Frequently Asked Questions

We offer shipping Australia wide and to New Zealand.

Shipping costs will be calculated at checkout based on your delivery address.

Standard Shipping (Australia Post) within Australia is a flat rate of $9.95 for orders under $99. Free Standard Shipping applies to orders over $99 AUD.

Express Shipping (Australia Post) within Australia is charged at a flat rate of $14.95.

Shipping to international destinations will be based on your delivery address.

Absolutely! All orders totalling $99 AUD or more will be treated to complimentary Standard Shipping throughout Australia.

Upon placing your order, all available items are dispatched within 24 to 48 hours from our fulfilment warehouse.

Orders submitted over the weekend will be processed on the following Monday, or the next business day in the event that the Monday is a public holiday.

We will dispatch your order within 24 to 48 hours, with an estimated delivery time of 3 to 8 business days with Standard Shipping.

Express post deliveries have an estimated delivery time of 1-3 business days depending on your location. 

Please keep in mind that delivery to regional, rural, and international destinations may take additional time.

Once your order is dispatched, you will receive an email notification containing tracking information, so keep an eye on your inbox for alerts and updates.

We do our best at Poquito Pets to ensure that your package has all the correct information to ensure it can be delivered to you!

If you suspect that your Poquito Pets products were delivered to an incorrect address, please reach out to our friendly team at hello@poquitopets.com.au, and we will promptly assist you.

If the package was sent to the correct address, Poquito Pets cannot be held accountable for any missing packages.

If your order is shipping to an incorrect address, please email hello@poquitopets.com.au immediately.

For all international destinations, shipping rates will be estimated based on your delivery address and calculated during checkout.

Delivery times may vary depending on the destination. Keep an eye on your email inbox for updates, and don't hesitate to reach out to our friendly customer service team at hello@poquitopets.com.au if you have any questions.

Customs & Duties:
Please be aware that we cannot guarantee whether customs taxes or duties will be charged. Customs or import duties are imposed once the parcel reaches its destination country and must be paid by the recipient. Poquito Pets is not responsible for any customs taxes or duties. If you refuse to pay the incurred customs fees, resulting in the return of the parcel to us, any applicable return fees will be deducted from the refund.

We ship from our Melbourne based warehouse daily.

We are happy to offer change of mind returns which includes reasons like colour change, or size change. We've got your back!

We’re happy to offer an exchange or store credit on your item provided that:

• The item is unused, unworn, unwashed and in the original condition as purchased with product tags attached.

• The item is sent back into our loving arms within 30 days of your order making its grand entrance at your door. We're here for you!

Please keep in mind that we do not cover the return shipping costs back to our fulfilment warehouse for change of mind returns.

To initiate a return, simply email us at hello@poquitopets.com.au providing your order number and reason for your return/exchange. We will get back to you within 24 hours with a response and next steps.

Poquito Packs
Items purchased as part of the Poquito Packs can be returned for an exchange of size in line with our return guidelines. Please be aware that this is not applicable if you wish to choose a different colour or product.

The full pack can be returned as per our return guidelines.

In the event that an item in the pack is faulty, please reach out to our friendly team at hello@poquitopets.com.au.

Faulty or damaged items
If your item is faulty, please email help@poquitopets.com.au as soon as possible to notify us. For items that are damaged, please email us within 7 days of receipt of your item.

Please include your order number, contact details and details of the fault or damage, including photos.

Our team will get back to you within 24 hours. Once we have assessed your return, we will provide a return postage label so you can send the item back to our fulfilment warehouse.

If the item is found to be faulty or damaged, we will contact you to discuss a replacement, exchange for a different item of the same value, store credit, or full refund (including original shipping costs).

Any refunds will be processed immediately once approved and will land back into your original payment method within 7-10 business days (depending on your financial institution).

Unused or unworn items can be returned within 30 days for an exchange or store credit. Just email us at hello@poquitopets.com.au noting your order number and reason for your return (including preferred size/colour for an exchange). We will get back to you within 24 hours with a response and next steps.

Please keep in mind that we do not cover the return shipping costs to our fulfilment warehouse for change of mind returns.

For change of mind returns (including colour change and size change), an exchange or store credit is available, however refunds are only available for faulty or damaged items. Please refer to our returns policy for further information.

If you have any questions, please feel free to drop us an email at hello@poquitopets.com.au.

We do not cover the return shipping costs to our fulfilment warehouse for change of mind returns (including colour change and size change).However, if your return is due to faulty or damaged items, we will provide you with a return postage label on us in line with our return guidelines.

If you have any questions, please email us at hello@poquitopets.com.au for more information.

We are happy to offer a store credit or exchange for change of mind, if the:

• The item is unused, unworn, unwashed, and in its original condition, complete with attached product tags.
• The return is initiated within 30 days of receiving your order. We're here to make it happen!
  
  Check out our returns policy for further information.
  

Please email us at hello@poquitopets.com.au noting your order number and reason for your return/exchange. We will get back to you within 24 hours with a response and next steps.

We know that some pups can't resist giving our items a good chew.

While it's not your typical wear and tear or a defect on our end, please don't hesitate to contact us at hello@poquitopets.com.au to explore what options are available for you.

All the necessary details about each product can be found on our dedicated product pages.

Here you will find everything from the materials and sizes to keep your furry friends comfortable, to the insider tips on how to ensure your new pet products stay in tip-top shape!

We take great care in selecting sustainable materials that are not only environmentally friendly but also perfect for your pets.

Our products are designed with your dogs in mind, so you can rest assured that you are getting premium quality gear that meets their needs.

All materials and care instructions are detailed on each product page.

We want to make sure that your furry friend falls head over paws for their new pet accessories.

We're confident that our products are just perfect for them.

To ensure a paw-sitively perfect match, we recommend checking out each individual product page for all the details.

Right now, our products are targeted towards pooches, but we're always looking for ways to make life better for all pets.

So, keep checking in with us, as we plan on expanding our range to cater to even more fur babies in the future.

All our products are lovingly designed right here in Australia, more specifically, in the city of Melbourne.

We know that when it comes to our fur babies, we only want the absolute best.

That's why at Poquito Pets, we've gone above and beyond to select the finest materials that are not only suitable for your pets but also of the highest quality.

We believe in providing gear that is durable, reliable, and stylish, so you and your pet can wear it with confidence.

All material information can be found on our product pages.

Our products are designed with your convenience in mind, which means they are all super easy to clean and wash.

Please refer to each of our products care guide.

Our passion was born from the love of our pets and the search for products that are functional, affordable and stylish.

We were on the hunt for that special harness that was comfortable, easy to put on and didn’t restrict our pup and since we couldn’t find it, we thought why not make it ourselves!

Poquito Pets now has a full range of stylish and functional gear designed right here in Melbourne, Australia.

Right now, our focus is on our tail-wagging canine companions.

But fret not, because at Poquito Pets, we never stop dreaming big.

We're always on the lookout for new ways to make life better for all pets.

You can contact us using the contact form above, or by emailing hello@poquitopets.com.au.

We offer most of the major payment providers. Please contact our team at hello@poquitopets.com.au if you have any questions.

We offer Afterpay for any products on our website.

Discounts can be used on the checkout page.

Poquito Pets is based in Australia and our main currency is AUD.

However, our store will adjust our website's currency to the country of your origin in which you are visiting our store.

Please contact our team and we will be happy to help at hello@poquitopets.com.au.

Our team will do our best to assist you in the event you would like to change or cancel your order before it ships from our fulfilment warehouse please contact our team as soon as possible for assistance at hello@poquitopets.com.au.

Please keep in mind that we are unable to cancel orders once shipped or lodged with Australia Post or any other courier.

We absolutely love hearing from our amazing customers, and we value your feedback more than anything.

That's why we've made it super easy for you to share your thoughts, suggestions, and stories with us!

Simply head over to the product page of your choice, and you'll find a special spot dedicated just for you to offer your feedback.

We offer a seamless way for you to stock our Pet Products and delight your customers.

Just fill out the form with a few details about your store and requirements, hit that submit button, and voila!

But if you prefer a more personal touch, we totally get it. Our friendly team is just an email away.