Dog Questions?

Can I track my order?
Absolutely! Once your order has been dispatched, you’ll receive a tracking link via email so you can follow your parcel’s journey.

How much is shipping?
Free shipping on all orders, Australia-wide.

How long does shipping take?
Orders are typically processed within 2–3 business days. Once dispatched, please allow 7–20 business days for delivery.
Delivery times may be longer during peak periods such as holidays, extreme weather, or sales events.

Where does my order ship from?
We work with trusted international suppliers to bring you high-quality dog travel gear at fair prices. Most items are shipped directly from overseas warehouses and include full tracking.

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

I placed multiple orders — will they ship together?
Some products may be sent from different suppliers, so items may arrive in separate packages even if ordered together. Each parcel will have its own tracking number, and you’ll receive updates for each shipment.

What if my order is delayed?
While we aim to deliver orders as quickly as possible, delays can occur due to carrier issues or high-demand periods. Tracking information will be provided so you can monitor your delivery.
If your order has not arrived within 20 business days, please contact us at hello@thecaninelounge.com with your order number.

What should I do if my order is lost?
Once an order has been shipped, the carrier is responsible for delivery. If your parcel appears lost, please contact the carrier directly to open an investigation. We’re happy to provide any information needed to assist with the claim process.

I made a mistake with my shipping address. Can I fix it?
If it’s been less than 2 hours since placing your order, email us as soon as possible with the correct address. After this time, we can’t guarantee changes can be made before dispatch. Orders delivered to an incorrect address provided by the customer cannot be refunded or replaced.

My tracking says “delivered,” but I didn’t receive my package.
If your tracking shows “delivered” but you haven’t received your parcel, please:

• Double-check your shipping address
• Look around your delivery area or check with neighbours
• Contact your local delivery service for assistance

Once a parcel is marked as delivered, we are not responsible for it, but we’re happy to help provide information to assist with the carrier’s investigation.

Will I have to pay customs or import fees?
No — there are no additional customs or import fees for Australian orders. The price you see at checkout is all you’ll pay. 🐾

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, please check your spam or junk folder.

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

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

All payments are processed securely through Shopify and our payment providers using industry-standard security measures.

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 discount code can be used per order unless stated otherwise in the promotion details.

Why did my payment fail?
Payments may fail for several reasons, including:

• Billing details not matching your card information
• Expired cards or insufficient funds
• Your bank flagging the transaction for security reasons
• Your card not being enabled for online or international transactions

Please double-check your details or try a different payment method. If you continue to experience issues, contact us and we’ll be happy to help.

Do you accept international payments?
All prices are displayed in Australian Dollars (AUD). International cards may be accepted depending on your bank and card issuer, but availability can vary.

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

Will my item look exactly like the photos?
We do our best to display products as accurately as possible. Colours may appear slightly different due to lighting, photography, or screen settings. Please review the product description, sizing information, and care details carefully before placing your order.

Can I exchange or return an item?
We do not offer returns or exchanges for change of mind, incorrect size selection, or colour preference. Please ensure you review all product details and sizing guides before completing your purchase.

If your item arrives damaged, defective, or not as described (including a size that does not match our size chart), you are entitled to a remedy under Australian Consumer Law. Please contact us within 48 hours of delivery with up to 5 clear photos showing the issue so we can assist you.

Sizing assistance
We provide detailed sizing charts and measurement guides to help you choose the correct size.

If you believe you received an incorrect size despite following our size chart, please contact us with:

• Photos of the product on your pet, and
• The measurements you used to select the size.

Where appropriate, we may offer one replacement per order as a goodwill gesture. This does not limit your rights under Australian Consumer Law.

Do I have to pay for return shipping?
We do not accept returns for change of mind, so return shipping is not applicable.
If your item arrives damaged, defective, or incorrect, we will cover the cost of sending a replacement where applicable.

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

Can I cancel my order after placing it?
You have 2 hours after placing your order to request a cancellation. After this time, orders may already be in processing and cannot be changed or cancelled. If you need to cancel, please email hello@thecaninelounge.com as soon as possible.