FAQs

About Order

 

1. Can I combine several orders?

    Because we start processing your order in our warehouse extremely quickly, it is not possible to combine orders once they have been submitted through the check out process. We thank you for your understanding.

     

    2. Can I change my order after it has been submitted?

      It is only possible to make changes in your order in very exceptional cases. We strive to process and deliver every order as soon as possible, so usually orders cannot be modified as requested. We thank you for your understanding.


      3. Can I cancel my order?

        This is only possible in very exceptional cases. We strive to process and deliver every order as soon as possible, so usually orders can not be cancelled as requested. We thank you for your understanding.


        4. How can I trace my order?

          You will need to contact our Customer Service Team in order to trace your order.


          5. There was no invoice in my package. What happened?

            We will send you your invoice as soon as possible. Please contact our contact our Customer Service Team to request a copy invoice.


            6. I have received an incorrect invoice. What can I do?

              Please contact our contact our Customer Service Team in the event that you have received an incorrect invoice.

              7. Who should I contact if I have a special question about a product?

              You are welcome to contact PAWZ Road customer service team using our online contact form. Your question will be answered by one of our product experts as soon as possible.

              8. The product I wish to order is not available at present, can I still order it?

              If the product you are considering is temporarily out of stock we will be pleased to let you know when it is available again. Contact us by messages and leave your e-mail address, let me know which one you want to buy. As soon as the article is in stock we will notify you by e-mail.

              9. Is my personal data safe?

              The security of your personal data and the protection of your privacy is our first priority. We employ all security precautions in order to ensure that you feel completely safe during your visit to zooplus.ie. This is true for the payment process just as it is true for all the data that you share with us. We are happy to share further information with you about our high privacy & security standards; please contact our customer service team to learn more.

               

              About Shipping 

               

              1.Shipping Costs

              Most orders at PAWZ Road ship for free!  And some orders address at remote areas, we need charge shipping fee! Here’s how it works:

              Warehouse Shipping fee Order amount Shipping days
              AU 5.99 AUD 0.00–39.98 AUD 2-7 Days
              AU free 39.99 AUD and up 2-7 Days
              CN 5.99 AUD 0.00–39.98 AUD 7-30 Days
              CN  free 39.99 AUD and up 7-30 Days

              How to determine whether the customer's address is a remote area?
              Whether the customer's address is a remote area, we will calculate the freight after receiving the customer's order. If the freight exceeds the normal range we can afford, it will be regarded as a remote area address.

              How Much Does Shipping Cost?
              Delivery charges vary depending on the size and weight of your order and your chosen delivery address. 

              How customers pay for remote areas？

              After we receive the customer's order and calculate the shipping cost to determine that the customer's address is a remote area, we will contact the customer by email to pay the remote area fee that exceeds the normal shipping cost.

              Please note that we are unable to deliver to PO boxes or Parcel Lockers.

              2.International Shipping

              Currently we can ship to the AU. 

              Want to ship somewhere else in the world?

              At this time we can only offer international shipping through our international sites. For shipments outside the AU please contact us to ship to the US, CA or Japan.

              3.Updating Shipping on an Order

              Updating Orders Before Shipping

              Before an item has shipped, you can easily edit the details of your order online. From My Orders, you can cancel, change the delivery method, or change the shipping address for each item.

              Updating Orders In Transit

              Once an item has shipped, a few extra steps are required to make adjustments. Unfortunately, items already in transit cannot be expedited.

              AU POST，ARAMEX, COURIERPLEASE , TOLL,  ALLIED

              You will receive a mail with tracking number, and then you can trace your order. 


              All Other Carriers

               

                4. What happens if I stay out home when my goods are delivered?

                  The delivery services AU POST, TOLL and its international partners will deliver either to you personally, or leave your order with a neighbour. If there was no response at the consignment address when delivery was attempted then the driver will leave you a written note stating the whereabouts of your package. In cases where there was nobody (eg a neighbour) available to receive delivery of the consignment then the note will state a specific depot address where you must go and collect the package yourself within 7 days. You must take the card that the driver left with you for identification purposes when collecting your consignment.

                   

                    5. Can my order be dispatched on a certain day?

                      We are currently unable to provide precise dispatch and delivery times. Your order is usually shipped within one to two working days of its submission. The goods are usually delivered between 8am and 4pm.

                       

                      PAWZ Road promises to provide you and your beloved pet with the best supplies & service!