Returns

We want you and your pet to love your order. If something isn't right, here's how we'll sort it out.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, not as described, or isn't what you ordered, contact us within 30 days of delivery. Send your order number and a few clear photos, and we'll arrange a replacement or a refund.

Changed your mind

If you've changed your mind, contact us within 14 days of delivery. Items must be unused, unworn and in their original condition. Return shipping costs are the customer's responsibility, and we'll confirm whether your item is eligible before you send anything back.

Items we can't take back

Personalised or made-to-order items, unless they're faulty
Items that show signs of use, wear or pet damage
Used hygiene-sensitive items, such as feeders and water fountains, unless they're faulty

How to start a return

Contact us with your order number and the reason for the return.
Wait for our approval and return instructions. Please don't send anything back before we confirm, because our suppliers use different return addresses.
Post the item back as instructed and keep your tracking number.

Refunds

Once we've approved a refund, we'll send it to your original payment method within 5–10 business days. We'll email you when it's processed.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.