Please send our Customer Service dog a message from our Contact page and we'll do our best to answer your question quick smart.

If you wish to exchange a product you may contact Customer Service via our Contact page. We will advise you how to make your exchange as easy as possible. Please note that delivery charges will only be reimbursed if Underwater Dogs™ Haircare is at fault; and this is the reason you are seeking an exchange. In all other circumstances, including change-of-mind exchanges, delivery charges will not be reimbursed. Please note: We cannot exchange a product if it has already been opened.

To arrange for a refund please contact Customer Service via our Contact page. We'll assist you with returning the item and providing you with a refund. The refund may take up to 10 business days. For more information please see our Refunds & Returns Policy.

Unfortunately UWDOGS will not accept bank or credit card statements as proof of purchase. However, if you have a registered account with us, having access to your purchase history means you will be able to retrieve your invoice details at any time. Please contact Customer Service via the Contact page if you require assistance.

If you have a copy of your Sales Invoice and have followed the product assessment procedure you will receive a refund as outlined in our policy. For more details, please refer to our Refunds & Returns Policy.

UWDOGS stands by its 100% Money Back Guarantee. For more information please read our Refunds & Returns Policy.

When your order is fulfilled you will receive Tracking details via email and/or SMS. You may Track your order at anytime. If you have not received your order and are concerned, please contact Customer Service via our Contact page. We'll help track your order with our couriers both nationally and/or internationally, and get straight back to you.

Yes, we are able to make deliveries to both Post Office Boxes & Parcel Lockers via the Australia Post shipping option at Checkout. 

Depending on where you live, your order will take between 3-10 days to reach you. This time frame depends on dispatch, the destination address, and at times environmental issues. If your delivery is taking longer than 10 days please contact Customer Service via our Contact page, and we'll track your delivery for you.

If you are not at home when the courier attempts to deliver your order and you have requested signatory delivery, they will leave a calling card. This calling card will contain the details needed for you to contact the courier service and arrange a suitable re-delivery date and time. If for any reason you do not contact them and/or they are unable to contact you, the delivery may be returned to us. If returned, we will contact you immediately. At your instruction we will either arrange another delivery or a refund of the order value less any incurred delivery costs. Please note: if a second delivery is requested by you, you will be responsible for any delivery costs incurred. 

Only one delivery address per order will be accepted, therefore if you wish to ship to multiple addresses you will need to create separate orders.
1. At point of purchase you will be required to select your nominated address for delivery.
2. Instructions to leave: You may request special delivery instructions at checkout. Please make a selection at this point in the purchase process. *Please note, that by doing so you take full responsibility should the order go missing after it has been delivered.
3. All orders are marked ATL unless express instructions are received.

If you are unable to complete an order online please contact Customer Service via our Contact page OR, you may call +61 412 855 250 for help over the phone. We would appreciate your understanding of time zones and or the time of day/night you attempt to call.

If you have not received your shipping confirmation within two working days please contact Customer Service via our Contact page. We will assist you in tracking your order.

For our Australian Customers. All product prices are shown in Australian dollars including a 10% Australian Goods & Services Tax (GST). International Customers. All International orders are shown excluding GST. Any Tax implications in your location remain the responsibility of the Customer. Please see our Term & Conditions Policy for further clarification.

We offer courier based shipping plus Australia Post services to both metro and regional NSW. All shipping costs are quoted via Shippit our third party shipping logistics company. Pricing is based on postcode, weight and cubic volume. Our custom postcode calculator at checkout quotes multiple shipping options of which you may choose whatever is suitable for you. Parcels are sent Australia-wide and Internationally.

Most orders will arrive within our postal guidelines, however a small percentage may take several days longer. We suggest waiting a few more days to allow for local delivery conditions, or please contact us if you have any concerns. Regardless, Underwater Dogs™ will make things right. We're here to help.

Australian Customers: All orders are sent by Australia Post, eParcel or courier, ensuring that your order can be traced. If no one is at home when Australia Post delivers, and your parcel is not marked ATL, you will receive an Australia Post 'calling card' explaining where and when to collect your parcel from your local Post Office.
International Customers: All orders are sent by International Courier Services via Shippit or AustPost ensuring that your order can be tracked from the moment it leaves us.

Australian Customers: Please allow 3-10 working days for delivery in Australia. However, most orders are delivered by Australia Post within 5 working days (excluding weekends and public holidays). Delivery to customers in WA and remote rural areas may take a few days longer. As with most delivery services, the couriers that deliver your order do not have a standard or set time of the day that goods are delivered. Your order will be delivered on weekdays only from Monday to Friday and generally only during business hours 8am-5pm. During your checkout process you will be asked to confirm any specific delivery instructions.
International Customers: New Zealand orders can expect delivery via Shippit courier systems or AustPost within 5-7 business days. All other Southern Hemisphere orders within 7-10 working days. Northern Hemisphere courier services may expect delivery within 7-21 business days.

UWDOGS endeavours to have all orders despatched within 48 hours. You will receive an email when your order has been fulfilled, and again when the courier has your parcel on board. Orders received on a Friday are dispatched on Monday.

To ensure the safety of your personal credit card details we use SHOPIFY SECURITY PAYMENT SYSTEMS as our designated Credit Card Payment Facility. For more information please see our Privacy Policy.

Yes! You can still make a purchase if you use a VISA or MASTERCARD Debit Card. Alternatively you may open a PayPal, ApplePay, or AfterPay Account

UWDOGS accepts payments by VISA, MASTERCARD, AMEX, PAYPAL, APPLEPAY & AFTERPAY. All credit card payments will be processed via SHOPIFY SECURITY PAYMENT SYSTEMS secure on-line payment services.

To update your account information:
1. Click My Account and sign into your account using your UWDOGS ID (email address) and Password
2. You will be directed to your Account dash board
3. Click Edit on any field you wish to change, i.e. Contact Information, Billing Address, Shipping Address, or add a new Canine Family Member
4. Update details and Save Changes

To purchase on-line you maybe asked to register with UWDOGS. Registering your details means you will enjoy the convenience of your membership details being online and your purchase history saved to your account. Added benefits also include a faster shopping experience, access to prior orders. Plus you will receive from time to time special e-offers and exclusive deals via our e-letter service.