Thanks for choosing The Puppy Pop, your trusted online pet shop Australia-wide. We’re committed to providing quality products and top-notch service to pet lovers all around the country. Please take a moment to read our Shipping & Return Policy to understand how we manage and deliver your orders.

What Makes Us Different

1. Shipping Policy

Order Processing

We aim to process and dispatch all orders within 1–3 business days of receiving full payment. During busy promotional periods or public holidays, processing times may be slightly longer, but rest assured, we’ll keep you updated every step of the way.

Estimated Delivery Times

• Standard Pet Products: Estimated delivery within 1–2 weeks from the date of dispatch.
• Overweight / Bulky Pet Items: Estimated delivery within 2–4 weeks from the date of dispatch.

Please note: These are estimated timeframes. Actual delivery may vary depending on your location, courier network capacity, and factors beyond our control. Deliveries to regional or remote areas may take longer.

Shipping Costs

Shipping costs are automatically calculated at checkout based on your order’s total weight, the type of items purchased, and your delivery address. Any applicable charges will be clearly shown before you complete your order.

Order Tracking

Once your order is dispatched, you’ll receive a shipping confirmation email containing your tracking number. You can use this number to monitor your delivery via the courier’s website.

Shipping Area

At this stage, The Puppy Pop ships exclusively within Australia. We proudly deliver to pet owners across all major cities, regional towns, and rural communities.

2. Returns & Refunds

Change of Mind Returns

We understand that sometimes you may change your mind. That’s why we accept returns for a change of mind under the following conditions:

• You notify us and initiate the return within 30 days of receiving your order.
• Items must be unopened, unused, and in their original sealed packaging, with all labels, tags, manuals, and accessories intact.
• Products must be in a resalable condition.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please get in touch with us within 7 days of receiving your items.

To help us resolve the issue quickly, please provide:

• Your order number
• Photographic evidence of the fault or damage

We will arrange a replacement, exchange, or full refund (including applicable original shipping costs) once the issue is verified.

Step-by-Step Return Instructions

Contact Us First: Email our friendly team at sales@thepuppypop.com.au

 with your order number and the details of the item(s) you wish to return. Please note: Returns sent without prior notice will not be accepted.

• Receive Instructions: Our team will guide you through the return process and confirm eligibility.
• Package Your Items: Securely repackage the item(s) to avoid damage during transit.
• Send to Our Address: We’ll provide the return address once your return request is approved.
• Await Inspection: Once we receive your returned items, we’ll inspect them and notify you of the approval or rejection of your return.

Return Shipping Costs

Change of Mind: Customers are responsible for return shipping costs. Original shipping fees are non-refundable.

Damaged, Faulty, or Incorrect Items: If your return is approved, we’ll cover all shipping costs and arrange a replacement or refund.

Return Timeframe

All returns must be initiated within 30 days of receiving your order.

Exclusions

For hygiene and safety reasons, certain items are not eligible for change of mind returns, including but not limited to:

• Opened pet food or treats
• Personalised or custom items
• Clearance or sale items (unless faulty)

Refunds

If your return is approved, your refund will be processed within 5–10 business days back to your original payment method. Processing times may vary depending on your payment provider.