FAQ

Do you charge for shipping?

No. Shipping is free on every order, anywhere in Australia.

How long will my order take to arrive?

Orders are sent from Australian warehouses and most arrive within 3–12 business days, depending on the item and where you live. If a product has its own delivery estimate, it's shown in the product description. Remote and regional areas can take a little longer.

Will I get tracking?

Yes. As soon as your order ships we'll email you a tracking number.

Do you ship overseas?

Not at the moment. We currently only ship within Australia.

Can I return an item?

Return eligibility depends on the item. Please contact us before sending anything back and we'll explain your options. Items need to be returned in the condition you received them, unused and in their original packaging. See our Refund policy for full details.

My order arrived damaged or wrong. What do I do?

Sorry about that! Please inspect your order when it arrives and contact us straight away with your order number and a photo, and we'll make it right. Your rights under Australian Consumer Law always apply.

Why might my order arrive in more than one parcel?

Our products ship from several Australian warehouses, so items in one order can arrive separately. Each parcel comes with its own tracking.

Can I change or cancel my order?

Get in touch as soon as possible. If your order hasn't been dispatched yet we'll do our best to help.

How do I choose the right size?

Check the measurements in each product description and measure your pet first. If you're unsure, ask us and we'll help you pick.

How can I contact FurFam?

Use the form on our Contact page and we'll get back to you as soon as we can.