FAQ's

I just placed an order, when will it ship?

We try our best to ship items as fast as we can. Please allow 1–2 business days handling time for your order to be dispatched.

  • Average shipping time: 5–10 business days

  • WA & Remote Areas: Please allow up to 14 business days (Perth customers usually receive their order within 10 days but please allow up to 14 days max in case of delays)

Once your order has shipped, we’ll send you a tracking number so you can follow its journey.
If you haven't received a tracking number after 5 business days, please contact us at hello@puphut.com.au.

Can I return or exchange my order if I chose the wrong size?

Unfortunately, we do not offer exchanges or refunds for incorrect size selection. Once the product has been unboxed or unpackaged, we are unable to resell it due to quality control and packaging reasons.

Please make sure to carefully select your size before placing your order.
If you're unsure about which size is best for your dog, feel free to reach out to us — we’re happy to help you choose the right fit.

My order arrived damaged or faulty — what do I do?

We’re so sorry about that! If your item arrives damaged, broken, or with missing parts, we offer:

  • A full refund, or

  • A replacement item sent to you at no extra cost

To get started, please email hello@puphut.com.au within 7 days of delivery.
Include your:

  • Name

  • Order number

  • Clear photos showing the issue

We’ll get back to you quickly and resolve it for you.

I entered the wrong shipping address — what now?

If you entered an incorrect address, please email us at hello@puphut.com.au within 24 hours of placing your order.

We can update the address if the order hasn’t shipped yet.
Unfortunately, no refunds will be given if the incorrect address is submitted and the order has already shipped.

How long does shipping take?

Shipping times vary depending on your location:

  • Most orders arrive within 7–10 business days

  • For Western Australia and remote areas, please allow up to 14 business days

Orders ship from Sydney, NSW, and we’ll provide tracking details as soon as your order is on the way.

I have a question that wasn’t answered — can you help?

Absolutely! We’re here to assist you.

Send us an email at hello@puphut.com.au and our team will get back to you as soon as possible.
For a faster response, please include your order number and a clear explanation of your issue.