FAQ
Frequently Asked Questions (FAQ)
Welcome to the Northstar Hound FAQ page.
We have answered some common questions below to help you understand our shipping, returns, refunds and support process. If you need further assistance, please contact us using the details at the bottom of this page.
Question 1: How long will it take to receive my order?
Answer:
Our estimated delivery timelines are:
-
Handling Time: 1–2 business days
-
Transit Time: 6–8 business days
- Estimated Delivery Time: 7–10 business days
These timeframes are estimates and may vary due to carrier delays or other factors outside our control.
For more details, please review our Shipping Policy:
[Shipping Policy URL]
Question 2: Do you offer free shipping?
Answer:
Yes. We offer free shipping on all orders within Australia.
For more information, please visit our Shipping Policy:
https://northstarhound.com.au/policies/shipping-policy
Question 3: Where is Northstar Hound located?
Answer:
Northstar Hound is a Australian-based online business. We offer a curated selection of products with shipping available within Australia.
Question 4: What if I receive a defective, damaged or incorrect product?
Answer:
If you receive a defective, damaged or incorrect item, please contact us within 30 days of receiving your order.
We may ask you to provide your order number and photos of the issue so we can review it quickly. If approved, we will offer a suitable resolution, such as a replacement or refund, in line with our Return & Refund Policy.
For full details, please see our Return Policy:
https://northstarhound.com.au/policies/refund-policy
Question 5: Can I cancel my order after it has been placed?
Answer:
Yes. You may request to cancel your order within 24 hours of placing it by contacting our support team.
After this timeframe, we cannot guarantee cancellation as your order may already be processed or dispatched.
Question 6: What is your return policy?
Answer:
We offer returns within 30 days from the date your order is delivered, provided the item meets our return conditions.
Items must be unused, in original condition and returned with original packaging, tags and accessories.
Full details can be found here:
https://northstarhound.com.au/policies/refund-policy
Question 7: When will I receive my refund after returning a product?
Answer:
Once your return is received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method. Please allow up to 7 business days for the refund to be initiated. Your bank or payment provider may take additional time to make the funds available.
For more information, please see our Refund Policy:
https://northstarhound.com.au/policies/refund-policy
Question 8: Do you offer warranties or guarantees?
Answer:
We stand by the quality of our products. If your item arrives defective, damaged or incorrect, please contact us within 30 days of delivery so we can assist you.
This does not limit any rights you may have under applicable consumer laws.
For full details, please refer to our Return Policy:
https://northstarhound.com.au/policies/refund-policy
Question 9: How can I contact customer support?
Answer:
You can contact our support team through our Contact Us page or by emailing us directly at:
We aim to respond within 1–2 business days.
Question 10: Do you ship internationally?
Answer:
No. At this time, we only ship within Australia.
Question 11: Do you have a physical store location?
Answer:
No. We are an online-only store. This allows us to offer a wider product selection and a convenient online shopping experience.
Question 12: Can I place a bulk order for my business or organisation?
Answer:
Yes. Bulk orders may be available depending on the product and quantity required.
Please contact our customer support team for pricing and availability.
Question 13: What is the process for exchanging a product?
Answer:
If you would like to request an exchange, please contact us at:
Exchange availability may depend on stock levels and product eligibility.
Full exchange instructions are outlined in our Return Policy:
https://northstarhound.com.au/policies/refund-policy
Question 14: How can I track my order?
Answer:
Once your order has been dispatched, you will receive a shipping confirmation email with tracking details, where available.
You can also track your order here:
https://northstarhound.com.au/apps/trackyourorder
Please allow up to 24–48 hours for tracking information to update after dispatch.
Fraud Prevention
To protect our customers and business, Northstar Hound reserves the right to review, hold, cancel or refuse any order that appears suspicious, fraudulent or unauthorised.
Additional verification may be requested for high-value or flagged transactions.
If you experience any payment or order issues, please contact us first at:
Contact Information
Store Name: Northstar Hound
Address: 6 St Agnes Way, Blair Athol NSW 2560, Australia
Email: info@northstarhound.com.au
Phone: +61272595988
Customer Service Hours:
Monday to Friday: 9:00 AM – 5:00 PM (AEST/AEDT)
Response Time:
We aim to respond to customer enquiries within 1–2 business days.