Shipping
Where we ship
We ship Australia-wide. Some products may ship from different warehouses, so items in the same order can arrive separately.
Processing times
Orders are typically processed within 1–3 business days. During peak periods, processing may take a little longer.
Delivery timeframes (Australia)
Delivery time depends on your location and the supplier’s dispatch point. As a guide:
- Metro areas: usually 2–7 business days
- Regional areas: usually 4–10 business days
- Remote areas: can take longer
Shipping costs
Shipping costs are shown at checkout.
Some products are eligible for free shipping (where indicated on the product page).
Tracking
Where tracking is available, you’ll receive a tracking link by email once your order has been dispatched. If your order ships in multiple parcels, you may receive multiple tracking update
Delivery notes
- Please double-check your delivery address at checkout.
- If you’re not home, the carrier may leave the parcel in a safe place or take it to a local collection point (depending on the carrier).
- If a parcel is returned to sender due to an incorrect address, re-shipping fees may apply.
We want you to feel confident ordering from Support4Paws. If something isn’t right, we’ll help.
Returns
Change of mind returns
Because many items are shipped directly from our supplier network, change-of-mind returns may not be available for all products, or may incur a restocking fee. You must check each product description for details.
If a change-of-mind return is available for your item, the general rules are:
- Return request must be made within 14 days of delivery
- Item must be unused, clean, and in original packaging
- Return shipping costs are usually paid by the customer
To check eligibility, contact us with your order number before sending anything back.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged, or not as ordered, please contact us within 7 days of delivery with:
- your order number
- photos (and a short description of the issue)
- the packaging label if available
We’ll work with the supplier to organise a replacement, refund, or store credit where appropriate.
Hygiene and safety exclusions
For hygiene and safety reasons, some items may not be returnable if opened or used (for example: recovery wear, collars, and personal care items). If you’re unsure, contact us before purchasing and we’ll help you choose.
Refunds
Once a return is approved and received (if required), refunds are processed to your original payment method. Banks can take a few business days to finalise the transaction.
How to start a return
Email us at hello@support4paws.com with:
- Order number
- Item name(s)
- Reason for return
- Photos (if faulty/damaged)
We’ll reply with next steps, including the return address (varies by supplier).
Sizing & fit support (important)
Many support products require the right fit. Before ordering, please check the sizing guide on the product page. If you’re unsure, contact us — we can help you choose the most suitable size.