Help Centre & FAQ

Last updated: 5 October 2026

At a glance

• Seller and operator: HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends, Melbourne, Victoria, Australia.
• Contact: [email protected].
• Response time: emails are usually answered within one business day.
• Delivery: Australia only, free on every order, usually dispatched in 1-5 business days and usually delivered within 7-20 business days of ordering.
• Returns: 14-day change-of-mind returns on eligible items, plus rights under the Australian Consumer Law.
• Payments: Visa, Mastercard, American Express, Apple Pay, Google Pay and PayPal only. No buy now, pay later or instalments.

Find quick answers to common questions below. If you cannot find what you need, contact HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends at [email protected]. We are based in Melbourne, Victoria, Australia.

This page is a summary. For full details, see our Shipping Policy, Returns & Refunds Policy, Buyer Protection, Payment Methods & Security, Terms of Service and Privacy Policy.

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.

Ordering

Who am I buying from?

Unless a listing clearly says it is sold by an independent seller, you are buying from HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. Today, all products on Pawfriends are sold by us.

Pawfriends is an online marketplace where each store groups the range of one of our supply partners. Your order is sent directly to you by that supply partner, usually from overseas and mainly from China.

The contract of sale is with HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. We run the website and checkout, take payment, and handle customer service, delivery problems, returns and refunds, so you do not need to deal with a supplier.

Can I buy from more than one store in a single order?

Yes. You can add items from different stores to your cart and pay once at checkout. If your order contains items from different stores, they are usually sent separately, so you may receive several parcels and several tracking numbers.

Do prices include GST?

Yes. All prices on Pawfriends are in Australian dollars (AUD) and include GST. Delivery is free on every order with no minimum spend.

There is nothing to pay on delivery. If a carrier asks you to pay duty, GST or any fee for a Pawfriends order, contact us before paying.

Can I change or cancel my order?

Yes, if it has not been dispatched yet. Email [email protected] as soon as possible with your order number and the subject line Order change or Order cancellation.

You can cancel free of charge until dispatch. Once an order has been dispatched, it can no longer be cancelled.

If a price or product detail is obviously wrong, we may cancel the order before dispatch and give you a full refund to your original payment method.

Delivery and tracking

Where do you deliver?

We currently deliver within Australia only, including every state and territory and regional and remote areas.

Some items cannot be delivered to PO boxes or parcel lockers. If that applies, it will be shown before you pay.

How long will delivery take?

Most items are dispatched within 1-5 business days and usually arrive within 7-20 business days of ordering.

Most items are sent from overseas, mainly from China. A small number are sent from Australia, and the listing says so.

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

How much does delivery cost?

Delivery is free on every order Australia-wide. There is no minimum spend.

How do I track my order?

We email tracking when your order is dispatched. International tracking may not update for several days while the parcel is moving through transit or customs.

If your order contains items from several stores, each parcel may have its own tracking number.

My tracking has not updated for a while. What should I do?

This can be normal for international deliveries. Tracking sometimes pauses for several days while a parcel is in transit or customs.

If there has been no update for a long time, or your latest estimated delivery date has passed, email [email protected] with your order number and the subject line Tracking help. We will investigate for you.

My order has not arrived. What can I do?

First, check your tracking and the latest estimated delivery date. If your order has not arrived 20 business days after ordering, or by the latest estimate shown, contact us at [email protected] with your order number and the subject line Item not received.

We will investigate and, if the parcel is confirmed lost or does not arrive, we will send a replacement or give you a full refund.

What if my order arrives damaged?

Email [email protected] with your order number, a description of the damage and clear photos or video, using the subject line Damaged item.

If an item was damaged in transit, we will offer a replacement or a full refund.

Returns and refunds

My item is faulty, unsafe or not as described. What are my rights?

Your rights under the Australian Consumer Law always apply, whether the item ships from Australia or overseas. If an item is faulty, unsafe, not as described or not fit for purpose, you may be entitled to a repair, replacement or refund, depending on the problem and the law.

To report a problem, email [email protected] with your order number, a description of the issue and photos or video. Use the subject line Return request or Faulty item. We will reply with what happens next.

For Australian Consumer Law problems, we pay any return cost. For many items, we can approve a refund or replacement from photos without asking you to send the item back. If a return is needed, we will give you the return address, which may be overseas, and either provide a prepaid label or reimburse the postage.

Can I return something if I change my mind?

Yes, for eligible items. Tell us by email within 14 days of delivery, then send the item back within 14 days of telling us. The item must be unused, in its original packaging and include any tags.

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

We refund the item price within 3 business days of receiving the returned item, or of receiving proof of postage with tracking where accepted. Refunds are sent to the original payment method and usually appear within 3-10 business days after we issue them.

Change-of-mind returns are not available for opened cosmetics, personal care and hygiene items, underwear and swimwear with the hygiene seal removed, pierced earrings, perishable goods, gift cards or items made to order.

You can also cancel an order free of charge before dispatch.

How do I start a return?

1. Email [email protected] with your order number and the reason for the return.
2. If the item is faulty, damaged, unsafe or not as described, include clear photos or video if possible.
3. Wait for our reply before posting anything back.
4. If a return is required, we will give you the correct return address and instructions.
5. Send the item within the stated time frame if your return is approved.

Where do I send a return?

Do not send anything back without contacting us first. If a return is required, we will give you the correct return address and instructions.

The return address may be in Australia or overseas depending on the item and supplier. For most change-of-mind returns, the return address is the supply partner's address overseas, mainly in China.

How long do refunds take?

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 are always sent back to the original payment method. Once issued, they usually appear within 3-10 business days, depending on your bank, card provider or PayPal.

How long do I have to make a Buyer Protection claim?

In addition to your rights under the Australian Consumer Law, Pawfriends Buyer Protection has these claim windows:

• Item not received: from the latest estimated delivery date until 30 days after it.
• Item not as described or faulty: within 30 days of delivery.

See Buyer Protection for full details.

Outside these windows, contact us anyway. Your rights under the Australian Consumer Law can still apply.

Payments

What payment methods can I use?

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 accept any other payment methods. In particular, 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.

When am I charged?

Payment is taken when you place your order.

Is it safe to pay on Pawfriends?

Yes. Card payments are processed by Stripe and PayPal payments are processed by PayPal. We never store your full card number. Stripe is PCI DSS certified.

See Payment Methods & Security for more information.

Why was I charged a foreign transaction fee?

All prices on Pawfriends are charged in AUD. We do not add surcharges for overseas suppliers, but some banks or card issuers may charge their own foreign transaction or international processing fee. If you see an unexpected fee, please check with your bank or card provider.

Your account

Do I need an account to buy?

Checkout requirements are shown during checkout. If you create an account, you can usually see your orders, tracking and saved details in one place.

I forgot my password. How do I reset it?

Select Forgot password on the sign-in page and follow the reset link we email you. HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends will never ask you for your password by email or phone.

How do I update my details or close my account?

You can update account details in your account settings where available. To close your account or request access to your personal information, email [email protected] with the subject line Privacy request. See our Privacy Policy for more information.

Who sees my order details?

To fulfil your order, we disclose your name, delivery address, phone number and order details to the supply partner sending the item. Most of those supply partners are outside Australia, mainly in China.

This cross-border disclosure is explained in our Privacy Policy.

Sellers

How do I become a seller on Pawfriends?

Email [email protected] with the subject line Seller enquiry and include details about your business and products. See Sell on Pawfriends and the Seller Terms.

Pawfriends is opening to independent sellers. When a listing is sold by an independent seller, the 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.

What cannot be sold on Pawfriends?

Some items are prohibited or restricted, including weapons, drugs, counterfeit goods, recalled products and products that do not meet Australian mandatory safety standards. See Prohibited & Restricted Items.

How do I report a listing?

To report an unsafe product, email [email protected] with the subject line Product safety. See Product Safety & Recalls.

To report a counterfeit or infringing listing, email [email protected] with the subject line IP complaint. See Intellectual Property & Counterfeit Reporting.

Reviews

Are reviews on Pawfriends moderated or paid for?

No. We do not publish fake, paid or incentivised reviews, and we do not edit reviews to change their meaning. See Review Guidelines.

Still need help?

Please contact HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends at [email protected]. You can also visit Contact Us or About Us.

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.