically for you.
Return postage is the responsibility of the customer.
Once we receive and inspect the returned item, we will issue a store credit for the value of the returned item, less a 10% restocking fee.
Original shipping charges are not refundable.
If an item is returned in a condition that means it cannot reasonably be resold as new, we may decline the change-of-mind return.
Customised & Personalised Items
Customised, personalised and specially made items are generally not eligible for change-of-mind returns, because they have been made specifically for you.
This does not affect your rights under the Australian Consumer Law if the product has a fault or otherwise does not meet the consumer guarantees.
FAULTY, DAMAGED OR INCORRECT ITEMS
We stand behind the quality of the products we make and sell.
If your item arrives damaged, is faulty, is not what you ordered, or develops a problem that you believe is due to a manufacturing fault, please contact us at desertdog@outlook.com.au as soon as reasonably possible.
Please include:
● your order number
● a description of the problem
● clear photographs where appropriate.
We may ask you to return the item so that we can inspect it and determine the appropriate remedy.
Depending on the nature and severity of the problem, the remedy may include a repair, replacement or refund, in accordance with your rights under the Australian Consumer Law.
We will not ask you to pay return postage for an item that is confirmed to have a fault covered by the Australian Consumer Law.
Please contact us before sending a faulty item back so we can provide the correct return instructions.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply regardless of any change-of-mind, warranty or returns policy stated above. (ACCC)
SALE ITEMS & SECONDS
Sale items are subject to the same Australian Consumer Law consumer guarantees as full-price products.
Where an item is sold as a second, clearance item or otherwise discounted because of a specific disclosed fault or imperfection, that disclosed issue will not generally be grounds for a return.
However, if the item has a different fault that was not disclosed at the time of sale, your Australian Consumer Law rights still apply.
Change-of-mind returns on sale, clearance and seconds items are not accepted unless otherwise stated on the product listing.
BEFORE RETURNING ANYTHING
Please contact us before sending any item back.
This allows us to make sure the return is handled correctly and helps prevent parcels being sent to the wrong place or without the information we need to identify the order.
If you have any questions about a return, exchange, fault or shipping issue, please contact us at:
desertdog@outlook.com.au
We’re a small Australian business and we make a lot of our products ourselves. If something has gone wrong, we’d much rather you talk to us and give us the opportunity to sort it out.