About Pawfriends

Last updated: 5 October 2026

At a glance

• Operator and seller: HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends, based in Melbourne, Victoria, Australia.
• Website: pawfriends.com.au. Today, every product on Pawfriends is sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends.
• Where we deliver: Australia only, including all states and territories, and regional and remote areas.
• Shipping cost: Free on every order. Prices are in AUD and include GST.
• Dispatch and delivery: Usually dispatched in 1-5 business days and usually delivered within 7-20 business days of ordering.
• Contact: [email protected] Monday to Friday, 9am-5pm Melbourne time, excluding Victorian public holidays.
• What's changed: This page was rewritten on 5 October 2026 to be clearer and more complete, and 14-day change-of-mind returns were introduced.

Who runs Pawfriends?

Pawfriends is an online marketplace operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends, based in Melbourne, Victoria, Australia. We run the website and checkout, take payment, and handle customer service, delivery problems, returns and refunds.

You can learn more about who we are on this page, or contact us at [email protected]. Our website is pawfriends.com.au.

How does Pawfriends work?

Today, every product on Pawfriends is sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. The contract of sale is with HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends, not with a supply partner. You do not need to deal with a supplier directly.

Each store on Pawfriends groups the range of one of our supply partners, including manufacturers and wholesalers. Your order is sent directly to you by that supply partner, usually from overseas. This lets us offer a wide range of products on one website, with one checkout, one customer service team and one set of buyer protections.

• HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends is the seller of record for all current listings on Pawfriends.
• HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends processes payment when you place your order and handles all order support after purchase.
• Pawfriends Buyer Protection applies to eligible orders. See Pawfriends Buyer Protection for claim windows and how claims are handled.
• Independent sellers: we are opening Pawfriends to independent sellers. When a listing is sold by an independent seller, the seller is named on the listing and is the seller of record for that item. Pawfriends Buyer Protection still applies, and we handle the claim if the seller does not resolve a problem. Today, all products are sold by us.

Where do products ship from?

Most products are sent by our supply partners from overseas, mainly from China. A smaller number of suppliers send from Australia, and the listing says so where that applies.

We deliver only within Australia, including every state and territory, and regional and remote areas. Some items cannot be sent to PO boxes or parcel lockers; if so, this is shown before payment.

• Delivery area
  What to expect: Australia only
• Shipping cost
  What to expect: Free on every order, no minimum spend
• Dispatch time
  What to expect: Usually 1-5 business days
• Delivery time
  What to expect: Usually 7-20 business days of ordering
• Tracking
  What to expect: Emailed when the order is dispatched

Regional and remote delivery, customs checks, public holidays and peak periods can add time. Delivery timeframes are estimates, not guarantees.

Shipping is free on every order, with no minimum spend. Prices are in AUD and include GST. There is nothing to pay on delivery. If a carrier asks you to pay duty, GST or other fees for a Pawfriends order, please contact us at [email protected] before paying.

Tracking is emailed when your order is dispatched. International tracking may not update for several days while the parcel is in transit or clearing customs. If your order includes items from different stores, they may arrive in separate parcels.

If your order has not arrived 20 business days after ordering, or by the latest estimated delivery date shown, contact us and we will investigate. If the parcel is confirmed lost, or if it is damaged in transit, we will send a replacement or give a full refund.

See our Shipping & Delivery Policy for full details.

How do payments work?

What payment methods do you accept?

We accept Visa, Mastercard and American Express cards processed by Stripe, Apple Pay and Google Pay on supported devices via Stripe, and PayPal.

We do not offer buy now, pay later or instalment services. This means no Afterpay, Zip, Klarna, Humm, Latitude, PayPal Pay in 4 or PayPal Credit. We also do not accept bank transfer, cash, cheque, cryptocurrency or third-party gift cards.

When is payment taken?

Payment is taken when you place your order.

How is payment information handled?

We never store your full card number, and Stripe is PCI DSS certified.

How are refunds paid?

Refunds are returned to the original payment method and, once issued, usually appear within 3-10 business days.

Learn more on our Payment Methods & Security page.

Can I cancel an order?

Yes. You can cancel an order free of charge until it has been dispatched by emailing us with your order number as soon as possible. After dispatch, the order can no longer be cancelled.

If a price or product detail is obviously wrong, we may cancel the order before dispatch and refund it in full.

What if something goes wrong?

Your rights under Australian Consumer Law

Your rights under the Australian Consumer Law always apply, whether the item ships from Australia or overseas. If a product is faulty, unsafe, not as described or not fit for purpose, we provide a remedy as required by the ACL, which may be a repair, replacement or refund.

For these problems, we pay any return cost. For many items, we can approve a replacement or refund from photos without asking for the item back. If a return is needed, we will provide the return address, which may be overseas, and either a prepaid label or reimbursement of the postage.

Our additional return and Buyer Protection commitments

We also offer 14-day change-of-mind returns. Tell us by email within 14 days of delivery, then send the item back within 14 days of telling us, unused, in its original packaging with any tags.

For change-of-mind returns, the buyer pays the return postage to the return address we provide. For most items this is the supply partner's address overseas, mainly in China, so international postage applies. We tell you the return address before you post the item.

We refund the item price within 3 business days of receiving the returned item, or proof of postage with tracking, to the original payment method.

Not returnable for change of mind are opened cosmetics, personal care and hygiene items, underwear and swimwear with the hygiene seal removed, pierced earrings, perishable goods, gift cards and items made to order.

Pawfriends Buyer Protection also gives extra claim windows in addition to your ACL rights. See Pawfriends Buyer Protection for details.

How do I report a problem?

1. Email [email protected].
2. Include your order number.
3. Add photos or video if the item is damaged, faulty or not as described.
4. We will reply with what happens next.

Approved refunds are processed within 3 business days of approval, or within 3 business days of receiving the returned item when a return is required.

See our Returns & Refunds Policy and Pawfriends Buyer Protection page for full details, including claim windows.

What do we stand for?

Clear prices

All prices on Pawfriends are in Australian dollars and include GST. Shipping is free on every order, so there is no delivery charge to add at checkout.

Safe and lawful products

Products offered on Pawfriends must comply with Australian law, including applicable mandatory product safety standards and bans. We do not allow prohibited, recalled, counterfeit or unsafe products.

Read our Prohibited & Restricted Items and Product Safety & Recalls policies for more information.

Honest reviews

Reviews should help people make informed decisions. We do not allow fake, paid or incentivised reviews, and we do not edit reviews to change their meaning.

See our Reviews & Community Guidelines.

How is my information used to fulfil orders?

To fulfil your order, we disclose your name, delivery address, phone number and order details to the supply partner sending the item. Most of these supply partners are outside Australia, mainly in China. We handle this as a cross-border disclosure under Australian privacy law.

Read our Privacy Policy and Cookie Policy for more information.

Want to sell on Pawfriends?

We welcome Australian and overseas businesses that can meet our standards. Find out more on Sell on Pawfriends. Seller enquiries can be sent to [email protected].

If you become an independent seller on Pawfriends, you must follow our marketplace rules and seller terms. See Seller Terms.

How can I contact HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends?

If you have a question, please visit our Help Centre or Contact Us page.

You can contact HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends by email at [email protected]. Emails are usually answered within one business day.

For faster help, please include a clear subject line such as orders, returns, privacy, intellectual property or seller enquiry.

What else should I know?

If Pawfriends ever stops trading, HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends remains responsible for orders already placed, refunds and claims.

Our terms are governed by the law of Victoria, Australia, without taking away the mandatory consumer protections of the buyer's own country. You can read more in our Terms of Service.

You can also read our Intellectual Property Policy and other store policies linked throughout this page.