frequently asked questions (faq)

welcome to the pawfriends faq page. here you will find answers to common questions about ordering,
payment, shipping, returns, and customer support. if you need further assistance, please contact us at
[email protected].

ordering & payment

how do i place an order?

browse our store, add products to your cart, and proceed to checkout.
enter your delivery details, select a payment method, and confirm your order.

what payment methods do you accept?

• visa
• mastercard
• american express
• paypal
• afterpay

is my payment secure?

yes. all payments are processed using secure, encrypted payment gateways.
pawfriends does not store your card or payment details.

can i modify or cancel my order?

orders may be modified or cancelled within 12 hours of purchase.
after this time, orders may already be in processing and changes may not be possible.

products & quality

are all products new?

yes. all products sold on pawfriends are brand new unless clearly stated otherwise on the product page.

what if my product does not match the description?

if you receive an item that does not match its description, you may request a return or exchange
within 14 days of receiving your order.

shipping & delivery

where do you ship?

we ship within australia only.

how much does shipping cost?

shipping is free australia-wide on all orders.

how long does delivery take?

standard delivery takes approximately 7–15 business days.
order processing may take 1–2 business days before dispatch.

how can i track my order?

once your order is shipped, you will receive an email with tracking details.
you can also view your order status in your account under
my account.

returns & refunds

what is your return policy?

we accept returns and exchanges within 14 days of delivery.
items must be unused and in original condition.

who pays for return shipping?

if the item is defective, damaged, or incorrect, return shipping is covered by pawfriends.
for change-of-mind returns, return shipping costs are the responsibility of the customer.

how long do refunds take?

refunds are processed within 5–10 business days after the returned item is received and inspected.
your payment provider may require additional time to release the funds.

account & support

do i need an account to place an order?

no. you can checkout as a guest or create an account to track orders and manage your details more easily.

how do i contact customer support?

our support team is available monday to friday, 9 am to 5 pm aest.

• email: [email protected]