📦 Shipping
Q: Do you offer free shipping?
A: Yes! Free shipping is available for orders over AUD $99. Orders under AUD $99 incur a flat AUD $7.99 shipping fee.
🚚 Order Processing & Delivery
Q: How long does it take to process and ship my order?
A: Orders are processed within 1–3 business days. Standard shipping across Australia takes approximately 2–8 business days.
🔄 Returns & Exchanges
Q: Can I return or exchange my order if I change my mind?
A: Unfortunately, we do not accept returns or exchanges for change of mind.
Q: What if I ordered the wrong size?
A: Sizing exchanges are accepted. Customers cover return shipping costs. Once received and inspected, we will issue Store Credit equal to the product value.
Q: What if my item is faulty or damaged?
A: Contact us within 7 days with order details and photos. We will arrange a free replacement or full refund for verified issues.
🛒 Products
Q: Are your dog leashes and harnesses escape-proof?
A: Yes! Our escape-proof harnesses and heavy-duty leashes are designed for adventurous Aussie dogs.
Q: How do your LED products work?
A: Our LED dog harnesses and leashes are USB rechargeable, offering multiple light modes for visibility at night.
Q: Are your poop bags eco-friendly?
A: Yes, our biodegradable dog poop bags are made with eco-conscious materials and are lightly lavender scented.
📏 Sizing
Q: How do I choose the right size for my dog?
A: Please refer to the sizing chart on each product page. We recommend measuring carefully and sizing up if between sizes.
🐾 Custom Pet Portrait FAQs
Q: Can I return or exchange a custom product?
A: Because each custom item is made specifically for your pet, we do not accept returns or exchanges on custom portrait products unless the item is damaged or incorrect.
Please double-check all details before submitting your order.
Q: What is the customisation process?
A: please find in product page's image
Q: What kind of photo should I upload?
A:
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Clear, high-resolution photo (natural light is best)
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Face fully visible
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One pet per portrait
- better upload 3 different photos
We may reach out if your photo is too blurry or not suitable.
💬 Contact
Q: How can I contact your customer service team?
A: Email us at [pawq_info@pawq.com.au] or reach out via our Contact Us page. We are here to help!
