Delivery
How long will my order take?
Orders are dispatched within 1 to 3 business days. From there, Standard delivery takes 12 to 20 business days and Express takes 8 to 12. Remote and regional areas can take a few days longer.
Why does it take that long?
We work directly with overseas manufacturing partners rather than buying through Australian distributors. It's the reason our prices are what they are, and the trade-off is time in transit. We'd rather be upfront about it than promise you three days and disappoint you.
What does shipping cost?
Standard is $11 and Express is $20. Standard shipping is free on orders over $100.
Do you ship outside Australia?
Not at the moment — Australia only.
Can I track my order?
Yes. Every order is tracked and you'll get a tracking number by email as soon as it's dispatched. Tracking can take 3 to 5 business days to start updating once the parcel enters the network, which is normal and doesn't mean anything has gone wrong.
My order arrived in separate parcels — is something missing?
No. If you order several items they may ship separately and arrive on different days, at no extra cost to you.
What if it never arrives?
If your order hasn't arrived within 30 business days of dispatch, email us and we'll either resend it or refund you in full.
Returns & Problems
Something arrived damaged, faulty or wrong.
Email info@pawsy.com.au within 30 days of delivery with your order number and a photo. In most cases we won't ask you to post anything back. If a return genuinely is needed, we cover the return postage.
Can I return something because I changed my mind?
No — we don't offer change-of-mind returns, and that includes ordering the wrong size or colour. Please check the product details before ordering, and email us first if you're unsure which option suits your pet. We're happy to help you choose.
What about my rights under Australian Consumer Law?
They apply in full and nothing in our policies excludes them. You're entitled to a replacement or refund for a major failure, and to a repair, replacement or refund where goods aren't of acceptable quality.
Can I cancel an order?
Yes, any time before it's dispatched, for a full refund. Once it's dispatched it can't be cancelled, though the guarantees above still apply.
How long do refunds take?
Approved refunds go back to your original payment method within 5 to 10 business days.
Ordering
I entered the wrong address.
Email us straight away. We can change it before dispatch, but not after — and a parcel returned to sender because of an incorrect address will need to be redelivered at your cost.
Who are you, exactly?
Pawsy Australia, ABN 15 570 833 185, based in Perth, Western Australia. There's more on our About page.
How do I get in touch?
Email info@pawsy.com.au or call 0413 452 025. We answer every enquiry within 1 business day, seven days a week. Email is fastest — include your order number and we can look it up straight away.