Frequently Asked Questions

Shipping & Delivery

Where do you ship? We currently ship to Australia and New Zealand only, using Australia Post.

How long does shipping take? We process and dispatch orders within 5 business days from our location in Queensland. Standard shipping within Australia takes up to 10 business days; express takes around 3 business days. New Zealand delivery times vary depending on location and customs processing.

How much does shipping cost? Standard shipping within Australia is $13.00, and express is $18.00. Shipping to New Zealand is calculated at checkout.

Can I track my order? Yes, once your order ships, you'll receive a tracking number by email.

What is "Authority to Leave" (ATL)? If you select ATL at checkout, your parcel can be left unattended at your address without a signature. Once the carrier marks it as delivered, responsibility for the parcel transfers to you so we're not able to replace or refund parcels that go missing after an ATL delivery.

My order hasn't arrived / tracking looks stuck - what do I do? First check your tracking details and contact Australia Post directly. If they confirm it's lost in transit (and your address was correct), reach out to us at hello@thedogfluence.com and we'll sort out a remedy in line with Australian Consumer Law.

Returns & Exchanges

What's your return policy? We accept returns within 14 days of receiving your order. Items must be unworn, unused, with tags attached, and in original packaging, along with proof of purchase.

How do I start a return? Email us at hello@thedogfluence.com to request a return. Please don't send items back without requesting a return first, they won't be accepted.

Can I exchange an item instead of returning it? The easiest way is to return your original item for a refund, then place a new order for what you'd like instead, that way you're not waiting on stock to move between orders.

What can't be returned? Sale items and gift cards aren't eligible for return.

My item arrived damaged or faulty - what now? Inspect your order as soon as it arrives and email us straight away at hello@thedogfluence.com with photos. We'll sort it out.

When will I get my refund? Once your return is received and approved, refunds are processed within 10 business days to your original payment method. Bank processing times can add a few extra days on top of that.

Product Care & Materials

What is the Adventure Pouch made from? The original Adventure Pouch is made from durable, water-resistant 3mm perforated neoprene and is lightweight, flexible, and easy to wipe down or wash. The Next Gen Adventure Pouch is made from Ecopak EPX200, a genuinely waterproof, abrasion-resistant technical fabric built from recycled plastic bottles (roughly 20 bottles per yard). It's about 10% lighter than traditional nylon, has a 70d ripstop backing for extra tear strength, and holds up well to trail wear and tear, all while being a more sustainable choice than synthetic fabrics.

How do I clean my Adventure Pouch? Machine wash cold using the provided laundry bag, then lay flat to dry. Don't bleach, tumble dry, or iron it.

Is the Adventure Pouch waterproof? The original neoprene version is water-resistant rather than fully waterproof and it'll handle rain, splashes, and muddy trails well, but isn't designed for submersion. The Next Gen Ecopak EPX200 version is waterproof thanks to its laminated film construction, however, we do not recommend fully submersing 

Can I attach my dog's leash to the pouch? On the original Adventure Pouch, there's a dedicated O-ring for attaching your leash. The Next Gen Adventure Pouch's attachment point is built to handle a certain amount of load-bearing, so it offers more flexibility here than the original. Whichever pouch you're using, we always recommend your dog has good leash manners and is under your control before attaching their leash to it.

Is the Adventure Pouch a harness or safety device? No. It's designed to carry personal and dog-related items only. It's not a restraint or load-bearing device, and your dog should always be supervised and under control while using it.

Ordering & Payment

What payment methods do you accept? [List your accepted payment methods here, e.g. major credit cards, Shop Pay, PayPal, Afterpay]

Can I change or cancel my order after placing it? Email us as soon as possible at hello@thedogfluence.com. We process orders quickly, so the sooner you reach out, the better chance we have of catching it before it ships.

Do you offer gift cards? Not currently.

About The Dogfluence

Who's behind The Dogfluence? The Dogfluence was founded by Kayla, a lifelong animal lover and dog mum to an Australian Shepherd named Biggie. Every product is designed to make life easier for dog parents who love adventuring with their pups.

Is The Dogfluence an Australian business? Yes, we're based in Queensland, Australia, and currently ship to Australia and New Zealand.

Do you have an ambassador or affiliate program? Yes! If you love adventuring with your dog and want to represent The Dogfluence, check out our Ambassador Program. We're currently open to Australia and New Zealand residents.

Do you offer wholesale or stockist opportunities? Yes! Please email us at hello@thedogfluence.com to discuss wholesale or stockist opportunities.