Got Questions?

Please read the FAQ's below. If you cant find the answer you're looking for please contact us here

RETURNS & EXCHANGES

Do you have a returns policy?

Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 30-day risk free trial of our products, during which you can return them at any time.

However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:

1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.

2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.

3. Item(s) must be in the original packaging, which must be in original condition.

This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

How long do i have to return the products?

30 days to reach out and return the product for the money back guarantee!

Can i return my order for a refund?

We get it — sometimes a product just isn’t the right fit. No worries! You can return any item for a full refund within 30 days of receiving it.

A few quick notes:
new condition, with original tags and packaging.

If you return an item from a bundle, the bundle discount no longer applies, and your refund will be adjusted accordingly.

How long does it take for my return/exchange to be processed?

We’re working hard to process returns as quickly as possible. To speed things up, please send us a photo of your post office receipt as proof that your return has been lodged. Once we have it, we can process your exchange or refund right away.

If you don’t have the receipt, no worries — we’ll just need to wait until the item arrives back at our warehouse before moving forward.

SHIPPING & DELIVERY

What is the shipping cost?

All orders include FREE and fast delivery Australia-wide, no matter how many products you buy.

How does shipping and delivery work?

Made an order? Welcome to the Aurapaws family, you wont be disappointed!

Once you place an order, we’ll pack and ship it within 24–48 hours. To get your items to you faster, orders with different product types may arrive in separate packages.

📦 Delivery time:

7–10 business days after dispatch, depending on your location.

You'll receive a tracking number via email as soon as your order ships.

When will my order arrive?

Once you order has been packed, you can expect your order to arrive 7-10 days after it has been dispatched.

How to track my order?

Yay, time to celebrate – your order is on its way! Once dispatched, we will send you a shipping confirmation email with the tracking link. This will take you directly to the couriers website so you can follow the live tracking updates!

Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).

Can shipping address be changed?

Please reach out to us via email, if the order hasn't already been dispatch we can make the change for you.

Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

PAYMENT QUESTIONS

How secure is your payment?

Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

What payment types do you accept?

We accept all major credit and debit cards (Visa, Mastercard, Amex), plus PayPal, Apple Pay, Google Pay, Shop Pay, and Afterpay. Choose what works best for you!

Do you have payment plans available?

We offer Afterpay so you can shop now and pay later in 4 interest-free instalments. Easy, flexible, and hassle-free!

How to use discount code?

At checkout, enter your discount code on the first page and click ‘Apply’ to see your savings before payment.

CONTACT QUESTIONS

I need to change or cancel my order?!

No worries — email us ASAP with the subject line CHANGE or CANCEL and we’ll do our best to help.

Please note: If your order has already been shipped, you’ll need to go through our returns process. Since we work fast to get orders out quickly, changes aren’t guaranteed once an order is placed — so double-check before checking out!

Issue with my order, what can i do?

No stress, we're here to help! Just reach out to us and include photos of the issue so we can sort it out for you as quickly as possible.

How can i provide feedback?

At Aurapaws, we’re always looking to improve and love hearing your thoughts — and your stories! Seeing our products in action with you and your pups truly makes our day.

Got feedback or a Aurapaws moment to share? Send it our way or leave us a review on our website!

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