Frequently Asked Questions

If you cannot find the answer to your question, please, contact us and we will be happy to help.

 

 

 

 

OUR BUSINESS

 

 

Who's Elitehound Australia and how big is your brand?

It is fair to mention that we are working in the Greyhound industry because we love Greyhounds. We couldn't have imagined ourselves working in any other industry. In fact, as Hound owners ourselves, we understand how necessary it is to help Hounds and animals in general, to be respected, loved, and protected. In 2014, we realised that, as customers, we couldn't find Greyhound coats that could actually meet our requirements: we were not satisfied with the existing supply of Greyhound Garments, in terms of style and the quality of the products that were offered.

Having this in mind, and also after a long period of research and understanding of the process of creating a high-quality coat, we started designing our own collection. To be honest, from the moment we decided something needed to be done, to the point when we actually started to be completely involved in this journey, everything happened quite rapidly. We knew what we wanted and what needed to be done.

 

Our close understanding of Greyhounds, made us love this breed even more whilst studying their ergonomy, mobility and behaviour. We got into the business because we have a lot to offer. This allowed us to create products that are relevant as well as stand out from the crowd.

You may think that we are a large company but we are actually a small online boutique that started selling our first worldwide collection in 2017 and we are based in Melbourne, Australia. After the interesting and challenging process of creating our own brand, Elitehound Australia rapidly became a solid brand in the pet industry. We aim to earn our customers' trust by the quality of our products, our dedicated customer service and our transparent philosophy, but also because we really care about the animal fair. We encourage you to adopt instead of buying an animal.

 

Our team and our loved customers are like a family. We all care about the same things and we all try to make a difference in our own way. Elitehound Australia would not be what it is today without your support but, most importantly, our pets wouldn't have the amazing life they have if people such as yourself didn't care so much for them and gave them a lovely home. So thank you so much for your amazing work and support. We look forward to constantly evolve and grow as a brand. We want to help Greyhound owners keep their hounds comfortably warm and protected from unpredictable weather conditions while looking elegant. We only use the best quality fabrics and materials for our creations to be sure that we provide outstanding, quality, warm and comfy coats. Elitehound Australia is not only designed for Greyhounds. other dogs with a similar frame will also fit into our coats.

 

 

What inspires Elitehound Australia?

Everything is susceptible to be the focus of our inspiration. Elegance, simplicity as well as functionality, play a key role when designing our garments. The eternal classics of elegance and the golden rules of fashion, as well as its history, are definitely some of our core points of briefing and brainstorming when starting a new collection. It could be the simplest idea or the most ethereal concept. Elitehound Australia is open to being inspired by everything. Inspiration also comes from the necessity of covering our customer needs. At the end of the day, we create pieces that will resonate to our clients' pets and their everyday living. Therefore, we listen to our customers very carefully.

Are your coats only for Greyhounds?

No way! If your dog fits into our measurements, you can definitely purchase our coats. You only need to make sure that the measurements are suitable for your dog. If you have any questions, please, do not hesitate in contacting us. We will happily help you.

Contact with our Customer Service Team: 
03 9981 0070 for national enquiries (international customers +61 3 9981 0070) or by email: team@elitehound.com.au.

 

 

 

 

 

ORDERS

 

 

How can I check the current status of my order?

Once your order has been placed and paid, Elitehound Australia will provide you with a tracking number so you can keep up-to-date with the status of your parcel. You can also contact us on 03 9981 0070 from within Australia, or +61 3 9981 0070 for international customers, if you'd like Elitehound to check the status of your order for you. As shipping is unpredictable, and many circumstances can occur, your parcel could take a bit longer to reach its destination. 

 

*Please note we cannot provide you with the exact time your parcel will be delivered as the shipping company we use is independent of us and we do not decide the route your parcel will take, its timing or logistics. However, you can obtain the status of your delivery with your parcel tracking number to obtain an estimated time of arrival.

 

 

Can I purchase from a physical store?

At this stage, we are an online boutique store only. We aim to keep our products exclusive and formatted in seasonal small collections. Our designs are exclusively accessible online through our website.

 

 

What types of hounds will the coats suit?

Our coats are suitable for: 

  • Greyhounds

  • American English Coonhounds

  • Afghan Hounds

  • Azawakhs

  • Ibizan Hounds

  • And other hounds or dogs with a similar build.

  • Great Danes

 

*If in doubt as to whether our coats will fit your dog, feel free to send your dog's measurements and we will happily advise.

How do I cancel my order?

When an order has been placed, it cannot usually be cancelled. We dispatch our orders very quickly! If you believe that you have placed an order in error, please, contact our Customer Service Team on 03 9981 0070 as soon as possible (international customers +61 3 9981 0070) or by email to team@elitehound.com.au.

 

 

Who can I contact regarding an order or delivery problem?

If you need any help, please, do not hesitate in contacting our friendly team via email at team@elitehound.com.au or by phone. Our team at Elitehound Australia will do its best to help you with your enquiry. If you have purchased an item from a Country with a different time-zone, we strongly recommend you contact us by email as you will find yourself calling after standard Australian business hours. We will then contact you as soon as possible to discuss your options.

 

 

 

 

 

DELIVERIES

 

 

How much will delivery and handling cost?

The cost of delivery will depend on your order type.

  • AUSTRALIAN STANDARD SHIPPING is AUD $9.

  • AUSTRALIAN EXPRESS SHIPPING is AUD $15.

  • INTERNATIONAL STANDARD SHIPPING is AUD $20. 

  • INTERNATIONAL EXPRESS SHIPPING is AUD $45.

 

 

Where can Elitehound deliver to?

We deliver Australia-wide. We also deliver to New Zealand, all European countries, Asia, Canada, and America. If you are not in any of the mentioned countries, please, contact us by email to discuss your options, as we may still be able to deliver to you.

 

 

What happens if I have provided incorrect delivery details?

It is your full responsibility to provide the correct details of delivery as well as any details you provide to us. If you have given the wrong address or contact details, Elitehound is not responsible for the loss or misplacement of any of your sent items as well as any problems caused by the incorrect information which you have provided to us. We want you to have an incredible experience when buying from Elitehound Australia, so please, ensure all your details are correct when making your purchase.

 

 

Will I have to pay any taxes or duties for my order/delivery?

International orders can incur taxes and duties as determined by the Customs agency within the destination country. Although this doesn't always happen, assessment of duties and taxes will be based upon the value of the order and the Tax-free threshold (if applicable) for goods imported into the destination country. Payment of such taxes/duties is the responsibility of the recipient. This will occasionally be listed as an 'Additional Postage Fee', more information can be obtained by contacting your local customs office.

 

 

How long will delivery generally take?

  • For AUSTRALIAN STANDARD DELIVERYplease, allow from 3 to 7 business days for your parcel to be delivered.

  • For AUSTRALIAN EXPRESS DELIVERY: please, allow from 1 to 3 business days for your parcel to be delivered.

  • For INTERNATIONAL STANDARD DELIVERY: please, allow from 10 to 30 days for your parcel to be delivered.

  • For INTERNATIONAL EXPRESS DELIVERY: please, allow from 3 to 15 days for your parcel to be delivered.

 

*The delivery time will depend on different factors: Your country's location, the shipping company's logistics, customs, weather conditions and other unexpected factors. For this reason, we encourage you to allow a few more days from the standard times given.

 

 

Can I have the items delivered the same day?

As we operate through Australia Post and they don't have "same-day delivery", unfortunately, we do not offer this option. Have in mind that the post/shipping system can be extremely busy during certain times of the year (eg. Christmas) so we recommend ordering your items well in advance to avoid any issues.

 

 

Do I have to wait at home all day to receive my order?

For a successful delivery, it is better that you personally accept and sign the goods because your signature is required on collection. If you are not available at the time of delivery, the courier will leave a card advising where you can collect your item/s (usually a local post office). If this happens, please, ensure you have your photo ID handy along with the mentioned card, to be able to collect your parcel.

 

 

Can I agree on a different delivery date?

Unfortunately, we cannot deliver your order at a pre-determined date. As soon as an order is placed, we will deliver it to you as soon as possible. If no one is at the delivery address to collect the order, the delivery person will leave a card with details of a collection point.

 

 

Is a receipt provided with my order?

Yes, absolutely. When you purchase any item(s) from www.elitehound.com.au, you will be emailed a receipt. If, for any reason, this has not been provided, please, contact us and request a copy. Our team will be in contact as soon as possible to solve the issue.

 

 

What should I do if I have some feedback?

Your feedback helps us improve our customer service and also provide products that are more relevant to your expectations. Feel free to contact our team with your suggestions, comments or feedback at:

 

 

 

 

RETURNS

 

 

What are the conditions for returning goods?

  •  You may return goods for a replacement, credit or full refund if you've changed your mind about the product you purchased from us within 21 days. Once the period has passed, we will not accept any change of mind returns and we will not refund or exchange the goods.

  • When you return an item to Elitehound, this MUST be in its original condition, the same way you received it: unused, with the tag attached and no alterations or damage. Damaged, used, or deteriorated goods will not be replaced or refunded.

  • If these requirements are not satisfied, Elitehound reserves the right not to offer an exchange or refund for change of mind returns.

  • If you are returning your goods due to change of mind, you will need to cover the shipping fees.

  • If you return any item(s) and we notice any form of damage or alterations to the product, Elitehound can automatically deny any refund or exchange of the returned goods.

  • Please, ensure your return package has a tracking number to ensure your parcel arrives.

  • Elitehound reserves the right to modify, change or update these conditions at any time and without prior notice.

 

*We encourage you to measure your pet and check the dimensions of the coat you are going to purchase and compare them as per our size guide section on our website. This will ensure you are going to have the right fit for your pooch and ultimately increasing the chances of a successful purchase. We understand it is really disappointing for you to get an item that doesn't fit your pet's needs, for this reason, we believe it is important to take a bit of time, prior to the purchase, to ensure that the garment will be a suitable fit.

 

 

How do I return something I've ordered?

Please, email us at team@elitehound.com.au with the details of your return. Elitehound will come back to you within 24 hours to discuss your options and provide the best solution to your specific case. Please, be aware that any item(s) purchased from elitehound.com.au is your responsibility until it reaches us. For your own protection, we strongly recommend that you send the parcel using a delivery service that insures you for the value of the goods. When returning an item, it is your full responsibility to cover the cost of the return shipping. If we do not receive the item(s), we are not subject to provide refunds or replacements of any kind. We do not accept returns if the items are damaged.

 

 

 

 

 

WEBSITE

 

Whom can I contact if I am having technical difficulties with the website?

Before you contact our web department, please try the following:

  • Close and re-open our website.

  • If the problem persists, please restart your computer.

  • We recommend using the latest version of the following browsers: Edge, Internet Explorer, Safari, Chrome or Firefox.

  • If any of the above methods do not solve the problem, please contact customer service on 03 9981 0070 (+61 3 9981070) or via the contact form if you are still experiencing any technical difficulties. 

 

 

What happens to my order if my Internet connection is accidentally disconnected?

If your browser accepts cookies, your items may still be available in your shopping cart when you return to the website. The cookies will store your basket items on your computer which saves you from adding them back into your cart. If you are unsure if your item has been accepted and charged, please check your email for an order confirmation.

 

If you cannot see the confirmation email in your inbox, please, check your junk or spam folder. If you do not have an email within 30 minutes, it means we have not received your order and you have not been charged. Make sure you contact us if you have any concerns regarding your order.

 

 

What are "cookies"?

Cookies are small data files. Our website uses cookies for the purpose of providing you with a smooth shopping experience, such as saving items in your shopping basket if you leave the site before checking out.

This does not give us any control over your computer.

 

 

Can I use elitehound.com.au securely?

We maintain strict measures to only allow authorised individuals access to their personal information.

Our website is an SSL secured site. If you believe that someone has improperly used personally identifiable information about you or has made purchases that you did not authorise, please contact us immediately.

 

 

How does Elitehound use my personal data?

We may use your personal information when authorised credit card transactions are placed, to market our goods and services and to receive payments. However, we will never provide any of your information to third parties. All information you provide to us is the same information you choose to share with others. We will securely protect all the information you have provided to us and use it only in terms to deliver the items you buy at elitehound.com.au and to arrange your payments with us.

 

 

 

 

 

PAYMENT OPTIONS

 

 

Can I pay for my products in instalments?

Elitehound does not offer this service. Payments will be debited from your credit card or debit card in a single payment and this will cover the whole amount of the item/s and the cost of shipping, if applicable.

 

 

When will my credit card or debit card be charged?

After placing your order, a charge will immediately be billed to your card, it may take 24 to 48 hours to appear, depending on your bank.

 

 

What types of cards do you accept?

We accept AMEX, Visa, Mastercard credit or debit cards. 

 

 

What if I don't have a credit card or debit card?

At this stage, we only accept debit card and credit cards with the Visa, MasterCard and AMEX brands.

 

 

Can I pay cash on delivery?

Elitehound does not accept cash on delivery (COD). 

 

 

Are there any additional fees and charges?

At Elitehound you will not incur any additional fees aside from postage, if applicable.

 

We do NOT charge for:

  • the use of credit cards

  • large, bulky or heavy items

  • special orders

  • administration fees

 

*Any delivery charge, if applicable, will be calculated at the time of checkout. For more information please do not hesitate in contacting us.

 

 

 

 

OUR PRODUCTS

 

Who designs the Elitehound products?

Our team of creative designers based in Melbourne, Australia, design our exclusive products/collections and ensure each item meets our brand's standards. We source the best and most durable fabrics and use traditional techniques to create our exclusive designs. We refresh our creativity every season, so you will always see new and exclusive designs in our store. 

 

 

I previously saw an item I loved and I haven't seen this again. What can I do?

Our brand creates exclusive and limited edition products. Our best advice to you is to get the products you love when you see them in stock because we normally don't repeat designs. Our designers create a new collection every season containing unique pieces. Although you may see a similar version in the future, designs are unique pieces. This makes Elitehound the exclusive brand we are and will make your dog stand out from the crowd.

 

 

Can you alter any of the clothing items I have purchased from Elitehound?

Unfortunately not. We encourage you to measure your dog to ensure all items you purchase from us will fit your furry friend. :)

If you are unsure whether an item will fit your dog, you can contact us and we will kindly help you find the best option for your needs.

 

 

Do our products need any special care?

As a fashion company, we recommend you follow our care instructions found on the label attached to the coat. You will also find this information on our website or alternatively, you can contact us for any further questions you may have. If any of our items have not been taken care of as per our care instruction labels, we will not be responsible for any damage or alteration from its original form, and for this reason, we will not be obliged to refund or exchange your damaged goods.

 

 

I bought an item that I love and I would like to buy it again, is that possible?

Elitehound creates unique pieces and we design them for a particular season. This means that we have a limited number of units available for each design. If the product is still on our website, it means you can still purchase it. However, if we are out of stock for that item, you won't be able to purchase it again. We encourage our customers to buy more than one coat if they like a particular design. Elitehound is an online boutique company and aims to be exclusive and constantly evolving. New designs will come and we will be setting the trends in the Greyhound coat industry. Be quick! Our designs are really popular and they won't last long as they are in high demand.

 

 

Can I expect to see discounts on your online store?

Yes. Let us explain what kind of items will be on sale first. Because our designs are exclusive and limited, you won't see "fire sales". However, from time to time we like to thank our customers for their loyalty by providing discounts. Any design may be selected to go on sale.

 

Sometimes, promotional codes must be added to the shopping bag before checking out:

 

1  Visit the shopping bag page by clicking on your shopping bag on the top right of the page.

2  At the bottom of the page, click "Apply Coupon"

3  Enter your code into the field.

4  Click "Apply"

 

*Discount codes cannot be applied retrospectively, for example, after an order has been confirmed.

 

 

Why do you have a limited number of items in your store?

As you know, Elitehound is an online boutique store. We create collections and limited edition products only. We do not sell any other products that are not designed by Elitehound.

 

As an exclusive brand, we do not mass-produce. For this reason, you will only find exclusive items and collections that have been designed for that season or year. Designing takes time, talent and effort. We prefer to offer a limited number of items per collection, knowing that each one of them has been created with love and care. We focus on greatness, not on quantity.

 

 

I bought a product from Elitehound and I would like to share my opinion.

Yes, please! We encourage you to share your thoughts with us. This way, we can improve our brand and provide products that are more relevant to you and your needs as a dog owner. In fact, we would love you to send pictures and videos of your pets wearing our products! You can also use #goelitehound on social media to help spread the love. We want to take advantage of this opportunity to thank you for your support and loyalty.

 

 

How do you calculate the price of your products?

At Elitehound Australia, we aim to deliver a pricing scheme that appeals to the buyer who likes to purchase and enjoys a piece of designer clothing (or two). We aim to sell our products to people that are proud of our work and purchase our items with proud and knowing that, that extra mile on price, is totally worth their money. 

 

This is the main reason we started in the business industry, to be able to provide designer products that are special and let the quality speaks for itself. We understand that other companies may have other priorities, and that's completely fine with us, but Elitehound Australia, as a principal, cannot compromise on quality.

 

We started with strong beliefs to create quality garments. Our fabrics and materials are not cheap, and we source them from providers we trust. We promote fair work conditions and a lot of time is involved in creating each of our products. They are unique pieces that our designers create specifically for each of our new Collections. Our pricing is the lowest it can be to warrant the quality and integrity of our brand. When you purchase one or more of our products, you can be sure that they have been designed and created by a team of professionals that love what they do and will work restlessly to ensure you are getting great value for your money. We live in a world where more is more. At Elitehound Australia, We believe that it is important we change this way of thinking towards a more sustainable and responsible approach. Where quality over quantity matters. We believe that having fewer items but are more meaningful to you is the way to go.

 

 

Why don't you use real fleece or genuine animal' skin or materials?

Elitehound Australia is a brand that prides itself on animal welfare. We are against animal cruelty, trafficking or any other mistreatment or usage of animals. Our standards are set to ensure no animals are harmed while making our Greyhound coats, but also, we encourage everyone to respect and love animals in general. For this reason, you will never find any of our collections contain any elements from animal origin. Your choices shape the world we live in, so please, do not shop for animals, adopt them instead, make responsible decisions that respect nature and its living creatures. You have a lot of options to make things right. Elitehound Australia will always look for alternatives to bring the best dog coats in the market, from a fair source and with solid values.

Are any of your coats rainproof?

This collection does not contain any raincoats. The current collection has focused on winter coats. We wanted to work on breathability, warmth and style. However, we do not discard to bring that option to the market in our future collections. In fact, we have many ideas and concepts that we want to turn into reality, so, stay tuned. Elitehound Australia is listening very carefully to create coats that are relevant to your needs.

 

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