Yes — Afterpay is available on all orders over $35 AUD. Select Afterpay at checkout for four equal fortnightly payments, always interest-free. Afterpay is subject to eligibility and their standard terms apply.

We process and dispatch orders quickly — often within 1–2 business hours. If you need to change or cancel, contact us immediately at hello@pawdstore.com with your order number. We’ll do our best, but cannot guarantee changes once an order has entered picking and packing. Personalised orders cannot be cancelled once the engraving process has begun.

Contact us immediately at hello@pawdstore.com. Include your order number and the correct address. If your order hasn’t been dispatched, we can update it. Once dispatched, we cannot redirect most carriers — you may need to contact the carrier directly with your tracking number.

Yes. Our site uses SSL encryption and all payment processing is handled by Stripe or PayPal — two of the most trusted payment platforms globally. We never see or store your full card details.

Standard Australian delivery takes 2–5 business days from dispatch. Express delivery (1–2 business days) is available at checkout for an additional fee. Metro areas (Sydney, Melbourne, Brisbane, Perth, Adelaide) typically receive orders at the lower end of this range.

Yes — free standard shipping is available on all Australian orders over $75 AUD. Orders under $75 AUD incur a flat $8.95 shipping fee. Free worldwide shipping is available on all international orders, regardless of order value.

Yes — we ship to 38+ countries worldwide. International standard shipping is free on all orders and typically takes 5–12 business days depending on destination. International express (3–6 business days) is available at checkout.

Popular destinations: United States (7–10 days), United Kingdom (6–9 days), Canada (8–12 days), New Zealand (3–5 days), Singapore (4–7 days). Customs fees and import duties may apply — these are the responsibility of the recipient.

Once your order is dispatched, you’ll receive a shipping confirmation email with a tracking number and a direct link to track your parcel. Australian orders are tracked via Australia Post or StarTrack. International orders are tracked via your local postal service once they arrive in your country.

First, check with neighbours and any safe-drop locations around your property. Check your letterbox and any common areas in apartment buildings. If still unresolved, contact the carrier directly with your tracking number to open an investigation. Then contact us at hello@pawdstore.com — we’ll assist in any way we can.

PAWD ships from Australia and marks all packages at full declared value. Customs duties, taxes and import fees vary by destination country and are the responsibility of the recipient. New Zealand (GST on imports over NZD $1,000), UK (VAT on imports over £135), US ($800 de minimis). Contact your local customs authority for specific rates.

We offer 30-day returns on all non-personalised items in original, unworn, and unused condition with original packaging. To initiate a return, email hello@pawdstore.com with your order number and reason for return. We’ll respond within 1 business day with return instructions.

Personalised items (engraved collars, custom tags) are final sale and cannot be returned unless faulty or damaged.

Email hello@pawdstore.com with: (1) your order number, (2) the item(s) you’d like to return, and (3) your reason for return. We’ll send you a Return Merchandise Authorisation (RMA) number and return address within 1 business day.

For change-of-mind returns, return shipping costs are the customer’s responsibility. We recommend using a tracked service. For items that arrived faulty, damaged, or incorrect, we will provide a prepaid return label and cover all return shipping costs.

Once we receive and inspect your return (typically within 1–2 business days of arrival), we’ll process your refund within 2 business days. Refunds are issued to the original payment method. Allow 3–5 business days for the refund to appear in your account.

Yes — we process exchanges in the same way as returns. Email us with your order number, the item you’d like to return, and what you’d like instead. We’ll confirm availability and issue a new order once we receive your return.

We use full-grain leather sourced from Veneto, Italy — the highest grade of leather available, retaining the natural grain of the outermost hide layer. It’s the only type that improves with age, developing a rich patina unique to your pet.

We never use split leather or bonded leather. Our hardware is solid brass or stainless steel — never plated zinc alloy.

Yes. All textile components are OEKO-TEX Standard 100 certified — tested and confirmed free from harmful substances. Our ceramic bowls use food-safe, lead-free glaze. Our leather is tanned using traditional vegetable tanning methods.

All cat collars use breakaway safety buckles that release under pressure — a critical safety feature for cats.

PAWD is an Australian-founded and owned brand, based in Sydney. Our products are made by specialist suppliers in four countries: leather goods from Veneto, Italy; rope and woven products from Guimarães, Portugal; ceramics from Byron Bay, Australia; and technical fabrics from Bavaria, Germany.

Yes — all PAWD products carry a 12-month warranty against manufacturing defects. If your product fails due to a defect in materials or workmanship within 12 months of purchase, we’ll replace or repair it free of charge. Contact hello@pawdstore.com with photos and your order number.

Using a soft tape measure, measure the circumference of your dog’s neck at its midpoint — not too tight to the throat, not too far down toward the shoulders. Add 2cm for comfort. Compare to the size chart on the product page. The two-finger rule: you should always be able to slide two fingers comfortably between collar and neck.

When between sizes, always size up. Puppies grow quickly — check the fit every 2–4 weeks.

Measure the widest part of your dog’s chest — wrap the tape around the chest behind the front legs (the girth). Also measure the neck circumference. Our harness product pages include breed-specific size recommendations alongside measurements.

Yes — all PAWD cat collars and harnesses are sized specifically for cats, not scaled-down dog products. Cat collars typically come in one adjustable size that fits most adult cats. Cat harnesses come in XS/S/M to accommodate different body sizes.

Always size up when between sizes. A slightly larger collar can be adjusted tighter; a too-small collar cannot be extended. If in doubt, email us at hello@pawdstore.com with your measurements — we’re happy to recommend the right size.

After you order a personalised item, our team laser-engraves your pet’s name onto a metal nameplate — not printed, not hand-stamped. The engraved plate is then hand-riveted to the collar or accessory. The process is permanent: the engraving will not fade, scratch off, or wear away with normal use.

Up to 12 characters including spaces and punctuation. This accommodates most pet names comfortably. If you’d like to include a symbol (e.g. LUNA ♡), count all characters. If you’re unsure, contact us before ordering at hello@pawdstore.com.

Allow 2–3 additional business days on top of standard processing time. We’ll send a dispatch confirmation email when your personalised item ships. If you need it urgently, contact us before ordering.

Personalised items are final sale and cannot be returned for change of mind. Please double-check the spelling of your pet’s name exactly as you’d like it engraved before completing your order. Items that arrive faulty or damaged are covered under our standard warranty.

Wipe down with a damp cloth after muddy walks and dry naturally away from direct heat. Every 2–3 months, apply a small amount of leather conditioner to keep the leather supple. Do not soak leather products in water, do not machine wash, and do not dry with direct heat.

Yes — our rope and nylon collars and leads are machine washable on a cold, gentle cycle. Place in a mesh laundry bag to protect the hardware. Air dry flat — do not tumble dry.

Our ceramic bowls are dishwasher safe (top rack recommended). For hand washing, use warm water and dish soap — avoid abrasive scrubbers. The ceramic stands are not dishwasher safe — wipe with a damp cloth. Do not microwave.

Bed covers are removable and machine washable at 40°C on a gentle cycle. Close the zip before washing. Air dry — do not tumble dry memory foam. Dog coats: cold gentle cycle, fasten all velcro before washing, hang to air dry. Check each product’s individual care label.

No — you can check out as a guest. Creating an account gives you order history, faster future checkout, early access to new arrivals, and the ability to track all your orders in one place.

You’ll receive a shipping confirmation email with a tracking number once your order is dispatched. Click the tracking link in the email to follow your parcel. If you have an account, you can also track orders in your account dashboard.

Check your spam or junk folder first. If it’s not there, check that you entered your email address correctly at checkout. If you paid via PayPal, your confirmation may be sent to your PayPal email address. If still unresolved, contact us with your name and order date.

We approach sustainability practically rather than performatively. Our packaging is entirely plastic-free — recycled card, tissue and cotton ribbon — and we offset the carbon on every international shipment through a reforestation partnership in New South Wales. We produce in small runs to eliminate excess inventory.

Our products are designed to last years, not seasons — which is the most sustainable approach: buying less, buying better.

Our leather is a by-product of the meat industry — not from animals raised for their hide. It is sourced from tanneries in Veneto, Italy that operate under EU animal welfare and environmental regulations. Our leathers are vegetable-tanned where possible, avoiding the chromium-heavy processing common in cheaper leathers.

Our packaging uses recycled and recyclable materials throughout. We’re actively exploring recycled material options for future product lines. Currently, our priority is material longevity over recycled content — a product that lasts five years has a significantly lower environmental footprint than a recycled-material product that lasts one.