Frequently Asked Questions
A few simple answers
Where do you currently ship to?
We currently only provide shipping within Australia.
Are there costs for shipping?
We give back to our customers and offer FREE regular shipping for all orders.
How do you handle your shipping process?
After we have processed your order and the payment has passed, we signal our fulfillment centers to send the items to the shipping company where it is handled by them to get it delivered straight to you.
How come I received separate packages for my orders?
This is entirely dependent on your orders.
Due to the extensive list of items that we stock within our product range, we often stock different items in various fulfillment centers which often means that some items may get delivered first. Have faith and don't worry if one item arrives before the next as we can be sure that they are on their way to you!
How long is the delivery?
Orders will typically arrive within 15-20 days after the payment has been registered and processed, but often they can arrive much earlier. We mention that time frame purely to factor in any delays in customs and deliveries from our various fulfillment services.
If you haven't received your product after 5 weeks, please contact us at firstname.lastname@example.org and we will contact our suppliers and investigate further into the matter
What if my item doesn't arrive, or becomes "lost"?
Once we have given the signal for packages to leave the warehouse, the couriers take ownership and we are not legally responsible for lost or damaged items. If your product does not reach you in the allotted time frame, we will try our best to rectify any problems and if required, offer a full refund.
Why doesn't my shipping status change?
It takes time for our information to be updated. This could also mean that there have been some delays (e.g. weather, customs or package backlogs..). We recommend checking back in a few days for changes.
How can I track the shipping time frame for my order?
You will be provided a tracking number once we have processed your payments and ordered for your products to be sent. Within 48-72 hours, you should begin to see some information appear. Please understand that some delays may occur due to unforeseen circumstances but we will try to help where it is required.
How can I pay for my order?
We only use trusted and secure payment gateways to protect your payments. You can pay by Paypal, VISA, Mastercard or Afterpay. You have a choice on which payment gateway you feel most secure in.
How does my discount code work?
Once you are at the checkout section, enter in your promo code and if the code is still valid, the changes will be automatically made and reflected on your new pricing.
Please Note: Only one discount code can be used per order.
Do you support Afterpay?
We definitely support afterpay! So you can enjoy your toys now and worry about the costs later!
Is it safe to process payments through you? Do you have access to my card details?
We use Stripe and Paypal, the leading international payment providers, to handle all of our payment processes. There is no point where we ourselves have access to customer's personal data ourselves or where that data might potentially be compromised.
What currency is used to process my orders?
As we are based in Australia and only deal with Australian customers, your currency will naturally be in AUD.
How do I place an order?
It's extremely simple actually!
1. Choose a product you absolutey LOVE!
2. Add the product to your cart.
3. Fill in your required information
4. Pay and you're on your way to receiving a brand new item!
What do I do if i'm having trouble placing an order?
We have customer service support set up to assist yo through each step of the process. Just message our chat box and let us know the problem you're having.
What do I do if I never received an order confirmation email?
First you want to check your spam folder or try do a search for emails sent by "Dogs Best Friend". If this doesn't help, send us an email at email@example.com and we'll get right on it!
My order arrived broken.
Before shipping, we carefully vet each product before it leaves our fulfillment center. There is the off occasion that the order gets damaged in the interim. Please let us know immediately and we will try our best to work it out for you and if required, provide you with a refund.
Can I make changes to my order after placing it?
Order changes, cancellations or shipping address updates will need to be made within 24 hours upon placing them. Please send us an email at firstname.lastname@example.org so our Customer Service Team can assist.
I'm an absolute novice with everything.
And everyone has to learn somehow!
Here at Puppy Cuddles, we always want to make our customers feel at home and as a result, we want to improve your experience so that you can do what you enjoy. . . SHOPPING.
If you have any questions or want to give some feedback to help us better our services, feel free to email us.
What is your refund policy?
No one likes when you have to return a product. We want to make it easy for you, which is why we have constructed a Refund Policy for your convenience.