Frequently Asked Questions 

 

What do you make?
At Rural Threads, I handcraft high quality gear for dogs, horses, their humans and offer personalised embroidery.

 

Where are you located?
I’m based in Gympie, Queensland. You can choose local pickup or Australia-wide shipping through Australia Post.

 

How long will my order take?
Each piece is handmade to order with care. My turnaround time is 10 business days. If you need your order sooner, I offer a rush order option for an additional $25. This moves your order to the front of the queue, though please note I still need time to make your item - it won’t be posted the same day.

 

What payment methods do you accept?
I accept secure payments through the checkout only. 

 

Do you take custom orders?
Yes! I love bringing your ideas to life. Custom sizing, colours, and embroidery are all available. Please double check your details before ordering as custom orders are non-refundable.

 

What is your refund policy?
Refunds are available for faulty items only. Refunds are not available for change of mind or if incorrect measurements were provided. If you believe your item is faulty, please contact me within 7 days of receiving your order with clear photos and a description of the issue.

  

Can I cancel my order?
Yes, you can cancel your order within 24 hours of placing it. After that, work on your item may have already begun, and cancellation will not be possible.

 

Do you ship internationally?
Not at this stage. I currently ship within Australia only.

 

Terms & Conditions

By placing an order with Rural Threads, you agree to the following terms:

1. Handmade Nature of Products - All items are handmade to order. Small variations in colour, stitching, or finish are part of the handmade process and are not considered faults.

 

2. Turnaround Time - Standard turnaround time is 10 business days from payment. Rush orders are available for an additional $25 and will be prioritised. Rush orders do not guarantee same day dispatch.

 

3. Custom Orders - Custom orders are made using the details you provide (measurements, colours, names, etc.). Please ensure all information is correct before submitting your order. Custom orders are non-refundable, unless the item is deemed faulty.

 

4. Refunds & Returns - Refunds are only offered for faulty or defective items. Claims must be made within 7 days of delivery and include photos and details of the issue. Refunds will not be issued for change of mind, incorrect sizing, or general wear and tear. Approved returns must be unused and in original condition.

 

5. Order Cancellations - Orders can be cancelled within 24 hours of placement. After 24 hours, cancellations or changes are not possible.

 

6. Shipping - All orders are shipped via Australia Post with tracking. Rural Threads is not responsible for lost, delayed, or damaged parcels once lodged with Australia Post. Please ensure your shipping details are correct when placing your order.

 

7. Care Instructions - Proper care will help your items last for many years.

Biothane and PVC Products:
- Wipe clean with a damp cloth after use.
- Avoid soaking in water or exposing to extreme heat.
- Do not use harsh chemicals or abrasive cleaners.
- Regularly inspect stitching and hardware for signs of wear before use.

Brass Hardware:
- Brass naturally develops a patina (a dull or greenish surface) over time this is normal and purely cosmetic.
- To restore shine, use a brass polish, then rinse and dry thoroughly.
- Contact with saltwater or acidic substances, will speed up tarnishing.

Stainless Steel Hardware:
- Stainless steel is durable and rust resistant, but should still be cleaned regularly.
- Wipe down with warm, soapy water, rinse well, and dry completely.
- Avoid prolonged exposure to moisture to prevent surface spotting.

Nickel-Plated Hardware: 
- Nickel-plated fittings have a shiny, silver finish but can wear over time.
- To clean, wipe gently with a soft cloth and mild soap solution.
- Avoid harsh chemicals or metal polishes, as they can strip the plating.
- Store out of weather to reduce tarnish and maintain appearance.

Following these care instructions will help preserve both the function and appearance of your Rural Threads gear.

 

8. Liability - Rural Threads products are made with care and durability in mind. However, the use of any equine or pet equipment is at the owner’s own risk. Rural Threads is not liable for injury or damage caused by misuse or failure to check products for wear.

 

9. Policy Updates - Rural Threads reserves the right to update or modify these Terms & Conditions at any time, without prior notice.