Frequently Asked Questions

Shipping & Delivery

How long does shipping take?

Most orders are dispatched within 1–2 business days. Once shipped, delivery typically takes 3–7 business days depending on your location in Australia. You'll receive a tracking number via email as soon as your order leaves our warehouse.

Do you ship to all of Australia?

Yes — we deliver to all Australian addresses, including rural and regional areas. Free shipping applies to all orders over $99. Standard shipping on orders under $99 is a flat $9.95.

Do you ship internationally?

PAW & MATE currently ships within Australia only.

Returns & Refunds

What is your returns policy?

We offer a 30-day money-back guarantee. If you're not happy with your purchase for any reason, contact us at hello@pawandmate.com.au within 30 days of receiving your order and we'll sort it out — no questions asked.

How do I return an item?

Simply email us at hello@pawandmate.com.au with your order number and reason for return. We'll send you return instructions by email once your return request is approved. Refunds are processed within 3–5 business days of receiving the returned item.

Products & Sizing

How do I choose the right size for my pet?

Each product page includes a detailed sizing guide with measurements. We recommend measuring your pet's chest girth, neck, and back length before ordering. If you're between sizes, we generally recommend sizing up. Still unsure? Email us and we'll help you pick the right fit.

Are your products safe for pets?

We carefully source products made with pet-safe materials and review each product before adding it to our range. If you have specific concerns about a product, please reach out to us.

Payments

Can I pay with Afterpay?

Yes! Afterpay is available at checkout on all orders. Shop now, pay in 4 interest-free instalments. Afterpay's own terms and conditions apply.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, Amex), PayPal, Apple Pay, Google Pay, and Afterpay.

Orders

Can I change or cancel my order?

We process orders quickly, but if you need to make a change, contact us immediately at hello@pawandmate.com.au. If your order hasn't been dispatched yet, we'll do our best to accommodate the change.

I haven't received my tracking information — what should I do?

Tracking emails are sent within 24 hours of dispatch. Check your spam folder first. If you still can't find it, email us at hello@pawandmate.com.au with your order number and we'll track it down for you.

Still have a question?

We're here to help. Reach us at hello@pawandmate.com.au and we'll get back to you within 1 business day.