FAQ

ORDERS

Can I change or cancel my order?

If we are able to update your order in time, we’re happy to help. Please email orders@springerpets.com.au as soon as possible. Note that orders ship within 1-3 business days.

I entered an incorrect address at checkout. What should I do?

Email us as soon as possible with your order number and the updated shipping address. We try our best to ship orders the same day the order is placed. If your order has been assigned a tracking number we unfortunately cannot modify the order.

How long does it take to process my order?

Orders typically take 1-3 business days (not including weekends or holidays) to process and ship from our warehouse. If you have any questions regarding your order please reach out at orders@springerpets.com.au. During peak holiday season orders can take up to 3-5 business days to process and leave our warehouse. Once an order ships, tracking will be sent via email.

Why did I not receive an order confirmation email?

Please check your spam or junk folder. If you still need help, feel free to email us or live chat us if you are unsure that your contact info or shipping info was input correctly.

What if my order has an out of stock item in it?

If you have an order with an out of stock item and an in stock item, the full order will ship when all items are in stock. Please check the specific product page's description for when the out of stock item is expected to ship.

SHIPPING & RETURNS

When will my order ship?

Your order will ship within 1-3 business days from our warehouse.

Does Springer ship to PO boxes?

Yes!

When will I receive my order?

You (& your dog!) will soon be able to enjoy your new gear! You can estimate 5 to 10 business days (not including weekends or holidays!). International orders are estimated to arrive in your country of destination within 3-5 business days. Please be aware that once it has arrived it may be in customs for an unknown amount of time.

How do I track my order?

Once you have placed your order, you will receive an email as soon as your order has left our warehouse. Please check your junk/spam box if you cannot locate the email.

What is your return policy?

You have 30 days to return an item from the day it was delivered. If you would like to move forward with a return, please reach out to orders@springerpets.com.au with your order number and the reason for your return. Please note that the product must be unused in order to receive a full refund. We do not cover the cost of shipping for returns.

USE & CARE

How do I clean my Springer products?

For care instructions, visit our care page here.

Are Springer products BPA free?

Yes, our travel bottles are BPA free and food safe.

OTHER QUESTIONS

What payment methods are accepted?

We accept Visa, Mastercard, American Express, Discover, and all other major debit and credit cards. We also accept paypal and shop pay.

Where are your products made?

Made ethically in China and Vietnam.