SHIPPING & RETURNS
SHIPPING INFORMATION
Processing Time
Orders are processed within 3-5 business days (Monday to Friday, excluding public holidays).
Orders placed after 12 PM or on weekends will begin processing the next business day.
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& Delivery Times
Standard Shipping:
Estimated delivery time: 3-7 business days within Queensland and 5-10 business days for other Australian states and territories.
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Carriers
All orders are shipped via Australia Post. A tracking number will be provided once the item is dispatched.
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Packaging
Items will be securely packaged to ensure safe delivery.
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Delivery Locations
We ship Australia-wide. Unfortunately, we do not currently ship internationally.
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Remote Area Surcharge
An additional fee may apply for deliveries to remote areas.​
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Wholesale Orders
For large wholesale orders, please contact us for delivery rates.
RETURNS
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately, we can’t offer you a refund or exchange.
Your item must be unused and in the same condition that you received it to be eligible for a return. We require a receipt or proof of purchase to complete your return.
Please do not send your purchase back to the manufacturer.
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There are certain situations where only partial refunds are granted
Any item not in its original condition is damaged or missing parts for reasons not due to our error.
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Clips on lead ropes - If clips break or are faulty, you can return the lead to us (you pay all shipping costs - to & from) and we will happily cut the clip off and make an eye splice for free or attach another clip (however you must purchase the new clip that we install if purchase is older than 30 days). This is so you can still use the lead for years to come. You must be able to provide proof that you purchased the lead rope with the clip from Top Knotz NQ.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or refusal of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
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Late or missing refunds
If you haven’t received a refund yet, please check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at topknotznq@gmail.com
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Sale items
Sale items cannot be refunded.
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Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at topknotznq@gmail.com and send your item to: Top Knotz NQ, PO BOX 2641 Idalia QLD 4811 if the exchange is approved.
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Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified about your return.
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Shipping
To return your product, you should post your product to: Top Knotz NQ, PO BOX 2641 Idalia QLD 4811
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item - we highly recommend ensuring tracking is used and available. Depending on where you live - delivery times can vary.