Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does shipping and delivery work?
So you've made an order? Welcome to the PamperPet family!
Once you place an order, our team carefully processes and packages your items within 24–48 hours. To speed up delivery, orders with multiple items may be shipped separately — that way, you can start pampering your pet as soon as possible!
Your items should arrive within 7–15 business days from the date of dispatch. As soon as your order is shipped, you’ll receive a confirmation email with tracking details so you can follow its journey.
Please note: All delivery timeframes are counted from the date your order is dispatched.
How much do I pay for shipping?
All orders include FREE delivery Australia-wide, carefully packed and shipped straight to your door.
When will my order arrive?
Once your order is picked and packed, the magical journey from PamperPet HQ to your front door begins.
All orders (no matter how many products you purchase) include FREE delivery Australia-wide. You can expect your order to arrive within 7-15 business days from the date of dispatch.*
*Please note: While most parcels arrive on time, occasional delays can happen in transit. If this occurs, your tracking number may show a revised delivery date.
How do I track my order?
Yay, time to celebrate - your order is on its way!
As soon as your parcel is shipped, you’ll receive a shipping confirmation email with a ‘Track Your Order’ button. This will take you straight to your personal tracking page so you can follow its journey in real time.
Haven’t received your shipping confirmation email yet? Be sure to check your spam or junk folder, it might’ve landed there by mistake!
Help, I think my order is lost/hasn’t been delivered?
If your order hasn’t arrived yet, don’t worry, it’s likely still making its way through the delivery network. While most parcels arrive within 7–15 business days, occasional delays can happen during transit. Your tracking number may show a "delayed" status if this is the case.
If it’s been more than 20 days since your order was shipped and there’s still no update, please get in touch with us so we can investigate with our logistics partner and help resolve the issue as quickly as possible.
We appreciate your patience and understanding — we know delays are frustrating, and we’ll do everything we can to support you.
Can I change my shipping address?
Oops — sent your order to the wrong address? No stress, we can help!
If your order hasn’t been shipped yet, just send us your updated address as soon as possible and we’ll make the change for you.
If your order has already shipped, you may still be able to redirect it. Simply email us at hi@pamper-pet.com.au, and our lovely team will do our best to get it sorted for you.
Important: We can only ship to the address provided at checkout. If an incorrect address was entered and the parcel is delivered there, we’re unfortunately unable to retrieve it — so please double-check your details before placing an order!
Do you ship internationally?
At this time, we only deliver our products to customers in Australia.
Product Questions
What makes the Grooming Kit different from other grooming tools on the market?
The PamperPet™ GroomEase System isn’t just another clipper, it’s a 4-in-1 kit designed to make at-home grooming simple, safe, and stress-free.
It comes with four interchangeable heads to handle everything from full grooms to delicate touch-ups and nail care. The low-noise motor helps keep anxious pets calm, and the cordless, rechargeable design means no messy cords or expensive groomer visits.
Whether you're trimming around sensitive spots or doing a full groom, this all-in-one tool saves you time, money, and a whole lot of hassle.
Is the Grooming Kit suitable for all dog breeds and coat types?
Yes, the PamperPet™ GroomEase System is versatile and suitable for all dog breeds and coat types. Whether your dog has a short, smooth coat or a long, thick one, this kit provides the tools needed to groom them effectively, making it a great choice for multi-pet households.
How easy is it to use the Grooming Kit for someone with no prior grooming experience?
Super easy! The PamperPet™ GroomEase System was made for pet parents who’ve never groomed before.
Each attachment is beginner-friendly, and the cordless design makes it easy to maneuver around your pet. Plus, we include simple step-by-step instructions and a video tutorial to guide you through the process — no guesswork, no stress.
Even kids or older family members can use it confidently. If you can brush your pet, you can use this kit!
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Have a special someone who you think needs some of our products in their life? You can ship any PamperPet product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!
Are you stocked in any stores anywhere?
Nope, it’s just us! Our PamperPet products are only available on our online store here in Australia. Unfortunately, we don't currently offer international shipping.
Returns & Exchanges
Do you have a returns policy?
Return Policy:
- We aim to ensure our customers are satisfied with their purchases. If you are not completely happy with your order, you may return it within 30 days of delivery.
- Return Shipping: Customers are responsible for covering the return shipping costs, except in cases where the item is faulty or damaged upon arrival.
- Refund Process: Refunds will be issued once the returned item is received and inspected. We will notify you via email once your refund has been processed.
- Faulty or Damaged Items: If your product arrives damaged or is faulty, please contact us at hi@pamper-pet.com.au with photos, and we will cover the cost of return shipping. A full refund or replacement will be provided.
*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?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Payment
How secure is your payment?
All jokes aside - 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 offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Are your prices inclusive of GST?
Yes, all prices on our website are listed in Australian dollars (AUD) and include GST (Goods and Services Tax).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hi@pamper-pet.com.au. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your BRAND stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our PamperPet HQ is proudly based in Brisbane, Australia.
To keep prices affordable and offer a wider range of products, your order is shipped directly from our trusted overseas fulfilment centre.
Please note: Our HQ is not a retail store and doesn’t hold stock, and we’re unable to offer local pickup.