Frequently asked questions
What is the return & refund policy?
We want you (and your pet) to love every purchase. If you're not satisfied, you can request a return within 30 days of delivery. Items must be unused and in their original packaging. Once your return is received and inspected, we'll process your refund within 10 business days back to your original payment method. Please note that return shipping costs are the responsibility of the customer unless the item arrived faulty or incorrect.
What if i received a defective or wrong item?
We're so sorry this happened, that's not the Hazel n Hound experience we stand for. If your order arrived damaged, defective, or wasn't what you ordered, please reach out to us within 7 days of delivery with a photo of the item and your order number. We'll make it right with a replacement or a full refund, no return shipping required.
Can i modify or cancel my order?
We process orders quickly so your furry family gets their goodies fast! If you need to make a change, please contact us within 12 hours of placing your order. We'll do our best to accommodate updates to size, colour, or shipping address. Once an order has been dispatched, we're unable to make changes, but our returns process is always available to you.
How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number and a link to follow your parcel's journey. Tracking typically becomes active within 24–48 hours of dispatch. If you haven't received your tracking details within 3 business days of ordering, drop us a message and we'll look into it right away.
What happens if my order is lost or damaged during shipping?
We've got you covered. If your parcel is confirmed lost by the carrier or arrives in damaged condition, please contact us with your order number and (if applicable) photos of the damage. We'll file a claim on your behalf and arrange a replacement or refund as quickly as possible. We know waiting is the hardest part, we'll keep you updated throughout.
Are there customs fees when ordering from Hazel & Hound?
For customers outside Australia, your order may be subject to import duties, taxes, or customs fees charged by your country's customs authority. These charges are outside our control and are the responsibility of the recipient. We recommend checking your local customs regulations before ordering. We always declare the accurate value of shipments on customs forms.
Where does Hazel & Hound ship to?
We're proudly Australian, and local orders typically arrive within 5 business days when stock is on hand. Beyond that, we ship worldwide, because pets everywhere deserve better. Shipping costs and estimated delivery times are calculated at checkout based on your location.
