FAQs

1. Where do you ship from?
We work with international suppliers, so most of our products are shipped directly from overseas warehouses to ensure the best variety and value.

2. How long will my order take to arrive?
Shipping times typically range from 10 to 20 business days within Australia, depending on your location and the product.

3. Can I return my product?
We only accept returns for items that arrive damaged, defective, or incorrect. Please contact us within 14 days of receiving your order and include a photo or video of the issue. We'll be happy to assist you.

4. Do you offer refunds?
Yes, if your item arrives faulty or does not match the description, we’ll either issue a refund or send a replacement.

5. Do you offer exchanges?
At this time, we do not offer exchanges. If there's a problem with your product, please contact us and we’ll work to resolve it promptly.

6. Can I cancel my order?
Orders are processed shortly after purchase. If you'd like to cancel, please contact us as soon as possible. While we’ll do our best, cancellations are not guaranteed once the order has been processed by our supplier.

7. Do you offer free shipping?
Yes! We offer free shipping Australia-wide on all of our products — no minimum spend required.

8. How can I contact you?
You can reach us anytime via our Contact Us page or by emailing info@aussiepethaven.com. We'll respond as quickly as possible.