Help
Return FAQs
Q: Do I have to pay for return shipping?
A: If the item is defective or incorrect, we cover return shipping. For change-of-mind returns, you’ll cover the shipping cost.
Q: Can I return used items?
A: We only accept returns on unused products in original condition.
Q: How do I track my return?
A: We’ll provide tracking when your return label is issued.
Orders & Shipping
Q: When will my order arrive?
A: Most orders are delivered within 2–6 business days, depending on your location. You’ll receive tracking info once it ships.
Q: Do you offer free shipping?
A: Yes! We offer free shipping on orders over $49 Australia-wide.
Q: Can I change or cancel my order after placing it?
A: If your order hasn’t shipped yet, contact us ASAP and we’ll try our best to update or cancel it for you.
Returns & Exchanges
Q: What is your return policy?
A: We accept returns within 14 days of delivery on unused, unopened items. Check our [Returns & Exchange page] for full details.
Q: How do I start a return or exchange?
A: Just email us at support@yourstore.com with your order number and reason for return.
Q: What if I received the wrong or damaged product?
A: We’re so sorry! Send us a quick message with a photo, and we’ll ship a replacement or process a refund right away.
Payments & Checkout
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, AMEX, PayPal, and Shop Pay.
Q: Is my payment information secure?
A: Yes. We use secure SSL encryption and do not store any of your payment details.
Q: Can I use a discount code or gift card?
A: Absolutely! Just enter your code during checkout — the discount will apply automatically.
Products & Stock
Q: How do I know which size is right for my pet?
A: Each product has a size guide or weight chart on the page. Still unsure? Message us and we’ll help pick the perfect fit.
Q: Are your treats and toys safe for all breeds?
A: Yes! All our products are vet-approved and safe for general use, but if your pet has allergies or sensitivities, check the ingredients list or consult your vet.
Q: What if a product is out of stock?
A: You can click “Notify Me” on the product page to get an email when it’s back!
Support & Contact
Q: How do I contact you?
A: You can email us at support@petdash.au or use the Contact Us form on our site.
Q: What are your customer service hours?
A: We respond to emails within 1–2 business days. Our team is online Monday–Friday, 9am–5pm (AEST).