We get a lot of the same questions, so we have answered them all in one place. If yours is not here, send us a message and we will come back to you.
Shipping and delivery
How much does shipping cost?
Shipping is free on orders over $59 AUD. Below that, the cost is calculated at checkout based on 【Weight or region】 — you will see the exact amount before you pay, with no charge added afterwards.
How long will my order take to arrive?
We dispatch within 2 business days of payment clearing. After that, delivery is typically 【3–7 business days for metro areas and 5–10 for regional addresses】. You will get a tracking link by email as soon as your parcel leaves us.
Do you ship Australia-wide?
Yes. We ship to every Australian state and territory, including regional and remote postcodes, from our warehouse in Australia.
Can I track my order?
Yes. Every order ships with tracking, and the link arrives by email once your parcel is picked up. If you have not received tracking within 3 business days of ordering, check your spam folder first, then contact us.
Do you ship overseas or to New Zealand?
【确认后填写。若仅发澳洲：No — we currently deliver within Australia only.】 If you are outside Australia and interested in a particular product, get in touch and we will let you know if it becomes possible.
Can I change my delivery address after ordering?
Contact us as soon as you can — before dispatch we can usually update it. Once a parcel is with the carrier we cannot redirect it, so the speed of your message matters. If it goes to the old address and comes back to us, we will contact you to arrange redelivery.
The tracking says delivered but nothing has arrived. What now?
First check around your property and with neighbours, and confirm the address on the order. If it is still missing, contact us within 【7】 days. We will open a case with the carrier, and where the carrier confirms the parcel was lost we will replace it or refund you.
Orders and payment
What payment methods do you accept?
Visa, Mastercard, PayPal and Afterpay. All card payments run over an encrypted connection, and your full card number is never stored on our servers.
Can I use Afterpay?
Yes — Afterpay is available at checkout. You pay in four instalments, and Afterpay handles the approval and their own terms apply.
Are your prices in Australian dollars, and is GST included?
Yes to both. All prices on the site are in AUD and include GST where it applies, so the price you see at checkout is the price you pay.
Do I need an account to place an order?
No. You can check out as a guest. Creating an account is optional, and mainly saves you re-entering addresses on future orders and lets you see your order history.
Can I cancel or change my order after I have placed it?
Contact us straight away. If the order has not been dispatched we can usually change or cancel it without a problem. Once it has shipped, it becomes a return instead — see the returns section below.
Do you sell gift cards or e-vouchers?
【We do not currently offer gift cards.】
Can I order over the phone?
【Orders are placed through the website, but you are welcome to email or message us and we will help you get the order right.】
Returns and refunds
What is your returns policy?
If you change your mind, you can return unused items in their original packaging within 【30】 days of delivery for a refund of the purchase price. 【退货运费与原运费如何处理】 These are our terms.
Separately — and this is more important — if something is faulty, damaged or not as described, you have rights under the Australian Consumer Law that sit above our returns policy. See below.
Something arrived damaged or faulty. What do I do?
Email 【[email protected]】 with your order number and a photo of the problem. We will arrange a replacement or refund, and cover return postage where the item needs to come back. Please do not fit or use a damaged item, particularly a harness or collar.
What are my rights under the Australian Consumer Law?
Our goods come with guarantees that cannot be excluded. If there is a major failure you can choose a refund or a replacement, and you may also be entitled to compensation for other reasonably foreseeable loss. If the failure is not major, we can repair or replace the item. Nothing in our returns policy limits these rights.
How long do refunds take to come through?
Once we approve a refund, allow 【3–5】 business days for it to reach your original payment method; banks vary. Afterpay refunds are processed through Afterpay and follow their timeframes.
Who pays for return postage?
【For change-of-mind returns the buyer covers return postage and the original shipping cost is not refunded. For faulty or incorrectly sent items we cover postage both ways.】
Which items cannot be returned?
For hygiene and safety reasons, change-of-mind returns do not apply to items that have been used, worn or fitted to a pet, or to 【安抚项圈 / 冰垫 / 已开封护理用品】. Items marked final sale at the time of purchase are also excluded.
This does not affect your rights if an item is faulty or not as described.
Products and sizing
How do I choose the right harness size?
Measure your dog's chest girth — the widest point around the ribcage, just behind the front legs — rather than their weight or breed. Every product page lists the adjustment range for each size. If your dog is between two sizes, take the larger one: a harness that is too small can restrict movement, and one that is too loose lets a determined dog back out of it.
My dog pulls on the lead. Which harness should I pick?
A no-pull or front-clip harness spreads pressure across the chest and turns your dog's momentum sideways, which discourages pulling far better than a plain back-clip harness. Pair it with a lead that has some give, and give it a couple of weeks — most dogs settle once the sensation is familiar.
Are your products actually tested?
Yes. We run Paws of Oz for people who own the animals our gear is built for, so we fit and use what we sell before it goes on the site. Where the cheaper option is genuinely good enough, we say so rather than upselling you.
Do you stock products for cats?
Yes. Alongside dog harnesses, leads and car covers, we carry cat toys, cat hammocks, playpens and carriers sized for cats and small dogs, plus bedding and vet-bed style mats that suit both.
Are the flea, tick and calming collars safe for puppies or pregnant pets?
Speak to your vet first. These are plant-based comfort and repellent products, not veterinary treatments, and young, pregnant, nursing or unwell animals need individual advice. Never combine them with another flea product or medication without checking. Always read the label.
How do I clean a car seat cover, bed or mat?
Most covers and beds unzip and go in the washing machine on a cold, gentle cycle — check the label on the item. Air dry rather than tumble dry, and avoid fabric softener, which can affect waterproofing. For quick cleans, a damp cloth and a vacuum with a rubber brush gets most pet hair off.
Do you sell spare parts, like replacement clips or straps?
【We do not stock spare parts individually. If a clip or strap has failed within its expected life, contact us — if it is a manufacturing fault we will replace the item.】
About Paws of Oz
Is Paws of Oz an Australian business?
Yes. Paws of Oz is an Australian-owned online pet supplies store. We stock the everyday gear that actually gets used — harnesses, leads, carriers, beds, playpens, car seat covers and calming aids — and we ship Australia-wide from our warehouse, with free shipping over $59 and Afterpay at checkout.
Where do you ship from?
From our warehouse in Australia. 【Our warehouse is located in Australia, though some products are shipped from our warehouse in China; this depends on specific product inventory.】
How do I contact you?
Use the contact form or email 【[email protected]】. We aim to reply within 【1–2】 business days. Include your order number if your question is about a specific order, and it will be faster.
Can I read your full terms and privacy policy?
Yes. Our Terms and Conditions cover ordering, delivery, returns and your consumer law rights, and our Privacy Policy explains what we do with your personal information.