FAQ

Find quick answers to common questions about ordering, shipping, returns, and our products. Can't find what you're looking for? Email support@pawcraft.co (Mon–Fri, 9:00–17:00 AEST).

Find answers to our most frequently asked questions.

📦 Ordering & Payment

How do I place an order?

Simply browse our products, add items to your cart, and proceed to checkout. Enter your shipping details and payment information to complete your purchase. You'll receive an order confirmation email immediately.

What payment methods do you accept?

We accept:

Visa, Mastercard, American Express
PayPal
Apple Pay
Google Pay
Shop Pay
Afterpay (for eligible purchases)

All payments are processed securely at checkout.

Do you charge GST?

All prices displayed include GST where applicable. There are no hidden charges—the price you see is the price you pay.

Can I use a discount code?

Yes! Enter your discount code at checkout in the "Discount code" field before completing your payment. Codes cannot be applied after an order is placed.

Will I receive an order confirmation?

Yes, you'll receive an order confirmation email immediately after checkout. If you don't see it within a few minutes, check your spam/junk folder or contact us.

Can I change or cancel my order?

  • Cancellations: Allowed before processing begins (1–2 business days, Mon–Fri). Email support@pawcraft.co immediately with your order number.
  • Changes: Not guaranteed once processing starts. Contact us as soon as possible if you need to change your order.

Once your order is dispatched, cancellations and changes are not possible.

Find answers about our products

🚚 Shipping & Delivery

Where do you ship?

We currently ship within Australia only.

How much is shipping?

Free shipping on all Australian orders! No minimum purchase required.

How long does shipping take?

  • Processing: 1–2 business days (Mon–Fri)
  • Delivery: Typically 7–12 business days after dispatch
  • Total timeframe: 8–14 business days from order placement

Rural and remote areas may be toward the upper end of the range.

Do you offer express shipping?

We currently offer standard shipping only, which is free on all orders. Most orders arrive within 8–14 business days.

How do I track my order?

Once your order ships, you'll receive a tracking link via email. Tracking information may take 24–48 hours to appear after dispatch.

You can also track your order by:

  • Clicking the link in your shipping confirmation email
  • Logging into your account and viewing order history
  • Visiting our Order Tracking page

My tracking hasn't updated. What should I do?

Tracking can take 24–48 hours to update after dispatch. If it's been longer than 48 hours, or if you're past the 12th business day from dispatch, email us at support@pawcraft.co and we'll check with the carrier.

My tracking says "Delivered" but I haven't received my package. What now?

First, check:

  • With household members and neighbors
  • Safe drop-off spots (porch, side gate, mailbox)
  • Your local post office (sometimes packages are held there)

If still missing after 2 business days, contact us at support@pawcraft.co with your order number.

Can I change my shipping address after ordering?

Email us immediately at support@pawcraft.co with your order number and correct address. We'll do our best to update it, but changes aren't guaranteed once processing begins.

Find answers about our products

🐾 Products

Are your products suitable for all pets?

Our products are designed for household pet use in Australia. Choose items suited to your pet's size, age, and activity level. Always supervise your pet during initial use.

How do I choose the right size?

Measurements are listed on each product page in centimeters (cm). For best fit:

  • Measure your pet according to the sizing guide
  • If between sizes, choose the larger size
  • For collars/harnesses, allow a two-finger gap for comfort

Need help? Email us at support@pawcraft.co with your pet's measurements.

What materials are your products made from?

Material details are listed on each product page. Common materials include:

  • Pet Towels: Microfiber (polyester/polyamide blend)
  • Blankets: Faux fur with waterproof TPU backing
  • Outdoor Shelters: 900D Oxford fabric with multi-layer insulation
  • Laser Toys: ABS plastic and silicone

All materials are pet-safe and non-toxic.

How do I care for my PawCraft products?

Care instructions are provided on each product page and on product labels. General guidelines:

  • Towels & Blankets: Machine wash cold, tumble dry low. Avoid fabric softener.
  • Outdoor Shelters: Wipe clean with damp cloth, hand wash removable components
  • Laser Toys: Wipe with soft, dry cloth. Do not submerge in water.

Are the colors accurate to what I see online?

We photograph our products as accurately as possible. However, minor differences in color/finish may occur due to lighting, batches, or screen settings.

Is the laser toy safe for my pet's eyes?

Yes! Our interactive laser toys use Class 1 LED lasers that are completely safe for pet use. The laser automatically moves to prevent pets from staring directly at the source.

Can I use the outdoor cat shelter without the heating pad?

Yes! The shelter provides excellent insulation on its own and can be used year-round. The heating pad is optional for extra warmth during cold weather.

How long will my PawCraft product last?

With proper care, our products are built to last for years. Lifespan depends on usage frequency and care. Always inspect products regularly and replace items that become damaged or overly worn.