Shipping
Where do you ship? Australia and New Zealand, with tracking, free on every order.
How long does it take? 6-12 business days to Australia, 8-15 to New Zealand. You get a tracking link by email as soon as it ships; the first scan can take 24-48 h.
Any customs or GST on delivery? No. Orders under 1,000 AUD arrive with nothing to pay.
Returns and guarantee
Can I return it if I change my mind? Yes, within 7 days of delivery, as long as the mat is unused and in its original packaging. Email us first and we send you the return address; return postage is at your cost, and we refund the mat once it arrives. A mat that has been used can’t be returned for change of mind: once a dog has lain on it, it’s a hygiene item.
Wrong size? Same 7-day rule, unused and in its packaging. We send the right size as soon as your return is on its way, and we cover the postage of the replacement.
Faulty or damaged? Send a photo and your order number to hello@pawcoola.com; we replace or refund, including return postage, under Australian Consumer Law. No time limit on that one.
The mat
Does it need the fridge? No. It cools on contact, at room temperature.
Is it safe for chewers? There’s no gel inside, only fabric and mesh. Supervise heavy chewers anyway.
Can I wash it? Wipe it with a damp cloth and a little mild soap, then let it air dry. No machine wash, no tumble dryer.
Which size? XL (100 × 75 cm) suits kelpies, staffies, labradors and border collies. 2XL (150 × 100 cm) suits goldens, German shepherds, two dogs, or a crate liner.
Contact
hello@pawcoola.com, Monday to Saturday, 8am to 8pm AEST. We answer within one business day.