Chuffed Help Centre
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Chuffed Help Centre Popular Topics
How do I place an order with Chuffed?
Shopping with Chuffed is quick and secure. Browse our range of dog food, treats, toys, and accessories, then add your chosen items to your cart. When you’re ready, proceed to checkout where you can safely pay with major credit or debit cards, PayPal, Apple Pay or Google Pay. You’ll receive an order confirmation by email once your purchase is complete, followed by tracking details when your order is on its way.
Creating a Chuffed account makes future checkouts faster and allows you to track orders, view your purchase history, and save your delivery details.
Can I change or cancel my order?
We start preparing your order soon after it’s placed, so we can’t always guarantee changes. If you need to cancel or update your order, please contact us as soon as possible at [email protected]. If your order has already been dispatched, we may not be able to stop it, but we can assist you with a return or exchange once it arrives.
Do you offer discounts or promotions?
Yes! We regularly run seasonal sales and promotions. Subscribe to our newsletter or follow us on social media to stay updated on special offers and new arrivals. Only one discount code can be used per order, and some exclusions may apply.
What payment methods do you accept?
We accept all major credit and debit cards, PayPal, Apple Pay and Google Pay. All payments are processed securely through encrypted gateways, and Chuffed never stores your full card details. All prices on our website are in Australian dollars (AUD) and include GST.
Where do you deliver?
We deliver Australia-wide to most metro and regional areas. Unfortunately, we don’t currently ship internationally. Delivery times and costs vary depending on your location and the size of your order, and they’re clearly shown at checkout.
Please note that some remote or rural areas may experience slightly longer delivery times. We work with trusted Australian courier partners to make sure your order arrives safely and efficiently.
How long does delivery take?
Once your order is confirmed, we’ll process and dispatch it within 1–2 business days. Standard delivery generally takes 2–7 business days from dispatch, depending on your location. Deliveries to rural or regional areas may take a little longer.
During busy periods such as holidays or major sales, shipping times may be extended slightly, but we’ll always keep you updated with tracking information.
How do I track my order?
As soon as your order ships, you’ll receive an email with a tracking link so you can follow its journey to your door. You can also log in to your Chuffed account at any time to check your order status.
If tracking shows your parcel as delivered but you haven’t received it, check around your property or with neighbours first. If it still hasn’t turned up, get in touch and we’ll help investigate with the courier.
What happens if my order is delayed, damaged or missing?
If your order is delayed beyond the expected delivery time, please contact us and we’ll liaise with the courier to resolve it as quickly as possible. If your parcel arrives damaged or items are missing, email us with your order number, photos, and a brief description of the issue. We’ll arrange a replacement, reshipment or refund depending on the situation.
What is your return policy?
We want you and your pet to be completely chuffed with your purchase. If you’re not happy with your order, you can return unused and unopened items within 14 days of delivery for a refund or store credit. See our 100% Money-Back Guarantee for more details
For health and safety reasons, we can’t accept returns on opened pet food, treats, or used pet accessories unless the product is faulty or incorrect. Your rights under Australian Consumer Law are always protected.
How do I return an item?
To start a return, email [email protected] with your order number and reason for return. Our team will guide you through the process and provide the appropriate return address.
If your return is due to a change of mind, you may need to cover return postage. If we’ve sent the wrong or faulty item, we’ll provide a prepaid label or arrange a replacement at no cost to you.
When will I receive my refund?
Once we’ve received and inspected your returned item, your refund will usually be processed within 5–7 business days. Refunds are issued to the original payment method. We’ll confirm by email when the process is complete.
What if a product I want is out of stock?
If a product you love is temporarily unavailable, you can sign up for an email alert on the product page. We’ll notify you as soon as it’s back in stock. You can also check back regularly, as we restock popular items often.
How do I choose the right dog food?
Choosing the right food depends on your dog’s age, size, breed and activity level. Each product page includes detailed feeding guidelines and ingredient information to help you make an informed decision. If your dog has allergies or specific dietary needs, consult your vet before switching foods.
When introducing a new food, transition gradually over a week by mixing increasing amounts of the new food with your dog’s old diet to avoid digestive upset.
Do I need an account to shop?
You can shop as a guest, but creating a free Chuffed account makes things easier. You’ll be able to track orders, view past purchases, save your details, and reorder your favourites with just a few clicks.
I have a problem with my order — what should I do?
If something’s not right with your order, such as a missing or incorrect item, damaged packaging or a late delivery, please contact us as soon as possible. Include your order number and a short description of the issue — photos are always helpful. We’ll make it right quickly.
Do you have a phone number?
At this stage, we offer support via email and chat to ensure fast, trackable responses. This helps us resolve enquiries efficiently while keeping costs down for customers.
Accessibility & assistance
If you have accessibility needs or need help placing an order, please let us know. We can provide alternative formats for documents and assist with orders over email if needed.
What packaging do you use?
We use strong, protective packaging to ensure your order arrives safely. Wherever possible, we use recyclable or reused materials. Many of our supplier brands also use eco-friendly packaging, which you’ll see highlighted on their product pages.
We’re always looking for ways to reduce waste and improve sustainability across our operations.
Chuffed Help Centre Frequently Asked Questions
Still Need Assistance?
Our humans are here to help!
Hey there, pal! We dogs have done our best to sniff out answers for you — but if your tail’s still drooping, don’t worry. Our trusty humans are standing by with opposable thumbs and surprisingly good typing skills.
They’re friendly, fast, and trained to fetch solutions (sometimes snacks too). Whether it’s a question about deliveries, returns, or which kibble pairs best with zoomies — they’ve got you covered!
Live Chat
Our humans usually reply quicker than we can chase a tennis ball. Use the chat box in the bottom right hand side of your screen.
🐾 Office Hours: Monday–Friday, 9am–5.30pm AEST — when the humans are awake and caffeinated.