FAQ's
1. What payment methods can I use?
We try to make checkout as easy as possible, so you can pay with
Visa
Mastercard
American Express
Maestro
UnionPay
Apple Pay
Google Pay
Shop Pay —
whatever works best for you.
2. Is it safe to enter my payment details on your site?
Absolutely. All payments go through secure, trusted payment systems, and we never actually see or store your full card details. Your information stays protected throughout the whole process.
3. Do you ship outside of Australia?
Right now, we only ship within Australia. We know that's a bummer for our international pet parents, but we're focused on serving our local customers well for now.
4. Is shipping really free?
Yep, every single order ships free — no minimum spend required. You'll see $0.00 for shipping at checkout, guaranteed.
5. How long before my order ships?
Once your payment goes through, we get to work picking, packing, and prepping your order — this usually takes 1 to 3 business days. Just keep in mind we don't process or ship orders on weekends or Australian public holidays, so those days don't count toward the timeline.
6. When will my order actually leave the warehouse?
After that 1–3 business day processing window, your order heads off to our shipping carrier. From there, delivery time depends on the carrier's own schedule.
7. How do I track my package?
As soon as your order ships, we'll email you a tracking number so you can watch it make its way to you.
8. I made a mistake with my shipping address — can I fix it?
Definitely double-check your address before you hit "place order," but mistakes happen! If you catch an error, email us right away at info@pawsemporium.shop and we'll do everything we can to update it before your order ships. Once it's out the door, though, we can't make any promises.
9. My order is late or missing — what now?
If your delivery window has come and gone with no package in sight, drop us a line at info@pawsemporium.shop with your order number. We'll track it down for you and, if needed, work directly with the carrier to sort things out or file a claim.
10. What's your return policy?
You've got 30 days from the date your package arrives to send something back. To be eligible, the item just needs to be unopened, unused, and in its original packaging, along with your order number or receipt.
11. Can I exchange something instead of getting a refund?
Sure thing! Just email info@pawsemporium.shop with your order number and a quick note about why you'd like to return it. Our team will take a look and send you the next steps.
12. Can I return toys or bedding my pet has already used?
For hygiene reasons, we're not able to accept returns on chew toys, plush toys, or bedding once they've been opened or used by your pet. If you're not sure whether your item qualifies, just ask us before sending anything back — we're happy to check.
13. How do I actually start a return?
Easy — email info@pawsemporium.shop with your order number and a short explanation of why you'd like to return the item. Once we approve it, we'll send you step-by-step instructions and the correct return address. Just make sure to pack it up securely before shipping it back.
14. Who covers the cost of return shipping?
If you're returning something simply because you changed your mind, that cost is on you. But if the item arrived damaged, defective, faulty, or wasn't what you ordered, we've got you covered — no return shipping costs on our end.
15. How long until I see my refund?
Once we've received your return and given it a once-over, we'll email you to confirm it's arrived. If everything checks out, your refund will be sent to your original payment method within 10 business days — though your bank may need a little extra time to actually post it to your account.
16. My item arrived damaged or wrong — what do I do?
Ugh, we're sorry to hear that! Email us at info@pawsemporium.shop within 7 days of delivery with your order number and a couple of clear photos showing the issue. Once we confirm what happened, we'll send you a replacement or a full refund (shipping included) at no cost to you.
17. Are there items you just can't accept returns on?
A few exceptions, yes — unless something arrives damaged or defective, we can't take back:
- Clearance or final-sale items
- Anything used, washed, or damaged after delivery
- Gift cards
- Chew toys, plush toys, or bedding that's been opened or used by a pet
Not sure if your item fits into one of these categories? Just ask before you send it back.
18. It's been a while and I still don't see my refund — help?
First, take a peek at your bank statement and check in with your card provider, since processing times can vary a bit on their end. Still nothing? Email info@pawsemporium.shop and we'll help track it down.
19. Where are you located, and when can I visit?
You'll find us at:
145 Melbourne St, North Adelaide SA 5006, Australia
Our hours are:
| Day | Hours |
|---|---|
| Monday | Closed |
| Tuesday – Wednesday | 10:00 AM – 4:00 PM |
| Thursday | 10:00 AM – 5:00 PM |
| Friday – Saturday | 10:00 AM – 4:00 PM |
| Sunday | 11:00 AM – 3:00 PM |
All times are in ACST / ACDT (Australian Central Time).
20. How can I get in touch?
Whatever's on your mind — an order question, a shipping hiccup, a return, or just a general question about our products — we're here for it.
Paws Emporium
Address: 145 Melbourne St, North Adelaide SA 5006, Australia
Phone: +61 412989428
Email: info@pawsemporium.shop
We love helping pet parents shop with ease — reach out any time!