FAQ
Frequently Asked Questions
Shipping & Delivery
How long does shipping take?
We offer free standard shipping on all Australian orders, typically delivered within 5–8 business days. Express shipping is available at checkout for delivery within 2–3 business days.
Do you ship internationally?
Currently, we ship within Australia only. International shipping is coming soon — sign up to our newsletter to be notified.
How do I track my order?
Once your order is dispatched, you'll receive a tracking number via email. You can use this to track your parcel through our carrier's website.
Products
What sizes are available?
Our products are designed to accommodate most dog breeds and sizes. Each product page includes detailed dimensions and a size guide. If you're unsure, contact us and we'll help you find the perfect fit.
What are the products made from?
All PawPilot products are made from premium, pet-safe materials — including durable Oxford fabric, non-slip bases, and reinforced stitching. Our materials are waterproof, easy to clean, and built to last.
Are the products machine washable?
Yes! All PawPilot travel products can be machine washed on a gentle, cold cycle. We recommend air drying to maintain the integrity of the materials.
Are the car seats safe for dogs?
Absolutely. Safety is our #1 priority. Our car seats feature secure attachment straps, reinforced sides, and raised edges to keep your dog safely in place during travel. Always use with an appropriate dog harness for maximum safety.
Returns & Refunds
What is your return policy?
We offer a 30-day hassle-free return policy. If you're not completely satisfied with your purchase, contact us within 30 days of delivery and we'll arrange a return or exchange.
How do I return a product?
Email us at support@pawpilot.com.au with your order number and reason for return. Our team will guide you through the process promptly.
Do you offer exchanges?
Yes, we're happy to exchange products for a different size or style, subject to availability. Contact our support team to arrange an exchange.
Other Questions
How do I contact PawPilot?
You can reach us via our Contact page. We aim to respond to all enquiries within 24 hours on business days.
Do you have a warranty?
Yes, all PawPilot products come with a 12-month manufacturer's warranty against defects in materials and workmanship. This does not cover normal wear and tear or damage caused by improper use.