Buyer Protection on eligible orders · Prices in AUD incl. GST · Free shipping Australia-wide
Last updated: 1 October 2026
Find quick answers to common questions below. If you can't find what you need, contact us at [email protected].
Unless a listing says it is sold by an independent seller, you are buying from HYGGO PTY LTD, trading as Pawfriends (ABN 26 680 569 653). Each store groups the range of one of our suppliers, and your order is sent directly by that supplier, usually from overseas.
Yes. You can add items from different stores to your cart and pay once at checkout. Items from different stores are sent separately, so you may receive several parcels, each with its own tracking. Delivery is free.
Yes. All prices are in Australian dollars (AUD) and include GST. Delivery costs are added at checkout and shown before you pay.
Email [email protected] with your order number as soon as possible. We'll contact the seller: if the item hasn't been sent yet, they may be able to change or cancel it. Once an order has been sent, it usually can't be cancelled, but you may be able to return it under the seller's returns terms or the Returns & Refunds Policy.
We currently deliver within Australia only. Some sellers may not deliver to certain remote areas or to PO boxes. If a seller can't deliver to your address, you'll be told at checkout before you pay.
Most orders are sent from overseas and usually arrive within 7–20 business days, depending on your location. You'll get tracking details when your order is sent, and delivery is free Australia-wide.
Each seller sets its own delivery costs, which can vary by region. The delivery cost for your address is shown at checkout before you pay.
When the seller sends your order, we'll email you and add tracking details (where available) to your order page. If you bought from several sellers, each parcel will have its own tracking.
Tracking for overseas parcels can pause for several days while items move through international transit and customs. If there's no update for a long time, or the estimated delivery date has passed, email [email protected] with your order number. We'll contact the seller, and if that doesn't resolve it, we'll handle it as an "item not received" claim under Buyer Protection.
First check your tracking and the estimated delivery date. If the delivery window has passed, email [email protected] with your order number. We'll contact the seller, and if the seller doesn't fix it, we'll handle it as a claim under Pawfriends Buyer Protection.
Under the Australian Consumer Law you're entitled to a remedy – a repair, replacement or refund – when a product has a problem, depending on whether the failure is major or minor. These rights apply whether the seller is in Australia or overseas. Email [email protected] with your order number, photos and a description, and we'll contact the seller for you. See our Returns & Refunds Policy.
Change-of-mind returns are up to each seller and aren't guaranteed. If this matters to you, ask us at [email protected] before you buy. If a seller accepts change-of-mind returns, you'll usually need to pay the return postage, and the item must be unused and in its original condition.
Email [email protected] with your order number first. We'll get the return address and instructions from the seller for you. Some overseas sellers have an Australian return address; others don't. Don't send items back without instructions, as this can delay your refund.
Once a refund is approved, it's sent to your original payment method. Most banks and PayPal show the refund within 3–10 business days, depending on your bank or card provider.
You can pay by card through Stripe, or with PayPal. We don't accept other payment methods at this stage. See Payment Methods & Security.
Yes. Card payments are processed by Stripe and PayPal payments are processed by PayPal. Pawfriends does not store your full card number.
All prices are charged in Australian dollars. Pawfriends doesn't add surcharges for overseas sellers, but some card issuers charge fees if the payment is processed outside Australia. Check with your bank if you see an unexpected fee.
An account lets you see your orders, tracking and saved addresses in one place. Checkout requirements are shown when you check out.
Select "Forgot password" on the sign-in page and follow the link we email you. Pawfriends will never ask you for your password by email or phone.
You can update your details in your account settings. To close your account or request a copy of your personal information, email [email protected] with the subject "Privacy request". See our Privacy Policy.
Email [email protected] with the subject "Seller enquiry" and details about your business and products. We welcome Australian and overseas sellers who can meet our standards. See Sell on Pawfriends and the Marketplace Seller Agreement.
Some items are prohibited or restricted, including weapons, drugs, counterfeit goods, recalled products and products that don't meet Australian mandatory safety standards. See Prohibited & Restricted Items.
To report an unsafe product, email [email protected] with the subject "Product safety" (see Product Safety & Recalls). To report a counterfeit or infringing listing, email [email protected] with the subject "IP complaint" (see Intellectual Property & Counterfeit Reporting).