Shipping
We pack and dispatch stocked items within 2 business days of your order. Some products ship directly from our suppliers and usually leave within 2–5 business days. You will receive tracking by email as soon as your order is on its way.
If you need something by a certain date, email us at
[email protected] before you order and we will tell you honestly whether we can make it.
Free shipping on eligible items $75 or more
Spend $75 or more on eligible items, and we'll ship them free. The $75 is counted after any discount codes.
Eligible: CatWorks shop products, including food, litter, treats, toys, grooming, Litter-Robot accessories, and the Pryde Pets range.
Not included: cat towers, the Ferris cat wheel, the LitterHopper and the Litter-Robot 4. These have their own delivery charge and don't count towards the $75. You'll see the delivery cost at checkout before you pay.
Litter-Robot 4: free delivery to most of metro Melbourne, Sydney, Brisbane, Adelaide and Canberra. Other areas may have a delivery charge.
Mixing items? At checkout, each delivery charge shows on its own line, so you can see exactly what's free and what isn't.
Returns & Exchanges
We do not offer returns or exchanges for change of mind, except for the Pryde Pets range (see our
Pryde Pets 30-Day Guarantee below).
If an item arrives faulty, damaged in transit, is not what you ordered, or does not match how we described it, we will make it right with a repair, replacement or refund, whichever suits you best. We cover the cost of getting it back to us and refund the full amount you paid, including the original shipping.
To be eligible for a return on a faulty or incorrect item, it must be unused and in its original packaging, and you will need to contact us within 14 days of delivery.
We cannot accept returns on custom-made enclosures, catios, fencing or any quoted or installed work, or on opened food, treats, litter, flea and worming treatments and other consumables.
Nothing in this policy limits your rights under the Australian Consumer Law.
Pryde Pets 30-Day Guarantee
Every product in the Pryde Pets range is covered by our 30-day guarantee. If it’s not right for your cat, you can return it within 30 days of delivery for a refund, whether you’ve used it or not. Returned items need to be complete with all their parts and reasonably clean.
Email
[email protected] with your order number and we’ll tell you what to do next. Please wait to hear from us before sending anything back. You arrange and pay for return shipping.
Once your return arrives we’ll inspect it within 3 business days. Approved refunds include the original delivery cost and go back to your original payment method.
This guarantee is separate to, and doesn’t limit, your rights under the Australian Consumer Law.
How Your Refund Works
Email
[email protected] with your order number and what has happened, and we will come back to you with what to do next. Please wait to hear from us before sending anything back.
Once your return arrives we will inspect it within 3 business days and email you either way. Approved refunds go back to your original payment method and usually appear within 5–10 business days, depending on your bank.
Enclosure Warranty
Our enclosures are covered by a 7-year warranty. See our Warranty page for details. That is separate to this returns policy.
Need Help?
Contact us at
[email protected] for questions related to refunds and returns.
