HELP CENTER

We're here to help with orders, shipping, returns, and product questions. If you don't find what you need below, contact support@pawcraft.co (Mon–Fri, 9:00–17:00 AEST). We aim to reply within 1–2 business days.

Track your order

Go to Order Tracking (link this to your tracking page). Tracking updates may take 24–48 hours after dispatch to appear.

Quick answers

  • Where we ship: Australia only
  • Dispatch time: 1–2 business days (Mon–Fri)
  • Delivery time: typically 7–12 business days after dispatch (rural/remote may be longer)
  • Shipping cost: Free on all AU orders
  • Returns: Issues-only within 30 days (damaged, defective, incorrect/missing, or not received after carrier investigation)
  • Cancellations: Allowed before processing begins

Popular topics

  • Shipping Policy — destinations, timeframes, tracking
  • Returns & Refunds — eligibility, how to start, timing
  • Cancellation Policy — when and how to cancel
  • Pre-Sale Information — sizing, what's included, care and safety
  • Ordering & Availability — stock status, limits, split shipments
  • Privacy Policy — data, cookies, your choices
  • Terms of Service — ordering, payments, liability, ACL rights
  • Accessibility Statement — our WCAG approach and feedback

(Link each item above to its corresponding page.)

Orders & Shipping Help

  • No tracking yet: Tracking can take 24–48 hours to update after dispatch.
  • Past the estimate: If it's beyond the 12th business day from dispatch, email us; we'll check with the carrier.
  • Marked "Delivered" but not received: Check with household members, neighbors, safe-drop spots, and your local post office; if still missing after 2 business days, contact us.

Returns & refunds (issues-only)

If something is wrong with your order, email support@pawcraft.co within 30 days of delivery (or within 30 days of the latest estimated delivery date for non-delivery). Include:

  • Order number
  • Description of the issue
  • Clear photos of the item, packaging, and shipping label (if applicable)

We'll advise next steps and, if approved, arrange a replacement or refund. If a return is required, we'll provide a prepaid label.

Address changes and cancellations

  • Address changes: Not guaranteed once an order enters processing. Email us immediately with your order number and the correct address.
  • Cancellations: Allowed before processing (processing window: 1–2 business days, Mon–Fri). Orders in processing or dispatched cannot be canceled.

Products, sizing, and care

  • Measurements are listed on product pages (in cm). For collars/harnesses, measure your pet and allow a two-finger gap.
  • Always supervise first use and replace items that become damaged or overly worn. Our products are not a substitute for veterinary care.

Payments & pricing

  • Prices are in AUD; accepted methods are shown at checkout.
  • Taxes (if applicable) are displayed before payment.
  • If we spot an obvious pricing/description error, we may cancel and refund the order.

Still need help?

Email support@pawcraft.co with your order number and details. We'll get back to you as quickly as possible.