Quick answers to the questions we get most. Tap a question to see the answer.
Orders and payment
How do I pay?
You pay at checkout, and the payment options are shown there. All prices are in Australian dollars and include GST.
Can I change or cancel my order?
Yes, if it hasn't been dispatched yet. Message us through the contact page with your order number as soon as you can.
I didn't get a confirmation email
Check your spam or promotions folder first. If it's not there, contact us and we'll check your order went through.
Is there a subscription?
No. You buy things like fountain filters when you need them.
Shipping and delivery
How much is shipping?
Nothing. Shipping is free on every order within Australia, with no minimum spend. See Shipping & Delivery for the full details.
How long will my order take?
Most orders take 7 to 15 business days after dispatch. We dispatch within 1 to 3 business days.
Wooden dog ramps take longer, usually 5 to 7 weeks. Regional areas can take a few extra days.
How do I track my order?
We email you a tracking number when your order is dispatched. Tracking can take 2 to 4 days to start updating.
Why did my order come in more than one parcel?
Kits and orders with several products can come from different warehouses. Each parcel gets its own tracking number.
Do you ship outside Australia?
Not at the moment.
Will I have to pay anything when it arrives?
No. There are no customs fees or extra charges on delivery.
Returns and problems
Can I return something if I change my mind?
Yes. Unused items in their original packaging can be returned within 30 days of delivery. Contact us first with your order number.
You pay the return postage for change-of-mind returns. See Returns & Refunds.
My item arrived damaged or faulty
Send us a photo of the item and the box as soon as you can. We'll send a replacement or refund you, and you won't pay anything to sort it out.
How long do refunds take?
We refund to your original payment method within 5 business days of getting the return back. Your bank may take a few more days to show it.
Choosing products
Should I get a ramp or stairs?
Ramps suit dogs with sore joints or long backs, because there's no stepping. Stairs take up less floor space and suit pets who can still manage small steps.
Measure the height of your bed or couch first and pick one that reaches it. Stairs arrive much faster than wooden ramps.
How do I pick the right bed size?
Measure your pet from nose to tail while they're lying down and add a bit of room. If you're stuck between two sizes, go for the bigger one, or ask us.
How often do I change fountain filters?
Every 2 to 4 weeks. Change them more often if you have several pets or it's hot.
Does the fountain come with a wall plug?
No. It runs from a USB cable, so you can use any USB phone charger you already have.
How do I clean a fountain?
Take it apart and wash it in warm, soapy water every 1 to 2 weeks. Clean the pump too, because hair and grime build up there. Don't put the pump in the dishwasher.
Still got a question?
Send us a message and we'll reply within 1 to 2 business days.