Answers, not run-around
FAQs
Everything Australian pet owners ask us most, in plain English. If your question is not here, email support@pawhaus.com and a real person will answer within 24 hours.
How long will my order take to arrive?
Orders are processed within 1 to 3 business days, then standard delivery within Australia takes 7 to 14 business days from dispatch. Metro addresses usually land at the faster end of that window, while regional and remote postcodes can take a few days longer.
Do you ship anywhere in Australia?
Yes. We deliver to every state and territory, including regional and remote postcodes. Enter your address at checkout and the available delivery options will show before you pay.
How much does shipping cost?
Shipping is calculated and displayed at checkout before you pay, so there are no surprises. Orders over $60 ship free automatically, with nothing to enter.
How do I track my order?
You will receive a tracking number by email as soon as your parcel leaves the warehouse. Tracking can take up to 48 hours to show its first scan while the carrier collects and scans the parcel in, so it is normal for it to look quiet at first.
Can I change my delivery address after I have ordered?
Usually yes, if you catch it early. Email us at support@pawhaus.com with your name and order number as soon as you spot the mistake and we will correct it if the parcel has not been dispatched. Once it is on its way with the carrier we cannot redirect it.
Will my whole order arrive in one parcel?
Not always. Larger orders are sometimes packed and dispatched as separate parcels, which can arrive a day or two apart. If part of your order has landed and the rest has not, give it a couple of days before getting in touch.
Something arrived damaged or is missing from my order. What now?
Email us at support@pawhaus.com with your order number and a photo of the item and packaging. We will sort a replacement or a refund straight away, and we cover the return postage when the fault is ours.
What is your returns policy?
You have 30 days from delivery to request a return. Items need to be unused, in their original packaging, and you will need your proof of purchase. Contact us first so we can send the correct return instructions, as items sent back without an approved return cannot be accepted.
Are your products suitable for both cats and dogs?
Many are, but not all. Each product page states which animals and which size range it suits, so check that before ordering. If you are not sure whether something will work for your pet, email us and we will give you a straight answer rather than a sale.
My pet is nervous about new things. Any advice?
Introduce anything with a motor or a sound while it is switched off first, and let your pet investigate it on their own terms. Water fountains, automatic toys and grooming tools all go down far better when they are not sprung on a pet at full speed on day one.
How quickly do you answer emails?
We answer messages in the order they arrive and reply within 24 hours in almost every case. Email us at support@pawhaus.com and a real person will get back to you.