Help Centre
We'd rather you spend your time with your pet than digging for answers. The most common questions are all below, and if yours isn't covered, we're only a message away.
Popular Topics
Shipping & Delivery
Where we deliver, how long it takes, and how to track your order.
Returns & Refunds
Not happy? Here's how we make it right.
Orders & Payments
Payment options, order changes, and what to do if something's off.
Repeat Delivery
Set it, forget it, and save on every delivery.
Your Account & Rewards
Repeat Delivery, Pet Profiles, rewards, and getting set up.
Shipping & Delivery
Good news first: Metro orders over $149 ship free. If yours is under that, or you're outside a metro area, it's a flat $9.95 anywhere in Australia. Need it faster? Express is $14.95. You'll see the full cost before you commit.
Metro orders typically land within 3-4 business days, and regional deliveries can take a little longer depending on where you are. We'll send you a tracking link once your order ships, so you're not left wondering.
We do. We ship right across Australia, and your shipping cost is calculated at checkout based on your postcode. Delivery times outside metro zones vary by location, but we'll keep you posted every step of the way.
You'll get a confirmation email with a tracking link as soon as your order ships. If you've got a Chuffed account, you can check the status there anytime, too.
Returns & Refunds
Every product is backed by our 100% money-back guarantee. If it's not right for you or your pet, get in touch within 30 days, and we'll sort it out, no fuss. For food, we just ask that a reasonable portion remains so we can look into what went wrong. All the details live on our guarantees page.
Drop us a message via the contact page or live chat with your order number and a quick note about what's not working. We'll walk you through it from there. For change-of-mind returns, you'll need to cover return shipping.
Once we've got your return and had a look, refunds are typically processed within 5–10 business days back to your original payment method. We'll let you know once it's on its way.
That's on us. Let us know as soon as you can with a photo of the damage, and we'll sort out a replacement or full refund. You won't need to pay return shipping on anything damaged or faulty.
Spotted the same product cheaper at another Australian online retailer? Send us the link, and we'll beat their price by 5%. It covers identical products we currently stock, and excludes marketplace sellers, clearance pricing, loyalty-only deals, and subscription-only offers. Full details on our guarantees page.
Orders and payment
We accept Visa, Mastercard, American Express, Apple Pay and Google Pay, all processed securely through Shopify. Pick whichever suits you.
Check your spam or junk folder first. It ends up there more often than you'd think. Still nothing? Reach out with the email address you used at checkout, and we'll track it down.
Repeat delivery
Repeat Delivery takes the reordering off your plate. Pick the food, treats, or supplements your pet goes through regularly (you'll see the option on any eligible product page), set a delivery frequency, and we'll make sure it shows up on time, every time. You save on every order, too.
5% off every Repeat Delivery order, automatically applied at checkout. No codes, no catch.
Completely up to you. Change your delivery frequency, skip a drop, pause, or cancel anytime through your account. No lock-in, no awkward phone calls.
Your Account
Head to the sign-up page and you'll be sorted in under a minute. Once you're in, you can track orders, manage subscriptions, save your details for next time, and set up Pet Profiles for each of your animals.
They're one of our favourite features. Pet Profiles let you save details about each of your pets (name, breed, age, dietary needs) so we can recommend products that actually suit them. Think of it as giving us the cheat sheet on what makes your pet tick.
Our loyalty programme lets you stack up points on purchases, then put them towards future orders. The more you shop, the more you get back. It's our way of saying thanks for sticking with us.
That's exactly what we're here for. Start by setting up a Pet Profile in your account so we can tailor recommendations to your pet's age, breed, and needs. You can also browse our food range by type or filter by life stage to narrow things down. And if you're still stuck, reach out to our team. We've got four dogs and a cat between us, so we've been through the decision a few times ourselves.
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