FAQs
Need Help?
Cannot find the answer here? Email support@thetinypet.com and a person will reply, usually within one business day, Monday to Friday.
Once a return reaches us we process the refund within two business days. Your bank usually takes another 3-5 business days to show it.
Shipping
1. How much is shipping and how long does it take?
Standard shipping is $5.95 and free over $49. Express is $14.95. We dispatch within 1-2 business days; standard delivery is usually 5-9 business days after that, express 2-4.
2. Do you ship internationally?
Not yet. We ship within the Australia only. If you are outside Australia and want to be told when that changes, email us and we will keep a note.
3. Can I track my order?
Yes. A tracking link is emailed as soon as the carrier scans the parcel. If tracking has not updated in five business days, contact us and we will open a trace.
4. Can I change the delivery address after ordering?
If the order has not been dispatched, yes. Email us straight away with your order number. Once it has shipped the carrier controls it.
Payment & security
1. What payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay, Google Pay, PayPal and Shop Pay.
2. Is my card safe on this site?
Card details are handled by Shopify Payments and never touch our servers. The whole site runs over an encrypted connection.
3. When am I charged?
At checkout, when the order is placed. If an item turns out to be unavailable we refund that line immediately rather than holding it.
4. Do you store my card details?
No. If you choose to save a card, it is stored by Shopify Pay, not by us.
Orders & returns
1. What is your return policy?
Unopened items can be returned within 30 days of delivery for a refund to your original payment method.
2. Can I return food or treats?
Only unopened. Once a food bag or pouch is opened we cannot resell it, so we cannot take it back. If your pet refuses a food, tell us anyway - we would rather know.
3. My order arrived damaged or wrong. What now?
Send a photo to support@thetinypet.com with your order number. We will replace it or refund it, and you will not pay return shipping.
4. How long does a refund take?
We process it within two business days of the return arriving. Your bank then usually takes another 3-5 business days to show it.
5. Can I cancel an order?
If it has not been dispatched, yes. Email us as soon as you can.
Products & care
1. How do I know what size to buy?
Every bed, harness and blanket lists measurements and a weight range in the description. Measure your pet nose to base of tail and compare - breed names are a poor guide.
2. Is the range suitable for large dogs?
Mostly no, and we say so. We stock for pets up to about 11 kg. Where a product suits larger dogs, the description says which size to pick.
3. Are slow feeders safe for flat-faced breeds?
Choose a shallow, wide-channel design. Deep ridges frustrate Persians, Pugs and French Bulldogs, and a frustrated pet just gives up.
4. Can you advise on my pet's health problem?
No, and we will not pretend otherwise. We are a shop, not a veterinary practice. For anything medical, including sudden changes in eating, drinking or toileting, please see a vet.