FAQs

Frequently Asked Questions

Orders and delivery

Where do you deliver?
We currently deliver within Australia. Some products can’t be delivered to certain regional, remote or offshore postcodes.

How much is shipping?
Standard shipping is $11, and it’s free on orders over $79 AUD.

How long will my order take?
Most orders arrive within 10-15 business days of being placed, excluding weekends and public holidays. Orders are processed within 1-3 business days, and delivery times vary by product and location. They’re estimates, so they can’t be guaranteed, and they may be longer during busy periods like Christmas.

Will I get tracking?
Yes. You’ll get an email with a tracking link once your order ships. Tracking can take 1-2 business days to start updating.

I ordered more than one item. Why did they arrive separately?
Items can ship from different warehouses, so they may arrive on different days. Each parcel has its own tracking number.

Can I change my address or cancel my order?
Contact us as soon as possible, ideally within [24 hours]. We can cancel an order that hasn’t been processed, but once it’s with the warehouse we can’t guarantee it.

My order hasn’t arrived. What should I do?
Check your tracking first. If it hasn’t arrived within [20] business days of ordering, email us at hello@goldenyearspet.store with your order number. If tracking says delivered but you haven’t received it, check around your property and with neighbours, and contact Australia Post, then let us know.

Returns and refunds

What if my item is faulty or damaged?
Email us at hello@goldenyearspet.store 30 days of delivery with your order number and clear photos or a short video. You’re entitled to a repair, replacement or refund under the Australian Consumer Law. Please keep the item and don’t post anything back until we’ve been in touch.

Do you accept returns if I change my mind?
We don’t offer returns or refunds for change of mind, so please check sizes and details before ordering. If you’re unsure, message us first and we’ll help you choose.

I received the wrong item or something is missing.
Email us with your order number and photos, and we’ll make it right.

How long do refunds take?
Approved refunds go back to your original payment method. Please allow [5-10] business days.

Our products

How do I choose the right size?
Check the size guide on each product page. For beds and mats, measure your pet lying stretched out and choose a size at least 10 cm bigger. For harnesses and collars, measure around the neck or chest as the guide describes, and size up if your pet is between sizes.

Are your products medical devices?
No. Our products are designed for comfort and everyday convenience. They don’t diagnose, treat or prevent any health condition. If your pet has a health or mobility problem, please ask your vet before using a product.

Are the covers washable?
Many of our beds and mats have removable covers. Check the care instructions on each product page, as washing instructions vary.

What’s the weight limit for the stairs and beds?
Weight limits vary by product and are listed on each product page.

Will my pet take to the stairs or a new bed straight away?
Most pets need a little time. Introduce new items gradually with treats and praise, and supervise your pet at first.

Do you sell products for cats as well as dogs?
Some of our products suit both. Check the size guide and description on each product page.