FAQ

Quick answers to the questions we get most. Can't find what you need? Email pawsortedau@gmail.com and a real person will reply within one business day.

Orders & payment

Which payment methods do you accept?

All the options available for your order are shown at checkout, including major credit and debit cards. Payments are processed securely by our payment providers, and we never see or store your full card number.

Can I change or cancel my order?

Yes, if it hasn't been dispatched. Email us within 12 hours of ordering with your order number and what you'd like to change. Once an order has shipped, you can return it under our returns policy.

Do you have a discount for first orders?

Are prices in Australian dollars?

Yes. All prices are in AUD and include GST where applicable.

Shipping & delivery

Where do you ship from, and how long does it take?

Everything ships from warehouses in Australia. Orders are processed in 1–2 business days, then usually arrive in 2–5 business days to metro areas and 4–8 business days to regional areas. Remote areas can take a little longer. See our shipping policy for details.

How much is shipping?

Standard shipping is free on orders of $60 or more. Orders under $60 have a flat $9.95 shipping fee.

How do I track my order?

We email you a tracking link as soon as your order is dispatched. If you haven't received it within 3 business days, check your spam folder or email us.

Why did my order arrive in more than one parcel?

Some items ship from different warehouses, so a single order can arrive in separate parcels. There's no extra cost to you.

Do you ship to PO Boxes, parcel lockers or overseas?

We deliver to street addresses, most PO Boxes and parcel lockers in Australia. Very large items, such as furniture and strollers, may need a street address. We don't ship overseas yet.

My parcel is late, lost or damaged. What should I do?

Email us with your order number (and photos if it's damaged). If tracking hasn't moved for 5 business days, we'll chase the carrier and send a replacement or refund if it's lost or damaged in transit.

Returns & refunds

What is your returns policy?

You can return unused items in their original condition within 30 days of delivery for a change of mind. Faulty, damaged or not-as-described items are always covered under the Australian Consumer Law, and we pay the return postage for those.

How do I start a return?

Email pawsortedau@gmail.com with your order number and the item you'd like to return. We'll reply within 1–2 business days with instructions. Please don't send items back to the address on your parcel, as it may not be our returns address.

Can I swap a size?

Yes. Email us within 30 days, send back the unused item, and we'll ship the new size free of charge.

When will I get my refund?

We process refunds within 3 business days of receiving your return, to your original payment method. Your bank may take another 3–10 business days to show it.

Are there items you can't take back for a change of mind?

For hygiene reasons, we can't accept change-of-mind returns on items a pet has used or worn, such as harnesses, ear muffs, hoods and nappies. This never affects your rights if an item is faulty.

Products & sizing

How do I choose the right size?

Sized products include measurements in centimetres. Measure your pet and compare: for beds, measure nose to tail and add 10–20 cm; for harnesses and coats, measure the widest part of the chest. Between sizes? Go up one, or email us your pet's measurements and breed and we'll help.

Do your products come with a warranty?

All products come with the guarantees under the Australian Consumer Law. If something stops working as it should, email us with your order number and a photo or short video and we'll sort it out.

Is this product right for my pet?

If you're unsure, ask us before you buy. We're happy to help with size, fit and suitability. For health concerns, such as joint pain, anxiety or skin problems, please check with your vet first.