FAQs

You can contact us via our Contact Us Page or alternatively you can send us an email at hello@pupperz.com.au and we will endeavour to respond asap.

Mailing Address: PO Box 7053, Aspendale VIC 3195

Please make sure to review your order carefully before it is submitted as it cannot be modified. No changes can be made once your order is placed. Double + triple check that all details are correct.

Once an order is processed, we are unable to change any details surrounding the purchase, such as the shipping address, payment information and order details. Please ensure all of your information is correct before placing an order. If you made an error, please contact us asap via our Contact Us Page or email us at hello@pupperz.com.au and we will do our best to make the change if the order has not yet been processed.

Our email order confirmations are always automatically sent as soon as you complete checkout. If you didn't receive the order confirmation email in your inbox, we would recommend checking your promotions/spam/junk folders just in case it accidentally made its way in there. If it still is nowhere to be found, please contact us via our Contact Us Page or email us at hello@pupperz.com.au and let us know the name and email address used for your order so that we can re-send it to you. 

As soon as your order has been shipped, you will receive a shipping confirmation email from us that contains a link to track your package, if the shipping method chosen includes tracking. Please allow a few days for the link to display any information.

Not a problem. We thoroughly inspect all items before they are packaged up and sent to their new owner because quality and care are of the utmost importance to us here at PUPPERZ. But if you find you’ve received a faulty item when you open your parcel, we will replace it.

All you have to do is let us know and we’ll get right onto it. Simply contact us via our Contac Us Page or email PUPPERZ at hello@pupperz.com.au with your name, order number, product(s) and give us the finer details of the fault(s) in your item. We’d also love you to attach some pictures of the fault(s) so we can endeavour to make sure it doesn’t happen again.

If you find we’ve packaged up the wrong order, never fear, please let us know immediately by contacting us via our Contact Us Page or emailing us at hello@pupperz.com.au and we’ll have it fixed asap. Just make sure you give us your name, order number, and the name of the product(s).

Once we receive the incorrect or faulty items from you by return post, we’ll get the new order processed and sent straight away.

If the item that you ordered is no longer available, we will issue you with a full refund (including postage).

We will also make sure you are not out of pocket and take care of the postage costs on returns of faulty items and wrong orders.

There is nothing more exciting for us than when our customers are happy and wearing big smiles on their faces! So please, let us know if something isn’t quite right and we will do everything we can to ensure your happiness while you are visiting our online store. 

To send your item back you will need to fill out a Return Sheet. This sheet has everything you need to know about sending an item back. It also explains the instructions you must follow to receive a refund. Please send your return item(s), with the filled-out Return Sheet, to:

PO Box 7053, 
Aspendale VIC 3195

PUPPERZ recommends returning your items by trackable or registered mail because, sadly, return items that aren’t received at our end will not receive a refund or credit.

Unfortunately, PUPPERZ does not accept returns on SALE, FINAL SALE and FLASH SALE items. 

Click here to read our Returns & Exchange Policy

You can read our Privacy Policy here.