Frequently asked questions

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 is estimated to take 2 to 5 business days, so in total you can expect your order within 3 to 7 business days.

Business days are Monday to Friday, excluding public holidays that affect fulfilment or delivery. Delivery estimates are not guaranteed delivery dates.

We ship to delivery addresses throughout Australia. Address availability is confirmed at checkout.

In rare cases a carrier may not be able to service a particular address. If we cannot deliver to your address, the order cannot be completed at checkout, or we will contact you promptly and provide a full refund.

Where tracking is available, your dispatch confirmation email includes a tracking number or tracking link, and 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 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, it is handled through our returns process after delivery. If we cancel an order before dispatch, we refund the cancelled amount to the original payment method.

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.

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. The full conditions are in our Returns and Refunds Policy.

The following items cannot be returned solely because you changed your mind:

• 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; and
• 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.

Email us at info@pettapaw.com with your full name, order number and the items you want 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 back. Returns sent without authorisation may take longer to process or may not be able to be matched to your order.

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 after we issue your refund.

Contact us with your order number, a short description of the issue and clear photographs if you have them. Please do not return the item at your own expense unless we first ask you to do so.

We will send you instructions and, where a return is needed, a prepaid return method. We will then send the correct item or issue a refund.

We do not currently process direct change of mind exchanges. To obtain another size, colour or product, return the item under our returns policy and place a new order. This helps prevent the replacement item from selling out while the original return is in transit.

This does not limit your right to a replacement for a faulty, damaged, incorrect or not as described item.

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 do not add undisclosed charges after checkout.

Prices on the Australian storefront are shown in Australian dollars (AUD), unless clearly stated otherwise. The final total is confirmed at checkout before you pay.

Our store runs on Shopify and payments are handled by established payment providers through a secure checkout. We do not store your full card details ourselves. You can read more in our Privacy Policy.

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 choosing the right size straight away prevents it from selling out while your return is on its way to us.

PettaPaw.com is operated by V.O.F. Stefan en Richard, a general partnership registered in the Netherlands under Chamber of Commerce number 89937503, VAT identification number NL865158253B01, at De Sânnen 17, 9289 HJ Drogeham, the Netherlands.

We sell online to customers in Australia and do not operate an Australian office or retail store. Full details are in our Legal Notice and Contact Information.

Email info@pettapaw.com or call +31 6 12969905. Our customer service team is available Monday to Friday, 08:00 to 17:00 Netherlands time (CET/CEST).

We aim to respond within 1 to 2 business days. Please include your order number where your enquiry relates to an existing order.