Brown Dogs

Commonly Asked Questions

The Info You’re After

Need assistance? Before picking up the phone, check out our answers to some of the most frequently asked questions below. If you can’t find the answer to your question here, get in touch with us.

 

Grooming

What time should I drop off my fur baby for grooming?

Drop off time on the day of their appointment.

  • Tuesday to Friday: 8-10AM and pick-up anytime before 6PM once you receive a SMS.

  • Saturday to Sunday: 9-11AM and pick-up anytime before 4PM once you receive a SMS.

Will you decline to groom my Dog?

Yes, we reserve the right to decline providing services should the situation be assessed as dangerous to the Pet or the Groomer. In situations where the Owner is unreasonable or abusive/rude, we may also decline to groom your dog.

When can I start to groom my dog?
 

We encourage introducing grooming during puppy hood however all dogs must finish the necessary vaccines before coming. This is to protect your own dog. We will not be responsible if your pet catches a virus due to in-sufficient or not up-to-date vaccinations.

Why do you charge more for a senior / aggressive / matted dog?
 

Each grooming session is allocated a time frame, the number of dogs a Groomer can groom a day is limited. If your dog requires more time, it will only be fair to charge accordingly.

Do you offer gift cards?

Yes we do. You can either buy a gift card for a special breed and grooming service or a gift card for in-store items only.

What are the payment options?

We keep your payment information secure. Either online shops or in-store, we never receive your credit card information. We accept:

  • Cash payment

  • Credit and Debit card payments

  • Gift card, Store Credit, and Discount

What about shipping?

What is your return policy?

Local pickup

In-store pickup is available

  • Tuesday-Friday: 8 AM - 6 PM

  • Weekend: 9 AM - 4 PM


Processing time

Please allow 1-2 days for your order to be processed for shipping. We make every effort to fulfill orders as soon as possible.

Personalized (custom) order takes 6-8 weeks to create and deliver because they are Made-To-Order.

Shipping time

Shipping time depends on your location. If you are down the street from us to Queanbeyan we will contact you to deliver on the next day but do not guarantee.

We use Australian Post, estimated delivery times:

Australia : 3 - 5 business days

International: 2 - 4 weeks

I gladly accept returns and exchanges

Contact me within 14 days of delivery

Dispatch items back within: 30 days of delivery

I don't accept cancellations

But please contact me if you have any problems with your order.

The following items can't be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

  • Custom or personalized orders

  • Intimate items (for health/hygiene reasons)

  • Items on sale

 

Conditions of return

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.