FAQ's

Have you got a question for us? Great! We'd be happy to answer - just check out our frequently asked questions below.

If you don't find the answer you're looking for, feel free to get in touch via email at bullyproofpetmerch@gmail.com

 

Unfortunately as this is a passion project, we are not able to take calls due to our other work commitments.

 

General

Q : How do I cancel or change an order?

Made a mistake while ordering? Or changed your mind? No worries. You can cancel or change your order by sending us an email before it leaves our warehouse and we will sort it out for you.

Q : How do I return an item(s)?

Quality is at the forefront of our business. That means a quality product and quality customer service. If you find that you're unhappy with an item you've purchased from us or if it's the wrong size, we have a stress-free returns policy. Simply contact us and we can sort everything out. Please note that no credits or refunds can be given without first contacting a Bullyproof representative.

See our returns page for more information, including a list of items exempt from return.

Q : Where is my order?

When you place an order online, you will receive a confirmation email with a tracking number that you can use to track your order on its journey to your doorstep. 

 

Returns

Q : Can I return an order?

If you're unhappy with an item you've purchased or find that it's the wrong size etc - we have a hassle free returns policy to make everything right again. Simply contact us and we can sort everything out. Please note that no credits or refunds can be given without first contacting a Bullyproof representative.

See our returns page for more information, including a list of items exempt from return.

 

Company Information

Q : Where is Bullyproof based?

We're an Australian-owned and operated company based in Perth, Western Australia. If you want, you can learn more about us by visiting our about us page and also how we're giving back.

Q : Can I visit your store in person?

Sure! Just be sure to bring along a Flat White and cake.

Sorry, just kidding! Bullyproof is an eCommerce business only - this means that we don't have a brick and mortar store that you can visit.

Why? It allows us to focus on giving our customers the best price possible.

Q : Help me! Can I speak to someone for assistance?

That would depend on Tyson our Staffy. As this is a passion project, we're unable to answer calls due to work commitments. And when we get home, Tyson gets rather jealous if we don't give him enough cuddles. We can however be reached via email at bullyproofpetmerch@gmail.com and if your case is particularly urgent or complicated, we're sure Tyson will make an exception.

 

Shipping & Deliveries

Q : How much will shipping cost me?

Great news! We provide FREE  shipping on all orders above $99. Yes that includes you remote folks!

 

Haven't bought enough to qualify for free shipping? That's alright too. We've capped postage and handling to $15 for all orders.

Q: Will I still be charged the flat rate shipping if I was to purchase only one    or two items?

         Definitely not. We're not about ripping our customers off. If you purchase a             small amount of items, we will refund you the price difference for shipping if           the cost of postage and packaging for your items fall under $15.

 Q : Where can Bullyproof deliver my order?

We ship to residential homes all over Australia! That said, sometimes our couriers cannot offer door to door delivery for more remote areas - in this case, your goods will be left at the nearest local post office for safekeeping until you're ready to pick them up.

We are also happy to deliver to your workplace: just make sure you include your business name to make sure your order arrives promptly.

Q : Are you able to deliver to PO Boxes?

Absolutely! We offer delivery to PO Box and Parcel Locker addresses - just note that if your order is too large for a Parcel Locker, it maybe be taken to the nearest post office or Parcel Collect location for pickup.

Q : Am I able to pay for an order, but have it sent to somebody else's address?

That's not a problem at all - just make sure you include the recipient's name in your delivery address details to avoid confusion.

Q : How long does delivery take?

We understand that sometimes your pet just can't wait to get their paws on their favourite treats or toys - which is why we aim to get your order to you as soon as possible.

For items sent via post, your order may take up to 2 weeks but we'll provide tracking for those so you'll know when it's coming. 

See our shipping page for more information.

Don't forget that you can use the tracking number provided with your order confirmation to find an estimated arrival time for your order.

Q : At what time of day will my order be delivered?

Our couriers do not have a standard time of the day that goods are delivered.

To make things easier for you, when you place order, make sure you give clear instructions on where the package should be left if you are not home, as we give our couriers "authority to leave". We find that customers prefer this approach for its convenience.

For items sent via post, your order will arrive with your regular mail.

 

Payment Information

Q : What payment options do you offer?

You can pay securely at Bullyproof using either Paypal or a credit card. We accept Visa, Mastercard and American Express. Unfortunately we are unable to receive or accept payments using Bpay, Direct Deposit, or cute pet photos at this time.