Shopping Policies

Thank you for shopping with us! 🐾 We want to make your shopping experience as simple and enjoyable as possible. Please read the following policy carefully before placing your order.

1. Orders & Cancellation

Please check your product selection, quantity and delivery details carefully before completing your purchase.

Once payment has been successfully completed and your order confirmation email has been issued, orders cannot be cancelled, changed or exchanged.

Orders may be sent to our fulfilment partners shortly after payment, so we cannot guarantee that cancellation requests can be accommodated.

2. Change of Mind

We do not accept returns or provide refunds for change-of-mind purchases.

This includes ordering the wrong size, colour or variation, purchasing by mistake, deciding you no longer want the product, or a pet not liking or using the product.

Please review the product description, measurements, specifications and images carefully before purchasing.

3. Damaged, Faulty or Incorrect Products

If you receive a damaged, faulty or incorrect product, please contact us within 7 days of delivery.

Please provide your order number, clear photographs of the product and packaging, and any other information reasonably required to assess the issue. Video evidence may be requested for products with functional problems.

Do not return or dispose of the product before receiving instructions from us.

After reviewing your claim, we may provide a replacement, repair, partial refund, full refund or another appropriate resolution, depending on the circumstances.

A refund is not automatically provided simply because a problem has been reported.

4. Product Variations

Product colours and appearance may vary slightly due to lighting, photography, screen settings and normal manufacturing variations.

Minor cosmetic differences that do not materially affect the product's intended use are not considered a product fault.

5. Shipping & Delivery

Our products may be fulfilled and shipped directly by third-party suppliers or fulfilment partners, including from overseas.

Delivery times shown on our website or at checkout are estimates only and are not guaranteed delivery dates. Delays may occur due to couriers, customs, weather, public holidays or other circumstances outside our control.

A delivery delay does not automatically qualify for a refund. If your order is significantly delayed, please contact us so we can investigate.

6. Delivery Information

Customers are responsible for providing a complete and accurate delivery address.

We are not responsible for delivery problems caused by incorrect or incomplete information provided at checkout. Additional shipping costs may apply where a replacement shipment is possible.

7. Pet Product Safety

Use all products according to their intended purpose and any manufacturer instructions. Ensure products are appropriate for your pet and supervise your pet where appropriate.

Inspect products regularly and remove any damaged product immediately.

We are not responsible for problems caused by misuse, improper use, modification or failure to follow instructions.

8. Claims & Refunds

We assess each customer claim individually and may request reasonable evidence before determining an appropriate resolution.

We reserve the right to investigate suspected fraudulent or abusive claims.

A customer complaint does not automatically qualify for a refund or replacement.

9. Contact Us

For questions or order issues, please contact us through our Contact Us page and include your order number and relevant details.

We aim to review genuine issues fairly and provide an appropriate resolution.