We're here to help.
Got a question? Reach out to us at hello@shopbigdogenergy.com
Product questions
How do I measure my dog for the harness and collar?
Please refer to our size chart and ensure you follow guidance to get the most accurate measurements of your dog and yourself. If you’re unsure about which size to choose, feel free to reach out to us at hello@shopbigdogenergy.com.
If upon receiving your products they still don’t fit right, we offer exchanges for another style variant or size, or credit notes to spend on other products, in line with our Shipping and Returns Policy. Please refer to this Policy for further information.
What sizes are available for your products?
We offer a variety of sizes across our entire product range.
- Harnesses range from XS to XL
- Collars range from S to L
- Apparel ranges from S to XL
Are your products suitable for dogs of all sizes?
Big Dog Energy is inclusive of all shapes and sizes. We cater for small dogs with big personalities, and dogs that are big in size! We are also very conscious of different body shapes and structures, but have ensured our harnesses are secure with both the chest and body strap, and our collars can be adjusted accordingly.
My dog pulls during walks. How can I prevent this behaviour?
To help prevent your dog from pulling on walks, we suggest using our Big Dog Energy Harness with the front D-ring attachment, with our leash.
The front D-ring attachment provides for better control over your pooch. Clip our Big Dog Energy leash to the front and discourage pulling by applying gentle pressure when your dog tries to pull ahead.
We also suggest lots of patience, consistency, and positive reinforcement - training takes time!
If pulling persists, it may be helpful to consult with a professional dog trainer for additional guidance.
Orders and Payments
Can I change or cancel an order?
We fulfil our orders super fast, so unfortunately once an order has been processed, we cannot guarantee that it can be cancelled or changed. Please reach out to us as soon as possible at hello@shopbigdogenergy.com
Shipping
Where do you ship to?
We currently only ship within Australia, but have plans to expand internationally as soon as we can. If you are based outside of Australia and would love to buy our products, let us know via hello@shopbigdogenergy.com
How long does shipping take?
We ship all orders via Australia Post- we allow for the following times:
- Order processing: 1-2 business days
- Standard delivery: 3-6 business days
- Express delivery: 1-3 business days
- Personalised items: up to 3 additional business days for processing
Refer to our Shipping and Returns Policy for further information.
Can I track my order?
Yes! We'll email you a tracking number from Australia Post once the order has been processed.
Do you offer free shipping?
We certainly do! We offer free standard shipping for all orders over $99. Otherwise standard shipping is $10.95 for orders under $99.
Express shipping is available at $14.95.
Please refer to our Shipping and Returns Policy for further information.
Can I pick up my order?
We currently do not offer in-store pick up or click & collect. All orders are shipped in line with our Shipping and Returns Policy directly from Melbourne.
Returns and Exchanges
What is your returns and exchange policy?
Refunds, repairs, and replacements are provided for products with a major failure under Australian Consumer Law. This excludes general wear and tear or damage caused due to misuse.
For Change of Mind or Incorrect Sizing, we offer exchanges for another product variation or size, or a credit note to the value of the product returned. The return postage will be at the expense of the customer.
We do not offer returns, exchanges, refunds for change of mind purchases on:
- Customised items; or
- Final Sale products.
Returns must be initiated within 14 days of the date of purchase, and all products must be returned in their original condition, unused, unwashed, and with all tags and packaging intact.
Refer to our Shipping and Returns Policy for further information.
How do I return or exchange a product?
To initiate a return, contact us at hello@shopbigdogenergy.com with your order number, reason for return and desired outcome to obtain a Return Authorisation (RA) number. Once the return is approved by us, package your products with your invoice including your RA number.
Return shipping is covered by us only for major failures under Australian Consumer Law; otherwise for Change of Mind or Incorrect Sizing returns the customer is responsible for all return shipping expenses.
Refer to our Shipping and Returns Policy for further information.
How long do refunds take?
We will notify you once we have received the returned products and will inspect all products before the return is processed. This can take anywhere between 2 - 5 business days. If further information is required you will receive an email from us.
Once the return is approved, your new order will be shipped in line with our Shipping and Returns Policy.
Where you have requested a credit note, this will be issued to your email address on file within the 2 - 5 business days.
Where the product has suffered a major fault under Australian Consumer Law and you wish to be refunded, this will be processed within the 2 - 5 business days and we encourage you to check with your bank on the status of the refund.
What should I do if my order is delayed or missing?
In the rare instance that your order is delayed or missing, please reach out to us as soon as possible at hello@shopbigdogenergy.com so we can do our best to locate your order with Australia Post.
Once the order is with Australia Post, we do not take any responsibility if the package becomes lost or damaged in transit.
Customer support
How should I care for my products?
For all dog accessories, we suggest using a wet wipe in the first instance. For tougher stains or marks (especially if your dog loves to roll in the mud!), we suggest hand washing in cold water with a gentle detergent.
How do I provide feedback or suggestions for your products?
We are always keen to improve our products and service and encourage your feedback! Please reach out to us on Instagram @shopbigdogenergy or via email hello@shopbigdogenergy.com.
How can I contact customer support?
If you need to contact us, please reach out to us on Instagram @shopbigdogenergy or via email hello@shopbigdogenergy.com. We will do you best to get back to you within 24 hours.