Refund policy

The Bow Wow Store — Returns and Refunds

We do not accept returns or exchanges for change of mind, including unopened products. If your order arrives damaged, incorrect, or you have concerns about its condition, please contact us so we can assess the issue. Your rights under Australian Consumer Law remain unaffected.

Frozen deliveries

All frozen orders are delivered on Tuesdays between 7:30 am and 7:30 pm. We cannot guarantee a specific delivery time within this window.

Please arrange for someone to be home to receive your frozen order. If no one will be available, please leave an esky with ice packs in a clearly visible, accessible location, with enough space for your entire order.

Redelivery

If no one is home to receive your frozen order and no esky has been provided, redelivery will need to be arranged. A $25 AUD redelivery fee will apply in these circumstances. Please call or text 0403 736 232 to arrange redelivery. The redelivery date will be confirmed with you.

Reporting an issue

Please report any issues within 3 business days of delivery by emailing info@thebowwowstore.com.au or texting 0403 736 232.

Include your order number, a brief description of the issue and, where possible, clear photographs of the affected products, packaging and product labels.

For concerns about thawing, damaged packaging or the condition of frozen food, please contact us as soon as possible. Include when the order was delivered, when it was collected and how it was stored after delivery. Do not feed products to your pet if you are concerned they may be unsafe, and please contact us before arranging to return any raw or frozen products.

The requested 3-business-day reporting timeframe does not limit your rights under Australian Consumer Law.

Our response

We aim to respond within 3 business days of receiving your message. We will review the information provided and contact you about the next steps.

Refunds

Approved refunds will be processed within 3 business days of approval through Shopify and returned to your original payment method. The time taken for funds to appear in your account will depend on your bank or payment provider.

Business days

Business days means Monday to Friday, excluding Victorian public holidays.