FAQs
Frequently Asked Questions
Got questions? We've got answers! If you can't find what you're looking for, feel free to contact us and we'll be happy to help.
🛒 Orders
How do I place an order?
Simply browse our store, add your favourite items to your cart, and proceed to checkout. It's that easy!
Can I change or cancel my order after placing it?
We process orders quickly, so please contact us at hello@vaultpaws.com.au as soon as possible if you need to make changes. Once an order has been dispatched, we're unable to make changes.
How will I know my order has been confirmed?
You'll receive an order confirmation email as soon as your purchase is complete. Please check your spam folder if you don't see it within a few minutes.
🚚 Shipping
Do you ship Australia-wide?
Yes! We ship to all states and territories across Australia.
How long does delivery take?
Please refer to shipping policy for more information on this.
How do I track my order?
Once your order is dispatched, you'll receive a tracking number via email so you can follow your parcel's journey.
Do you offer free shipping?
We periodically offer free shipping promotions. Keep an eye on our store and sign up to our newsletter to stay in the loop!
🔄 Returns & Refunds
What is your return policy?
We want you to be completely satisfied with your purchase. If you're not happy, please contact us within 30 days of receiving your order and we'll do our best to make it right.
How do I return an item?
Contact us via our Contact Us Page with your order number and reason for return. We'll guide you through the process.
Are refunds available?
Yes, refunds are available for eligible items in accordance with Australian Consumer Law. Items must be unused and in their original packaging.
🐾 Products
Are your products safe for pets?
Absolutely. We carefully vet all products in our range to ensure they are safe, non-toxic, and pet-friendly.
How do I choose the right size for my pet?
Each product listing includes a sizing guide. If you're unsure, feel free to contact us and we'll help you find the perfect fit.
Do you restock sold-out items?
We do our best to restock popular items. You can sign up for restock notifications on the product page.
💳 Payments
What payment methods do you accept?
We accept all major credit and debit cards, as well as other payment options available at checkout.
Is my payment information secure?
Yes, all transactions are processed securely through Shopify's encrypted payment system. We never store your payment details.