Frequently Asked Questions

Shipping & Delivery

1. Do you ship internationally?
Yes! We proudly offer international shipping to over 200 countries and islands worldwide — with free shipping available to many destinations.

2. Where do you ship from?
Orders are shipped from our warehouses in Australia, Asia, or Europe, depending on your location and the product.

  • Orders from Australia: shipped via Australia Post

  • International orders: shipped via EMS, ePacket, First-Class International, or Registered Airmail

3. Are there countries you don’t ship to?
Unfortunately, yes. A few countries are not eligible for shipping. If your location is affected, we’ll notify you before completing your order.

4. Will I have to pay customs fees?
Customs fees may apply depending on your country’s regulations. By placing an order, you agree to potentially pay these fees upon delivery. Pet Cavern™ is not responsible for customs charges.

Order & Tracking

1. Will I receive tracking info?
Yes! Once your order ships, we’ll send you a confirmation email with a tracking number.

2. My tracking number says “no information.” Why?
Some shipping carriers take 2–5 business days to update tracking. If your info hasn’t appeared after 5 days, contact us and we’ll assist you.

3. Will my order arrive in one package?
Sometimes orders may ship in separate packages due to warehouse logistics — but don’t worry, you won’t be charged extra for shipping.

Returns, Refunds & Cancellations

1. What is your return policy?
We offer hassle-free refunds — no returns needed. If there’s a problem with your order, just send us a message with a photo. We’ll refund your full amount, and you can donate the product locally to minimize waste.

2. Can I cancel my order?
No, once an order is placed, it begins processing immediately and cannot be canceled. If you no longer wish to keep the item, you may request a return after the order is delivered, following our standard return policy.

3. I received the wrong item. What now?
Contact us with a quick note and photo. We’ll process a refund.

4. Do you offer exchanges?
We don’t offer exchanges, but if your item isn’t what you expected, reach out and we’ll make it right.

Need more help?

We’re always here to help!

📧 Email us anytime at:  support@petcavern.com