We're here to help with orders, shipping, returns, and product questions. If you don't find what you need below, contact support@pawriotco.com(Mon–Fri, 9:00–17:00 NSW time). We aim to reply within 1–2 business days .

Track your order

Go to Order Tracking (link this to your tracking page). Tracking updates may take 24–48 hours after dispatch to appear.

Quick answers

• Where we ship: Australia only
  
• Dispatch time: 1–2 business days (Mon–Fri)
  
• Delivery time: typically 7–12 business days after dispatch (rural/remote may be longer)
  
• Shipping cost: Free on all AU orders
  
• Returns: Issues-only within 30 days (damaged, defective, incorrect/missing, or not received after carrier investigation)
  
• Cancellations: Allowed before processing begins
  

Popular topics

• Shipping Policy — destinations, timeframes, tracking
  
• Returns & Refunds — eligibility, how to start, timing
  
• Cancellation Policy — when and how to cancel
  
• Pre-Sale Information — sizing, what's included, care and safety
  
• Ordering & Availability — stock status, limits, split shipments

• Privacy Policy — data, cookies, your choices
  
• Terms of Service — ordering, payments, liability, ACL rights
  
• Accessibility Statement — our WCAG approach and feedback
  

(Link each item above to its corresponding page.)

Orders & Shipping Help

• No tracking yet: Tracking can take 24–48 hours to update after dispatch.
  
• Past the estimate: If it's beyond the 12th business day from dispatch, email us; we'll check with the carrier.
  
• Marked “Delivered” but not received: Check with household members, neighbors, safe-drop spots, and your local post office; if still missing after 2 business days , contact us.
  

Returns & refunds (issues-only)

If something is wrong with your order, email support@pawriotco.comwithin 30 days of delivery (or within 30 days of the latest estimated delivery date for non-delivery). Include:

• Order number
  
• Description of the issue
  
• Clear photos of the item, packaging, and shipping label (if applicable)
  

We'll advise next steps and, if approved, arrange a replacement or refund . If a return is required, we'll provide a prepaid label .

Address changes and cancellations

• Address changes: Not guaranteed once an order enters processing. Email us immediately with your order number and the correct address.
  
• Cancellations: Allowed before processing (processing window: 1–2 business days , Mon–Fri). Orders in processing or dispatched cannot be canceled.
  

Products, sizing, and care

• Measurements are listed on product pages (in cm ). For collars/harnesses, measure your pet and allow a two-finger gap.
  
• Always supervise first use and replace items that become damaged or overly worn. Our products are not a substitute for veterinary care.
  

Payments & pricing

• Prices are in AUD ; accepted methods are shown at checkout.
  
• Taxes (if applicable) are displayed before payment.
  
• If we spot an obvious pricing/description error, we may cancel and refund the order.
  

Still need help?

Email support@pawriotco.comwith your order number and details. We'll get back to you as quickly as possible.