FAQs

Please be aware that due to Covid19 we are experiencing delays in the shipment of some products. We will contact you if this is the case with your order.

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PRODUCTS

How can I choose the best size for my pet?

Check out our size guide for dog clothing, collars, leads, harnesses and bedding here.

We also include measurements for many of our products in the description on the product's page.

If you’re still stuck, shoot us an email at shop@kazoo.com.au or fill in our contact form.

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ORDERS

Can I cancel my order?

If you decide to cancel your order shoot us an email at shop@kazoo.com.au or call us on 02 9646 1242 between Monday to Friday from 8:30am to 4pm asap. 

If the order hasn’t been dispatched we can cancel it for you and refund your payment.

If the order has been dispatched, we ask that you process it as a return with the form here once it’s arrived at your door. In this case, we are happy to refund the shipping cost if you made a simple mistake whilst ordering, although if it is based on a change of the mind the shipping cost is your responsibility.

Can I change the products in my order?

If you want to change your order shoot us an email at shop@kazoo.com.au or call us on 02 9646 1242 between Monday to Friday from 8:30am to 4pm asap. 

If the order hasn’t been shipped we can change it for you!

If the order has been dispatched and you would like to:

- Remove an item(s) from the order we ask that you process it as a return once it’s arrived at your door with our Returns Form here. In this case, we are happy to refund the shipping cost if you made a simple mistake whilst ordering, although if it is based on a change of the mind the shipping cost is your responsibility.

- Add an item, you can simply make a new order.

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SHIPPING

What locations do you ship to?

The Kazoo Krew ship throughout Australia.
Currently, we do not ship internationally. If you're an international customer and really need some goodies, please email us shop@kazoo.com.au and we'll see what we can do.

How much does shipping cost?

For all items:
Standard shipping is $9.95 
Express is $14.95 

For orders over $79 shipping is free!

Do you deliver to PO boxes?

If the item(s) you ordered don’t fit in your P.O Box we can’t ship it there. Please send the order to another address or if you’re really stuck get in contact with the Krew.

Do I need to sign for my package?

We mark all our deliveries with ‘Authority to Leave’ unless otherwise stated, so if you want to sign for your package please specify in the checkout process. 


Can I change the delivery address for my order?

If you need to change the delivery address you submitted when ordering, get in contact with the Kazoo Krew asap by email at shop@kazoo.com.au or call us on 02 9636 1242 between Monday to Friday from 8:30am to 4pm.

If your order hasn’t been dispatched we’ll update the address and send it off.

If your order has already been sent, we can still change the address but there will be a delay in getting it to you. The length of that delay will depend on how remote the addresses are, and please keep in mind that COVID-19 has significantly affected shipping.

If the change of address if a typo, we will refund the extra shipping costs. If it is based on a change of mind, the shipping costs will be your responsibility.

Can I get items delivered to multiple addresses?

We are happy to send out items to multiple addresses, just make a separate order for each address.

When will my order be shipped?

We aim to get your goodies to you as fast as possible, so all orders placed on weekdays will be processed and dispatched for next business day delivery. Orders placed on a weekend or public holiday will be processed within 24 hours of the next business day we’re open.

When will my package arrive?

Once dispatched, please allow 2-3 business day for delivery service within metropolitan areas.

For orders outside of the metropolitan area, please allow an additional 1-2 business days and up to 5 business days for WA, parts of QLD, NT and Tasmania.

As with everything, we aim to do the best job we can, but we’re not perfect! If there’s a delay (or we’re super swamped) we’ll let you know. If something goes wrong or is taking too long, please let us know and we’ll do whatever we can to fix it and improve.

What happens is I’m not home when my delivery arrives?
If you won’t be home, send it to work or somewhere else safe is possible because we mark all our deliveries with ‘Authority to Leave’ (unless otherwise arranged prior to dispatch).

How do I check the status of my order?

Your order will be dispatched within 1 working day of you submitted the order online. As soon as it has been dispatched you’ll receive an email from the courier with a tracking number that you can check the progress with.

Where do you ship from?

The Kazoo Krew send out orders from our warehouse in Silverwater, NSW Australia.

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RETURNS / REFUNDS

Can I return my order?

We know you’ll love your latest Kazoo purchase, however, if for some reason you need to return your item we’re here to help! We are happy to provide a full refund or exchange for all full-price items that adhere to the below conditions. Returns can only be accepted if:

  1. Item is returned within 30 days of purchase
  2. The item is unused and in its original condition
  3. The item is in its original packaging and all original tags attached
  4. Any sealed products must be unopened with seal intact and in its original packaging
  5. We cannot offer refunds or exchanges on edible pet treats

Please note, all items will be inspected on return and it remains at the discretion of Kazoo whether the item will be accepted for a refund based on quality control.

How do I return a product(s)?

How to return your item:

  1. Contact us at shop@kazoo.com.au with your order number and outlining why you are returning the item
  2. Please complete the returns form here and place this form with your returned item
  3. Post to the below address. We recommend you use your own trackable shipping method

Kazoo Pet Co

90 Wetherill Street North

Silverwater NSW 2128

  1. Ensure your return parcel is securely packaged and both sender's address and Kazoo return address are clearly displayed on the outside of the parcel. We recommend sending your return back by registered post as Kazoo will not be liable for any return parcels lost in transit 
  • Delivery and handling charges on returns are not refundable for incorrect choice and are to be returned to Kazoo via post at the customer’s cost
  • Allow 10 business days from the day your parcel is delivered to our returns address for your return to be processed. You will receive an email once your return has been finalised.
  • Refunds will be processed using the original tender type (credit card refunds will be processed back onto the original card that was used to make the purchase)
  • Kazoo is not responsible for shipping fees or lost returns. Please obtain a tracking number for your records.

Is the delivery fee refundable on a returned order?

Returns due to faulty/damaged or incorrect items only will be covered by Kazoo.

How long do refunds take to process?

Our Kazoo Krew will do their best to process your refund as soon a possible! 

Please leave up to one week for refunds to go through.

What do I do if the order I receive is damaged?

If you have sadly received a faulty, damaged or incorrectly described product, please contact us as soon as you become aware using the contact form below, or directly email us at shop@kazoo.com.au and we will sort this out for you. You can also call us on 02 9636 1242 between Monday to Friday from 8:30am to 4pm.

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OTHER

Can I speak to someone for more help?

Of course! Send us an email at shop@kazoo.com.au or call 02 9636 1242 between Monday to Friday from 8:30am to 4pm.

??? Do we sponsor people/pets?

 

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Still need help?

If you haven’t found the a to your q in here, shoot us a message using the contact form below, or directly email us at shop@kazoo.com.au and we will sort this out for you. You can also call us on 02 9646 1242 between Monday to Friday from 8:30am to 4pm.