Frequently Asked Questions (FAQ)

Orders & Payments

How do I place an order?

Simply browse our store, add your items to your cart, and proceed to checkout. Once payment is confirmed, you'll receive an order confirmation email.

What payment methods do you accept?

We accept major payment methods available through Shopify, including Visa, Mastercard, PayPal, Apple Pay, Google Pay, and other payment options displayed at checkout.

Can I cancel or change my order?

We process orders quickly, so please contact us as soon as possible if you need to make changes. Once an order has been processed or dispatched, we may be unable to modify or cancel it.

Shipping

How long does shipping take?

Estimated delivery times are:

• Australian Metro Areas: 2–8 business days
• Australian Regional Areas: 3–10 business days
• International Orders: 7–21 business days

Delivery times are estimates only and may vary.

Will I receive tracking information?

Yes. Where tracking is available, you'll receive tracking information via email once your order has been dispatched.

Why did my order arrive in multiple packages?

Some products are shipped from different warehouses or suppliers. As a result, orders containing multiple items may arrive separately.

Do you ship internationally?

We currently offer international shipping to selected countries. Availability will be shown during checkout.

Returns & Refunds

Do you accept change-of-mind returns?

No. We do not offer refunds, returns, or exchanges for change of mind, incorrect selection, or customer preference.

What if my item arrives damaged, faulty, or incorrect?

Please contact us as soon as reasonably possible after receiving your order and provide:

• Your order number;
• A description of the issue; and
• Clear photographs or videos.

We will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law.

How are refunds processed?

Approved refunds are processed via Electronic Funds Transfer (EFT) to a nominated Australian bank account.

How long do refunds take?

Approved refunds are generally processed within 5–10 business days, although bank processing times may vary.

Products

Are your products safe for pets?

We carefully select products from trusted suppliers. However, customers should always ensure products are suitable for their pet's size, breed, age, health, and behaviour.

Should I supervise my pet while using products?

Yes. We recommend supervising pets when using toys, accessories, feeding products, harnesses, leads, beds, and other pet products.

What if a product looks slightly different from the website photos?

Colours, packaging, and product appearance may vary slightly due to screen settings, supplier updates, and manufacturing changes.

Australian Consumer Law

What are my rights under Australian Consumer Law?

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You may be entitled to a repair, replacement, refund, or other remedy where required by law.

Contact Us

If you can't find the answer you're looking for, please contact us:

Email: asabreu093@gmail.com

We aim to respond to all enquiries within 1–2 business days.