COURSES AND DIGITAL PRODUCTS
We offer instant digital access to our online courses. Once you payment is processed you receive an email with login and password to access the members area and start accessing the course content including videos and written content.
PHYSICAL PRODUCTS
Please Note: Due to the disruptions caused by the COVID-19 pandemic there may be delays in shipping, but please know we will get your order out to you as soon as possible.
We offer trackable shipping worldwide and each package is estimated to arrive between 8-14 business days worldwide after your order is shipped. The time taken is usually shorter, but we do not have control over customs and are therefore not able to be responsible for delays that may occur. Tracking information will be made available to you as soon as it is made available to us.
Important note: Please note that all estimated shipping times stated are based on normal conditions. Every once in a while, we do experience heavy international shipping volumes, especially during the holiday seasons, especially in November and December. Also, do note that customs in some countries do take longer times to clear and scan incoming packages, which explains the difference in the estimated shipping times stated above.
Unfortunately, we are unable to control shipping times and any unexpected delays that may occur en-route and we seek your understanding and patience should this occur.
Please be advised that delivery is not handled by us, we cannot accommodate requests for delivery to be made at a particular time nor are we able to determine the day and/or time of delivery.
We definitely will deliver your order in time under normal circumstances. While, shipping delays may occur due to holidays, natural disasters, pandemics, or other circumstances out of our control. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times.
Order Processing times:
Please note that Order processing time must be added on to shipping times, to get the total time taken for you to receive an order upon placing it. Order processing time is between 2-4 business days and is used to check your order for quality assurance, packing, printing of shipping labels, and forwarding it to our shipping company for dispatch.
Order cancellations and modifications
All order cancellations or modifications must be done within 6 hours of placing the order.
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.
Any cancellation made after an order has been placed will be subject to a cancellation fee of US$3.85 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
Please note that any orders that have already been packed or shipped cannot be canceled or modified.
Orders that are unable to be delivered
All packages that are refused, unclaimed from the local post office, undeliverable as addressed because you input the wrong name or address or telephone number when you placed your order, will not be our responsibility. However, please note:
Wrong Address: Whilst it is the responsibility of you, the customer to give the correct address at time of order we understand mistakes happen. If for any reason a customer places the wrong address and the item is not delivered, you may request a change of delivery address and it will be redelivered, if the change in the address is give to Thrive Dogs within 10 days of failed delivery.
We reserve the right to charge an additional fee for this re-delivery.So please do remember to check your address carefully when you place an order 🙂
If you have entered the incorrect delivery address, and do not contact us, you cannot be refunded or receive a store credit.
Separate packages
If your received package seems to be missing any items, please do not worry! We do ship orders in multiple/separate packages every now and then, due to weight restrictions and also to facilitate faster shipping once an item is located in our warehouse. Simply drop us an email at contact@thrivedogs.com and we’ll take care of it right away. 🙂
Order Tracking
Once your order ships out and our database updated with your online tracking number, we’ll send you an email with the online tracking information which you can use to track your package. If 6 business days have passed and you still have not received this email from us, simply drop us an email at contact@thrivedogs.com and we’ll check it out for you right away.
Please note: 95% of our products will be sent internationally, so the tracking number will be limited in regards to information until it reaches your country.
Once it reaches your country the package will be handed over to your local delivery service e.g. USPS, Canada post or Royal Mail, the local website will update with an estimated delivery day.
Orders that have been “Returned to Sender”
All customers are responsible for providing an accurate shipping address and monitoring their order(s) while in transit as important updates are often added to the tracking information.
All customers must check the estimated shipping times and monitor their order while in transit.
Customer must monitor their order while in transit as important updates are often added to the tracking information.
ThriveDogs.com is not responsible for packages delivered to the correct shipping address listed on the order page but the customer fails to accept the package or pick the package up from the local post office. With that, no refunds, credits or replacements will be issued in these situations.