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. While most parcels arrive on time, occasional delays can happen while in transit. If it’s been more than 20 days since your order was shipped, please reach out to our support team and we’ll be happy to help.
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.
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
Do you sell replacement blades for the GroomEase System?
Yes, we do! Replacement blades for the PamperPet™ GroomEase System are available directly through our website. They’re designed for a perfect fit and easy swap, so you can keep your trimmer working like new and your pet’s coat looking its best.
Are the products rechargeable or cordless?
Yes! All of our battery operated products are cordless and rechargeable, giving you complete flexibility to use them anywhere at home. They’re designed to be safe, quiet, and hassle-free.
How easy are they to use for someone with no prior experience?
Very easy! Every PamperPet product is made with beginners in mind. From our quiet, cordless grooming tools to our easy-setup fountains, you don’t need any special skills or experience to get started. We also share helpful email tips and guides to make pet care even simpler.
Are your products suitable for all dog breeds and sizes?
Yes! All PamperPet products are designed to suit a wide range of breeds, coat types, and sizes. Whether your pet is small and fluffy or large and short-haired, our adjustable tools and systems make care simple, safe, and effective for every furry friend.
How do I clean and maintain my FlowEase Fountain?
We’ve designed the FlowEase Fountain to be as easy to clean as possible. Simply take it apart, rinse each section with warm water and mild soap, and wipe dry. We recommend cleaning it every 3–5 days and replacing the filter every 2–4 weeks for the best water quality.
Are you stocked in any stores or sold exclusively online?
PamperPet is currently sold exclusively online through our official website. This helps us keep prices fair and deliver the best possible service and support directly to you.
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 are our highest priority. We use Shopify Payments and PayPal, both of which are extremely secure and highly encrypted systems designed to protect your information and keep every transaction safe. These trusted platforms also hold merchants accountable, so you can shop with total confidence knowing your payment details are protected.
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, Apple Pay and PayPal 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 Sydney, 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.