FAQs
Hey there! Often it's quickest to find an answer to your query below. These cover our most commonly asked questions. If something isn't covered here, feel free to contact us. We’ll get back to you as soon as we can.
Shipping
Where do you ship?
We ship worldwide! Our warehouse is based in Melbourne, Australia and we ship internationally.
How much does shipping cost?
Please see our Shipping page.
How long does shipping take?
Orders are normally dispatched within 1-3 business days from our warehouse in Melbourne, Australia.
During busy periods, such as holiday seasons or sales, dispatch may be delayed.
If there are any issues or we are unable to fulfil your order, we will contact you promptly.
Below are estimated delivery times once dispatched.
Australia & New Zealand:
STANDARD SHIPPING
- Aus: 3-7 business days
- NZ: 5-10 business days
EXPRESS SHIPPING
- Aus: 2-5 business days
- NZ: 4-7 business days
International:
FEDEX EXPRESS
- 2-5 business days
While we cannot guarantee delivery by a specific date, please rest assured that we do our very best to get your order to you as quickly as possible.
Tracking my package
Once your order is dispatched, you'll receive an email with a tracking link so you can follow its journey.
If you haven’t received this email, please check your junk or spam folder. If it’s still not there, don’t worry - just email us at hello@scoutshonour.net and we’ll be happy to help.
How will my order be sent?
All orders are sent from our warehouse in Melbourne, Australia.
- Australia & New Zealand orders are shipped via Australia Post.
- All international orders (outside Australia & New Zealand) are shipped via FedEx Express.
You’ll receive a tracking link with every order so you can follow its journey from dispatch to delivery.
Customs & Duties
Customs and duties apply to purchases made from outside your country, and the exact charges vary by location. Depending on your order value, you may not be charged any customs or duties at all.
With support from Shopify, we calculate these fees for you at checkout - so your order arrives with no unexpected costs.
Please note, this information is provided based on Shopify’s current guidance.
Currency
All prices listed on our site are in AUD, and charged in AUD. The bank that has issued your card determines the exact exchange rate that you will pay, but in general it will match very closely with the current exchange rates.
Alternatively, you can choose to pay in the currency of your choice using our currency drop down menu.
My order
Where is my order confirmation?
As soon as you place an order, you will receive an email confirmation via the email address you entered on your order. If for some reason you did not receive an email, please check your spam folder and double check you entered your email address correctly.
If you still haven’t received it after 24 hours please email hello@scoutshonour.net
What is your return policy?
If you are unhappy with the items you ordered, we are happy to exchange or refund the item within 30 days of your order.
Please return your item to the address provided below. We recommend sending your return securely packaged and via a tracked postal service.
Scout's Honour Returns
222-224 Discovery Road
Dandenong South, 3175
VIC, Australia
My order is running late
Infrequently, orders run late. If your order is taking a lot longer than our shipping window suggests, please reach out here.
My order has been 'Returned to Sender'
Sometimes packages are returned to us due to delivery issues.
If a shipping label has been damaged, we will send a replacement once the order arrives back at our warehouse.
If a package is returned marked as “no such address,” we can issue a refund for your order minus the original shipping fee.
I've received an incorrect item or something is missing in my order, what should i do?
We aim to get your order right every time but mistakes occasionally happen. If the item you received is not what you originally ordered or is faulty, please email hello@scoutshonour.net
Products
How do I apply my merit badge?
We've made an easy step by step guide for you to follow here. You'll also notice an illustrated instruction guide on the card backing which comes with every merit badge.
What bandana size do I need?
Use this simple guide to choose the right bandana size for your dog or cat.
https://scoutshonour.net/pages/sizing-chart
What can I apply my merit badge to?
You can iron your badge on to any material that can withstand the heat of an iron (i.e. natural fibres like cotton and linen are perfect.) You can also apply your badge to a canvas harness or bag - the options are endless! In this case we recommend stitching the badge using needle and thread, or a sewing machine.
My merit badge got dirty. Can I wash it?
We get it, dogs get dirty. We recommend a cool gentle cycle on your washing machine or a hand wash.
After a few washes the iron-on backing may begin to weaken. If this happens, we recommend stitching down the corners as and when you need.
An item I want is out of stock, when will it be back?
Any items listed on our website as 'sold out' will usually be restocked in 3-4 weeks.
