Frequently Asked Questions (FAQs)
Welcome to the Paws and Pets Co’s Frequently Asked Questions page. We periodically update our FAQs to respond to questions from our customers and make sure that you are able to have a smooth shopping experience.
Question 1: How long will it take to receive my order?
Answer:
- Handling Time: 1 -2 business days
- Transit Time: 3 - 7 business days
- Estimated Delivery Time: 4 - 10 business days
For more details, please review our Shipping Policy.
Question 2: Do you offer free shipping?
Answer: Yes, we offer free shipping on all orders within Australia. For more information, please visit our Shipping Policy.
Question 3: Where is the Paws and Pets Co located?
Answer: The Paws and Pets Co is an Australian-based online business offering high quality products across pet care. We offer shipping all across Australia.
Question 4: What if my product is broken when it arrives?
Answer: If you receive a defective, broken or incorrect item, we will replace it at no cost to you. Please contact our support team with your order number and we will support you as quickly as we can.
For full details, see our Return Policy: [Return Policy URL]
Question 5: Can I cancel my order after it’s placed?
Answer: Yes. You are able to cancel your order within the first 24 hours of purchase. This likely means the item has not been shipped. To cancel your order within this timeframe, Please contact our support team with your order number and we will support you as quickly as we can.
Question 6: What is your return policy?
Answer: We offer a simple and hassle-free return process. The Full details can be found here in our returns and refunds policy.
Question 7: When will I receive my refund after returning a product?
Answer: If you want a refund for your product you will need to send the product back to us in its original packaging, unused and containing all the pieces, components and accessories. Our team will inspect the product and if approved a refund will be initiated to your original payment method within 7 business days, depending on your payment provider.
For more information, see our returns and refunds policy.
Question 8: How can I contact customer support?
Answer: The easiest way to get in touch is to send us an email to our support team. You can reach our support team through our Contact Us page or by emailing us directly
Question 9: Do you ship internationally?
Answer: At this time we only ship within Australia. In the future we hope to expand to other international locations.
Question 10: Do you have a physical store location?
Answer: At the moment we do not have a physical premise. We are an online-only store, which allows us to offer competitive pricing and a wider product selection. If we had a physical store we would need to pass on some of the significant rental costs on to you as a customer which, I imagine, you would not like.
Question 11: Can I place a bulk order for my business or organization?
Answer: Yes, bulk orders are available. Please contact our customer support team for pricing and details.
Question 12: What is the process for exchanging a product?
Answer: Exchange instructions are outlined in our returns and refunds policy
Question 13: How can I track my order?
Answer: Once your order has shipped, you can track it using our tracking page
Fraud Prevention
The Paws and Pets Co reserves the right to cancel or place orders on hold if they are suspected of fraud or unauthorized activity. Additional identity verification may be requested for high-value or flagged transactions.
If you experience any issues, please contact us first at info@pawsandpetsco.com so we can assist you.
Contact Information
Store Address: 25a Roscoe Street, Bondi Beach, Sydney, 2026, Australia
Store Email: Info@pawsandpetsco.com
Store Phone: +61431622887
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (AEST)
We do our best to reply to your e-mail within 1–2 business days.