Frequently Asked Questions – DoggoDash™

We’ve put together answers to the most common questions about shipping, orders, payments, and returns.
If you still need help, our support team is always here for you at support@doggodash.co.

1. How can I contact customer support?

You can reach us anytime at support@doggodash.co.
We respond within 24 hours (Mon–Fri).
Weekend enquiries are answered on Monday.

2. Where do you ship?

We ship Australia-wide to every state and territory, including rural and remote regions.

3. What are the shipping costs?

Shipping fees vary depending on your location and will be shown at checkout.
During promotional periods, free shipping may be offered.

4. How long does delivery take?

Our standard Australian delivery estimate is:

  • 2–7 business days after dispatch
  • + possible 1–3 extra weeks during seasonal or carrier delays (not guaranteed)

Delays may occur due to:

  • Carrier congestion
  • Peak season
  • Weather events
  • Operational issues
  • Remote-area routing

All delivery times are estimates. We do not guarantee specific arrival dates.

5. How long does order processing take?

Handling time before dispatch is:

  • 1–3 business days, Monday–Friday

Orders placed after the daily cutoff may begin processing the next business day.

6. Is my payment information secure?

Yes. We use Shopify’s PCI-compliant payment system with full SSL encryption.
Your full payment details are never stored on our servers.

7. What payment methods do you accept?

We support:

  • Visa
  • Mastercard
  • American Express
  • Maestro
  • Apple Pay
  • Google Pay
  • Shop Pay
  • PayPal

Some regions may display additional payment options automatically.

8. Where can I read the full payment policy?

You can view our detailed payment policy here:

👉 Payment Policy

9. My estimated delivery window has passed. Where is my order?

First, check your tracking link—tracking updates can sometimes appear with a 24–72 hour delay.

If the parcel is:

  • Still in transit: It may be experiencing a carrier delay.
  • Marked “delivered” but missing: Contact us immediately.
  • Stuck with no tracking updates: Reach out so we can investigate with the carrier.

Email us at support@doggodash.co and include your order number.

10. How long do I have to request a refund?

You may request a refund within:

  • 30 days from the day you receive the item (for change of mind)
  • At any time within your consumer law rights (for defective, damaged, or incorrect items)

Items must be unused, in original condition, and returned with all packaging.

Refer to our full refund policy here:

👉 Return & Refund Policy

11. Can I change or cancel my order?

If your order hasn’t been processed yet, we may be able to modify or cancel it.
Contact us immediately at support@doggodash.co.

Once your order has shipped, it can no longer be changed.

12. Do you offer exchanges?

Yes. We offer exchanges for:

  • Incorrect items
  • Damaged or faulty items
  • Change-of-mind (return shipping may apply)

Contact support to arrange an exchange.