FAQ
We’ve answered some of the most common questions below. If you’re still unsure about anything, feel free to reach out. We are always happy to help!
ORDERS & SHIPPING
How long will my order take?
All orders are handmade and usually dispatched within 1–2 business days. Shipping times vary depending on Australia Post and your location.
What shipping options do you offer?
We offer:
- Untracked large letter shipping (bandanas only)
- Standard tracked shipping
- Express shipping
Full details are in our Shipping Policy.
Do you offer untracked shipping?
Yes, we offer an untracked large letter option for eligible bandana-only orders. This option is more affordable but does not include tracking.
We recommend tracked shipping for peace of mind.
Can I change my order after placing it?
If your order has not been packed yet, we will do our best to help. Please contact us as soon as possible. Once dispatched, we cannot make changes.
My parcel is delayed, what do I do?
Once dispatched, parcels are handled by Australia Post. If your tracked parcel is delayed, we can help lodge an enquiry.
What happens if I order personalisation?
If your order includes personalisation, please make sure all details are entered exactly as you would like them to appear, including capital letters and spelling.
All personalisation is applied using HTV vinyl.
If personalisation is selected and paid for but no details are entered at checkout, this may delay your order while we try to contact you to confirm the details. To avoid delays, please double check your personalisation before placing your order.
PRODUCTS & SIZING
How do I choose the right size?
Each product listing includes a sizing guide. If your pet is between sizes, we recommend sizing up for comfort.
If you’re unsure, feel free to contact us.
Are your products suitable for both cats and dogs?
Yes. Our products are designed to suit both cats and dogs, with adjustable sizing options across our range.
Can I wash your products?
Yes. We recommend gentle hand washing or a delicate machine wash, then air drying to maintain shape and quality. Iron on the cotton setting, if required.
Do your products vary slightly?
Yes. As everything is handmade, small variations in pattern placement or size may occur. This is part of what makes each piece unique.
RETURNS & SUPPORT
Do you accept returns?
We do not offer returns for change of mind. However, if something is faulty or incorrect, we will always work with you to fix it.
Full details are in our Returns Policy.
What if my item arrives damaged or incorrect?
Please contact us within 7 days of receiving your order and we’ll help resolve it quickly with a replacement, refund, or other suitable solution where appropriate.
What if I entered the wrong address?
Please contact us immediately. If your order has not shipped, we can update it. If it has shipped, we are unable to change delivery details.
How do I contact you?
You can reach us anytime at hello@snugglebugpets.com.au address.