Frequently Asked Questions

Orders & Payments

How do I place an order?

Simply browse our store, add your chosen products to your cart, and follow the checkout instructions to complete your purchase.

What payment methods do you accept?

Available payment methods are displayed at checkout. 

Can I change or cancel my order after placing it?

Please check your order carefully before completing your purchase. We do not accept change-of-mind cancellations or modifications. Once an order has been placed, we may be unable to make changes if processing has commenced. This does not affect any rights you may have under Australian Consumer Law.

Will I receive an order confirmation?

Yes. After placing your order, you should receive a confirmation email with your order details. Check your spam or junk folder if it doesn't appear.

Shipping & Delivery

Where do you ship?

We currently ship to customers across Australia only. We're focused on serving Australian pet owners and hope to expand to more destinations in the future.

Where is my order shipped from?

Orders are fulfilled through our third-party shipping and fulfilment partner, HyperSKU. The dispatch location may depend on the product and available fulfilment warehouse. Your order's tracking information will provide updates once it has been dispatched.

How long does delivery take?

We currently ship to customers across Australia. Estimated delivery is 5–10 business days, as advised by our shipping supplier. Delivery timeframes may vary depending on the destination and shipping circumstances. Please refer to your order confirmation and tracking updates for information about your delivery.

How can I track my order?

Once your order has been dispatched, tracking information will be provided when available. You can use the tracking link to follow your parcel's progress. If you haven't received tracking information or your tracking hasn't updated for an extended period, please contact us with your order number so we can assist.

What if my order is delayed?

Delivery delays can occasionally occur due to carrier issues, high demand, or other circumstances. If your order hasn't arrived within the expected timeframe, contact us with your order number so we can help.

What should I do if my order arrives damaged or incorrect?

Please contact us as soon as possible with your order number, a description of the issue, and clear photos where relevant. We'll review the issue and explain the next steps.

Do you offer Click & Collect?

We currently operate as an online store and do not offer Click & Collect. All orders are delivered to the shipping address provided at checkout.

What should I do if my order arrives faulty or damaged?

Please inspect your order upon arrival. If your product arrives damaged, faulty, or incorrect, contact us within 48 hours of delivery at our customer support email.

To help us assess the issue quickly, please include:

• Your order number.

• Clear photos or a short video showing the fault or damage.

• A brief description of the issue.

Please keep the product and its original packaging until we respond. We'll review the information and advise you on the next steps.

Important: The 48-hour timeframe helps us investigate delivery and product issues promptly. It does not limit or exclude your rights under Australian Consumer Law, including your rights to remedies for faulty or misdescribed products.

Returns & Refunds

Can I return an item if I change my mind?

We do not accept returns or cancellations for change-of-mind reasons, including choosing the wrong product or deciding you no longer want the item. Please review product descriptions, dimensions and specifications carefully before placing your order.

This policy does not affect your rights under Australian Consumer Law. If a product is faulty, damaged, incorrectly supplied or does not meet a consumer guarantee, you may be entitled to a repair, replacement or refund as applicable under the law.

What if my product is faulty?

If an item is faulty, damaged, or doesn't match its description, contact us so we can help resolve the issue. Your rights under applicable Australian Consumer Law remain unaffected by our store policies.

How long do refunds take?

Once a refund has been approved and processed, the time it takes to appear in your account depends on your payment provider or financial institution.

Contact & Support

How can I contact you?

You can reach us through the Contact Us page on our website or by using the customer support email listed there.


What information should I include when contacting support?

Please include your order number, the email address used at checkout, and a clear description of your question or concern. This helps us assist you more efficiently.

Still have questions?

We're here to help. Get in touch through our Contact Us page, and we'll do our best to assist you and your pet.