Frequently Asked Questions

Shipping & Delivery

How long does shipping take? Australian orders typically arrive within 7–14 business days. International orders take 10–20 business days depending on your location. You'll get tracking as soon as your order ships.

Do you offer express shipping? Not currently but we are working with couriers to provide this, we will provide details when finalised. 

Do you ship internationally? Yes, worldwide. Every country. All dogs deserve the same love, no matter where they are.

How do I track my order? Tracking details go out via email within 2–5 business days of your order. If it's been a week and you haven't seen anything, email us.

Returns & Refunds

What is your return policy? 30 day returns accepted, if unused and in original condition. If you're not happy with your purchase, email houstonandhound@outlook.com and we'll sort it out.

What if my order arrives damaged? Email us with a photo. We'll resolve it at no cost — no return required.

Products

Are your products safe for all dogs? Size and breed guidance is on every product page. If you're not sure which size to pick, message us — we'd rather help you choose than have you return it.

Are the products tested? Every product in the shop is one we use ourselves or would give a friend. Some of them Houston has used personally — those carry a "Houston's Picks" badge on the product page. The rest haven't been tested by Houston specifically, but they've all cleared our own filter before we added them.

Why don't you say BPA-free, vet-recommended, or calming on your product pages? Because we can't verify those claims ourselves, and we've decided not to say things we can't back up. More on that on our What We Stand For page.

Payments & Pricing

What currency are prices shown in? All prices in Australian Dollars (AUD). Your payment provider converts to your local currency at checkout.

What payment methods do you accept? All major credit cards, PayPal, Apple Pay, Google Pay, and Afterpay.

Still need help?

Email houstonandhound@outlook.com — we usually reply within a day.