Last updated: July 2026

Shipping Policy

What countries do you ship to?

A full list of the countries where we ship our products is available on the payment page. When you click on the Country drop-down window, you will see the list of countries.

How do I track my package?

Once your order ships, we will send you an email that includes the tracking number and carrier. You can then track your order status in real time.

What is your shipping method?

Orders from the United States and Canada will be shipped from the United States, typically via UPS, USPS or FedEx. Orders from other countries will be shipped from our factory in China. The shipping method ranges from DHL, TNT, UPS and FedEx, depending on your shipping address and the item you ordered. Please contact our customer service team for more information.

How much is the shipping fee?

We have different shipping rates for different products and countries. Please check your shipping fee at the checkout page.

Return & Refund Policy

What is your return policy?

You have fourteen (14) days from the date you receive our products to contact us for a Return Authorisation (RA) number to return the item for a 100% refund (excluding return shipping fee). Make sure the products returned are in good physical condition (not physically broken or damaged). All accessories originally shipped with your order must be included with the return. If you were to open a dispute/claim regarding the order, the fourteen (14) day return policy will not be applicable and will be null and void.

• Any returned product that is damaged through customer misuse or is missing parts due to customer tampering will result in the customer being charged a 50% fee.
• Any returned product that is damaged due to not adhering to return instructions will be liable for damage fees. Images will be documented and forwarded.

If you would like to cancel your order while the item is in transit to you, all cancellation requests will be subject to a 15% cancellation fee.

How to get the RA#?

If you need to return an item, follow the simple steps below:

• Call or email us within fourteen (14) days of receiving the item to get your Return Authorisation (RA) number.
• We will issue the RA# and ship the return shipping label to you; you’ll need to pay for the return shipping cost.
• Once you receive the shipping label, please return the item (and any accessories included) in the original package. Include a note with the RA# and a brief description of the issue that caused you to return the item.

Returns should be sent to the address provided with your RA number. Once we receive the returned item, we will process the refund within 2–5 business days.

What is your return address?

Our return address is 2/600 Lorimer Street, Port Melbourne, VIC, 3207.

Shipping Damage Claims

We are proud of our products, but we can’t control them during shipment. In some extreme cases, the item you receive may have been damaged during transportation, so you should always check the item immediately upon delivery to make sure it is in good condition.

If shipping damage happens, please send us a detailed description of the damage to support@airdog.com.au and we will provide you with the steps for submitting a shipping claim.

Shipping Damage Claims later than 7 days from receipt of the product will not be considered.