FAQ

 

How long will it take to receive my order?

All items are shipped within 72 working hours after payment has been cleared.  Payment via credit card will be received by us immediately.  Please allow 7-10 days for delivery, although most items will be received within 5 working days.  All orders are sent by Australia Post.  Please see our Shipping Policy for further information regarding postage.  If, for any reason, we are unable to dispatch your order within 3 working days we will notify you.  Extended (short!) shipping delays may be experienced during busy sale periods and during the lead up to Christmas.  We thank you for your patience!

 

IMPORTANT NOTE:  Please note that all Oscar & Lulu dog beds have a delayed shipping time of 10 days, as each bed is made-to-order right here in Australia.

 

Do you ship worldwide?

Yes, we will happily ship worldwide.  Your country can be selected during the check out process.  Please contact us at sales@onallpaws.com.au if your country is not listed and we will assist you.

 

Which payment methods do you accept?

You may use your credit card to pay via our secure PayPal payment gateway. A PayPal account is not needed for this method of payment. PayPal is our preferred payment method, however we also accept payment via Direct Deposit.  All funds must be cleared before goods are sent.

 

Can I get a refund?

We will gladly exchange or refund most of our items within 14 days from the date of purchase.  Please note that each item will be inspected for wear and tear before a refund will be issued.  Unfortunately opened food, treats, shampoos and other spa products cannot be returned due to health and safety reasons.  The item must be returned within 14 days in an unwashed, unworn and resalable condition.  Shipping fees will not be refunded.  You must contact us at sales@onallpaws.com.au prior to shipping your return package back to us.  You will be given special instructions on how to return your item.

 

Please see our Returns Policy for detailed instructions on how to claim your refund.

 

How do I know which size to buy?

All pets come in different shapes and sizes, even the same breed will vary depending on their age and weight.  Sizes will vary from designer-to-designer so please ensure that you measure your pet and check the relevant Sizing Chart and Measurement Guide before placing your order.

 

If your final measurement is between sizes we strongly recommend you buy the larger size.  Most exchange requests are made because customers have bought an item that is too small for their pet.

 

Can't find your size?

We will order it especially for you!  Many of our items can be custom ordered to size.  Please send us an email with your pet's measurements and we will contact you with the price and estimated shipping date.  A 50% deposit is required for all Special Orders.  The balance is to be paid at the time of shipping.  Most Special Orders can be delivered within 10-15 working days.