Shipping & Delivery Information

Standard

$5.00 Flat rate

FREE for orders over $60

• Standard Pack & Track Post / Air Mail
• Tracking number provided
• Online tracking including email notifications to most countries
• Available for parcels upto 20kg in weight

 

Delivery times

This varies for different parts of the US. Usually it can take 6 - 14 days after your order is sent by our warehouse for delivery to occur. The Australia Post/USPS system is generally very fast and reliable. Sometimes orders are stopped for inspection by your local customs or postal service before delivery and this can delay your delivery. For assistance with shipping, please contact us.

Express

$15 Flat rate

FASTEST direct from Australia

• Our fastest international delivery option
• Using the international EMS mail network
• Online tracking and email notifications to most countries
• Signature on delivery

 

Delivery times

This varies for different parts of the US, however you can expect 3 to 6 business days after your order is sent by our warehouse for delivery to occur to most parts of the world. For further detailed information, you can contact us.

SIGNATURES & AUTHORITY TO LEAVE

Unless otherwise instructed, we send all parcels with signature upon delivery required, meaning the delivery driver will not leave the parcel without obtaining a signature. If there is nobody available to sign for the parcel, it will be transferred to your nearest Australia Post branch for collection by you and you will be notified by email. If you would prefer that the parcel be left at your premesis without the driver obtaining a signature, you can tick the 'Authority To Leave' box at the checkout and enter any specific instructions. The delivery driver will only leave the parcel in a convenient and safe place at the front of the premesis. Generally, Australia Post will not do things like leave parcels around the back door or in unsafe places. If the delivery driver determines they are unable to safely leave the parcel, they will not leave it. By choosing Authority to Leave you accept that we cannot be held responsible or liable for any loss or damage of a parcel. Your parcel will typically only be left if there is a place deemed to be safe to leave the parcel. Unfortunately we cannot control this process as this is dependent on both the carrier and the circumstances for each individual delivery. We highly recommend 'Signature upon Delivery' and having your parcel delivered to an address such as a work address where there will be someone to accept the delivery during business hours. We reserve the right to require signature upon delivery for any parcel if we deem appropriate.

INTERNATIONAL SHIPPING INFO

Standard shipping is usually by International Standard Post via Australia Post which typically takes 6-14 working days for delivery. Sometimes, due to changes in services around the world, we may need to use a different service to send the parcel which may include Registered Air Mail with signature on delivery. An Express Shipping option is available also. All orders are despatched via a trackable method where possible, though tracking may be limited in your country. We are not able to control the tracking availability in your country.

TAXES & DUTIES

Import Customs & Duty For Orders Delivered Outside of Australia

Most countries have import duty and other taxes on goods entering their country. The amount you are allowed to import varies from country to country and you are responsible for all charges that may be applied to allow your goods to leave customs. Unfortunately DUGG is not able to estimate what these charges might be and therefore cannot be held responsible. We always include a customs declaration (CN22) and/or commercial invoice (for courier deliveries) which has the value of the products being purchased based on the price paid. We are legally unable to enter any other value or mark orders as gifts. We encourage all customers take into account whether there any taxes, duties or any costs associated with their collection before ordering.

GENERAL INFORMATION

Estimated Despatch Dates

All orders are given an estimated despatch timeframe during checkout. However, it must be remember that these are just estimates based on the information available at the time of ordering. Despatch dates can be affected by busy periods or delays from suppliers. We will, of course, endeavour to keep customers informed at all times.

Public Holidays

No parcels are dispatched on QLD public holidays.

Guarantee & Liability

We guarantee the delivery of all parcels provided that a signature upon delivery is requested and required, that you do not request a 'Safe Drop' with Australia Post after we have shipped your parcel, that you do not change your delivery address after you have placed your order and that you have correctly and completely provided your address. We are unable to accept responsibility or liability for any loss or expense due to inaccurate or incomplete addresses provided by you, so please check your order confirmation email carefully and notify us immediately if you have made an error with your shipping address. Where you have chosen not to sign for a parcel and the parcel becomes lost or stolen, DUGG will offer all reasonable assistance to locate missing parcels and we may choose to offer compensation or replacement at our sole discretion.

FAQS

Can you deliver to a work address?

Yes and in fact, we highly recommend using a business or work address for your delivery as signatures may be required for delivery and it's usually also easier to make sure someone will be there during business hours to accept the delivery.

Why has my parcel not been despatched yet?

It's most likely that your order contains a Special Order or Backorder item. It is likely that we have to wait for items on your order to arrive from our suppliers. Rest assured that as soon as we have all pieces for your order, it will be sent immediately. Only orders that are fully in stock can be shipped immediately. In some cases we will send out part of your order prior to backorder items arriving separately. Items that are on backorder are always identified to you when adding them to the cart and at the checkout to avoid disappointment.

Post Office Boxes

Yes. We deliver to PO Boxes.

What carriers does DUGG use?

We only use Australia Post to ensure that your parcels gets to you as safely, conveniently and as quickly as possible.

How do I track my parcel?

Full tracking information is provided in your despatch confirmation, plus we will send you emails with progress of your parcel as it makes its way to you. If you don’t receive this email we advised to check your spam or junk folders as depending on your emails settings we do find that our emails can land in those folders. If you still cannot find your email please contact our friendly Customer Service or Australia Post who can assist in tracking your parcel for you.

How are my goods packaged?

All parcels are lovingly packed into tough satchels or occasionally boxes to protect your items by our experienced warehouse team. These same boxes/satchels can then usually be re-used to return any items back to DUGG if necessary. We often remove unnecessary packaging such as hangers, plastic clips and such from garments before shipping.

Why is my parcel at my Post Office when I chose Authority To Leave?

Whether a parcel is left or not is entirely at the discretion of the delivery driver (depending on the carrier). If they deem that there is nowhere safe to leave the parcel, they will not do so. Unfortunately we cannot control this, however most of the time when you request a parcel be left without obtaining a signature, it is left with no hassle.

Can I change my delivery address?

Delivery addresses can be changed at any point prior to despatch, simply contact friendly Customer Service. Once you receive your despatch confirmation then we are unable to change the address. We may also not be able to change a delivery address in certain circumstances if you paid for your order using PayPal.

OTHER TERMS & CONDITIONS

Undeliverable / RTS Parcels

In the event that a parcel is returned to us as undelivered or unclaimed, we will inform you as soon as we receive it. We do not take responsibility for parcels that are incorrectly or insufficiently addressed, however we will do all we can to recover the parcel on your behalf and arrange a redelivery to you. If you wish to have the parcel redelivered, we will advise you of the delivery charges which will include the charges from Australia Post to return the parcel to us. If you would prefer a refund and your order is within the terms of our Returns Policy, we can provide a full refund of the items we receive back less the original postage costs and any costs incurred to have the parcel returned to us. We will only hold returned mail for a period of upto 60 days after your original shipping date.

Suspected Credit Card Fraud

Our website uses automated fraud detection technology to safeguard ourselves and our customers from credit card fraud. If your transaction is flagged for further verification, we reserve the right to delay shipment of your order until such time as we have completed an investigation and deemed the transaction to be legitimate.

Combined Shipping for Multiple Orders

In the event that two or more orders are made for one customer at one delivery address, we may at our discretion send all the orders together in one package at the same time unless otherwise advised.

Note Shipping and General Conditions

• It is our normal policy to remove unnecessary packaging such as hangers, plastic clips and the like from garments before shipping although we make every attempt to include branded boxes with any products that are originally packaged that way.
• In the event that 2 or more orders are made for one delivery address we may at our discretion send all the orders in 1 package
• Delivery times are estimates
• Deliveries are sent on business days, please allow for any public holidays.
• We may delay any order if there is doubt as to the validity of the credit card transaction.
• All country duties and import taxes are the responsibility of the purchaser.
• We use Australia Post Express International and DHL for international express orders.
• In the event that your parcel is returned to us by Australia Post due to you supplying an incorrect address or failing to accept the delivery, we may ask you to pay a return to sender and redelivery charge of up to $20.