FAQs
Looking for more information? Here are our most frequently asked questions.
We acknowledge the Traditional Owners of this land, the Darug people.
For over 60,000 years, the Kemps Creek area has been occupied by the Deerubbin and Darug peoples. The Darug territory extends from the Blue Mountains to the coast. Spelled in a variety of ways, ‘Darug’ comes from the Aboriginal word for ‘yam’. We pay our respects to the Traditional Custodians of this land, past, present and emerging. We acknowledge their continued connection to Country and culture.
PRODUCTS
How can I choose the best size for my pet?
Check out our size guide for dog clothing, collars, leads, harnesses and bedding here.
We also include measurements for many of our products in the description on the product's page.
How do I wash my bed/coat?
All of our coats and beds are machine washable. We recommend using a cool wash cycle and gentle detergent/soap.
We include care guidelines in the product description of our soft beds, as some covers are removable and some aren't.
ORDERS
Can I cancel my order or change the products?
We want you to be happy, so if you change your mind, and we haven't processed the order yet, we can change it for you. Contact us ASAP and we'll see what we can do.
If the order has already been dispatched, you'll need to return it with the form here.
Can I use a discount code with my order?
From time to time, we offer discount codes for use on our website. Only one Kazoo discount code can be used per order, including our Welcome code, and cannot be combined with any other discount code, bundle offer or promotion.
Do you offer a discount for new customers?
We sure do! Become a Swag Club member, and you'll receive 15% off your first purchase, along with a whole swag of other benefits! The welcome code is valid on full price purchases over $50. It may be used once per customer.
Why isn't my discount code working?
Discounts cannot be combined with any other offer, including sitewide sales. You can apply discount codes on purchases of full-price items, order minimums may apply. If you're having trouble and believe your code to be valid, please get in touch with screenshots of your cart and any relevant information about the issue at hand.
SHIPPING
What locations do you ship to?
The Kazoo Krew ship throughout Australia as well as world-wide (with some exceptions).
How much does shipping cost?
- Standard shipping is $9.95
- Express is $14.95
For orders over $79 shipping is free!
International shipping rates are calculated at check out.
Do you deliver to PO boxes?
Sure, however the item needs to fit in the PO Box, so if this is going to be an issue we'll need an alternative address to ship to.
Do I need to sign for my package?
We mark all our deliveries with ‘Authority to Leave’ unless otherwise stated, so if you want to sign for your package please specify in the checkout process.
Can I change the delivery address for my order?
If you need to change the delivery address, please get in contact ASAP. If your order hasn’t been dispatched, we’ll do our best update the address before we send it off.
If your order has already been sent, we can still change the address but there will be a delay in getting it to you. The length of that delay will depend on how remote the addresses are, and please keep in mind that COVID-19 has significantly affected shipping.
If the change of address if a typo, we will refund the extra shipping costs. If it is based on a change of mind, the shipping costs will be your responsibility.
Can I get items delivered to multiple addresses?
We are happy to send out items to multiple addresses, just make a separate order for each address.
When will my order be shipped?
We aim to get your goodies to you as fast as possible, so we aim to dispatch orders within 1-3 business days.
You can find more information on shipping and delivery here.
When will my package arrive?
Once dispatched, please allow 2-3 business days for delivery service within metropolitan areas.
For orders outside of the metropolitan area, please allow an additional 1-2 business days and up to 5 business days for WA, parts of QLD, NT and Tasmania.
As with everything, we aim to do the best job we can, but we’re not perfect! If there’s a delay (or we’re super swamped) we’ll let you know. If something goes wrong or is taking too long, please let us know and we’ll do whatever we can to fix it and improve.
What happens if I’m not home when my delivery arrives?
If you won’t be home, send it to work or somewhere else safe is possible because we mark all our deliveries with ‘Authority to Leave’ (unless otherwise arranged prior to dispatch).
How do I check the status of my order?
Your order will be dispatched within 3 working days of you submitting the order online. As soon as it has been dispatched, you’ll receive an email from the courier with a tracking number that you can check the progress with.
Where do you ship from?
The Kazoo Krew send out orders from our warehouse in Kemps Creek, NSW Australia.
RETURNS / REFUNDS
For information on returns and refunds, see here.
Is the delivery fee refundable on a returned order?
Returns due to faulty/damaged or incorrect items only will be covered by Kazoo.
How long do refunds take to process?
Our Kazoo Krew will do their best to process your refund as soon a possible!
Please leave up to one week for refunds to go through.
What do I do if the product I receive is faulty/damaged?
If there is something wrong with your product or order please get touch ASAP with your order number and the problem. Please include photos if possible so that we can assist you more efficiently. You can email us, or simply respond to your order confirmation email.
Still need help?
If you haven’t found the A to your Q in here, here's how you can get in touch with our furriendly team.
Phone (between the hours of 8am to 4pm): (02) 9646 1242
Email: shop@kazoo.com.au
Our warehouse and office is located at 16B Emporium Avenue, Kemps Creek NSW 2178 Australia.
