Dog Questions?

Can I track my order?
Absolutely! Once your order is shipped, you’ll receive a tracking link via email so you can follow it all the way to your doorstep.

How much is shipping?
Free shipping, always! 🐾

How long does shipping take?
Most orders are processed within 2–3 business days. After your order ships, you’ll receive a tracking email.
Please allow 7–20 business days for delivery. Shipping times may be longer during peak periods such as holidays, bad weather, or sales events.

Where does my order ship from?
We partner with trusted, Aussie-verified suppliers worldwide to bring you high-quality dog travel gear at fair prices. Most of our items ship directly from our overseas warehouses with full tracking.

Do you ship to other countries?
At this time, we only ship within Australia.

I placed multiple orders — will they ship together?
Some of our products are sent directly from different suppliers, so your items may arrive in separate packages — even if ordered together. Don’t worry — each item will have its own tracking number, and you’ll get updates on each part of your order.

What if my order is delayed?
We aim to get your order to you as quickly as possible, but sometimes things happen that are out of our control, such as carrier delays or busy periods. If your order is delayed, we’ll keep you updated, and you’ll have access to tracking info so you can follow along.

What should I do if my order is lost?
Once your order has shipped, you’ll receive tracking info to monitor its journey. If the package appears lost, please contact the carrier (e.g. Australia Post) directly to open an investigation. While we’re unable to accept liability for items lost after dispatch, we’re happy to provide any information needed for the carrier’s claim process.

I made a mistake with my shipping address. Can I fix it?
If it’s been less than 2 hours since you placed your order, email us right away with the correct address. After that, your order may already be in processing, and we may not be able to update it. If an incorrect address is provided and the order is delivered there, we unfortunately can’t issue a refund or replacement.

My order hasn’t arrived yet — what should I do?
Because some items are shipped directly from our suppliers, delivery times may vary. If your order hasn’t arrived after 20 business days, email us at hello@thecaninelounge.com with your order number so we can look into it for you.

My tracking says “delivered,” but I didn’t receive my package.
We understand how frustrating that can be! Once an order is marked “delivered” by the carrier, we are no longer responsible for it. Here’s what you can do:

• Double-check your shipping address.
• Look around your delivery area or check with neighbours.
• Contact your local postal service for assistance.
  If it’s been more than 48 hours and your package still hasn’t turned up, we recommend filing a claim directly with the carrier.

Will I have to pay customs or import fees?
Nope! No surprise customs or import fees for Aussie orders — our prices include everything. 🐾

When will I be charged?
You’ll be charged as soon as your order is placed and successfully processed. You’ll receive a confirmation email straight away with your order details and receipt. If it’s not in your inbox, check your spam or junk folder — sometimes it ends up there by mistake.

What payment methods do you accept?
We currently accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay. We currently don’t accept PayPal.

Availability of some payment methods (such as Discover) may vary depending on your bank or card issuer.

All payments are processed securely with encryption to keep your details safe.

Can I apply a discount code after placing my order?
Discount codes must be entered at checkout and can’t be applied after your order has been placed. Only one code can be used per order unless stated otherwise in the promotion details.

Why did my payment fail?
Payments can fail for a few common reasons:

• The billing details didn’t match your card or shipping address.
• The card has expired or has insufficient funds.
• Your bank flagged the transaction for security.
• Your card isn’t enabled for online or international purchases.

We recommend double-checking your details or trying another payment method. If you’re still having trouble, contact us and we’ll help sort it out.

Do you accept international payments?
We currently only accept payments from Australian banks and cards. Stay tuned — we may expand to international markets in the future.

What currency will I be charged in?
All prices and payments are processed in Australian Dollars (AUD).

Will my item look exactly like the photos?
We do our best to show products as accurately as possible. Colours may appear slightly different in person due to lighting and screen settings. Please check the product description for full details, sizing, and care instructions before placing your order.

Can I exchange or return an item?
All sales are final. We do not accept returns or exchanges for reasons such as change of mind, incorrect sizing choice, or colour preference. Please be sure of your order before completing your purchase.

However, if your item arrives damaged, defective, or not as described — including a size that does not match our size chart — please contact us within 48 hours of delivery. To help us resolve the issue quickly, we require up to 5 clear photos showing the problem (e.g. damage, incorrect size) before we can approve a refund or replacement.

Sizing Issues
We know finding the perfect fit can be tricky, which is why we provide detailed sizing charts and measurement guides for every product.

If you feel the item is too small or too large for your pet, please ensure you followed our size chart before contacting us. If the item still doesn’t fit, send us:

• Photos of the product on your pet.
• The measurements you used to choose the size.

We offer one replacement per order for sizing issues, provided your measurements match our size chart and the product was accurately described by the supplier. If the replacement also doesn’t fit, we can offer store credit or a refund for the original purchase.

Do I have to pay for return shipping?
Since we do not accept returns or exchanges, return shipping is not applicable. If there’s an issue with your order (damaged, defective, or incorrect items), we’ll cover the cost of sending a replacement to you.

Do you offer gift wrapping or personalised notes?
We don’t currently offer gift wrapping or personalised notes. All orders are packaged securely to keep your items safe during shipping.

Can I cancel my order after placing it?
You have 2 hours after placing your order to request a cancellation. After that, processing begins and we may not be able to make changes or cancel the order. If you need to cancel, email us immediately at hello@thecaninelounge.com.