Refund policy

At woohooPets, we’re all about transparency and keeping things fair. For you, your pet, and our team. This policy covers what to do if something’s not quite right with your order, and how we handle any hiccups along the way.


Change of Mind

Once your order has been processed and dispatched, we’re unable to offer refunds, returns, or replacements for change of mind.

If you’ve had a last-minute change and contact us before your order has been packed or labelled (you’ll receive an email once a shipping label is created), we’ll do our best to help. In these cases:

  • We can amend your order before it’s dispatched

  • You’ll receive an email to either settle any difference or receive a refund of any balance

Once an order has been dispatched and/or delivered. We don't provide replacements, exchanges or refunds on change of mind products.

We do our best to provide detailed product info and ingredient lists to help you make informed choices and we’re always happy to offer guidance if you’re unsure.


Have an Issue with Your Order?

If something’s gone wrong with your order, we’re here to help, just reach out.

You can contact us via:

  • 📧 Our contact us page linked to support@woohoopets.com

  • 💬 The website chat bubble

Please include your order number and a brief explanation of the issue. We’ll take it from there and let you know what happens next.

 

Product Condition (For Eligible Returns)

To be eligible for a refund or resolution (where applicable), products must be:

  • Unopened and unused

  • In their original packaging

  • In a resellable condition

Products that have been opened, repackaged, or stored in unsealed containers (like treat jars) are not eligible. If you’re unsure whether your item meets these criteria, just reach out to our team.

 

Refunds, Store Credit & Exchanges

  • Refunds are processed to the original payment method only (e.g. PayPal refunds go back through PayPal).

  • Exchanges are only possible before dispatch. We can’t offer swaps after your order has shipped.

  • If your order was purchased using a discount or promotion, your refund will be the discounted amount paid, not the full retail value.

  • Store credit may be offered in specific situations but is not guaranteed and is assessed at our discretion.

  • Refunds are for the product price only and do not include the original shipping cost, unless the item is deemed faulty (eg. sealed & moldy upon arrival) or we’ve made an error with your order.

If a product return is required, return shipping is the responsibility of the customer, unless we have confirmed that the product is faulty or incorrect. 

 

Faulty or Incorrect Items

We take quality seriously — but if you believe your product is faulty (e.g. mouldy while sealed) or something was sent incorrectly, please get in touch immediately after delivery.

We ask that all issues be reported within 5 days of delivery, along with clear photo evidence and your order number. Delays beyond this timeframe may affect our ability to assess the situation, especially as our treats are perishable and sensitive to how they’re stored once opened.

All claims are assessed case by case due to the nature of air-dried treats.

We are not responsible for:

  • Product changes after opening

  • Damage due to improper storage or repackaging

  • Sharp edges or punctured packaging caused in transit (our products are natural shapes and can occasionally shift during shipping)

 

Delivery & Missing Parcels

Once your parcel leaves our warehouse, it’s in the hands of Australia Post — but we’ll always support you where we can.

If your tracking shows the parcel is still in transit or delayed you should always check your shipping confirmation email for the order tracking number. (We can assist with this if you can't find it). 

Have it available for the following:

  • Check your tracking number on Aus Post parcel tracking page www.auspost.com.au/mypost/track/search

  • Contact Australia Post directly for detailed information.

  • Download the AusPost app to manage your delivery or redirect it

 

If your parcel is marked as delivered but you haven’t received it:

  • Double-check the address used at checkout

  • Look in safe drop areas or check with others in your household

  • Visit your local post office, as it may be waiting for you there

NOTE: Once delivery is confirmed by Australia Post, woohooPets is not responsible for lost or stolen parcels. We recommend choosing a secure delivery address and staying updated via the AusPost app.