FAQs/Contact

Looking for more information? Here are our most frequently asked questions. 

If you need to get in touch, you can do so via:

Phone (between the hours of 8am to 4pm)(02) 9646 1242
Email: shop@kazoo.com.au

Our warehouse and office is located at 90 Wetherill St, Silverwater, NSW 2128, Australia.

 

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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.

Check out our FAQs below, but if you can't find what you're looking for you can always shoot us an email at shop@kazoo.com.au or fill in our contact form.

 

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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.

 

How do I wash my bed/coat?

All of our coats and beds are machine washable. We recommend using a cool wash cycle and gentle detergent/soap.

We include care guidelines in the product description of our soft beds, as some covers are removable and some aren't.

 

What do I do if the product I receive is faulty/damaged?

If there is something wrong with your product or order please get touch asap with your order number and the problem.

 

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ORDERS

Can I cancel my order or change the products?

We want you to be happy, so if you change your mind and we haven't processed the order yet, we can change it for you. Contact us asap and we'll see what we can do.

If the order has already been dispatched, you'll need to return it with the form here. 

 

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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?

Sure, however the item needs to fit in the PO Box, so if this is going to be an issue we'll need an alternative address to ship to.

 

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, get in contact asap. 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 if 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 submitting 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

For information on returns and refunds see here.

 

      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.

       

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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.