Shipping policy
The Canine Lounge – Shipping & Delivery Policy
Last updated: January 5, 2026
At The Canine Lounge, we offer free shipping Australia-wide on every order. We work with reliable suppliers and shipping partners to ensure your order arrives safely, and we’ll keep you updated every step of the way.
Shipping Timeframes
Orders are processed within 2–3 business days (Monday–Friday).
After dispatch, please allow 7–20 business days for delivery.
Delivery times may vary depending on your location and seasonal demand (e.g. holidays, sales events, weather delays).
We’ll send you a tracking link via email once your order has been dispatched.
Australian Shipping Only
We currently ship to Australian addresses only. International shipping is not available at this time.
Split Shipments
Some of our products are shipped directly from our trusted suppliers. If you order multiple items, they may arrive in separate packages with individual tracking numbers. Don’t worry — you’ll receive updates for each item.
Incorrect Address Policy
If you made a mistake with your shipping address:
Contact us at hello@thecaninelounge.com within 2 hours of placing your order. After that, we can’t guarantee the address can be updated before dispatch.
Please double-check your shipping details before confirming your order.
Orders delivered to an incorrect address provided by the customer cannot be refunded or replaced.
Late or Delayed Orders
If your order hasn’t arrived within 20 business days from dispatch, email us at hello@thecaninelounge.com with your order number so we can look into it for you.
Delays may occur due to high demand, postal network issues, or extreme weather — we appreciate your patience.
Marked as Delivered But Not Received
If your tracking shows Delivered but you haven’t received your parcel, please try the following:
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Check around your property, mailbox, and with neighbours or building management.
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Contact your local Australia Post office to enquire about the delivery.
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If the parcel has not turned up after 48 hours, we recommend lodging a missing parcel enquiry directly with the carrier.
Please note: Once an order is marked as delivered by the carrier, responsibility transfers to the recipient. While we’re not responsible for parcels after confirmed delivery, we’re happy to provide tracking details to assist with the investigation.
Delivery Attempts & Collection
If a delivery attempt is unsuccessful and the parcel is redirected to a local post office or collection point, the customer is responsible for collecting the parcel within the specified timeframe.
Parcels not collected in time may be returned to sender.
Lost Parcels
Once your order has been shipped, the shipping carrier assumes responsibility for delivery and handling. If a parcel is officially confirmed as lost by the carrier, we’ll assist with the investigation where possible. However, The Canine Lounge is not liable for loss or theft once a parcel is in the carrier’s possession.
Customs & Import Fees
We ship exclusively to Australian addresses, and all orders are under the low-value goods threshold ($1,000 AUD). This means you won’t be charged any extra customs duties or import fees when your order arrives — the price you see at checkout is all you’ll pay.