DoggyTopia Returns Help
Returns, Exchanges & Refunds
We want you and your pup to love your order. If something isn’t quite right, we’re here to help with a simple and friendly returns process.
Quick Summary
Everything You Need To Know 🐾
We’ve made our returns and exchanges process as simple, fair and stress-free as possible for both you and your pup.
30 Day Returns
Eligible items may be exchanged or returned for store credit within 30 days of delivery.
Easy Exchanges
Need another size? Our team can help organise a smooth exchange process for you.
Store Credit
Approved store credits are issued as a DoggyTopia Gift Card delivered directly via email.
Faulty Items Covered
Faulty, damaged or incorrect items are handled in accordance with Australian Consumer Law.
Free Shipping Over $130
Eligible exchange orders over $130 may qualify for free standard shipping Australia-wide. You’re also welcome to add extra goodies to your exchange order to help reach the free shipping threshold.*
Friendly Aussie Support
Need sizing help or unsure what to do? Our Aussie-based team is always happy to help.
*Free shipping applies to standard Australian shipping only and excludes bulky items.
Exchanges & Store Credit
Need A Different Size Or Changed Your Mind?
We understand that sometimes things don’t fit quite right or may not be exactly what you expected. Eligible items may be returned for an exchange or DoggyTopia store credit within 30 days of delivery.
Eligible Return Conditions
- Unused and unworn
- Original tags attached
- Original packaging included
- Free from fur, dirt and odours
- Suitable for resale
Return Shipping
- Customers cover return postage
- You may use your own prepaid satchel
- Tracked shipping is recommended
- Exchange shipping is invoiced separately
- Free shipping may apply over $130*
Store Credit Details
- Issued as a DoggyTopia Gift Card
- Delivered via email
- No expiry date
- Can be used storewide
- Perfect for future spoiling 🐾
Need Help With Sizing?
Dogs within the same breed can vary greatly in size depending on age, build, coat, breeding history and body shape. If you're unsure before ordering, our friendly team is always happy to help guide you toward the best fit.
Contact Our Team*Free shipping applies to standard Australian shipping only and excludes bulky items.
Sizing Exchanges
Because Every Dog Fits Differently 🐾
Even dogs within the same breed can vary greatly in chest size, neck size, back length, paw width and overall body shape. That’s why we always recommend measuring carefully before ordering where possible.
Measure Carefully
Please check the sizing guide on each product carefully before purchasing. Different brands and products can fit differently.
Try On Gently Indoors
We recommend trying products on gently indoors first to check fit before extended wear or outdoor use.
Contact Our Team
If the fit isn’t quite right, email our team and we’ll help guide you through the exchange process.
Helpful Sizing Tips
- Measure your dog rather than choosing by breed alone
- Dogs within the same breed can vary significantly in size
- Coat thickness and fur can affect fit
- Paw width is especially important for dog shoes
- Age, weight and build can impact sizing
- When in doubt, contact our team before ordering
Need Help Choosing The Right Size?
Our friendly Aussie-based team is always happy to help with sizing guidance before you order to help reduce the chances of needing an exchange.
Faulty, Damaged Or Incorrect Items
If Something Arrives Wrong, We’ll Help Sort It
If your item arrives faulty, damaged, or you’ve received the incorrect item, please contact our team as soon as possible so we can review it and help with the next best step.
Email Our Team
Send us your order number and a short description of what has happened so we can look into it for you.
Add Photos Or Videos
Clear photos or videos help us understand the issue faster and make the process smoother for you.
We’ll Review It
Depending on the item, we may troubleshoot with you or check with the relevant brand or manufacturer before confirming the best outcome.
How We Can Help
We’ll Find The Fairest Fix
Once we’ve reviewed the issue, we’ll guide you through the most suitable solution. Depending on the product and situation, this may include a repair, replacement, store credit or refund.
Non-Returnable Items
Some Items Can’t Be Returned For Hygiene & Safety Reasons
To help protect the quality and safety of products for all customers, some items are unable to be returned or exchanged once opened or used.
Dog Treats & Food
Opened dog treats, food products and edible items cannot be returned or exchanged.
Grooming Products
Opened shampoos, conditioners, sprays and other grooming products are unable to be returned.
Health & Wellness Products
Opened health and wellness products cannot be accepted for return due to hygiene and safety reasons.
Personalised Items
Custom-made or personalised products are unable to be returned unless faulty under Australian Consumer Law.
Return Condition Requirements
Returned Items Must Be In Resellable Condition
To help us keep products safe, clean and suitable for other pups and pet parents, returned items must meet a few basic return conditions before they can be approved for exchange or store credit.
Eligible Return Requirements
Items must not show signs of extended wear, outdoor use or damage.
Products should be returned with original tags, labels and packaging included where applicable.
Returned items should be free from fur, dirt, stains, strong odours or excessive wear.
Items must be returned in a condition that allows them to be safely resold.
Helpful Tip
We recommend trying products on gently indoors first before extended wear or outdoor use. This helps keep items eligible for exchange or store credit if the fit isn’t quite right.
Order Cancellations
Need To Cancel Your Order?
If you need to cancel an order, please contact our team as quickly as possible. We’ll do our best to help before your order is packed and dispatched.
Before Dispatch
Orders may be cancelled before they have been dispatched. Please email us straight away with your order number so we can check the order status.
After Dispatch
Once your order has been shipped or collected by Australia Post or a courier, it can no longer be cancelled as it is already in transit.
Custom Orders
Custom, personalised or special-order items may not be able to be cancelled once production or ordering has commenced.
Need To Make A Quick Change?
If you’ve entered the wrong address, chosen the wrong size or need to make a quick change, email our team as soon as possible and we’ll help where we can before dispatch.
Incorrect Addresses & Returned Parcels
Please Double-Check Your Delivery Details
To help your order arrive smoothly, please make sure your shipping address is correct before completing checkout.
Incorrect Address
If an incorrect address is entered at checkout, please email us as soon as possible. We’ll do our best to update it before dispatch.
Returned To Sender
If a parcel is returned to DoggyTopia due to an incorrect address, failed delivery or non-collection, re-shipping fees may apply.
Store Credit Or Refunds
In some cases, original shipping costs and return fees may be deducted from any approved store credit or refund.
Spotted A Mistake?
Email our team straight away with your order number and correct address. Once your order has been dispatched, address changes may no longer be possible.
Lost Or Stolen Parcels
If Your Parcel Goes Missing, We’ll Help Investigate
We understand how frustrating it can be when a parcel appears delayed, lost or marked as delivered but can’t be located. If this happens, please contact our team and we’ll help investigate the issue with the courier provider.
We’ll Investigate
Our team will work with Australia Post or the relevant courier provider to investigate the delivery status and help determine what has happened.
Check Around First
Before contacting us, we recommend checking around your property, safe drop locations, building reception or with neighbours where possible.
Case-By-Case Support
Outcomes for lost or stolen parcels are assessed case-by-case and may depend on the courier investigation and delivery information provided.
Need Help With A Missing Parcel?
Please include your order number and any helpful delivery information when contacting our team so we can begin investigating as quickly as possible.
International Orders
Ordering From Outside Australia?
We love sending DoggyTopia goodies to pups around the world. Please keep in mind that international orders may be subject to customs, duties or import charges once they arrive in your country.
Customs & Duties
International customers are responsible for any customs duties, import taxes, VAT, brokerage fees or handling charges applied by their country.
Customs Delays
DoggyTopia is not responsible for delays caused by customs checks, border processing or local postal services once your parcel arrives overseas.
Refused Parcels
If an international parcel is refused or returned due to unpaid customs charges or failed delivery attempts, related costs may be deducted from any approved store credit or refund.
Please Check Your Local Import Rules
Some countries may have restrictions on pet treats, food products, grooming items or other pet-related goods. We recommend checking your local import rules before ordering, especially for edible or wellness products.
How To Return An Item
Simple Return Steps 🐾
We’ve made the returns process as easy and stress-free as possible. Simply follow the steps below and our team will help guide you through the rest.
Contact Our Team
Email sales@doggytopia.com.au with your order number and let us know whether you’re requesting an exchange, store credit or reporting an issue.
Complete Your Return Form
Include your completed DoggyTopia return form inside your parcel. No printer? Simply write your order details and return request on a piece of paper and include it with your return.
Send Your Return
Package your item securely and send it to the return address below using tracked postage where possible.
Return Address
DoggyTopia Returns
PO Box 331
Kallangur QLD 4503
Australia
DoggyTopia is not responsible for parcels lost in transit back to us.
Need A Return Form?
Our return form can be completed digitally, downloaded instantly or printed and included inside your return parcel.