SHIPPING & DELIVERY
We currently ship to:
Australia & New Zealand.
Want shipping elsewhere? Get in touch via our contact form - we’d love to see if we can make it happen!
Once we receive your order, it’s processed by our distribution team (aka our team of one!).
Processing takes up to 24 hours (Monday – Friday). Orders placed after 12 PM (EST)
will be processed the next business day*.
Once your order is dispatched, we’ll send you an email with your tracking number.
* During busy times (like sales or promotions), it may take an extra couple of days - thanks for your patience!
Once your order is dispatched, you’ll receive an email with a tracking link - so you can keep an eye on its journey to you.
If your parcel hasn’t arrived as expected, check your tracking link in the confirmation email first. If you still need help, contact the shipping company directly.
Important: If your order is returned to us because it wasn’t collected, we’re unable to resend it free of charge outside of New Zealand.
We offer standard shipping rates for each country as follows:
- Australia AUD8.50
- New Zealand NZD8.50
If you just can't wait & would like SUGAR to Express Post your product please contact us.
We’ve got you covered! 🙌 For orders shipping to Australia & New Zealand, Sugar covers all duties, customs & tariffs*
PRODUCT & PACKAGING
Yes, our products are safe for all dog breeds & dogs from 12 weeks of age onwards.
Yes all our products are globally certified natural via Biorius. Our natural, high performing plant based native ingredients are sourced locally from New Zealand & around the world.
Louie & his friends are involved in the controlled development process for each product. Each dog & their owner are given sample products with feedback forms to measure performance, smell, texture, format & ease of use.
Yes – each product’s expiry date is listed below:
- POPCORN Scent, Batch #1: 1 February 2028.
- Face & Fur Cleanser Mist, Batch #1: 1 June 2028.
Away from direct sunlight & in a dry environment.
Please go to our sustainability page for information on how to dispose of your products packaging.
RETURNS & REFUNDS
Sugar accepts returns if you’ve changed your mind about a product purchased through our online store. To qualify for a return, you must meet the following conditions:
- The item was purchased from the Sugar online store within the last 30 days.
- Proof of purchase must be provided.
- The item is in its original purchase condition. Packaging must be unopened, unused and unmarked. We do not accept returns for products that have been opened. The only exception to this is if the product has been deemed faulty.
- The shipping costs associated with the return of the product is the responsibility of the customer & will not be covered by Sugar. The only exception to this is if the product has been deemed faulty.
Please contact us directly and we will provide details of how to return the product.
Once Sugar has received your returned product, the refund transaction will be processed within 24 hours & you will be notified once this is done.
Please contact us immediately if your product is damaged or faulty so we can make things right for you!
ORDER & PAYMENT
Yes! You have up to 4 hours from receiving your Sugar order confirmation to make
changes or cancel your order. This includes:
✔ Updating your shipping address
✔ Adding or removing items
✔ Cancelling your order
- Shopify Pay
- Visa
- Apple Pay
- G Pay
- AMEX
- PayPal
- Diners
- Union Pay