help and questions

welcome to the Pet Haven Help Center. Here you will find answers to our most frequently asked questions. If you need any further assistance, our team is always here to help!

📦 Orders & Shipping

How long will it take to get my order?

Standard shipping across Australia usually takes 3 to 7 business days. Deliveries to metro areas like Brisbane, Sydney, or Melbourne often arrive faster, while rural or remote areas may take up to 20 business days.

Can I track my order?

Yes, absolutely! As soon as your order is packed and dispatched from our warehouse, we will send you a confirmation email containing a tracking number and a link so you can monitor its journey.

Can I change or cancel my order after placing it?

We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please email us at support@pethavvenn.com within 1 hour of placing it, and we will do our best to accommodate your request.

🔄 Returns & Refunds

What is your return policy?

We offer a 30-day change-of-mind return policy for most items, provided they are unused, unwashed, and in their original packaging. For health and hygiene reasons, opened pet food, treats, used pet beds, and grooming products cannot be returned unless they are faulty.

What should I do if an item arrives damaged or incorrect?

We are very sorry if this happens. Please contact us within 7 days of delivery at pethavensupport@gmail.com with your order number and clear photos of the issue. We will arrange a free replacement or a full refund immediately.

🐾 Products & Sizing

How do I know what size bed, collar, or harness to buy for my pet?

We provide a detailed Size Guide on each applicable product page. We highly recommend measuring your pet’s weight, chest girth, and length before purchasing to ensure the perfect fit.

The pet food I want is out of stock. When will it be available?

We restock our popular food and treat brands weekly. You can sign up for stock alerts on the product page to receive an automatic email the moment it is back on the shelves.