Contact Us

Last updated: 5 October 2026

At a glance

• Operator and seller: HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends
• Location: Melbourne, Victoria, Australia
• Email: [email protected]
• Hours: Monday to Friday, 9am-5pm Melbourne time, excluding Victorian public holidays
• Response time: emails are usually answered within one business day
• Website: pawfriends.com.au

HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends operates Pawfriends at pawfriends.com.au. We are based in Melbourne, Victoria, Australia. Today, every product on Pawfriends is sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. Your order may be sent directly to you by one of our supply partners, but your contract of sale is with us. We run the website and checkout, take payment, and handle customer service, delivery problems, returns and refunds. You do not need to contact any supplier.

How can I contact Pawfriends?

You can email us at [email protected] at any time. We reply Monday to Friday, 9am-5pm Melbourne time, excluding Victorian public holidays.

Before you get in touch, you may find a quick answer in our Help Centre & FAQ. If you still need help, email us directly. Using a clear subject line helps us route your message faster.

What should I send for order help?

For orders, delivery, returns, refunds or payment questions, email [email protected] with the subject Order help, Return request, Buyer Protection claim or Payment question.

Please include:

• your order number
• the email address used for the order
• a short description of the issue
• photos or video, if the item is damaged, faulty or not as described

If your order has not yet been dispatched, you can cancel it free of charge by emailing us as soon as possible with your order number. After dispatch, orders 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.

For delivery times, tracking, shipping coverage, lost parcels and damaged parcels, see our Shipping Policy. For returns, refunds and Australian Consumer Law rights, see our Returns Policy. For claim windows and extra protection if something goes wrong, see Buyer Protection.

How do I contact you about returns and refunds?

Email [email protected] with the subject Return request or Refund request.

We accept:

• 14-day change-of-mind returns: tell us within 14 days of delivery, then send the item back within 14 days of telling us, unused, in the original packaging and with any tags
• Faulty, damaged, unsafe or not-as-described items: contact us with your order number and photos or video

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 and return-postage position before you post the item. For items covered by the Australian Consumer Law, we pay any return cost required by law and may refund or replace on photos without asking for the item back.

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. Refunds go back to the original payment method and usually appear within 3-10 business days after they are issued.

How do I contact you about delivery problems?

Email [email protected] with the subject Delivery problem and include your order number.

We deliver to addresses in every Australian state and territory, including regional and remote areas. Delivery is free on every order. Orders are usually dispatched within 1-5 business days and usually arrive within 7-20 business days of ordering. Tracking is emailed when the order is dispatched. If your order has not arrived 20 business days after ordering, or by the latest estimate shown, contact us and we will investigate. If the parcel is confirmed lost, we will send a replacement or give a full refund. If an item is damaged in transit, we will send a replacement or give a full refund.

If a carrier asks you to pay duty, GST or fees for a Pawfriends order, contact us before paying anything.

What payment methods do you accept?

For billing and payment questions, email [email protected] with the subject Payment question.

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, including 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. Payment is taken when the order is placed.

We never store full card numbers. Card payments are processed by Stripe, which is PCI DSS certified. For more detail, see our Payments page.

How do I contact you about privacy?

Email [email protected] with the subject Privacy request.

Contact us for requests to access or correct your personal information, privacy questions or privacy complaints. To fulfil orders, we disclose your name, delivery address, phone number and order details to the supply partner sending the item. Most supply partners are outside Australia, mainly in China. See our Privacy Policy and Cookie Policy.

How do I report an intellectual property issue?

Email [email protected] with the subject IP complaint.

Rights owners can contact us to report listings that may infringe trade marks, copyright or other intellectual property rights, or that may involve counterfeit goods. Please include the listing link, your rights details and the reason for the report. See our Intellectual Property & Counterfeit Reporting policy.

How do I report an unsafe or recalled product?

Email [email protected] with the subject Product safety.

Please include the listing link and details of the issue. If someone has been injured, seek medical help first. You can also read our Product Safety & Recalls and Prohibited Items pages.

How do I ask about selling on Pawfriends?

Email [email protected] with the subject Seller enquiry.

For questions about selling on Pawfriends, applying to become a seller or managing your seller account, see Sell on Pawfriends and Seller Terms.

Pawfriends is opening to independent sellers. When a listing is sold by an independent seller, that seller will be named on the listing and will be the seller of record for that item. Pawfriends Buyer Protection will still apply, and we will handle the claim if the seller does not resolve a problem. Today, all products are sold by us.

When are you available?

Email support is available Monday to Friday, 9am-5pm Melbourne time, excluding Victorian public holidays.

You can email us at any time. Messages received outside business hours are usually answered on the next business day.

Company details

• Operator and seller: HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends
• Location: Melbourne, Victoria, Australia
• Email: [email protected]
• Website: pawfriends.com.au

For more information about who we are and how Pawfriends works, see About Us and our Terms of Service.

How can I tell if a message is really from Pawfriends?

Pawfriends will never ask for your password, full card number or card security code by email, phone or message. If you receive a suspicious message claiming to be from Pawfriends, do not click any links and forward it to [email protected] for review.

Reviews and feedback

If you want to share feedback about your experience, email [email protected]. We do not publish fake, paid or incentivised reviews, and we do not edit reviews to change their meaning. See our Review Guidelines.

If Pawfriends ever stops trading

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