How can we help?

Standard shipping is free on all Australian orders. No minimum order value is required, so the shipping cost shown at checkout is AUD $0.00.

Full details are in our Shipping Policy.

We normally process your order within 1 to 2 business days. After dispatch, standard delivery usually takes 2 to 5 business days, so in total you can expect your order within 3 to 7 business days.

Delivery estimates are not guaranteed dates. Public holidays, busy periods, carrier delays and remote locations can add a little time.

Where tracking is available, your dispatch confirmation email includes a tracking number or tracking link. You can follow your parcel on our order tracking page.

Tracking information may take up to 48 hours after dispatch to show its first carrier scan.

Contact us at info@pettapaw.com with your order number and we will look into it with the carrier for you. You never have to sort out a delivery problem with the carrier yourself.

If an order is confirmed lost or arrives damaged, we will provide the appropriate remedy, which may include a replacement or a refund. For damaged items, clear photos of the item and packaging help us resolve it quickly.

You can request a change of mind return within 30 calendar days after your order is recorded as delivered. Return shipping is free for every approved return. We provide a prepaid return method, or we cover the agreed return shipping cost.

Items must be unused and in original condition, with all tags and hygiene seals intact. After we authorise your return, the item must be handed to the return carrier within 14 calendar days. Some items are excluded from change of mind returns, as listed below. You can read the full conditions in our Returns & Refunds Policy.

Email info@pettapaw.com with your full name, order number and the item(s) you wish to return. We will reply with return instructions, the authorised return address and a return authorisation reference.

Please wait for your return authorisation before sending anything. Returns sent without authorisation may not be matched to your order.

• Gift cards
• Personalised, customised, engraved or made to order products
• Hygiene sensitive items that have been used by or on a pet, including grooming tools, feeding bowls, litter accessories, waste management products, beds, mats and blankets
• Items where a hygiene seal or protective packaging has been removed, damaged or altered
• Items clearly identified as Final Sale before purchase

These exclusions never limit your rights where an item is faulty, unsafe, damaged, incorrectly supplied or materially different from its description.

We normally inspect a returned item within 5 business days after it reaches our return address. Once your refund is approved, we issue it to your original payment method within a further 5 business days.

Your bank, card issuer or payment provider may then need another 5 to 10 business days to show the refund in your account.

You will receive an email confirmation when your refund has been issued.

We accept the payment methods displayed at checkout. The total amount payable, including any tax we are required to collect, is always shown before you submit your order. We never add hidden charges after checkout.

Contact us as soon as possible at info@pettapaw.com. We may be able to cancel or amend an order before it enters fulfilment, but we cannot guarantee changes once processing has started.

Once an order has been dispatched, we handle it through our returns process after delivery. If we cancel an order before dispatch, we refund the cancelled amount to the original payment method.

Contact us with your order number, a short description of the issue and photos if you have them. Please do not return the item at your own expense. We will send you instructions and a prepaid return method where a return is needed, and we will send the correct item or a refund.

Measure your pet and compare the measurements with the size information on the product page. Products with their own sizing, such as carriers, cat caves, cooling mats, litter mats and scratch protectors, show that information on the relevant product page.

Measurements may vary slightly due to manual measurement.

Sizing returns fall under our 30 day change of mind return policy, provided the item is unused and in original condition with tags and hygiene seals intact. Return the item free of charge and place a new order in the correct size.

We do not process direct exchanges, so ordering the right size straight away prevents it from selling out while your return is on its way to us. This does not limit your right to a replacement for a faulty, damaged, incorrect or not as described item.