Shipping & Returns
Straightforward shipping and a self-service returns process — here's exactly how it works.
How shipping works
All orders are dispatched from our warehouse in Australia. You'll get a confirmation email with tracking as soon as your order ships.
| Shipping method | Delivery time | Cost |
|---|---|---|
| Standard shipping | 3–7 business days | $4.99 |
| Express shipping | 1–3 business days | $7.99 |
| Orders over $49.00 | 3–7 business days | Free |
Good to know
Orders placed before 1pm AEST on business days are typically dispatched the same day. Remote areas may take a little longer — you'll see an estimate at checkout.
If your order shows as Pending, payment didn't go through and nothing has been charged — you can retry payment or cancel it yourself any time from My Orders.
Our 29-day return policy
Not right for your pet? You can return most items within 29 days of delivery for a refund, provided they're unused and in original packaging.
- 1
Request a return
Open the order under My Orders and select "Request a return". Adding a photo is optional but helps speed up review for damaged items.
- 2
We review it
You'll get an email once we've made a decision — usually within 1–2 business days. If approved, the return address is included.
- 3
Send it back
Pack the item securely, then open the return under My Returns and select "Mark as Sent" with your tracking details.
- 4
Refund issued
Once we receive and check the item, your refund goes straight back to your original payment method.
What can't be returned
For hygiene reasons, opened wipes, shampoo and other consumable hygiene products can't be returned unless faulty. Toys and gear are eligible for return if unused and in original condition.
Faulty or damaged items
If something arrives damaged or faulty, request a return and note this as the reason (a photo helps) — we'll cover the cost, no questions asked.
Track your return any time
Every return has its own status page under My Returns, with a step-by-step tracker showing exactly where things stand.
Do you ship outside Australia?
Right now we ship Australia-wide only. International shipping may be considered as we grow — reach out if you'd like to be notified.
How do I track my order?
You'll receive a tracking link by email once your order ships, and can see live status any time under My Orders in your account.
Can I change or cancel my order?
If it hasn't been paid yet ("Pending" status), cancel it yourself from My Orders. Once paid, message us as soon as possible and we'll do our best to amend it before it ships.
How do I request a return?
Open the order under My Orders (once it's marked Completed and still within the return window) and select "Request a return." Track its progress any time under My Returns.
Who pays for return shipping?
If you're returning an item because you changed your mind, return shipping is at your cost. If the item is faulty or we made an error, we cover it.