FAQ’s

Getting in touch

The best way of getting in touch with us is email or the contact form on the contact page. Response times are usually quick through these methods.
Our business is located in Maroubra, Sydney, NSW, Australia.
12 Alma Road
MAROUBRA NSW 2035
AUSTRALIA

Loyalty reward program, FFL

After registering as a Member of Dog Bed Australia you'll soon discover Ashmita, Steven and staff are committed and love to reward our loyal customers by automatically offering them great savings through the Friends for Life Member rewards program.

As an exclusive FFL Member, you'll receive fantastic benefits that include:
  • A Welcome FFL Member reward of $10 OFF,
  • Exclusive access to members-only promotions, offers, discounts, and rewards, and
  • Annual upfront benefits that are exclusive to FFL Members.

Repeat and regular delivery service

Coming soon!

Repeat delivery is the best way to ensure that your favourite and regular online orders are easily placed and delivered on an automated schedule. Here's how it works:
  • Repeat Delivery is perfect for dog beds, and more as a loving treat for your dog,
  • Choose the order frequency that suits you,
  • Save on every order by receiving up to 10%* off full priced items for each order, and
  • Take control. There are no additional contracts or lock in clauses to the website terms of service. You can cancel or suspend your delivery frequency or request at any time.
You sure can! Up to 20% off RRP in fact!

Good news too if your item happens to be part of a promotion at the time, the additional saving will automatically be applied.
No problem! Just log into your account, add or delete products from your repeat option list before continuing to checkout.
If we can't get your product, we'll let you know before your next order is due. Also we'll make a product replacement recommendation. Just as an extra way of helping.
Unfortunately at this point in time we cannot offer the Afterpay payments service in conjunction with Repeat Delivery.
Unfortunately at this point in time we cannot offer the ZIP payments service in conjunction with Repeat Delivery.

Donating to The Smith Family

Ashmita and Steven the managers are committed to helping local children in poverty across Australia. We will publish receipts of donation to our blog on this site at the end of each month. Thank you for your ongoing support.
Yes. No matter how much you spend in our shop online you're money is working to help kids in poverty across Australia through support of The Smith Family charity. 4% goes to help them. Calculated after coupon discounts. Excludes sale items, GST and shipping.
No. The contribution to The Smith Family excludes shipping.

Registering an account

Good news! It's your first step to a world of great savings and convenience. Receive Friends for Life discounts and specials over Guest checkouts.

Don't forget, check the Friends For Life Member program.
There sure are! Here are just a few of them:
  • Shop quickly and conveniently without having to enter your details every time.
  • View your saved online purchase history for added convenience.
  • Update your personal and delivery information any time you like.
  • You're automatically registered for our Friends For Life rewards program when you sign as Member of the Website.

Updating account details

No problem – we've made updating details quick and easy to do. Simply follow these steps:
  • Click on My account at the top of the any page and Sign in.
  • This will take you to the Dashboard where you can click on either link like Addresses, Payment methods, or Account details to make changes you'd like to your personal, shipping and billing information.
  • To finish each, just press Save.

Oops. I’ve forgotten my password.

No worries. It happens to the best of us from time to time, so we've made it simple and secure to retrieve. Here's how:
  • Go to My account,
  • Then click on the Forgotten your password? link,
  • Follow the onscreen prompts, and
  • Check your email and follow the instructions. Make sure your check your Junk folder in just in case.

Order confirmation

We always aim to confirm your order asap. If 24 hours has passed and you haven't received a shipping confirmation email, contact our friendly Customer Service team who will help you track and confirm your order. You can email them at poochcare@dog-bed.com.au or the Contact page.

Guest checkout

Sure! You can simply shop as 'Guest'.
But you'll miss out on Welcome specials and regular discounts only for FFL Members.

Phone orders

At this stage we don't take phone orders, as our focus is to create a premium online shopping experience for delivery to Australia. However, our friendly Customer Service team at poochcare@dog-bed.com.au or the Contact page will be more than happy to assist you with any issues you may be having when placing an online order.

Payment options

We make payment as easy as possible by accepting VISA, MASTERCARD, AMERICAN EXPRESS as well as VISA and MASTERCARD debit cards, and account holder FFL Rewards credit points.

Afterpay

Afterpay is a payment option that allows you to split your payment over four equal instalments due every fortnight.

Coming soon!

Just choose Afterpay as your payment option when you're ready to buy, this connects your purchase to your Afterpay account, nominate the card you want to use and your automatic payments will be scheduled for you. You must be 18 or older to create an Afterpay account.
Coming soon!

Eventually you'll be able to use Afterpay on one off purchases between $1.00 - $2000.00.

ZIP money

ZIP money is a payment option that allows you to split your payment over $10 per week until you've paid in full.

Just choose ZIP money as your payment option when you're ready to buy at Checkout, this connects your purchase to your ZIP money account, nominate the card you want to use and your automatic payments will be scheduled for you. You must be 18 or older to create an ZIP money account.
You can use ZIP money on one off purchases above $20.00.

View your order history

Yes, only if you have an online account registered with us. Your order history can be pretty handy to know. Check your recent Orders with the link. You'll need to sign in too.

Delivery of my items

There is a short processing time for all orders. We'll ship you item just as soon as is practical.
It takes us a short time to confirm your shipping, and our normal delivery time averages 3 days to 2 weeks from your order time. All of our deliveries are tracked with Tracking ID provided to you.
We try to ship your item quickly to keep customer service at its best! If you want to change the shipping address to a recent order then get in touch right away on poochcare@dog-bed.com.au or the Contact page.

Unfortunately if your Order has already been processed for shipping then it's too late!
We know pet lovers exist just about everywhere, so we can ship to most areas in Australia. We cannot ship to a PO Box, only a physical address.
Absolutely. Just be sure to place separate orders for each address so that there's no confusion.
Like most online purchases, delivery times can vary. You can aim to receive your package between the hours of 8am to 6pm weekdays. Use your Tracking ID to see what day the items are likely to arrive.
Your delivery staff will require a signature before leaving your purchased items at your address. You can add notes to the order letting us know to leave with a friend, or at the Post Office.
Delivery normally takes an average of 3 days to 2 weeks depending on your address and the complexity of your order.

If your delivery has not arrived within these times, our friendly Customer Service team will do everything they can to help. Email them at poochcare@dog-bed.com.au or the Contact page.

Where the items come from

Although our fulfillment house is located in Australia, some of our specialty items are located in other countries such as USA, Germany, United Kingdom and China.

Number of packages sent

For logistical reasons, items in the same purchase will sometimes be sent in a different packages, even if you've specified combined shipping. Please keep this in mind when receiving deliveries.

Tracking your product for delivery

Yes. You can track your item right from shipment to delivery. We'll send you a Tracking ID and link for parcel tracking after your item is shipped.
Just follow the link we provide and enter the Tracking ID and you'll be updated on all progress.

Refunds

There is a 30 Day Money Back Guarantee from the day of purchase. For details check our Shipping and returns policy.
We want to make the refund process as easy as possible. Taking into consideration the amount of time it takes for the returned goods to be received during your shipping the items to us, you can expect the refund to take place within 10-12 business days after we've received the goods.
While we can't use your bank statement as proof of purchase we can certainly use the purchase history online account if you have one.
If there is an error with your delivery (including the wrong item being delivered, a fault with the product, and if the product was damaged in transit) we will absolutely refund the delivery fee, only if the product is returned to us in its original packaging and unopened. No problem.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where a failure does not amount to a major failure, Dog Bed Australia is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to the Returns Centre will be borne by you. For more details please see our Shipping and returns policy.

Changing your mind

We are always happy to accept any returns once your order has shipped. Unfortunately, we can't make any changes to your Order if it has already been shipped. It's a short turnaround between us receiving your order and shipment. You can find out more about our returns policy at Shipping and returns or get in Contact with our friendly returns team at poochcare@dog-bed.com.au.

Cancellation or change of order

Our business is built on a bilateral unity of trust between you and Management at Dog Bed Australia.

It's normally our clients expectation for us to ship their newly purchased item or items speedily. That's why from purchase date to dispatch it's about only a few hours turnaround.

If you change your mind during this short period, then it's important that you email us ASAP at poochcare@dog-bed.com.au or follow the Contact page. DO NOT use snail mail for this cancel or change order request!

If you're requesting a order cancellation or change after this initial 24 hour duration then our Shipping and Returns policy applies.

Products online

We carry a huge range of best selling products and are continuously adding to the online range to ensure customers are shopping the best way possible.

Technical issues

We're experiencing high demand on our website and bandwidth services. Our technicians constantly monitor overall performance of the site and normally pick up on a glitch quickly. If you've experienced any technical issues please get in touch to let us know at poochcare@dog-bed.com.au or the Contact page so we can jump right on it!

Security of my information

We use 256 Bit data encryption to keep our servers secure.

We recognise the importance of protecting the privacy of our customers who provide their personal information to us. We are committed to handling personal information in accordance with applicable privacy laws, including the Australian Privacy Principles set out in Privacy Act 1988 (Cth) ("Privacy Act").

Our Privacy Policy explains how we collect your personal information, what we do with it, and how it is protected.
We want you to know that the security of your details is important to us. Online payments are processed through the Stripe, Afterpay, or ZIP payment gateway, specific to the service provider you choose to pay with. Each payment gateway service provider has their own Privacy Policy and Terms and Conditions of Use, and you should always read these before completing the purchase process.

If you're a Repeat Delivery customer, then it is necessary for our Payment Gateway provider that is Stripe to store your information on our server such as Credit Card details.

256 Bit data encryption is used by Dog Beds Australia servers and Stripe.
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