FAQs

How long does shipping take?

Orders are processed within 1–3 business days.

Delivery within Australia typically takes 7–20 business days, depending on your location and the product ordered.

You’ll receive tracking information once your order has been dispatched.

Will I receive tracking information?

Yes.

Once your order has been shipped, you’ll receive an email with your tracking details (where available).

Please allow a few days for tracking updates to appear.

Why does shipping take a little longer?

To bring you unique, thoughtfully selected products at great value, many of our items are shipped directly from our trusted fulfilment partners.

We appreciate your patience and promise it’s worth the wait.

Are your products suitable for both cats and dogs?

Many of our products are suitable for both cats and small dogs.

Please refer to each product description and sizing guide before purchasing to ensure the perfect fit for your pet.

How do I choose the right size?

Each product page includes recommended measurements and sizing information.

If you’re unsure, we recommend measuring your pet before ordering.

What payment methods do you accept?

We accept all major credit and debit cards, along with other secure payment options available during checkout.

Is my payment secure?

Absolutely.

All payments are processed through Shopify’s secure payment system using industry-standard encryption.

Petnooks never stores your payment information.

Can I return my order?

We do not accept returns or exchanges for change of mind.

If your item arrives damaged, faulty or incorrect, please contact us within 7 days of delivery and we’ll work with you to resolve the issue.

For full details, please see our Returns & Refund Policy.

Can I change or cancel my order?

Orders are processed quickly, so we cannot guarantee changes or cancellations once an order has been placed.

If you need assistance, please contact us as soon as possible and we’ll do our best to help.

How can I contact Petnooks?

We’re always happy to help.

Simply email us at:

info@petnooks.com.au

We aim to respond within 24–48 business hours.

Will my pet use it straight away?

Every pet has a different personality.

While many pets settle in immediately, some may take a little time to explore their new space.

Placing familiar blankets or favourite toys inside can help encourage them to feel comfortable.

Do you ship outside Australia?

At this time, Petnooks ships within Australia only.