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FAQ

Frequently asked questions

Delivery & Shipping


All you need to know about getting the goods. SHIPPING IN AUSTRALIA All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars. Shipping within Australia will take approximately 3 - 5 working days for all orders. If your order has not arrived within the allotted time, please contact the shipping company, using the reference number supplied to you. Hooper Ruff use Sendle for the delivery of all goods. You can track your parcel here. Please note that during busy sale periods, you may experience a delay in receiving your order, we apologise in advance for any inconvenience. Please contact us if you have any questions about your order. ​​SHIPPING INTERNATIONALLY Hooper Ruff ships to most destinations around the world and we use Sendle as our preferred service for all our international orders. Please note: we do not deliver to international PO BOX addresses. For our international customers, all prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars. Prices do not include relevant overseas customs duties, foreign taxes or other fees, which may be imposed and this is the responsibility of the customer. Please check with your local customs office for further information. ​​ For International delivery, you should receive your order within 4-15 working days. If your order has not arrived within the allotted time, please contact Sendle here using the reference number supplied to you. For international locations and coverage please click here. Please note that during busy sale periods, you may experience a delay in receiving your order, we apologise in advance for any inconvenience. Please contact us if you have any questions about your order. Christmas delivery: As it is a busy time of the year we highly recommend ordering as early as possible in the lead up to Christmas.




Privacy Policy


Know your rights. The General Data Protection Regulation (GDPR), which came into force on May 25th, 2018, aims to protect the fundamental right to privacy and the protection of personal data of European Union (EU) citizens. This regulation affects any entity (including websites) that processes EU citizens' personal data. Whether or not you are located in the EU, or if you are an EU site visitor, or if our marketing campaigns target EU citizens. Hooper Ruff would like to let you know how we collect, store, and use your data, in a clear and transparent way. Hooper Ruff receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile. When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only. Hooper Ruff collect such Non-personal and Personal Information for the following purposes: To provide and operate the Services; To provide our Users with ongoing customer assistance and technical support; To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages; To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services; To comply with any applicable laws and regulations. Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail. Our website tracks personal information through the use of cookies. It's important to note that third-party services, such as Google Analytics or other applications offered through the Wix App Market, placing cookies or utilizing other tracking technologies through Wix´s services, may have their own policies regarding how they collect and store information. As these are external services, such practices are not covered by the Wix Privacy Policy. If you don’t want us to process your data anymore, please contact us at: info@hooperruff.com. We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at info@hooperruff.com.




Return & Refunds Policy


We get it. Sometimes you just change your mind. You are entitled to a refund for items you purchase from Hooper Ruff if the item is: Faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or Not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or Not fit for its purpose, meaning that the item does not do what you reasonably expected it would, And you return the item within a reasonable time after purchase (14 days) and provide Hooper Ruff with proof of purchase, such as your original Hooper Ruff receipt or bank statement. If you do not return the item within a reasonable time, you will not be entitled to a refund of the purchase price but you will be entitled to exchange the goods or have them repaired. Hooper Ruff reserves the right to ask you to demonstrate that you did not cause or create the fault in the item. If you are entitled to a refund but you would prefer to exchange the item or receive a Hooper Ruff gift card of equivalent value to the item, Hooper Ruff is happy to exchange or give you the gift card instead of a refund. Hooper Ruff is not legally obliged to give refunds of the purchase price or gift cards on items, or exchange them, simply because you have changed your mind about the purchase.




Ethical Standards


We have some strict standards to make sure you're buying an ethical product. Hooper Ruff takes pride in its strong reputation for ethical business practices. We hold ourselves to the highest ethical standards, and expect no less from our suppliers. In order to make a real, sustainable and positive difference, the Company holds itself and its suppliers, accountable to these standards. We abide by the law, we treat employees with respect, we do not harass or discriminate in any way (including but not limited to race, gender or any other protected class), we do not bribe, we do not tolerate underage workers, we maintain a safe and healthy workplace, and we respect employee rights to free association. Leather Policy Hooper Ruff is committed to ensuring the highest standards of leather materials are adhered to in its supply chain. Products must be generated, sourced and manufactured under acceptable conditions by suppliers. Manufacturing Policy Our Global Standards for Suppliers requires that basic labour and human rights are met and environmental impacts are managed when supplying Hooper Ruff with goods and services. This expectation also applies to the production and garment treatment methods that suppliers use during their manufacturing processes. The use of Sandblasting in the manufacture or finishing of Hooper Ruff product is prohibited. Human Rights Policy Hooper Ruff is committed to ensuring that child workers are not used anywhere in our supply chain and that employment is freely chosen. Hooper Ruff has requested all of its suppliers to commit to avoid sourcing cotton from Uzbekistan in relation to the manufacture of any of Hooper Ruff products, until such time as the practice of using forced and underage labour ceases.




Washing Instructions


Your dog can get a bit pong whiffy - So here is a breakdown of how to wash our garments. When taking care of clothes and accessories for your dog, you need to follow many of the same rules for pet laundry as you do with your clothes. Read the care label. Our dog sweaters and clothes can be machine or hand washed. Before washing, check the garment for loose seams or holes that might worsen during washing. Mend rips and tears before washing. Close all zippers and buttons to prevent snagging. Use a mesh bag when machine-washing items. This will prevent tangles and loss of small pieces. Pretreat stains. If the clothes have mud or food stains, use a stain remover like Shout or Zout for washable fabrics. Work it into the stain with your finger or a soft-bristled brush. If you don't have a stain remover, then use a heavy-duty liquid detergent that contains enough stain-lifting enzymes to remove the stain. Use a hypoallergenic detergent that does not contain perfumes or dyes. You can purchases specialty pet detergents or simply use one recommended for babies or anyone with sensitive skin. Harsh detergents with perfumes and dyes can cause skin irritations and problems for animals. If there are strong odors remaining after washing, soak the items in a solution of two quarts cool water combined with one cup baking soda for 2-6 hours and then rewash. Air dry all clothing and accessories to ensure there is no shrinkage from excessively high dryer heat. Be sure that clothing pieces are completely dry before allowing the dogs to wear them again to prevent skin irritation. Safety & Hazards Keep your pooch safe with these handy tips. We at Hooper Ruff are all about your dogs comfort and safety. We wanted to highlight some basics with you in case you were not aware: Unless the garment specifies, dogs should not sleep in their clothes - because they wriggle so much, it would be a safety hazard. If it is a hot sunny day, it is probably best not to dress your dog up in case they become overheated and dehydrated. It's best not to let your dog chew on their clothing or use it as a toy - this could be a choaking hazard. Please supervise your dog when it is wearing clothing.





 

NSW DELIVERY

500g - $7.95

1kg/4L - $10.45

2kg/8L - $12.90

5kg/20L - $15.45

10kg/40L - $21.95

25kg/100L - $28.95

STH AUST DELIVERY

500g - $7.95

1kg/4L - $10.45

2kg/8L - $12.90

5kg/20L - $15.45

10kg/40L - $21.95

25kg/100L - $28.95

VIC DELIVERY

500g - $7.95

1kg/4L - $10.45

2kg/8L - $12.90

5kg/20L - $15.45

10kg/40L - $21.95

25kg/100L - $28.95

QLD DELIVERY

500g - $7.95

1kg/4L - $10.45

2kg/8L - $12.90

5kg/20L - $15.45

10kg/40L - $21.95

25kg/100L - $28.95

TAS DELIVERY

500g - $7.95

1kg/4L - $10.45

2kg/8L - $12.90

5kg/20L - $15.45

10kg/40L - $21.95

25kg/100L - $28.95

NT DELIVERY

500g - $7.95

1kg/4L - $10.45

2kg/8L - $12.90

5kg/20L - $15.45

10kg/40L - $21.95

25kg/100L - $28.95

ACT DELIVERY

500g - $7.95

1kg/4L - $10.45

2kg/8L - $12.90

5kg/20L - $15.45

10kg/40L - $21.95

25kg/100L - $28.95

WA DELIVERY

500g - $7.95

1kg/4L - $10.45

2kg/8L - $12.90

5kg/20L - $15.45

10kg/40L - $21.95

25kg/100L - $28.95

Remote Australian Deliveries

Remote parcel deliveries are charged a simple flat-rate surcharge of $13 (or $11.81 excl. GST) on top of the national rate. See remote rates in full

500g - $19.95

1kg/4L - $22.45

2kg/8L - $24.90

5kg/20L - $27.45

10kg/40L - $33.95

25kg/100L - $40.95

Click here to see a list of remote locations.

ZONE 1

New Zealand | 4-6 working days

500g - $18.45

1kg - $23.09

1.5kg - $27.47

2kg - $30.60

3-20kg - $16.40 + $7.54kg

ZONE 2

North America, Western Europe, Asia and the Pacific | 6-13 working days 

500g - $20.75

1kg - $33.05

1.5kg - $49.68

2kg - $61.50

3-20kg - $35.35 + $16.17kg

ZONE 3

Rest of the world | 10-15 working days

500g - $28.56

1kg - $47.64

1.5kg - $64.45

2kg - $80.26

3-20kg - $40.27 + $18.25kg

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