Pet Accessories - Up To 20% OFF
What is your delivery time?
Orders will be processed within two business days. You will then receive tracking information.
What factors affect processing time?
Processing time may be affected by individual item stock availability, season, and holidays.
Do you offer free shipping?
Free shipping on all orders over AUD $90!
What if I need to change or cancel my order?
Once an order is sent to our fulfillment center for processing, it is difficult to make any changes. Therefore, we may not be able to modify or cancel an order, but we promise to do our best!
Therefore, if you need to modify your order or shipping address, or wish to cancel your order, please contact us as soon as possible. Please note that once an order is processed, we cannot process your cancellation request.
Are there any areas or products that cannot be delivered?
Some products may have shipping restrictions due to the regulations of the destination country/region. If we are unable to deliver to your area, we will notify you promptly and offer you alternative options or a full refund.
How can I track my order’s progress?
After your order is shipped, you will receive an email with tracking information. You can monitor the delivery progress in real time through the tracking link in the email; you can also check the order status directly on the carrier’s (FedEx, UPS, DHL) website.
What should I do if my package is lost or has not been delivered for a long time?
If your package is lost, damaged, or delayed, please contact us immediately. If the carrier confirms the package is lost, we will negotiate with you for reshipment or a full refund; for delays, we will investigate and resolve the issue together with our logistics partners.
Are there any additional fees for international orders?
International orders shipped outside Australia may incur customs duties, taxes, or import fees. These fees are collected by the relevant local authorities upon arrival of the package and must be borne by the customer.
What is the estimated delivery time?
Delivery within Australia typically takes 7-10 business days, and international orders typically take 10-14 days. These are estimates; actual delivery times may vary depending on location, weather, or customs delays.
Can I get a full refund for canceled orders? Are there any fees?
Yes! We offer a full refund for canceled orders with no additional fees.
What if an item in my order is out of stock?
We try our best to fulfill every order, but if an item you ordered is out of stock, we will notify you by email, refund the cost of that item, and continue shipping the rest of your order. If your entire order is unavailable, we will offer a full refund.
Why was my order rejected?
If your order is rejected, it may be due to payment issues, product inventory issues, incorrect address, etc. If you encounter an order rejection, please contact our customer service team, and we will help you resolve the issue.
Can I use multiple coupons?
Only one coupon can be used per order. If you have multiple valid coupons, you can choose to use one of them or choose to use a different coupon in your next order.
Can I change the items I ordered or change my shipping address?
Yes, please contact [email protected] for assistance before shipment.
We will do our best to assist you, but please note that orders cannot be changed once shipped.
How do I apply for a return?
You can apply for a return via our email address. After receiving your return request, we will send you a Return Authorization Code (RMA) and return instructions via email.
What is my return period?
You have 30 days from the date you received the item to apply for a return. If the item arrived damaged or defective, please notify us within 48 hours.
Can I exchange it?
Due to inventory constraints, we cannot offer direct exchanges. To purchase a different size or item, please place a new order through your account. Valid, unexpired coupons can be used for new orders.
What items qualify for returns?
Returned items must be brand new, unused, and free of dog hair, cat hair, odors, or stains. The item must retain its original packaging and labels. Furthermore, returns must comply with our company’s return policy.
What happens to items that do not meet the return requirements?
Returned items without prior approval will be rejected.
How long will it take for my refund to process?
Once we receive and inspect your return, we will send you a confirmation email informing you of the refund application status. If approved, the refund will be automatically credited to your original payment method within 5-7 business days.
What payment methods do you accept?
We currently accept the following payment methods:
Visa, Mastercard
Which currency can I choose for payment?
Our website offers a currency selector where you can choose the currency that suits you to view product prices. However, the final transaction at checkout will be in our supported standard currencies and converted according to your payment method.
How do I view or switch currencies?
At the top or bottom of our website, you will find a currency selector. Clicking it will allow you to select available currency options, and the price will automatically update to the selected currency for reference.
Can I change the currency after payment?
Once payment is completed, the transaction amount is fixed and the currency cannot be changed. If you need support for multiple currencies, please ensure that you set your currency selection before checkout.
How do I resolve checkout page loading issues?
If the checkout page fails to load properly, please clear your browser cache and try using a different browser or device. If the problem persists, please contact customer service for assistance.
Will I receive a payment confirmation?
Yes, after successful payment, you will receive a confirmation email detailing your order information and payment details. Please keep this email for future reference.
How to handle duplicate payments?
If you discover a duplicate payment, please contact our customer service team immediately. We will verify the situation as soon as possible and process a refund or adjustment for you.
What should I do if my payment was interrupted?
Please do not resubmit your order. First, check if your account has been charged. If a charge has been made but the order has not been generated, please contact customer service to resolve the issue.
Why was my payment rejected?
Payment rejection is usually due to the following reasons:
• Incorrect credit card information
• Insufficient bank account balance
• Expired or stolen credit card
Please check the information you entered and confirm your account status. If the problem persists, please contact your bank or credit card company.
Can I make installment payments?
Currently, we do not support installment payment options. Please use one of our supported payment methods for a one-time payment. If you have any questions about payment methods, please feel free to contact our customer service for further assistance.
Will pet clothing affect their activity?
Suitable pet clothing will not affect their activity. Ensure the clothing fits well, is comfortable, and accommodates the pet’s activity level, avoiding anything too tight or too loose.
Are cat beds suitable for all cats?
Most cats enjoy cat beds, but some may prefer open resting areas. Observe your cat’s preferences and choose the type of bed that best suits them.
How to clean a cat bed?
Cat beds should be cleaned regularly, especially the mattress area.
How to choose the right dog bed?
When choosing a dog bed, consider the dog’s size, activity level, and sleeping habits.
Which pets are suitable for pet stairs?
Pet stairs are suitable for senior pets, pets with joint problems, or small pets (such as small dogs or cats) to help them easily get on and off beds, sofas, etc.
Are cat scratching posts helpful for cats?
Cat scratching posts help cats sharpen their claws, relieve stress, and help maintain the health of their claws. They can also protect your furniture from scratches.
Do cat scratching posts need to be replaced regularly?
If the surface of the scratching post is damaged or worn, it should be replaced promptly. Regularly check the stability and material integrity of the scratching post to ensure your cat’s safety while using it.
What types of dog toys are there?
There are many types of dog toys, including rubber toys, rope toys, chew toys, frisbees, balls, etc. When choosing toys, consider your dog’s size, interests, and activity levels.
How to clean and maintain dog toys?
Regular cleaning of dog toys is very important. Soft toys can be washed with warm water, while hard toys can be wiped with a damp cloth. If necessary, they can be machine washed (provided the toy is machine washable).
