FAQ

ORDERING

How do I place an order?

To place an order, select the quantity and characteristics (size/colour/length/etc.) of your product and click ‘Add to Cart’. Continue doing this until your shopping cart you have everything you want to order.
You can also click ‘Buy Now’ to take you straight to the purchase page.
When your cart has everything, click on the ‘Cart’ icon in the top right of the screen. Check all the items in your cart and then click ‘Proceed to checkout’. You can also change the quantity of each item on this page.
Now either sign-in to your account (icon top right of page) or enter in your shipping details and password to create a new account. Please confirm the shipping method (including delivery comments), any discounts or gift cards you are using and all the items in the order are correct.
Now click ‘Place Order’ and enter in your details to PayPal and click accept. We will process your order and keep you updated every step of the way

Can I send an order as a gift?

Yes. Just make sure the shipping address is for the lucky person. Set the billing address to your address. Unfortunately, gift wrapping is unavailable. However, it is what is inside the box that counts the most.

How much does postage cost?

All postage is free. The price you see is the price you pay.

What if I change my mind after purchase? How do I cancel the order?

Your purchase will be prepared quickly for shipping. Quickly drop a mail to our customer support team (homeandcosyau@gmail.com) to cancel your order. If your order has already shipped (we are that fast) then the standard 30-day return policy applies.

Can I change or cancel my existing order after purchase?

It is not possible to change an order after you have paid for it.
You can cancel an order with a quick email to homeandcosyau@gmail.com with your order details. Please note that our order shipping teams are fast, so you are in a race against time to cancel.
If you want to add items to an order, then quickly cancelling and creating a new order is an option. Otherwise, take advantage of our free/cheap shipping and just make another order.

Where is my confirmation email?

You should see your confirmation email within a few minutes of your order. Please check your spam/junk mail folder if you can’t see it. If you still can’t find your confirmation email, then please email us at homeandcosyau@gmail.com for help.

 

Why was my order cancelled?

You should see your confirmation email within a few minutes of your order. Please check your spam/junk mail folder if you can’t see it. If you still can’t find your confirmation email, then please email us at homeandcosyau@gmail.com for help.
 
PAYMENT

How can I pay for my order?

We currently offer PayPal as the only payment system. You do not need to have a PayPal account to use PayPal.

You can pay with any major bank card through the PayPal system.

 

Why was my card declined?

There are many reasons this could happen. Double-check you entered your card details correctly. If this does not work, then contact your bank to work out why.

 

Can I make an order online and pay for it over the phone?

We seek to offer the best prices and fastest service. Sadly, we only offer online payment options since we are an online-only business.

 

When will my bank account be charged?

Mostly, your bank account will be charged as soon as your order is made. In some cases, you will only be charged when your order is ready to ship. If there are any issues, please contact our customer support staff (homeandcosyau@gmail.com)

 

RETURNS

I have changed my mind. Can I return an item or an entire order?

Each supplier has different return policies. Generally, you may be liable for the shipping involved in receiving a replacement product. Again, each supplier is different so check the item listing for the return policies.

 

What happens if an item I bought is damaged or defective?

We are deeply sorry this has happened. Please email us at info@petpawz.com.au with your order number and a description of the issue (pictures are very helpful too). We will work with you from there to rectify the problem. We will ship you a replacement item or issue a refund depending on which option you want.

 

How long does the return process take? How long until I see money in my account?

It depends on the supplier It could easily take 2 weeks or more. First, the supplier needs to receive your package (this can take time). Secondly, that order needs to be processed (usually with 2 to 3 days). At this stage you should receive an email saying your order has been processed. From there it will take approximately 5 to 7 business days for the refund to appear in your bank account.

 

TECHNICAL ISSUES

I have a technical issue. What do I do?

Each supplier has different return policies. Generally, you may be liable for the shipping involved in receiving a replacement product. Again, each supplier is different so check the item listing for the return policies.

 

ACCOUNTS

Do I need an account to place an order?

Creating an account is a simple way for you to track your orders and all your purchases. You however do not need to create an account to place an order

 

I have forgotten my password. What do I do?

Please navigate to the account login page (icon on top right of website) or click this link [[https://petpawz.com.au/customer/account/forgotpassword/]] directly.

In the event you have issues with your email also, please email info@petpawz.com.au and we will help you out.

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