Frequently asked questions

Most orders dispatch within 1–2 business days from Australia and arrive within 3–7 business days with standard shipping, or 1–3 days with express.

Right now we ship Australia-wide only. International shipping may be considered as we grow.

You'll receive a tracking link by email once your order ships. You can also see live status any time under My Orders in your account.

If your order hasn't been paid yet (it'll show as "Pending"), you can cancel it yourself from My Orders — no need to contact us. Once payment has gone through, message us as soon as possible and we'll do our best to amend it before it ships.

It means payment didn't complete — nothing has been charged. You can retry payment or cancel the order yourself any time from My Orders in your account.

Most items can be returned within 29 days of delivery for a refund, provided they're unused and in original packaging.

Go to My Orders, open the order, and select "Request a return" (this appears once an order is marked Completed and is still within the return window). Choose which item(s) and quantity, pick a reason, and optionally add notes or photos — photos speed up review for damaged or defective items.

You'll get an email at every stage — when it's submitted, when it's approved or rejected, and when your refund is issued. You can also check the live status any time under My Returns in your account, including a step-by-step tracker.

Once approved, we'll email you the return address automatically — no need to ask. It's also shown on the return's own page in My Returns.

Open the return under My Returns and select "Mark as Sent" — enter your carrier and tracking number so we know to watch for it.

Once we receive and check the returned item, we issue the refund straight back to your original payment method. It typically takes 5–10 business days to appear on your statement after that, depending on your bank.

Yes — return requests are per item and quantity, so the rest of your order is unaffected.

For hygiene reasons, opened wipes, shampoo and other consumables can't be returned unless faulty.

Change-of-mind returns are at your cost. If the item is faulty, damaged, or we made an error, we cover it.

Yes — our fragrance-free, plant-derived formulas are designed to be gentle enough for pets of all life stages. Check with your vet if your pet has a diagnosed skin condition.

We're finalising packaging and supply now. Join the notify list on the product page to hear the moment they're live.

No — you can check out as a guest. Creating an account just makes it faster to reorder, track past purchases, and manage returns.

It confirms the account is genuinely yours and protects against fake sign-ups. You'll get a verification link the moment you register — just click it. Verifying is also required before you can turn on two-factor authentication.

An optional extra layer of login security. Once enabled (under Account → Profile → Security, after verifying your email), we'll email you a one-time 6-digit code to enter each time you log in, in addition to your password.

You earn points on every completed order, which you can redeem for a discount at checkout. Your points balance and full history are visible under My Rewards in your account.

As you earn more points over time, you move up through Bronze, Silver, and Gold tiers — higher tiers earn points faster on every future purchase. Your current tier and progress toward the next one are shown on your Rewards page.

Yes, any time — go to Account → Subscriptions to pause, resume, or cancel a Subscribe & Save order.

Use our Contact us page — a real member of our small team replies within 1 business day.