FAQ's

Have a question? We're here to help. Find answers to our most commonly asked questions below. If you can't find what you're looking for, please contact our team at support@pawelab.com.

Orders

If your order hasn’t been processed yet, we’ll do our best to make changes or cancel it. Please contact us as soon as possible. Once an order has been dispatched, we’re unable to make changes.

Please check your spam or junk folder first. If you still can’t find it, contact us and we’ll resend your confirmation.

Yes. You can check out as a guest without creating an account. However, creating an account allows you to view your order history, track your orders and manage returns more easily.

Shipping

Estimated delivery times within Australia are:

Standard Shipping: 3–7 business days
Express Shipping: 1–3 business days

Please note that delivery times are estimates and may vary during peak periods or due to carrier delays.

Once your order has been dispatched, you’ll receive a shipping confirmation email containing your tracking number and a link to track your parcel.

We offer free standard shipping on Australian orders over A$120.

For orders below A$120, shipping charges will be calculated at checkout.

If your order hasn’t been dispatched yet, please contact us as soon as possible at support@pawelab.com. We’ll do our best to update your shipping address.

Unfortunately, once an order has been shipped, we’re unable to make any changes.

Returns & Exchanges

To begin a return, visit our Returns & Exchanges page and click Start a Return. Sign in using the email address associated with your order, select the eligible item(s), and follow the prompts to submit your request.

Request your return within 21 days of receiving the order. Items must remain clean, unwashed, free from pet hair, stains, odours and damage, with original tags and packaging intact.

A brief indoor try-on is permitted if the coat stays clean, unwashed, free from pet hair, marks, stains, odours and damage, with all original tags and packaging intact. Do not use it outdoors or trim it before deciding to keep it. Coats cut along the male-dog trimming line or otherwise altered are not eligible for change-of-mind returns or exchanges. Consumer rights for faulty, damaged or incorrect goods remain unaffected.

Sale items are eligible for store credit only. Final Sale items cannot be returned for change of mind. See Returns & Exchanges.

Once we receive and inspect your returned item, we’ll notify you of the outcome. For full-price items, approved refunds are issued to the original payment method within 5 business days. Sale-item returns are issued as store credit. Your bank or payment provider may need additional processing time.

Yes. If you’d like a different size or colour, you can request an exchange through our returns portal. Exchanges are subject to product availability. If your preferred item is unavailable, we’ll contact you to discuss alternative options.

For change-of-mind returns or exchanges, customers are responsible for the cost of returning the item to Pawé Lab.

If you receive a faulty, damaged or incorrect item, please contact us as soon as possible. We’ll review your request and, where appropriate, arrange a replacement, refund or cover the return shipping costs.

Sizing

Each product includes a detailed size guide to help you find the best fit for your dog.

If you’re unsure how to measure your dog, we recommend reading our Dog Size Guide blog, where we explain how to take accurate measurements and choose the correct size.

If your dog falls between sizes, we generally recommend choosing the larger size for a more comfortable fit.

A brief indoor try-on is permitted if the coat stays clean, unwashed, free from pet hair, marks, stains, odours and damage, with all original tags and packaging intact. Do not use it outdoors or trim it before deciding to keep it. Coats cut along the male-dog trimming line or otherwise altered are not eligible for change-of-mind returns or exchanges. Consumer rights for faulty, damaged or incorrect goods remain unaffected.

See our Returns & Exchanges page for the full conditions.

Our Products

Our products are designed to fit a wide range of breeds and sizes. Please refer to the product's size guide before purchasing.

Care instructions are provided on each product page and garment label.

Following these instructions will help maintain the product's performance and lifespan.

Our raincoats are designed with waterproof materials to help keep your dog dry during wet-weather adventures.

Product features may vary, so please refer to the individual product page for details.

Contact Us

We're here to help! If you have any questions about your order, products, shipping or returns, you can reach us at support@pawelab.com.

We aim to respond to all enquiries within 1–2 business days.

Our customer support team is available Monday to Friday, 9:00 AM – 5:00 PM (AEST), excluding Australian public holidays.

If you contact us outside these hours, we'll get back to you as soon as possible.

To help us assist you as quickly as possible, please include:

Your full name
Your order number (if applicable)
A brief description of your enquiry
Photos of the product if you're reporting an issue

If you can't find the information you're looking for in our FAQs, feel free to contact our team.

We're always happy to help with product recommendations, sizing advice, order enquiries, shipping updates or returns.

Email: support@pawelab.com