Returns Policy

Sale Items

Please note that sale items cannot be returned or exchanged unless deemed faulty.

Full Priced Items

Full-priced items purchased online may be returned for an exchange or store credit, provided they meet the following criteria:

Request Timeline: You must lodge a return request within 30 days from the date of purchase. Requests received after this period may not be accepted and could be returned to the sender.
Condition of Items:
- Proof of Purchase: You must provide proof of purchase with your return request.
- Unopened: Items must be unopened.
- Original Condition: Items must be unaltered and in their original condition.
- Tags and Packaging: All tags must still be attached, and all accessories and packaging must be included in the parcel.

Return Shipping

Return shipping is the responsibility of the customer. We cannot be held responsible for any loss, theft, or damage of the return parcel. Please include your name, address, order number, and return number in the parcel to avoid delays in processing your return.

Faulty or Damaged Items

If you receive an item that you believe is faulty or damaged, please contact us as soon as possible via any of the channels listed on our Contact Us page. Include 3-4 images of the item along with your order number. We will guide you through the next steps.

Processing Time: For items deemed faulty or damaged, we aim to process returns daily from Monday to Friday. Please allow up to 2 business days from the date we receive the return parcel.

Refunds

Once your return is received and inspected, our returns team will notify you of the status. If approved, your refund will be processed and applied to the original method of payment.

Refund Processing Time: Please note that refunds may take 5-10 business days to appear in your account due to the processing times of your financial institution.

Shipping Fees

Shipping fees from the original order are non-refundable.

For any further questions or assistance with your return, please contact our customer service team

Where are your products sourced from?

We are proud to offer a curated selection of Australian-made pet products, sourced from local small businesses and artisans who share our commitment to quality and sustainability

Do you offer international

At this time, we only offer shipping within Australia. We apologize for any inconvenience and hope to expand our shipping options in the future.

What payment methods do you accept?

We accept all major credit cards, including Visa, Mastercard, American Express, and Discover. We also offer the option to pay securely through PayPal.

How can I track my order?

Once your order has been processed and shipped, you will receive a confirmation email with a tracking number. You can use this tracking number to monitor the status of your delivery online.

How can I contact customer support?

Our customer support team is available to assist you with any questions or concerns you may have. You can reach us by email at support@aussiepawz.com.au.

Are your products safe for pets?

Yes, the safety and well-being of pets are our top priorities. We carefully vet all our products to ensure they meet the highest standards of quality and safety.

Do you offer discounts for seniors, shelters, or breeders?

Yes, we offer special discounts for seniors as well as shelters and breeders. Please contact us for more information on how to avail of these discounts.

Can I cancel or modify my order after it has been placed?

We aim to process orders as quickly as possible to ensure prompt delivery. If you need to cancel or modify your order, please contact us immediately. While we cannot guarantee changes once an order has been processed, we will do our best to accommodate your request.

Are your products suitable for all types of pets?

While many of our products are suitable for a wide range of pets, it's important to carefully read product descriptions and specifications to ensure compatibility with your pet's needs. If you have any questions or need assistance selecting the right products for your pet, our customer support team is here to help.

What should I do if an item I want is out of stock?

If an item you're interested in is out of stock, you can sign up to receive email notifications when it becomes available again. Alternatively, you can contact us to inquire about restocking timelines or possible alternatives.

Are your products environmentally friendly?

Yes, we are committed to offering environmentally friendly pet products whenever possible. Many of our products are made from sustainable materials and manufactured using eco-friendly processes. Look for our eco-friendly icon on product pages to identify environmentally conscious options.