HELP & FAQ'S

In this section you’ll find answers to some of the more common questions we receive. If your question is not covered here please refer to the contact us page to lodge a support request.

What payment options are available?

We currently support payments made via Visa, MasterCard, PayPal and AfterPay.

How much do you charge for shipping?

We offer FREE Shipping for orders over $100 AUD for orders within Australia. Orders less than $100 AUD will typically start at $6.80 AUD for Western Australian metropolitan deliveries, $7.95 AUD for interstate and remote deliveries and $18.45 for international deliveries.

How do I have my online order sent to an alternate delivery address?

There is an option available during checkout that allows you to specify an alternate delivery address. Please look for the checkbox titled “Select a different shipping address”. Selecting this option will allow you to provide an alternate delivery address for your order.

How do I cancel an online order?

As you cannot directly cancel an online order yourself, you’ll need to contact us via our contact us form for assistance. Email cancellations will require 24 hours’ notice (excluding non-working days, i.e. weekends and public holidays). Orders that have already been dispatched or that are noted as delivered cannot be refunded until the order has been returned to us. Under these circumstances shipping fees cannot be refunded.

How do I check the status of my order?

You may check the status of your online order at any time by logging in to your account (my account section) and clicking on the Orders link. This page will allow you to view the status of any current or previous orders you have placed with us online. For more detailed information about a particular order we ask that you contact us directly via our contact page. Please include your order number with any emails as this will allow us to respond to your enquiry as quickly as possible and help to avoid any confusion.

I have received a shipping confirmation, but my order hasn’t arrived. What should I do?

Before contacting us please ensure you have allowed sufficient time for your order to arrive. Western Australian metropolitan deliveries normally range between 1 – 2 business days. Interstate and remote delivery times will range between 3 – 7 business days. International delivery times will range between 8 – 15 business days. If you feel your delivery has been unnecessarily delayed or should you need to enquire as to its whereabouts, please use the tracking number and courier link details within the “Order Shipped” email from Paws Pet Wear otherwise please contact us via email info@pawspetwear.com.au or the contact us online.

I won’t be available to accept my delivery. What happens now?

If you are not home or will be unavailable when the courier/carrier attempts to deliver your order, they will typically leave a note or calling card. This calling card contains details on how to collect the order or how to arrange a re-delivery date if the order has been shipped with an alternate freight provider or courier. If the order is returned to sender as a result of a failed delivery attempt, we will contact you to either arrange a re-delivery (at additional cost) or if preferred, to arrange a refund of the order value less any incurred delivery charges.

Do the prices shown online include GST?

Yes, all the prices listed online are inclusive of GST.

Are my credit card details safe when I purchase from Paws Pet Wear?

Yes, absolutely! We protect the security of all sensitive information transmitted to us with SSL (Secure Sockets Layer) encryption. During payment processing and within other secure areas of our website this secure layer encrypts the information you provide to us such as passwords and credit card details.

I prefer not to disclose my credit card details online; can I order any other way?

Yes you can. If you don’t wish to order with your credit card we do have other payment options available. You are also able to pay for your order with PayPal or AfterPay.

Does Paws Pet Wear share any information it receives about me?

No, as we respect your privacy and are appreciative of your business and the trust you have placed in us to provide our services. At no stage (other than to process your payment and complete a delivery) will we provide any account, email, contact or other personal information to third party vendors, associates or service providers.

My coupon code is not working, why?

There are several reasons why a coupon code may not be working; we recommend that you enter the code exactly as you have received it (with the exception of hashtags) – the reason for the coupon failing should be provided as an error message; if you are still unsure why it is not working (after reading the additional information below) then please contact us and we will be happy to look into it for you.

My discount is not being applied but there are no error messages

Some coupon-based promotions may exclude certain products. Adding these products to your cart may prevent the discount from being applied even though you have entered the code correctly. Please refer to information received with your discount as details of any such exclusions are usually quite clearly marked.

Free Shipping is no longer available after applying discount code

Our “Free Shipping” offer is calculated from the total amount payable for your order and may not apply if a coupon has reduced your order total under the +$100 AUD qualifying threshold.