Frequently Asked Questions

Where does the company operate from?

Waggle & Fetch is an Australian owned and operated small business that is passionate to keep your furry friend entertained, healthy, and safe. We operates from the Sunshine Coast (QLD), Australia and is owned by a team that is passionate about animals.

Australian made?

Some of our products are located and shipped within Australia, while others are from China. Which of our warehouses we ship your products from can vary based on stock levels and demand. For full transparency, our products are not made in Australia and are generally made in China, this ensures you get the best products at the best possible prices.

Ordering

How to place an order?

We are open 24 hours a day. Add the items to your cart, select ‘checkout’ and then follow the prompts to enter your shipping details, payment information and any other information. If you have any questions or problems, please email us at waggleandfetch@gmail.com and we will contact you when we are in the office.

Payment

What payment method do you offer?

Credit card and PayPal are available to complete your purchase.  All payments are processed online securely by PayPal or Swipe and card details are not stored by the site.

We do not sell, trade, or otherwise transfer to outside parties any details of your personal identifiable information.

Shipping

How long does it take o get my order?

We endeavour to process all orders within 1 -3 business days of when they are placed.

When an item is shipped you will receive tracking details with a more accurate delivery estimate from the shipping company. 

If you require a change or cancellation on your order, please contact us within 2 hours and we will make the changes as long as your order has not been processed/shipped.

Please note* During busy periods, including sale periods, order may take up to 5 days to be shipped.

Once your order is shipped, it can take between 10 - 20 days for you to receive it, depending on your location.

Where do your products come from?

At Waggle & Fetch, we carefully select our products from trusted suppliers across Asia, ensuring top-quality, innovative pet gear for your furry friends. Since our items are sourced from different suppliers, your order may arrive in separate packages, depending on the products you’ve purchased. This allows us to offer a wide range of pet essentials at competitive prices, while maintaining high standards of quality and safety for your pets.

How much does shipping cost?

All Australian orders are shipped free when you spend over $49.99!

If you don’t meet the $49.99 mark, you can check out the below prices.

Standard shipping - $9.70

Do you ship overseas?

We only ship to Australia wide and New-Zealand.

Extra info

  • Shipping times do not include weekends or public holidays
  • Please ensure you provide the correct address when checking out. If packages are not received by the recipient, or are returned to us due to an incorrect address, the recipient/purchaser will be responsible for repeat shipping costs as these are external costs by the courier..
  • Once the order has left our warehouse, our shipping couriers are responsible for your package. Please contact your shipping courier if you have queries about your parcel and you can see that it has already left our care.

Return & Exchange

Can I return and exchange what I've purchased?

Please note WE DO NOT REFUND SALE  OR DISCOUNTED ITEMS. WE DO NOT OFFER REFUNDS DUE TO CHANGE OF MIND OR ITEMS NOT FITTING YOUR PET.

Any returns need to be shipped within 14 days of receipt by return post for a size exchange, only if the products: • Have not been used or worn • Are not soiled or damaged, and have not absorbed odours • Have their original tags attached • Are returned in their original packaging• Were not discounted or sale items • Were not received as a prior exchange

To complete your return, we require a receipt or proof of purchase, and your original Order No. & date of purchase.

Please check our return requirements have been met. Otherwise, we are unable to process your request.

Please contact us at waggleandfetch@gmail.com

Please allow up to five business days from the day your return is received by our online store for it to be processed. 

Return shipping costs are the responsibility of the purchaser when returning an item. Shipping costs are non-refundable.

Please note we cannot cancel an order after it has been shipped.

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