Got a question?

Canada
As of 15 January 2025, Australia Post has resumed all services to and from Canada following a suspension of mail services to Canada due to union strike action in November and December.  

Canada Post has made significant progress in clearing delayed items caused by the strike action. However, customers may still experience delays as Canada Post works to clear the backlog. 

We thank you for your patience.

We hope for all our customers and the other small businesses caught up and losing income during this time that a resolution arrives quickly.

If you have any questions or concerns, please feel free to email us at "hello@pethaus.com.au" or drop us a line in the chat box.

Thank you again for your patience 🥰

Please allow for delays as they will have a backlog of mail to deliver first.

On its way at last!

Canada
As of 15 January 2025, Australia Post has resumed all services to and from Canada following a suspension of mail services to Canada due to union strike action in November and December.  

Canada Post has made significant progress in clearing delayed items caused by the strike action. However, customers may still experience delays as Canada Post works to clear the backlog. 

We thank you for your patience.

Firstly we would like to apologise for this unforseen inconvenience.

We were alerted to the delays caused by the Canada mail strike on Friday 29th of December.

At this time we have been told that orders placed before the 27th of Dec will be held in Canada customs until the strike breaks.

Orders after the 27th which have already been printed will be held with us here at PETHAUS HQ (we raced to the post and collected them all to keep them safe) - this is why your shipping has not updated.

Orders 29th Dec and after we are no longer able to print shipping labels for so you won't have a tracking number for these, however they are packed and here with us ready to go as soon as the strike is resolved.

This whole strike situation is heartbreaking and frustrating for everyone impacted especially at this special time of year.

We hope for all our customers and the other small businesses caught up and losing income during this time that a resolution arrives quickly.

If you have any questions or concerns, please feel free to email us at "hello@pethaus.com.au" or drop us a line in the chat box.

Thank you again for your patience 🥰

Great news guys!!!! Things should start moving again very soon. Workers are back and will be working through the backlog.

As soon as we are permitted to ship items we have held here we will.

We thank you all for your patience over this frustrating time. It's true Canadians really are the most polite nice people ☺️

Yes we do! We frequently ship items all around the world! USA, Canada, Europe, Kuwait, Singapore - heck we've even shipped to Peru!

Pethaus is based in Australia and ships worldwide from there.

Yes we do! - However due to recent tax and duty changes we can only except orders over £ 135  

Please note you will be responsible for VAT and duties when your parcel arrives.

Bump your order value up by combing your order with a friends and save on shipping too! 👍🏼

Alternatively you can shop on our ETSY STORE - any value HERE

*shopping on our Etsy site allows us to use Etsy's VAT code to ship even small value orders. 😊

Our team wil ship your 'non' customised order in 1 - 2 business days

Orders which included customised / personalised items will ship within 3 - 7 business days as we need time to create the awesomeness.

Please note during extremely busy times such as sales & Christmas there may be minor delays.

Ok so you've left that gift to the last second.... we totally get that happens.

Leave us a note to expedite your order at the checkout - and send our team an email to check.

Be sure to also select the "Express" shipping option.

We will do our best to make and or dispatch your order as fast as possible. Cos we are cool like that.

* Please note during sale periods or extremely busy times like Christmas "Rush my order" fees may apply.

We've been advised -

Orders shipped within Australia standard post will take between 2 - 7 "BUSINESS DAYS" to deliver once we have shipped.

Australian Express orders will take 1 - 3 "BUSINESS DAYS" to deliver once we have shipped.

Non tracked cheap shipping is 7 - 14 business days. (stamp mail)

This time frame will depend on your location - metro/ regional / remote

__________________________________________________________________________.

International

(we highly recommend using "EXPRESS" for a much faster service to all countries.)

Orders will depend on your country please check our shipping section in the main menu for delivery estimates.

USA standard - 2 - 3 weeks

NZ standard - 2 weeks

Canada standard - 4 weeks

UK / Europe standard - 4 weeks

* Please note Covid is a bummer and can throw a spanner in the works so these are estimates only... because nothing is certain these days right ;)

Once your order has been shipped we will send you a tracking email with a link to follow the journey of your order

Can't see the email? - Check your spam folder.

Still can't see it? We may not have shipped yet - send us an email if you would like an update.

Orders from Australia to USA under $800 USD will not incur duties

For other countries please check your duty free threshold - you will be responsible for any duties and taxes that apply to your country.

UK & EUROPE - due to recent changes in tax thresholds we can only ship orders over 135 pounds.

Bloody Covid!

Jokes aside tracking for international orders may not update for a few days to a week or so as your item either waits to board a flight or waits it's turn to clear customs.

Please don't be too concerned, however we are always happy to check for you if you feel something is a miss, so just send us an email .

As much as we would love to meet you, sadly we do not have a store front to collect from sorry. We cannot offer this service.

Hey no worries,

Need to change a size? A colour, personalisation? We've got your back.

Forgot to add something to your order? - Not a problem

Just email us within 24 hrs of making your order. (missed that window? If we haven't shipped it yet email us just incase we will try our best)

Screwed up the shipping address? We can change shipping addresses, emails etc easily as long as we haven't shipped it yet.

Orders already shipped can't have shipping addresses changed sorry. .. doh!

International Express orders you are able to contact DHL and ask for an alternate delivery address - how cool is that!

Sadly no, our super busy team cannot offer a customisation or alteration service sorry.

Every effort is made to design our gear to fit the widest range of shapes and sizes possible.

Our dog clothing can however be alterted by your local tailor easily to fit your dog if our sizing isn't spot on for their unique shape.

Not sure of your dogs sizing ? We have a handy how to measure video and size charts in our size guide to help. Click HERE

Can't measure your dog? Or buying for a friend? We are happy to exchange products which haven't been personalised.

Our team have outfitted many different breeds and are happy to advise as best they can without measurements so drop them an email.

Alternatively we also offer GIFT VOUCHERS -CLICK HERE

Shit happens, don't worry we've got you covered.

As long as your item isn't personalised we are happy to except returns. To return your item click HERE

Of course we can!

Email us right away and we will fix it up for you immediately.

Email us HERE

Quality is exceptionally important to us and our gear is designed to last, having said that.... well shit happens - but we believe it's the putting right that counts.

* Note we are not responsible if your dog eats a hole in something... heck that's just naughty. ;)

Heck yes you can!

As long as your item isn't personalised we can exchange it.

Click HEREto get the details

Oh bummer!

Sorry to hear it didn't work out. We are happy to except returns for any non personalised non sale items. Click HERE

We don't refund on changes of mind sorry but will happily offer a credit or exchange. All shipping costs are your responsibility.

In some cases we can help add your code within a 24 hr period so please contact us quickly by the chat box or email at "hello@pethaus.com.au"

Why yes we do! Click HERE

You can purchase a gift voucher for any amount that suits your budget.

Gift vouchers are automatically emailed to the email address you put in. You can send direct to the receipient or forward from your own email.

When you reach our check out you'll see a box that says "Apply code". pop your code in there. :)

Discount codes will only work on full price items. Discount codes will not apply to already discounted "Bundle deals", or "Sale items"

Exchange code discounts will work on anything. If your having an issue with your exchange code please contact us via email or chat box so we can get that fixed for you quick. 😊

If you've signed up to our rewards program you'll be receiving points you can redeem on orders for different actions

You can access these points clicking the link "Unlock discounts" in the bottom left corner

~Sign in - go back and click unlock discounts

~Next click "Your rewards". follow the arrows then click the "Apply rewards" blue button. It will add your points to your cart.

Add your items to the cart and go through the process to the checkout.

You'll see the "Apply code" section. Put your code in there.

Well that's flattering thanks!

Please follow this link to our wholesale enquiry form - Click HERE