🇦🇺 FREE STANDARD DELIVERY FOR ORDERS OVER $49 🚚

FAQS

Our customers Frequently asked questions..


Sizing:

What size dimensions do you offer?
Cats & dogs come in a variety of shapes and sizes, please use the measurement charts we provide on our product images.
Always make sure you measure your pet before purchasing any clothing products.
If you are unsure about any sizing please email us via the contact page and we will do our best to assist you. 
     
    Delivery:

    How can I track my order? 
     We provide shipping and tracking information after checkout is complete.
     A confirmation email with all details will be sent to your email address.
      Do you have Express Shipping?
      It may be possible to arrange Express Shipping at an extra cost, if you would like your product asap then please contact us to discuss via our 'contact us' page.
        (Please note we do not ship orders on weekends)
         
        Returns:
        We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.  

        To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

        For any perishable items that may get damaged in transport you are entitled to a repair of the broken item, for health & safety reasons we cannot refund and return used items.

        To start a return, you can contact us at info@thepetplayco.com . If your return is accepted, we ask you to cover return shipping costs due to us providing free shipping on distribution. Items sent back to us without first requesting a return will not be accepted. 
        We will provide you with a shipping location when your return has been accepted. 

        You can always contact us for any return questions at info@thepetplayco.com .

        Damages and issues 
        Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

        Exceptions / non-returnable items 
        Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care goods (such as hygiene products). 
        Please get in touch if you have questions or concerns about your specific item. 

        Unfortunately, we cannot accept returns gift cards.

        Exchanges 
        The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

          Refunds 
          We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

            Payments:

             Is my credit card information safe? 

            Your credit card information will always be encrypted. Paypal and our other payment provider services are credited and safe to use.

              When will I receive my refund?

              We will submit a refund as soon as we have received the product back. Please note that it may take a couple days for the refund to clear back into your account. 

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