Frequently Asked Questions
Find quick answers about orders, shipping, returns, and products.
Orders & Account
How do I place an order?
Browse our products, select your items and options, add to cart, then proceed to checkout to complete your purchase.
Do I need an account to order?
No. You can checkout as a guest. Creating an account makes it easier to track orders and view your order history.
Can I track my order?
Yes. Once your order is dispatched, you’ll receive a tracking link via email so you can follow delivery progress.
Shipping & Delivery
Where do you ship?
How much is shipping?
Shipping is calculated at checkout based on your postcode and the weight/size of your order.
How long does delivery take?
Delivery timeframes vary by location. Most orders arrive within an estimated 4–8 business days,
depending on your area, peak periods, and public holidays.
Who delivers my order?
Orders are shipped with tracking via Australia Post (or the carrier shown at checkout).
What if my parcel is delayed or missing?
If tracking hasn’t updated or your parcel appears delayed, contact our support team with your order number.
We’ll help investigate with the carrier and advise next steps.
Returns & Exchanges
What is your returns policy?
Our returns and exchanges are handled in line with our policy. Please review the full details here:
Returns & Refund Policy.
Can I return an item if I change my mind?
Change-of-mind returns may be accepted on eligible items in unused condition (subject to our policy).
Please check the policy page above for exclusions and timeframes.
What if my item arrives damaged or incorrect?
If your order arrives damaged, faulty, or incorrect, contact us as soon as possible with photos and your order number.
We’ll arrange a replacement, exchange, or refund in line with Australian Consumer Law.
Products
How do I choose the right size for my pet?
Where applicable, each product page includes sizing guidance. Measure your pet and compare to the size chart shown on the product page.
Are your products suitable for all pets?
Product pages outline recommended sizing, breed/weight guidance, and usage notes. If you’re unsure, contact us before ordering.
Payment & Security
What payment methods do you accept?
We accept major payment methods available at checkout, including cards and accelerated checkouts (e.g. Shop Pay, Apple Pay, Google Pay) where enabled.
Is my payment information secure?
Yes. Payments are processed securely through trusted payment providers. We do not store your full card details.
Contact & Support
How do I contact you?
Visit our Contact page to message our team. Please include your order number for faster help.
What are your support hours?
Our team responds as quickly as possible during business days. Response times may be longer during peak periods and public holidays.
