Shipping & Returns
At Arktos Supplier, we want your experience with us to be a pleasant one and if for some reason things don't go quite to plan, we will work with you to resolve the issue!
Arktos Suppliers have accounts with several major freight companies. Where possible we aim for lowest over all environmental impact (carbon neutral carriers, compostable mailers, carbon neutral investors) while keeping timing to you to a minimum. We will arrange freight depending on the size, weight and Dangerous Good (DG) classification of your order.
However, depending on which warehouse your purchases are located, they may arrive in separate orders and at different dates - this does NOT incur any additional costs to you, the customer.
Freight will be calculated prior to your order being finalised, and is calculated automatically based on the weight and volume of your order.
You can calculate the estimated freight cost in your Shopping cart once items have been added if you wish to see the cost prior to finalising at checkout.
Please check your shipping address is correct. Returned orders due to incorrect addresses provided will incur a re-delivery charge to re-ship the order.
PLEASE NOTE: The our estimated shipping time-frames are based on 'normal' circumstances, however, due to COVID-19, border closures, and the inundation of online orders that people are placing due to isolation, Australia Post and many other couriers are sorting through a much higher number of parcels than normal, and as a result, shipments Australia-wide are heavily delayed. Please do allow extra time for your parcels to arrive while our postal services navigate through this. We appreciate your patience and understanding during this time.
Returns Terms & Conditions
We accept change of mind returns for up to 30 days from purchase, providing it is unopened and in original condition (including packaging). For these purchases you can return your order for exchange (of equal value) or store credit.
You can return your order for a refund if the item is faulty (which will be followed up with the manufacturer), not fit for the intended purpose or not as pictured on the website. Items returned after 30 days may not qualify for a refund, or may incur an extra restocking fee.
The customer is responsible for the cost of an item's return, unless there was an error on our behalf. Due to the nature of couriers, it may cost more to send an item back to us than us shipping it out to you.
An Arktos Suppliers representative must be contacted before returning goods. We can only offer refunds when we have arranged pickup and return.
We cannot offer refunds or exchanges on food, treats and not limited to any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.
Damaged Or Faulty Items
If you received a damaged shipment or product, please email photos of the damaged item to firstname.lastname@example.org, include the name of the item, your invoice number and name. This may either be covered by the manufacturer or our courier/postal service.
Please note: We cannot issue credits or refunds unless you have first spoken to an Arktos Supplier representative, as we need process if the item is covered by manufacturer warranty, as well as issue a return number and address.