That's Ruff FAQ!

We aim to have all orders out within 2 business days.

All orders are shipped from our warehouse in Canberra, Australia. If you are domestic, orders are typically delivered within 8 - 14 business days, or 2 - 3 business days if you opted for express delivery.

If you're an international order (first of all, hello!), the delivery times can vary depending on your location. International orders generally take 15 business days on average.

Please note that all shipping times provided are estimates and are not guarantees.

Please note we are unable to guarantee shipping times. The above times provided are estimates and are not guarantees.

Once your order has been shipped, we'll email you with a link to view your tracking information.

If you can't find your tracking details, or order confirmation, please check your spam folder. If it's gone missing, you can send us an email with your order number and/or delivery address and we can track it down for you.

If you have any issues with your parcel tracking, it's best to contact your local postal service as they will be handling the final delivery.

Our shipping company sends all orders ‘Delivery Duties Unpaid’ (or DDU), which means that the receiver has to pay for any potential duties or charges associated with the parcel. 

If duties do need to be paid, the local postal or customs authority for that country will most likely get in touch with the receiver of the parcel to organise it with them directly.

Depending on your country, your payment options include:

• Paying online before collecting the parcel
• Paying in person when collecting the parcel
• Paying upon the delivery of the parcel

Please note, THAT'S RUFF is unable to cover any cost of duties imposed by your local government.

Our shipping company doesn't offer options to some countries, or shipping costs are prohibitively expensive. That doesn't mean we don't want to ship your order to you.

If your country isn't listed when you are purchasing, please feel free to reach out to us - and we will try our best to work with you to get you the best available option.

If you've ordered the wrong size, or you've changed your mind, you can contact us within 14 days of receiving your order to receive a full refund.

The product must be in saleable condition, unworn and unwashed, and in its original packaging with the tag attached.

Your original shipping fee is not refundable, and all costs of return shipping must be covered by you.

If you would like to change an item for a different size or colour, you will need to send the item back to us and place a new order. 

Once the return has been received at our warehouse and assessed as being in sellable condition, the refund will be processed via the original payment method. The refund includes the full price for the product(s) but will not include the delivery charges.

First of all, we're sorry to hear that your item has an issue.

If you think you've received the wrong item, please email us so we can fix this for you ASAP. We ask that you contact us within 7 days of receiving your package.

If your parcel has been damaged in transit, unfortunately, this is something you need to resolve with your local post office as they are responsible for handling the package once it leaves our warehouse.

If you need any assistance with this, please send us an email.

We're very open to the possibility of working with other artists. If you think you're a great fit, feel free to email us your portfolio and we will try to get back to you ASAP.

We're interested in working with other creators and brands to bring more exciting things to THAT'S RUFF. If you have an idea, please feel free to reach out through our email and we can discuss further.