Sell on Pawfriends

Last updated: 5 October 2026

At a glance

Pawfriends is operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends in Melbourne, Victoria, Australia.
Seller enquiries: [email protected] with the subject line Seller enquiry.
Today, all products on Pawfriends are sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends; we are opening Pawfriends to independent sellers.
Independent sellers must meet our legal, product safety, fulfilment and customer service standards.
We usually answer emails within one business day.

Pawfriends is operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends in Melbourne, Victoria, Australia. You can contact us about selling on Pawfriends at [email protected] with the subject line Seller enquiry. We usually answer emails within one business day.

Why sell on Pawfriends?

Pawfriends is an Australian online marketplace available at pawfriends.com.au, based in Melbourne. We connect sellers with shoppers across Australia through one trusted checkout. Whether you ship from an Australian warehouse or from overseas, Pawfriends gives approved businesses a way to sell to Australian customers.

Today, all products on Pawfriends are sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends. We are opening Pawfriends 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 handle the claim if the seller does not resolve a problem.

Australia-wide reach – sell to shoppers across every Australian state and territory, including regional and remote areas, from a single seller account.
We run the checkout – Pawfriends handles the storefront, checkout and payment processing. Buyers can pay by Visa, Mastercard or American Express card processed by Stripe, Apple Pay and Google Pay on supported devices via Stripe, or PayPal.
Buyer trust – clear store policies and Pawfriends Buyer Protection help buyers feel confident purchasing from sellers they have not bought from before.
Your prices and fulfilment settings – during onboarding you set your prices, dispatch times, delivery estimates and other approved fulfilment settings for your listings, subject to our platform rules and seller terms.
Transparent information for buyers – buyers should be shown accurate listing information, including where an item ships from and estimated delivery timing, before they pay.
Local and cross-border sellers welcome – we accept both Australian-warehouse sellers and overseas sellers who can meet our standards and Australian legal requirements.

Who can sell on Pawfriends?

We welcome registered businesses that can supply quality products to Australian consumers, including:

Australian sellers shipping from a warehouse in Australia
Overseas sellers shipping direct to Australian buyers

All sellers must:

be a legally registered business in their country, and provide accurate business, identity and contact details
comply with Australian law when selling to Australian consumers, including the Australian Consumer Law and applicable product safety, labelling and recall requirements
be registered for GST where required by Australian law
only sell products that are genuine, safe and allowed under our Prohibited & Restricted Items policy
provide accurate listings, clear photos, complete descriptions, and any required warnings, instructions or compliance information
be able to dispatch orders on time and provide tracking where available
be able to handle returns and refunds, including remedies for faulty, unsafe or misdescribed items as required by law and our policies
meet our service standards for communication, fulfilment and dispute handling

How does selling on Pawfriends work?

Apply – email us with details about your business and products.
Verification – we review your application and may ask for business registration documents, identity information, product information, compliance evidence and other onboarding details.
Set up – once approved, you accept the Seller Terms, set up your seller account and payout details, and configure your listings and fulfilment settings.
List – create accurate listings with clear photos, full descriptions, required safety warnings and where the item ships from.
Sell and fulfil – when a buyer orders, you pack and send the item within your stated handling time and upload tracking where available.
Get paid – Pawfriends collects the payment at checkout and pays you out, less applicable fees, according to the payout schedule in your seller terms, fee schedule and dashboard.

What fees apply?

Pawfriends charges a commission on each sale, calculated as a percentage of the item price including GST, plus fees for any optional services you choose to use.

The rates that apply to you are set out in your fee schedule, which is provided during onboarding and shown in your seller dashboard before any of your listings go live. We may change our fees by giving you at least 30 days' notice. See the Seller Terms for how fees and payouts work.

What are your responsibilities as a seller?

When independent sellers are live on Pawfriends, the named seller on a listing will be the seller of record for that product. That seller will be responsible for fulfilment, product quality and safety, accurate listings, and honouring buyers' rights under the Australian Consumer Law. Pawfriends, operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends, runs the website and checkout, collects payment from the buyer, and administers Buyer Protection and dispute handling on the platform.

If a buyer's issue is not resolved, we may step in under our policies. Sellers should read:

Reviews on Pawfriends must be genuine. Fake, paid or incentivised reviews are not allowed, and reviews are not edited to change their meaning.

How are orders, payments and customer service handled?

HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends operates the Pawfriends website and checkout. Buyers never need to deal directly with a supplier to get customer support on orders currently sold by us. For marketplace sales by independent sellers, the seller remains responsible for the sale, but Pawfriends Buyer Protection still applies and we may step in if needed.

Accepted buyer payment methods on Pawfriends are 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. Refunds to buyers are sent back to the original payment method and, once issued, usually appear within 3-10 business days.

Buyers can cancel an order free of charge until it has been dispatched by emailing us with the order number as soon as possible. After dispatch, an order can no longer be cancelled. If a price or product detail is obviously wrong, we may cancel the order and refund it in full before dispatch.

What shipping and fulfilment standards apply?

Pawfriends serves buyers in Australia only. Sellers must be able to fulfil orders to Australian addresses across all states and territories, including regional and remote areas, subject to any lawful carrier or product restrictions disclosed before payment.

For products sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends today, delivery is free on every order, with no minimum spend, prices are in AUD and include GST, and there is nothing to pay on delivery. If a carrier asks a buyer for any payment for a Pawfriends order, the buyer is asked to contact us before paying. Independent sellers approved in future must follow the shipping and pricing rules in their onboarding materials and seller terms, including any requirements about what charges may be shown to buyers and when.

Delivery area
Details: Australia only, including all states, territories, regional and remote areas
Shipping cost for products sold by us today
Details: Free on every order, no minimum spend
Dispatch estimate
Details: Usually 1-5 business days
Delivery estimate
Details: Usually 7-20 business days from ordering
Tracking
Details: Emailed when dispatched; international tracking may not update for several days in transit or customs

Most current Pawfriends items are sent from overseas, mainly China. A few suppliers send from Australia and the listing says so. Current platform estimates are that orders are usually dispatched within 1-5 business days and usually arrive within 7-20 business days of ordering, but regional and remote areas, customs checks, public holidays and peak periods can add time. These are estimates, not guarantees.

Tracking is emailed when the order is dispatched. Orders with items from several stores may arrive in separate parcels.

If an order has not arrived 20 business days after ordering, or by the latest estimate shown, the buyer can contact us and we investigate. If appropriate, we send a replacement or give a full refund. If an item is damaged in transit, the buyer can receive a replacement or full refund.

What return and refund rules must sellers meet?

Independent sellers on Pawfriends must comply with Australian Consumer Law and our platform rules. Australian Consumer Law guarantees always apply, whether an item ships from Australia or overseas. For faulty, unsafe, misdescribed or otherwise non-compliant items, the remedy will be repair, replacement or refund as the law provides.

For current products sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as Pawfriends, we pay any return cost for ACL problems. For many items, we refund or replace on photos without asking for the item back. If a return is needed, we provide the return address, which may be overseas, and either a prepaid label or reimbursement of the postage.

In addition to ACL rights, products currently sold by us include a 14-day change-of-mind return policy. The buyer must 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 tell the buyer the return address before they post the item.

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

Problems should be reported by email with the order number and photos or video where relevant. Approved refunds are processed within 3 business days of approval, or within 3 business days of receiving the returned item where a return is required. Refunds are returned to the original payment method.

Buyer Protection claim windows, in addition to rights under the Australian Consumer Law, are:

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

How do I apply?

Email [email protected] with the subject line Seller enquiry and include:

your business name, country of registration and registration number, and for Australian businesses your ABN
a contact person, email address and phone number
your website or existing sales channels, if any
the product categories you would like to sell and an estimate of the number of products
where your stock ships from, and your usual handling and delivery times to Australia
your returns address or returns process for Australian buyers
any relevant compliance information, certifications or safety documentation for your products

We review applications case by case and may request further information. Not all applications will be approved.

Our privacy practices for seller and buyer information are explained in our Privacy Policy. For order fulfilment on products sold by us, buyer name, delivery address, phone number and order details are disclosed to the supply partner sending the item, most of whom are outside Australia, mainly in China.

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. This page and related policies are governed by the law of Victoria, Australia, without taking away the mandatory consumer protections of the buyer's own country.