Got Questions?
We’ve got you covered, from delivery details to returns, care tips, and choosing the right product for your dog-friendly home.
If you still need a hand, contact us here.
Shipping & Delivery
How does shipping and delivery work?
Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours. To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.
Your products will be sent via Australia Post and should arrive within 5-9 business days**.
As soon as your order is sent you will receive a shipping confirmation email with your tracking number so you can follow its journey.
*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority to Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
How much do I pay for shipping?
All orders include FREE and fast delivery Australia-wide, no matter how many products you order.
When will my order arrive?
All orders (no matter how many products you purchase) include FREE and fast delivery Australia-wide. You can expect your order to arrive within 5-9 business days* from the day you place it.
*Please note: Although Australia Post quote us these expected delivery times, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
How do I track my order?
Once your order is placed and handed to Australia Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates.
Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although Australia Post quote us 5-9 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with Australia Post.
*Please note: For any queries or issues related to your Australia Post order, we recommend you first reach out to Australia Post directly. While we understand delays are frustrating, we are required to work within Australia Post’s processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
Can I change my shipping address?
Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, don’t panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
At this time, we only deliver our products to customers in Australia.
Are there any customs/import fees?
All our products are shipped right here in Australia, out of our distribution centre. This means there’s no need to worry about any customs fees, as it’s shipping from within Australia.
Product Questions
Which product is right for my home?
It depends where your dog loves to lounge.
The Sofa Saviour is best for protecting your couch from fur, scratches, drool, and everyday dog mess while giving your lounge an instant refresh.
The Oops-Proof Pet Throw is perfect for adding a soft, waterproof layer to the couch, bed, car, crate, or anywhere your dog likes to curl up.
The Fluff Off Mitt is your quick clean-up sidekick for removing loose fur from couches, bedding, clothes, car seats, and other fabric surfaces between washes.
Not sure where to start? If your couch is your dog’s favourite spot, The Sofa Saviour is the hero piece. Add The Fluff Off Mitt for quick fur touch-ups and The Oops-Proof Pet Throw for extra cosy, waterproof protection wherever life gets messy.
Are your products easy to clean and care for?
Yes, our products are chosen with real dog homes in mind, which means easy care is a must.
Our fabric-based pieces, like The Sofa Saviour and The Oops-Proof Pet Throw, are designed to help make everyday mess easier to manage. When they need a proper refresh, simply follow the care instructions on the product page.
For quick fur clean-ups between washes, The Fluff Off Mitt helps lift loose hair from fabric surfaces with a simple side-to-side swiping motion. Once it gets dirty, just rinse, dry, and use it again.
Because less time cleaning means more time doing the important stuff.
Will these products help protect my couch, bed, or car?
Yes, each product is designed to help protect or refresh the places your dog loves most.
The Sofa Saviour helps shield your couch from fur, scratches, drool, and everyday wear while giving your lounge a more put-together look.
The Oops-Proof Pet Throw adds a soft, waterproof layer to beds, couches, car seats, crates, and other cosy spots, helping protect against accidents, damp paws, drool, and small spills.
The Fluff Off Mitt helps remove loose fur from soft surfaces, so your couch, bedding, clothes, and car seats can look fresher between deeper cleans.
They won’t stop your dog from claiming every soft surface in the house, but they will make life with dogs feel a whole lot easier.
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Know someone whose dog has also claimed the couch? You can ship any K9Curations product directly to them by entering their address as the shipping address and your own as the billing address. We don’t include value invoices inside the box, as receipts are sent directly to your email.
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package.
Are you stocked in any stores anywhere?
No, it’s just us! Our K9Curations products are only available on our online store here in Australia. Unfortunately, we don't currently offer international shipping.
Returns & Exchanges
Do you have a returns policy?
We’ll keep this simple: eligible products are backed by our 30-day risk-free trial, so you can try them at home with confidence. If your order isn’t quite right, contact us within 30 days of receiving it and we’ll guide you through the next steps.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes attached tags and packaging. We may ask you to provide a photo of your item before sending it back so we can assess its condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return the products?
You have 30 days from receiving your order to start a return. We know life gets busy, so this gives you time to try your product at home and decide whether it’s the right fit for your space. Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided it is returned within 30 days.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned in as new condition, with any tags and the original box.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Do I have to pay for returns?
We’ve got you covered here too. All eligible returns (for both refunds and exchanges) within Australia will be covered with a free return shipping label that we are happy to organise for you, which means no expenses at the post office! Just contact our friendly team here and they will be able to help you along the way.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.
How long does it take for my return/exchange to be processed?
We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
How long does it take for my refund to be processed?
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.
Payment
How secure is your payment?
Your privacy and security are our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept major credit and debit cards, including Visa, Mastercard and American Express. We also offer Google Pay and Apple Pay.
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
To use a discount code, head to checkout and enter your code in the discount box on the first page. Make sure to click “Apply” before continuing to payment so your discount is added to your order.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
You can contact us through our contact page here or by emailing us at hello@k9curations.com.au. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient while we work through enquiries. We’ll get back to you as quickly as possible.
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your K9Curations stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our K9Curations HQ is located in Sydney, NSW. Your K9Curations products start their journey to you from our warehouses in Sydney and Melbourne.
*Please note: Our K9Curations HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.