FAQ
FAQ
We update our FAQ page from time to time so please keep checking back for further information.
What payment options do you offer?
Do you charge extra for American Express or Diners Club?
How long will my items take to deliver?
Are your Credit Card payments secure?
Can I pay via Direct Deposit?
What is the fastest way to get my new product?
What is your Exchange, Return and Refund Policy?
Where do I post my item for exchange or return?
Non-Deliverable, Refused or Unclaimed Orders
How do I use my store credit?
What are the requirements for custom orders?
How much is postage & how long does it take to deliver?
Do you post overseas?
How do I work out my Pets Size?
Do you wholesale?
Pet Loo Terms and Conditions
What payment options do you offer?
Snooty Paws offers secure Credit Card transactions using 128 bit SSL and a secure payment gateway for Visa, Mastercard, American Express, JCB & Diners Club. We also offer Direct Deposit. All funds must be cleared before goods are sent.
Do you charge extra for American Express or Diners Card?
No. We prefer to offer you an equal choice when it comes to your preferred payment option which is why we don't charge you extra for using American Express, JCB or Diners Club.
How long will my items take to deliver?
Your item(s) will shipped within 24 hours, Monday - Friday of your payment being cleared into our bank account via credit card payment or direct deposit. Secure credit card payments are processed immediately.
Are your Credit Card payments secure?
YES! When you reach the Snooty Paws checkout, you will see a padlock in your browser indicating you are in a secure 128bit SSL webpage.
Our credit card gateway is through Net Registry using St George bank.
Can I pay via Direct Deposit?
Yes. Our banking details are:
Bank: St George
Account name: Snooty Paws
BSB: 114879
Account No: 455321708
Please remember to put your order number in the remittence field so we can tell which order you paid for.
What is the fastest way to get my new product?
The easiest and quickest way to get your new product is to pay by secure credit card. Our products ship within 24hrs unless stated otherwise. If you need your items in a hurry, select the Express Post option under shipping however please note that items will only be received the next business day within the Australia Post Express post network (e.g. capital cities.)
You will be notified your order has been shipped from our warehouse via email.
What is your Exchange, Return and Refund Policy?
We have sourced products from around the world that we hope both you and your pet will love. If however the products you have purchased do not meet your expectations, please contact us.
Please do not place a new order for the item(s) you would like in exchange. If you place a new order, your credit card will be charged for that order and you will be issued a store credit for your returned merchandise. Store credits are valid for one year from the issue date.
After you have contacted us, simply return your merchandise to us in its original and unused condition within 14 days upon receipt of the item for an exchange or store credit.
We carefully inspect all items before posting them to you however in the case where goods are faulty, wrongly described, different from a sample shown or don’t do as they’re supposed to, you can choose between a refund, exchange or a credit. Goods must be returned within 14 days unwashed, unworn and in a resalable condition. Refunds will be made via direct deposit or refund back onto your purchasing card. Store credits are valid for one year from the issue date.
Pets vary in size and as we purchase goods from different manufacturers, each designer has different sizes. We strongly encourage you to measure your pet as accurately as possible. Please note that we do not issue refunds and cannot accept returns or exchanges for custom orders. We also do not accept returns COD. We do not reimburse shipping charges.
*All exchanges will be issued a credit for use in a new due to shipping being charged for shipment back to the customer. We do not offer self-addressed exchages/packages sorry.
Important: We do not issue refunds for returned merchandise and cannot honor exchanges for any merchandise that is sent back to us after 14 days, has been used, or is not in its original new condition. All toys, sale, personalised, custom, special occasion and perishable items are final sale and cannot be exchanged or returned.
Where do I post my item for exchange or return?
Please send your unused item and receipt to the following address:
Snooty Paws
Attn: Exchanges & Returns
PO Box 7205, Wetherill Park NSW 2164
Please write on your receipt the order number given to you via email when you notified us that you would be returning the item. Please also let us know the reason for the return and what you would like to exchange the merchandise for. We strongly suggest you send the returned item with tracking and insurance so that your package can be tracked. We take no responsibility for orders that do not arrive to our warehouse.
*All exchanges for Australian orders will be charged a domestic postage fee of $9 or $25 for beds. International orders will be charged an international shipping fee of AUD$25 to post out the exchanged item. We will contact you to arrange payment of the shipping charges when we are ready to dispatch the exchanged item.
Non-Deliverable, Refused or Unclaimed Orders
If an order is returned, refused or unclaimed by the customer due to customer refusal, customer absence, or customer providing incorrect shipping information, we will attempt contact via phone and/or email if provided. If no response is received, the customer will be charged with the appropriate shipping charges. Please make sure that the shipping information on your order is correct and if you have selected the courier option, that someone will be available to receive your package. All orders that require re-shipping at the request of the customer, whether for returned, refused, unclaimed, or undeliverable packages will require an additional re-shipping charge.
How do I use my store credit?
Your store credit is valid for one year of the issue date. When you are at the checkout screen, please enter your credit code in the ‘Gift Certificate Code’ field during checkout for your next order. Please note that your order amount, not including postage, must equal or exceed the amount of your credit. To redeem your credit, you also must be signed in to your account which can be done by clicking on the "your account" button in the top bar of the website.
What are the requirements for custom orders?
Please measure your pets accurately and proofread all the details carefully such as names, addresses or numbers. Custom orders cannot be cancelled, exchanged or returned. Custom orders will be noted on the product description page as a ‘custom order’ and these items include personalised items and special orders. Custom orders may be shipped directly from the designer and may take up to six weeks for delivery.
How much is postage & how long does it take to deliver?
For standard postage in Australia a $9 postage and handling fee applies, for large beds a $25 postage and handling fee applies. Shipping is free for all orders that are $120 or more, not including large items.
Express post orders in Australia for 3kg or less is charged at $14 per order. Express post orders that weigh over 3kg will be calculated separately and we will contact you after your order has been placed.
International standard shipping is $25 per parcel, international registered and tracked is $30 per parcel.
New Zealand standard shipping is $15 per parcel and NZ international registered and tracked is $20 per parce.
If you live overseas and would like express postage, please contact us and we will arrange to get a quote.
Once you have placed your order we will email you to confirm your order and dispatch.
Do you post overseas?
We will happily deliver to any international destination.
International standard shipping is $25 per small order, no large items. We do not ship large items overseas and do not ship to all countries.
If extra postage charges occur due to the weight or size of the ordered item(s), we will email you. Most international orders will be shipped via Australia Post and will usually arrive within two weeks. We thank you for your patience.
Please note: that we are sorry but we cannot be responsible for the loss or damage of packages once they are shipped to an international destination. Customers are also responsible for any customs charges, which are assessed by each individual country at the time of delivery. Our apologies, but we cannot estimate your country's customs charges. When ordering from outside of Australia, please be sure all address information on your order is complete and correct.
How do I work out my Pets Size?
All pets come in different shapes and sizes, even the same breed will vary depending on their age and weight.
We therefore strongly suggest that you always measure your pet according to our sizing chart to avoid disappointment. Click on the pink 'Sizing Guide' icon in pink on the left hand side of the page for a diagram on how to best measure your pet.
Snooty Paws sells merchandise manufactured by many different designers and sizes will vary from designer to designer.
Do you wholesale?
No. Snooty Paws is strictly a retailer of luxury pet products.
Pet Loo Terms and Conditions
Pet Loo's will be sent directly from the manufacturer and therefore will be shipped seperately to your other purchases. Please note that this product is only available to be shipped within Australia.
The manufacturer has some terms and conditions that you need to be aware of including:
- This product may be on back order if stock is not available at the time of ordering. If this occurs we will notify you and inform you of the expected delivery time
- All claims regarding order discrepancies, damages or faulty products must be notified within 48 hours of order receipt/arrival. Any claims made after this time will not be recognised.
- Products must be returned within 14 days of delivery date. Freight costs are non-refundable.
- All efforts and procedures are taken to ensure orders are sent out correctly. We do not accept return of goods for a change of mind.
- Shipping for all Pet Loo's is charged at a flat rate of $35 Australia wide. If shipping costs exceed this amount we will contact you and inform you of the difference and confirm if you wish to proceed with the order.
