Frequently asked questions

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and [Afterpay]. All payments are processed securely, and we never see or store your full card details.

Yes. All prices are in Australian dollars (AUD) and include GST. The price you see at checkout, including any shipping, is the total you pay. There are no hidden fees.

Email us at support@connect.bushpaw.com.au within [12] hours of ordering and we'll do our best to change or cancel it before it ships. Once an order has shipped we can't change it, but you can still use our returns process.

Check your spam or promotions folder first. If it's not there, email us at support@connect.bushpaw.com.au and we'll confirm your order.

We ship to all addresses within Australia, including PO Boxes and parcel lockers.

Shipping is free on orders over $49. Orders under $49 have a flat rate of $7.

Delivery usually takes 4-10 days, depending on the product and your location. You'll see the estimated delivery time for each item on its product page before you order.

We'll email you a tracking number once your order ships. You can also check it on our Track My Order page.

Some items ship from different warehouses, so larger orders may arrive separately. Each parcel has its own tracking number.

If your tracking hasn't updated for7 business days, or your parcel shows as delivered but you haven't received it, contact us at support@connect.bushpaw.com.au. If your order is lost in transit, we'll send a replacement or give you a full refund.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Email us at support@connect.bushpaw.com.au as soon as you notice the problem, with your order number and a photo or short video of the issue. We'll sort out a remedy in line with your rights under the Australian Consumer Law. You don't need the original packaging, and we'll cover reasonable return shipping costs for faulty items.

Your rights under the Australian Consumer Law last for a reasonable time, depending on the type of product and its price. Contact us as soon as you notice a problem and we'll help.

Yes. We accept change-of-mind returns within 7 days of delivery, as long as the item is unused, unwashed and in its original packaging. Return shipping for change-of-mind returns is paid by the customer.

Once your refund is approved, we process it within [3–5] business days to your original payment method. Your bank may take a few extra days to show it.

Yes. Sale and discounted items have the same consumer guarantees as full-price items.

Your order number or order confirmation email is enough. A bank or card statement showing the purchase also works.

Each product page includes measurements and a size guide where relevant. For harnesses, beds and clothing, measure your pet first and compare with the chart. If you're unsure, email us and we'll help.

We choose products made from pet-safe materials. Always supervise your pet the first few times they use something new, follow the care instructions, and remove any toy or item that becomes damaged.

Some products, such as interactive toys or LED collars, contain batteries. Batteries are secured inside the product. Keep spare and used batteries away from children and pets, and dispose of them responsibly.

Not at the moment. We focus on gear like beds, bowls, toys, grooming and travel products.

We only use your details to process your order, provide customer support, and send marketing emails if you've opted in. We never sell your personal information. See our Privacy Policy for full details.

Click the "Unsubscribe" link at the bottom of any of our marketing emails and you'll be removed straight away. You'll still receive order and shipping updates.

Email us at support@connect.bushpaw.com.au or use our Contact page. We usually reply within 24 hours on business days.