FAQs

Orders are dispatched between Monday - Friday 8:00am - 4:00pm AEST/AEDT. Please allow up to 1-3 business days from order confirmation to dispatch. This includes the time to quality inspect and process your order. Orders placed on Public Holidays or Weekends will begin their processing on the next business day.

If you’ve ordered a personalised item, please allow 7–10 business days for us to make it with care. As soon as it’s ready, we’ll ship it straight to you.

All orders sent from Pawtrek are sent via a traceable method via Australia Post. Upon dispatch from our warehouse you will be emailed a tracking number and link to track your parcel.

Once dispatched, you’ll receive a confirmation email with tracking details. Please allow up to 48 hours for tracking to update.

Depending on where you live Regular Post is 3-5 working days and Express Post is 1-3 working days in Australia.

We charge a flat rate of $9.95 for all orders under $99. We also offer Express Shipping on orders for a flat rate of $15.95. All orders over $99 qualify for free standard shipping. International rates are calculated at checkout based on destination and weight. Duties, taxes, and customs fees (if any) are the responsibility of the recipient.

Large or oversized items may incur additional freight charges. If applicable, these will be displayed at checkout or communicated via email before dispatch.

Our size guide can be found directly on the product page you're interested in.

Pawtrek HQ is based in Sydney of Australia and our products are available for purchase worldwide.

We aim to process orders super quickly in our warehouse, as a result we cannot guarantee cancellations or changes can be made. However, we recommend you contact our friendly Customer Service Team via Live Chat or Email urgently and we will try our best to help you. If your order has already been shipped, take heart. We'll still try to make it right. We know how frustrating it can be to pay for something you can't use.

Hand wash only in cold water. Please remove velcro label prior to washing. Velcro labels are not to be washed but may be wiped down.