Ordering, Payment & Delivery Information
On this page:
- How to Order
- Payment options
- Mail orders & Delivery
- Delivery time
- Exchanges & Refunds
- Repairs
- Prices
Please note that we do not accept phone orders. Any contact regarding your order will be by email only.
Ordering Options
You can order from us by any one of the following ordering options:
-
EMAIL your order to: orders@windchill.com.au (preferred)
- either email the completed order form as an attachment or include all necessary details in the body of the email message. -
MAIL your order form with payment to: Windchill Dog Gear, PO Box 41, Hurstbridge VIC 3099
Sorry, we do not accept phone orders -
orders will not be processed unless received in writing.
Download Order Form in PDF Format
Download Order Form in MS Word Format
If ordering a fitted sledding or weight-pull harness you will also need to complete the Weight-Pull or Sledding harness measurement form and enclose it with your order, or email us with your measurements if ordering online.
Download Harness Measurement Form in PDF Format
Download Harness Measurement Form in MS Word Format
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To make payment via PayPal:
Note: The payment confirmation will be in the name of Koch Industries Pty Ltd |
|
| Credit Card | We accept
Visa and MasterCard. You are welcome to phone, fax or email your credit card details to us, or use PayPal to pay by credit card. Note: Credit card payments are normally processed when we either commence manufacture of custom items or are ready to dispatch stock items. If you require your payment to be deducted immediately upon ordering, please let us know. |
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| Direct Deposit | Please email or phone us for our account details. | |
| Cheque or Money order | Please
make payable to " WINDCHILL" and mail to: Windchill Dog Gear, PO Box 41, Hurstbridge VIC: 3099 |
Please include postage costs
in your order and fax, mail or email your order to us.
Please note that orders will only be
processed after confirmation of payment. Please do not send
cash.
If paying by credit or debit card, please ensure there are
sufficient funds available prior to ordering.
We do not accept phone orders.
Australia-wide delivery:
For mail orders within Australia postage & Handling charges* are as follows:
| Product total: | Standard Delivery | Express Post |
| Up to $15.00: | $7.00 | $12.00 |
| $15.00 - $30.00: | $9.00 | $12.00 |
| $30.00 - $80.00: | $12.00 | $15.50 |
| $80.00 - $150.00: | $15.50 | $19.50 |
| Over $150.00: | $18.50 | $25.50 |
|
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Overseas delivery:
Please phone (613) 9714 8540 or email sales@windchill.com.au for a quote on postage costs outside Australia.
* PLEASE NOTE:
-
Delivery costs depend on the volume of the items ordered and may be less than indicated above - you are welcome to phone or email for a quote on delivery charges.
-
Bulky items may require additional postage charges.
Please email or phone us if you have any queries about delivery fees or for an exact quote on postage costs for your order.
Please allow 1 to 2 weeks delivery on items which are in stock, however most items are made upon receipt of order and customers should allow up to 2-4 weeks delivery depending on the item (large items such as scooters may take longer).
Please note that we are a small family business with a focus on quality and not quantity. We make all the products ourselves, do not import cheap, mass-produced products from overseas and, to keep costs down, we do not employ staff.
We try to process orders as quickly as possible, however at busy times of year longer delays are sometimes unavoidable. Actual delivery time will depend on availability of stock, size of order and whether you order on or off-peak (we are at our busiest between March and September). Please allow extra time for personalised items (such as name-tags), large orders or customised products.
We hope that our customers find the quality of our products worth the wait. You are welcome to email us for an estimate of delivery time.
Please let us know if you need your items urgently and we will do our best to meet your deadline.
If you are unsatisfied with the fit* of your harness, please return
it within 30 days with details of the alterations that need to be
made and a payment of $8.50* for return postage of a replacement
harness.
NOTE: If we have sent you the wrong size or have given you incorrect sizing advice, we will refund your return postage costs.
If you are not satisfied with any item for any reason, please notify us of the problem and return the item within 14 days for an exchange or refund - the following conditions apply:
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Items must be returned in original condition. If items returned for refund are not deemed to be in original condition, the refund amount may be reduced accordingly.
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A re-stocking fee of 10% for standard stock items, or 20% for custom-made items, may be incurred.
Our products are guaranteed against manufacturing or material faults - products displaying such faults upon receipt should be returned within 30 days of receipt for an exchange or refund.
Products are not guaranteed against wear through the natural course of usage, if products are used inappropriately, are not maintained correctly or if chewed by your dog!
*Please also note:
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If incorrect fit is our fault, the harness will be replaced at no additional cost to the customer.
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If goods are faulty or not as you specified, they will be replaced at no additional cost to the customer.
Items refurned for exchange, alteration or refund must be clean - if the item has been used, please wash before returning. If not clean, an additional fee for washing may be charged.
Equipment can wear over time or be subjected to some external forces (such as chewing) that can make it unsafe to continue using. If the product is otherwise in reasonable condition, you may like to consider having it repaired rather than buying a new one.
In many cases we can repair equipment at a cost that is less than purchasing a new product. We will price the repair according to the degree of damage and the postage costs to return the item to you.
If the repair is required due to a fault in manufacture or materials the repair will be done at no cost to the customer (see above "Exchanges & Refunds" for details).
As an indication of our pricing for repairs, a single tear in the webbing of a lead or harness will be $5.00 to sew a webbing patch over the tear. The price will increase for each area requiring repair or if the repair is more complex, and will also depend on what materials or components need to be replaced.
If you are returning an item for repair please ensure it is washed and clean or an additional fee will apply - we cannot work with dirty products!
The webbing we use is industrial polyester and extremely strong - it will not break if used as intended and if it has not already compromised by wear, a nick, chewing or other damage to the webbing. A dog pulling on the webbing cannot "snap" it, so if the webbing fails it will be due to some previous chewing or other damage.
Here are some typical examples of chewed webbing:
Please check your equipment regularly and if it is showing any sign
of wear or damage, please get it repaired or replaced before the
equipment fails completely.
All prices are in Australian dollars (GST is included in advertised price).
For a full list of products and prices please download our Price List.