PawFriends Frequently Asked Questions (FAQ)

Welcome to our FAQ page where you’ll find answers to the most common questions about shopping with PawFriends, Australia’s premier pet store. If you can’t find what you’re looking for, please contact our pet care specialists.

Ordering & Payment FAQ

How do I place an order on PawFriends?

Placing an order on PawFriends is simple! Browse our pet supplies, select the items you want, add them to your cart, and proceed to checkout. You’ll need to provide your shipping information and select a payment method before finalizing your purchase.

What payment methods does PawFriends accept?

PawFriends accepts various payment methods including:

• Credit/debit cards (Visa, Mastercard, American Express)
• PayPal
• AfterPay
• Direct bank transfers

All payments are processed securely through our payment gateway.

Is it safe to use my credit card on PawFriends?

Yes, PawFriends uses industry-standard encryption and security measures to protect your payment information. We do not store your credit card details on our servers, and all transactions are processed through secure payment gateways that comply with PCI DSS standards.

Can I modify or cancel my order after it’s placed?

To modify or cancel your order, please contact our pet care team within 12 hours of placing your order via email at [email protected] or through our live chat service. Modifications or cancellations cannot be guaranteed once your order enters the processing stage.

Products & Quality FAQ

How does PawFriends ensure pet product quality?

At PawFriends, we have strict quality control processes for all pet supplies. We carefully select trusted manufacturers and brands, test products on quality and safety, and continuously monitor product reviews. Our pet specialists personally evaluate products before they’re added to our Australia Pet Store.

Are all products brand new?

Yes, all pet supplies sold on PawFriends are brand new. We do not sell used, refurbished, or second-hand items, ensuring your pets receive only the freshest and safest products.

Where do PawFriends products come from?

PawFriends connects you directly with trusted pet product manufacturers, suppliers, and brands from both Australia and around the world. Each product listing indicates the country of origin, so you always know where your pet supplies are coming from.

What if the pet product doesn’t match its description?

If you receive an item that doesn’t match its description, you’re entitled to a full refund or replacement. Simply initiate a return through your account within 30 days of delivery, and our pet care team will assist you immediately.

Shipping & Delivery FAQ

Is shipping free on PawFriends?

Yes! PawFriends offers free standard shipping on all orders to any address in Australia. There’s no minimum purchase required to qualify for free shipping.

How long will it take to receive my order?

Standard shipping times are typically 7-15 business days for metro areas and 12-20 business days for regional and remote areas. PawFriends Plus members can choose free express shipping, which reduces delivery times significantly.

Do you ship internationally?

PawFriends primarily serves Australian customers with domestic shipping options. Products may be shipped from both Australian and international locations, depending on the supplier. International shipping to select destinations is available on a case-by-case basis. Please contact our customer service team for specific information.

How can I track my package?

Once your order ships, you’ll receive a tracking number via email. You can also find tracking information in your PawFriends account under “My Orders.” Our tracking system provides real-time updates on your package’s journey.

Returns & Refunds FAQ

What is PawFriends’ return policy?

PawFriends offers an easy, hassle-free return process. You may return most new, unopened items within 30 days of delivery for a full refund. You may also return most opened items within 30 days of delivery, provided they’re in good condition with all original packaging.

How do I return an item?

To initiate a return, follow these simple steps:

• Log in to your PawFriends account
• Go to “My Orders”
• Find the order with the item you wish to return
• Select “Return/Refund”
• Follow the instructions to complete your return request

Once approved, you’ll receive return shipping instructions.

Who pays for return shipping?

Return shipping responsibility depends on the reason for return:

Return shipping labels will be provided based on your return reason.

How long do refunds take to process?

Once we receive your returned item, we’ll inspect it and process your refund within 5-10 business days. The time it takes for the refund to appear in your account depends on your payment method and financial institution, typically an additional 2-10 business days.

Account & Pet Care Service FAQ

How do I create a PawFriends account?

Creating an account is easy. Click the “Sign Up” button at the top right of Australia’s Pet Store website, enter your email address and create a password. You can also sign up using your Google or Facebook account for faster access.

What is PawFriends Plus membership?

PawFriends Plus is our premium pet parent membership program that offers benefits including:

• Free express shipping on all orders
• Early access to sales and promotions
• Exclusive discounts on select products
• Priority customer service

You can join PawFriends Plus for $9.99/month or $99/year (saving over 17%).

How can I contact PawFriends pet care specialists?

Our pet care team is available through multiple channels:

• Email: [email protected]
• Live Chat: Available Monday-Friday, 9am-4pm AEST
• Contact Form: Available on our Contact Us page

We aim to respond to all pet care inquiries within 24 hours during business days.

Pet Care & Products FAQ

Does PawFriends offer pet food subscription services?

Yes! Our “Never Run Out” subscription service ensures your pets always have their favorite food. You can set the delivery frequency (every 2-8 weeks), and save 10% on every recurring order. Subscriptions can be paused, modified, or canceled at any time.

Do you offer veterinary advice?

While our pet care specialists are knowledgeable about pet products and general care, we cannot provide veterinary advice. For health concerns, please consult your veterinarian. We can recommend products based on your vet’s recommendations.

How do I know which pet food is right for my pet?

We offer a “Perfect Match” pet food finder tool on our website that can suggest appropriate options based on your pet’s species, age, weight, breed, and special dietary needs. For personalized recommendations, our pet nutritionist consultations are available to PawFriends Plus members.

Do you sell prescription pet medications or foods?

Yes, PawFriends offers prescription diets and certain pet medications. These products require verification of a valid veterinary prescription before shipping. Simply upload your prescription during checkout or email it to [email protected] with your order number.

Still Have Questions?

If you couldn’t find the answer to your question in our FAQ, please don’t hesitate to contact our pet care team. We’re here to help you and your furry, feathered, or scaly friends, and will respond to your inquiry as quickly as possible.

For more detailed information about specific policies, please refer to our Terms of Use, Privacy Policy, and Shipping & Delivery pages.