Our Policies

Customer service is important to us. We want your shopping experience to be fast, friendly and most importantly secure.
Our on-line shop front is operated by Puppia.

Privacy Policy

Puppia is dedicated to keeping your details private. Any information, we collect in relation to you, is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone. We use this information to identify your orders, provide you with our monthly newsletter (if applicable) and to personalize your shopping experience with us; that's all.
Puppia uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart. Cookies sent to your computer from Puppia only last while you’re browsing our website. We do not store persistent cookies on your computer. Cookies also allow us to give you a more personalized shopping experience by displaying products that interest you throughout our product pages, thus providing you with a more friendly, interesting and enjoyable shopping experience.

Security Policy

When purchasing from Puppia your financial details are passed through our secure server using the latest 128-bit SSL (secure sockets layer) encryption technology and it is again encrypted using encryption algorithm which is at least 64-bit. 128-bit SSL encryption is approximated to take at least one trillion, trillion years to break.
If you have any questions regarding our privacy policy, please contact our customer support centre info@puppia.com.au

Pricing Policy

Puppia pricing is carefully monitored by our staff to provide our customers with the latest, competitive prices. All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax) as of 1st July 2000. Product prices are updated by our in house purchasing system when price changes are received from our suppliers.
Warranty & Returns Policy

Our returns and warranty policy is listed below. Please read this carefully before purchasing from Puppia.

Returning Product for Service or Replacement

• All costs incurred in returning the product to us for repair, replacement or credit are your responsibility.
• Warranty on all equipment will be the manufacturers warranty and at the manufacturers discretion.
• It is your responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. You must not write on or attach labels to the product being returned.
• We accept no responsibility for goods lost in transit. It is your responsibility to insure them.
• We will not accept goods sent to us as receiver pays or without a clearly marked RA number.

Returning Product for Credit

• Products are non-refundable once opened.
• Please check the specifications and compatibility of the goods being ordered to ensure they are what you require as we do not supply goods on a trial basis.
• We are happy to advise on the compatibility or suitability of the equipment being purchased. We cannot, however, guarantee that it will work in your system and we take no responsibility that it will meet your requirements.
• We do not refund or credit for incorrect choice.
• Items that are being returned for credit MUST be unopened in their original undamaged/unmarked packaging, and will incur a restocking fee of a minimum of 10%. NO credit is available for any freight paid.
• No goods will be accepted for refund or credit after 7 days from the date of invoice.

• We reserve the right to refuse any returns that: -
• are incomplete or missing parts; or
• are not returned in their original packaging,
• show signs of physical damage to the product or its packaging.
• do not include a valid Return Authorisation Number on the shipping label.
• have an expired Return Authorisation Number.
• If you receive a product that appears to have been "Damaged in Transit" - that is, damaged in transit from us to you - you should:-
• refuse to accept delivery of the product,
• direct the courier to "Return goods to sender" and
• notify our Customer Service staff immediately
• Events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return or warranty repair or replacement.

Delivery Policy

We dispatch orders with Courier’s Please, Fastway Couriers, and Express Post.  Our delivery charges to metro areas are as follows:

Orders to fit in 3kg or 5kg Courier Satchel                  $10.00 per satchel
Orders to fit in 1 carton 25m3 via Couriers                  $25.00 per box

Delivery time is between 4 – 10 business days depending on stock availability & store destination.  At the time of order our staff will notify your store and advise the scheduled delivery time.

If any of your requested items are unavailable at the time of order, a member of our staff will notify your store (our customer) with this information within 2 days of your order, and before your order is despatched.