Customer Service

Thanks for shopping at Canine Spirit!  

Below is information to help you with your order including how to pay, delivery & shipping information, and returns/exchanges.   

If you have any further questions or need help with sizing, please contact us on info@canine-spirit.com and we will get back to you within 24 hrs.  If you are with a dog club, charity or working dog unit and interested in a bulk purchase, please contact us for details and possible discounts.

Payment Options

  • We accept MasterCard, Visa, AMEX, JCB or PayPal.  Just follow the steps in the checkout.   Our checkout pages are securely served and encrypted using SSL.   For more details please see our Privacy Policy.
  • You can also pay by bank deposit - please contact us with your name, address, phone and order details.   We will then email you an order which will include our bank details.  Payment must be in AUD.

All prices on the site are quoted in AUD and exclusive of 10% GST.   The product prices exclude delivery charges (see below) - these are added separately at check out.  

Delivery Information:

We despatch most orders within 24 hrs of us receiving them - if we receive your order before noon we will aim to despatch it that day. If we cannot meet this timeframe (for example if the item is out of stock), we will let you know by email within 24 hrs.

Most of our products are despatched from our Sydney warehouse except for Pawks/Sport Pawks (despatched from the Sunshine Coast) and Sets of 2 Dog Boots, All Blacks & Rugby range & D-Fa range - all despatched from New Zealand.  

When you check out on our website you can either select:

  • Regular Delivery - $10.95 - via Australia Post or courier (e.g., Fastways) - arrives in typically 2-7 days.  This is a regular postal service targeted to arrive within that timeframe but can on occasions take a bit longer generally depending on location.
  • Express Delivery - $14.95 - via Australia Express Post - guaranteed delivery in 1-2 days within the Express Post network.   This network covers most metropolitan areas.  If you aren't sure if your address is within the network you can check on the Australia Post website

    NZ Despatched items - cannot go via Express Delivery.  They will be sent via untracked Air Mail and typically arrive in 3-10 business days.   Please note that we do need to allow 15 business days to raise a case tracking on these items. 

    International orders are most welcome.  Please contact us on info@canine-spirit.com to let us know what you are interested in purchasing and we will get back to you with costs and estimated delivery times.  Additional local duty and taxes may be required to be paid in certain countries to enable receipt of the goods - these will be the responsibility of the customer. 

    Please note that once an order has been processed and despatched it cannot be cancelled and often the address can't be changed.  If an order is refused by the customer, the customer will be charged outgoing and return shipping charges.

    If the order can't be delivered for any reason (e.g., incomplete address), the customer will be charged the return charges and charges to resend the package.

    Returns & Exchanges

    To return your product, please contact us on: info@canine-spirit.com quoting your order number. We will email you a return form that you can print out and include with your return.

    We allow returns and exchanges on Regular Priced items within 14 days.   Exchanges are handled as a new order and will incur new shipping charges.   Sale Priced items may be exchanged only for a like item if available or items of equal value within 14 days of receipt.  We cannot accept back items received after this time-frame without prior consent.  CLEARANCE items are final sale.

    To qualify, all items must come back 'as new' - clean and free of all dirt, dog hair & odour - with original packaging and all tags attached as new.  

    Please note, CLEARANCE items and all DOG SOCKS (due to health considerations) are final sale and can NOT be returned or refunded. Dog Socks include the Pawks, Sport Pawks and Bark'n Boot Liners.

    All returns are to our New Zealand warehouse - these details will be on the Returns Form we email you. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.  All items are subject to inspection and if they are deemed by Canine Spirit as being not 'as new', used or marked, we will not be able to process your refund or exchange.  There will be a redelivery charge of $12.95 for all exchanges in Australia.

    We recommend trying the product on your dog indoors, on clean paws (for the boots) and do not leave the product on your dog too long to minimise the chance of it picking up an odour. If the product has been tried on and has picked up any pet hair as a result, please ensure all is removed before it is returned to avoid a cleaning fee. If we receive a product back with hair, we will clean it if possible and there will be a $25 cleaning fee. Any product received back with an odour (pet odour, cigarette, etc) will not be accepted.

    • Doubleback Harness - return with the literature and tags attached. Please do not attach carabiners or tie into the harness if it is the incorrect size. 
    • Load Up Harness - return with literature and tags attached. Please do not attach a seatbelt to the harness if it is the incorrect size. 


    Allow 7-10 business days of us receiving the product back for an exchange or refund to be processed. If you are exchanging an item and need the replacement quickly, we recommend you place a new order and return the current item for a refund.

    Refunds will be automatically be applied to the credit card used for the purchase or original method of payment. Please allow a few extra days for your credit card company and bank to process and officially post your refund. Refunds exclude any original delivery costs you were charged. Exchanges are handled as separate transactions. Please note re-shipping charges are not included in the exchange and will be additional as specified on the return form. If there has been a price change since the original purchase, the new / current price is applicable.

    We will not be held responsible if there is a delay in delivery. Customers will be responsible for the return shipping and handling charge. In the event that your product is lost in transit, Canine Spirit will not be held liable and therefore recommends you send all returns via a Registered or Tracked service.

    For all WARRANTY queries, please contact us on info@canine-spirit.com with your order number and details of the fault. Please attach a picture/s. 
    We uphold our suppliers guarantees for gear against defects in materials and craftsmanship.  We reserve the right to replace or credit defective products at our discretion. We will not cover normal wear and tear (damage that naturally and inevitably occurs as a result of normal wear or aging), damage from the canine, such as chewing, incidental damage, like tearing, or wear incurred from improper sizing or use (such as dragging paws). Modifications, alterations, negligence or use for a purpose other than for which it was designed is also not covered.