Frequently Asked Questions
We’ve put together answers to the most common questions to make your experience with Australian Paws as smooth and enjoyable as possible. If you need further help, feel free to reach out anytime 💛
Orders & Payments 🛒
Q: What payment methods do you accept?
We accept a variety of secure payment options including Visa, Mastercard, PayPal, Apple Pay, Google Pay, Shop Pay, American Express, and UnionPay. All payments are processed securely using encrypted systems. This ensures your personal and financial details are always protected. You can shop with confidence knowing your information is safe.
Q: Can I change or cancel my order after placing it?
We process orders quickly to ensure fast delivery, so changes or cancellations may not always be possible. If you need to make changes, please contact us as soon as possible after placing your order. We will do our best to accommodate your request. Once an order has been processed, it may already be on its way. In such cases, you may need to follow our return process instead.
Shipping & Delivery 🚚
Q: How much is shipping?
We offer a simple and affordable flat shipping rate of $4.95 AUD across Australia 🇦🇺. There are no hidden fees or surprise charges at checkout. This allows you to shop confidently knowing exactly what you’ll pay.
Q: How long does delivery take?
Orders are typically processed within 1–3 business days. Delivery usually takes between 5–12 business days, depending on your location. Please note that delays may occur during peak periods or due to courier issues. We always aim to get your order to you as quickly as possible.
Q: Do you provide tracking?
Yes, all orders come with tracking. Once your order has been shipped, you will receive a tracking link via email. This allows you to monitor your delivery in real time. If you don’t receive tracking details, feel free to contact us.
Returns & Refunds 🔄
Q: What is your return policy?
We offer a 30-day return policy from the date you receive your order. Items must be unused, in original condition, and in their original packaging. This ensures fairness for all customers. If your item arrives damaged or incorrect, please contact us immediately.
Q: How long do refunds take?
Once your return is received and approved, refunds are processed within 10 business days. The time it takes for the refund to appear in your account may vary depending on your bank. We will notify you once your refund has been issued.
Q: Do I have to pay for return shipping?
Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect. We recommend using a tracked shipping service for returns. This helps ensure your item reaches us safely.
Products 🐶🐱
Q: Are your products suitable for all pets?
Our products are designed for a wide range of dogs and cats, but suitability may vary depending on your pet’s size, breed, and behaviour. We recommend reviewing product descriptions carefully before purchasing. If you’re unsure, feel free to contact us for guidance.
Q: What if I receive a damaged or incorrect item?
We sincerely apologise if this happens. Please contact us as soon as possible with your order number and photos of the item. We will resolve the issue quickly by offering a replacement or refund where appropriate. Your satisfaction is very important to us.
Account & Support 💬
Q: Do I need an account to place an order?
No, you can check out as a guest without creating an account. However, creating an account allows you to track orders and manage your details more easily. It also makes future purchases faster.
Q: How can I contact Australian Paws?
You can reach us anytime via email at support@australianpaws.com. We aim to respond within 24 hours on business days. Our team is always happy to assist you with any questions or concerns.
General Information ℹ️
Q: Where are you located?
We are based in Australia 🇦🇺, with our business address in Brisbane. Our fulfilment centre is located in Hong Kong, which allows us to efficiently process and ship orders. This setup helps us keep prices affordable while maintaining quality service.
Q: Are my rights protected as a customer?
Absolutely. Your purchase is protected under the Australian Consumer Law. This means you are entitled to a refund or replacement if a product is faulty or not as described. Our policies are designed to work alongside your legal rights—not replace them.
Still Need Help? 🐾
If your question isn’t answered here, don’t worry—we’re here for you 💛
Email: support@australianpaws.com
We’re committed to making your experience with Australian Paws simple, enjoyable, and stress-free—for both you and your furry friend 🐶🐱