Shop Information and Policies

Thank you for choosing to shop with Soul Dog Family. We can’t wait to welcome you to the family!

Terms of Service
Refund and Returns
Payments and Postage
Feedback and Help

Important information about your purchase from Soul Dog Family

Payment Information

All transactions will be done using Credit Card or PayPal. This allows for maximum protection for both the purchaser and the seller. If you experience any issues please contact us at hello@souldogfamily.com

Postage and Handling

Delivery Method

We use Australia Post. Once an order has been dispatched, customers will receive an email notification with their tracking number.

Delivery Times

Please allow between 1-3 working days for dispatch depending on the current volume of orders.

Once in the postal system it can take 1-3 business days for metropolitan deliveries on the East Coast. West Coast may take an extra 5 days. Rural customers should allow an extra 1-2 business days for delivery. New Zealand customers should allow 4-7 business days for shipping.

We cannot be held liable for any deliveries which fall outside these times.

Delivery Costs

Shipping costs for all Australian orders are listed below:

  • Shipping for all Items: $10AUD
  • Orders over $99AUD: Free Shipping
  • Shipping to New Zealand: $23AUD (includes tracking)

Returns/Exchanges/Faults Information

Please refer to the Refund and Return Policy.

Please choose your items carefully, as we do not offer a refund for change of mind on orders for custom or ready-made blends.

Feedback, comments, or complaints

If you have any questions, please email to hello@souldogfamily.com

We endeavour to respond to all inquiries within 3 business days.

Refund and Returns Policy

At Soul Dog Family, we pride ourselves on delivering products of the highest quality. We understand that sometimes, issues may arise with your order and we want to assure you that we’re here to make it right.

Refunds

There is no refund or exchange available for change of mind or ordering the wrong product after an order has been processed.

Due to the nature of our business being vibrational remedies, it is not an option to swap or exchange blends. We encourage the customer to check their order confirmation and if there is a mistake, to contact us as soon as possible. We do turn our orders around promptly, so if there is the opportunity to amend your order before it is sent, we will do our absolute best to do so.

Defective or Faulty Items

A refund may be offered if an ordered item is defective or faulty under the following conditions:

  1. You must notify Soul Dog Family immediately upon noticing any defects or faults AND within 7 days of receiving the order and provide your name, order number and details of the defects or faults and a photo if possible.
  2. Upon notification request for refund of items the customer shall return the item in its original packaging. A copy of our email response to the request is to be added to the parcel and returned to the Soul Dog Family office for processing.
  3. Returned items will be examined for faults or defects and you will receive a notification from Soul Dog Family about whether it agrees that the items are faulty or defective within 48 hours of the receipt of items by us.
  4. If deemed faulty by Soul Dog Family, a replacement item will be shipped where possible (subject to stock availability) or a refund will be issued.
  5. Soul Dog Family will not be responsible if your return is lost in transit back to Soul Dog Family. Therefore, we recommend that you send all returns by traceable post.
    Returns will be processed within 10 business days from the day the return arrives at the Soul Dog Family Office.

Terms of Service

Welcome to our website. You’re at https://souldogfamily.com, which is owned by Deborah Draffin (ABN – 35 225 769 084).

Soul Dog Family allows you to purchase products online through this website.

The following Online Shopping Terms, together with our Privacy Policy, and Website Terms and Conditions of Use apply to your access to and use of our online shop and the supply of products and services ordered via our website.

By ordering products and services from our online shop, you acknowledge that you have read, understood and agree to be bound by these Online Shopping Terms and the Terms and Condition of Use of Website (including Disclaimer) and Privacy Policy.

General Notice

  1. You may buy products and services offered online by Soul Dog Family by navigating the catalogue and shopping cart available on our website.
  2. To buy products or services via our website, you must be at least 18 years of age. 
  3. By placing an order, you confirm that you are at least 18 years of age and that all information you provide is accurate, complete and not misleading.
  4. We may cancel orders where we consider that you have not dealt with us in good faith or have otherwise breached applicable laws, even if the order has been confirmed and a credit card charged.
  5. If your PayPal account or your credit card is charged for the purchase and we cancel the order, we will notify you and credit your PayPal account and credit card account for the amount charged, including delivery charges and applicable taxes and duties, at our discretion.

Prices

  1. All prices are in Australian dollars.
  2. All prices are subject to change without notice.

Special offers

  1. Soul Dog Family may provide special offers in relation to our products and services from time to time.
  2. At any time, we may terminate any special offer without advance notice.
  3. If terminated, a special offer will continue to apply to products and services you ordered in good faith in accordance with these terms before the special offer was terminated.

Payment

  1. The full payment for your order (including the product price and applicable delivery charges) is deducted from your chosen payment method on completion of your order.
  2. We accept payment via PayPal, and credit card and do not retain or store credit card details.
  3. PayPal, have separate terms and conditions that govern third-party payment processing and we are not responsible for the application of third-party payment procession term and conditions.
  4. The majority of inventory Items will be posted within 2 business days of receiving cleared funds.
  5. During heaving promotional periods like Christmas, delivery time can be extended.
  6. Damaged or lost orders should be resolved directly with Australia Post we are not responsible for goods that are damaged in transit or not received. Replacement of damaged or lost items is made at the discretion of souldogfamily.com.

Defective or Faulty Items

  1. A refund may be offered if an ordered item is defective or faulty under the following conditions:
  2. You must notify Soul Dog Family immediately upon noticing any defects or faults AND within 7 days of receiving the order and provide your name, order number and details of the defects or faults and a photo if possible.
  3. Upon notification request for refund of items the customer shall return the item in its original packaging. A copy of our email response to the request is to be added to the parcel and returned to the Soul Dog Family office for processing.
  4. Returned items will be examined for faults or defects and you will receive a notification from Soul Dog Family about whether it agrees that the items are faulty or defective within 48 hours of the receipt of items by us.
  5. If deemed faulty by Soul Dog Family, a replacement item will be shipped where possible (subject to stock availability) or a refund will be issued.
  6. Soul Dog Family will not be responsible if your return is lost in transit back to Soul Dog Family. Therefore, we recommend that you send all returns by traceable post.
  7. Returns will be processed within 10 business days from the day the return arrives at the Soul Dog Family Office.

Errors

  1. While we make every effort to keep our website content current and relevant, from time to time there may be errors on our website such as wrong pricing, wrong descriptions, and offers for products that are not available or are no longer available. 
  2. Despite any clause in these Terms, to the extent legally permitted, we may decline or cancel any orders that are affected by the error, even if the order has been confirmed and PayPal, or a credit card has been charged. 
  3. If PayPal, or your credit card is charged for the purchase and we cancel the order, we will notify you and credit your PayPal, or credit card account for the amount charged.

Availability

  1. All products are offered for sale subject to available stock.
  2. If for some reason your PayPal, or credit card has been charged for an item that is out of stock, we will cancel your order and issue a full refund to your PayPal, or your credit card account in the amount charged.

Delivery/shipping/insurance

You understand and agree:

  1. It is your obligation to enter the correct delivery address details at the time of ordering.
  2. If your goods are returned because an incorrect address was provided you will be required to pay shipping and insurance costs to the correct address prior to the release of your item/s.
  3. The majority of inventory Items will be posted within 2 business days of receiving cleared funds.
  4. Damaged or lost orders should be resolved directly with Australia Post we are not responsible for goods that are damaged in transit or not received. Replacement of damaged or lost items is made at the discretion of souldogfamily.com. It is your responsibility to inform us promptly (within 7 business days) if an order does not arrive, by emailing hello@souldogfamily.com

Promotional Periods

During public holidays and promotional periods, for example, Christmas, delivery times may be extended.

Custom Blend Preparation

The preparation of custom blends may require a longer delivery time and dependent upon when the client questionnaire is provided to Soul Dog Family.

Domestic Shipping

  1. We use Australia Post for all domestic shipping.
  2. Domestic shipping charges are a Flat Rate of $10.00 for standard postage.
  3. You have the option to choose a different delivery address than your billing address.
  4. For domestic shipping, please allow up to 10 business days after despatch for delivery Australia wide depending on your location.
  5. You may provide a residential address or PO Box Number for delivery.

International Shipping (not currently available)

  1. For international shipping, we use Australia Post’s Registered Post service.
  2. This option is preferred as this service provides for faster delivery times and the peace of mind of full tracking and signature on delivery and allows us to provide our best service.
  3. Shipping charges to New Zealand are a flat rate of $15 per order.
  4. Soul Dog Family takes no responsibility once your item/s have left Australian shores.
  5. Soul Dog Family will not be held responsible or liable for any customs duties/taxes, restrictions and/or delays which may exist at a specific destination.
  6. Tracking numbers are included with all deliveries.

Title

Title (including the risk of loss and damage) in goods purchased pass to you upon delivery to you.

Product warranties

  1. To the extent legally permitted, we exclude all conditions, warranties, guarantees and similar, whether express or implied, as to the condition, suitability, quality, fitness or safety of any goods or services supplied by us (Warranties), other than those implied by statute which may not be legally excluded. 
  2. Any liability we may have to you under Warranties implied by statute which cannot be excluded is limited, where expressly permitted by statute, to supplying, or paying the cost of supplying, the goods or services again, at our option.

Liability Disclaimer

  1. Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
  2. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
  3. You are also entitled to have the products replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.
  4. You may also be entitled to remedies that cannot be excluded under the Australian Consumer Law if any services supplied by us to you fail to meet a consumer guarantee under the Australian Consumer Law.
  5. To the extent legally permitted, under no circumstances are we to be held liable to any party for any direct, indirect, incidental, special, exemplary or consequential damages of any type whatsoever related to or arising from the supply of products or services via this website or the use of such goods or services by any person, including, without limitation, any lost profits or savings, damage to or loss of property or personal injury (including death), even if we are expressly advised of the possibility of such damages.
  6. This exclusion and waiver of liability apply to all legal causes of action, including but not limited to contract, warranty, or negligence.
  7. Where we refund you the amount of your order as provided in your agreement with us (less any amount you have agreed we may deduct, as described in these terms and conditions, you agree such refund is the total amount of our liability to you for all circumstances relating to the refund

Medical Disclaimer

  1. All products purchased are purchased for personal use and you make the purchase and use the products for their general description application at your own risk.
  2. No product provided can be considered to be provided as a personal prescription or provided on the basis of or considered as health or medical advice and does not in any way replace the advice, therapy, treatment or prescription protocol provided by your medical or health professional.
  3. You have purchased a product. You have not purchased any individual health advice.
  4. If you have any health issue we strongly advise you seek advice from a suitably qualified health and/or medical professional before you use any product from this site.

Excusing events

  1. You acknowledge and agree that we are excused from supplying our products, services, and other obligations and will not be responsible for any delays where, and so long, as we are prevented from performing our obligations under these Terms by events or causes beyond our reasonable control.
  2. We will endeavour to notify you of any delay and its expected duration.
  3. If we are prevented from performing our obligations for longer than a reasonable time, we may elect to cancel your order and issue you a credit in the amount paid for the order without further liability to you.

Entire agreement

These Terms together with the Website Terms and Conditions (including Disclaimer) and Privacy Policy set out the entire agreement between you and us and supersede all prior communications.

Alterations

  1. We may alter these Terms from time to time by posting the altered version on our website.
  2. You should visit the website regularly to keep up to date with any alterations.
  3. In the case of an alteration, the altered Terms only apply to products ordered via the website after the alteration takes effect.

Applicable law

You agree to deal with us in good faith and in compliance with all applicable laws. These Terms are governed by the law of Queensland, Australia.

Notices to you

We may notify you by email, a general notice on this website or by another reliable method to an address or using contact information previously provided by you.

Contacting us

You can contact us by emailing hello@souldogfamily.com

Feedback and help

We are committed to giving you the support you need to overcome the stressors you and your pet are facing. If you don’t feel like your chosen essence is working after consistant daily dosing for 2-3 weeks, then complete the form below. Let’s work together to solve what you’re facing.

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