FAQs
Frequently Asked Questions
Shipping & Delivery
Do you offer free shipping?
Yes! Orders over $99 AUD ship free (standard items under 2 kg). Orders under $99 pay a flat $7.99. Items weighing 2 kg or more attract a $15.00 flat rate regardless of order total.
How long does delivery take?
It depends on where the item ships from:
- Australian stock (Dropshipzone): 2–7 business days
- International stock (Ships from Overseas): 7–12 business days
Each product listing shows a delivery badge so you always know what to expect before you order.
Do you ship Australia-wide?
Yes — we ship to all states and territories. Some remote postcodes fall outside our suppliers' delivery zones and may not be serviceable. If your postcode is undeliverable, your order will be automatically cancelled and fully refunded.
Can I track my order?
Yes. Once your order is dispatched you'll receive a tracking number by email.
Returns & Refunds
What is your returns policy?
We accept change of mind returns within 14 days of delivery for eligible items. A 10% restocking fee applies. Items marked Ships from Overseas are not eligible for change of mind returns. Faulty, damaged, or incorrectly described items are covered by Australian Consumer Law regardless of origin. See our full Returns Policy for details.
What if my item arrives damaged?
Please contact us with a photo of the damage and your order number. We'll make it right as quickly as possible in line with your ACL rights.
Can I return a product that ships from overseas?
Change of mind returns are not available for items marked Ships from Overseas. However, if the item is faulty, damaged, or not as described, your Australian Consumer Law rights apply in full and we will arrange a replacement or refund.
Payment
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard), PayPal, and Afterpay. Afterpay lets you split your purchase into four fortnightly instalments, interest-free.
Is your checkout secure?
Yes. Our store is hosted on Shopify, which uses SSL encryption and PCI-compliant payment processing. Your details are always safe.
Products
What animals do you stock products for?
We specialise in dogs and cats only — collars, leashes, harnesses, beds, toys, grooming, feeding, carriers, health & wellness, and more.
What does "Ships from Overseas" mean?
Some products ship from our international warehouses rather than Australian stock. These items take 7–12 business days to arrive and are not eligible for change of mind returns. This is clearly marked on the product page before you buy.
Are your products safe for pets?
We only stock products from reputable suppliers. If you have a specific concern about materials or suitability, contact us before ordering.
Can I find the right size for my pet?
Most size-sensitive products include a sizing guide on the product page. If you're unsure, contact us before ordering.
Orders & Account
Can I change or cancel my order?
Please contact us as soon as possible. We cannot guarantee changes once an order has been dispatched, but we'll do our best to help.
Do I need an account to shop?
No — you can check out as a guest. Creating an account lets you track orders and save your details for next time.
I have another question — how do I contact you?
Head to our Contact page. We aim to respond within 1 business day.
