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FAQ's & Policies
Covered on this page: Shipping, Orders, Returns & Warranty
If you need to get in touch with us, please email us at hello@koozipets.com.au. We aim to respond to all enquiries as quickly as possible, however please allow up to 1 business day for our customer support team to respond.
We aim to dispatch in-stock items from our Sydney warehouse within 1-3 business days.
If we have a sale period or backlog of orders, please allow up to 7 business days.
You will be notified when your order has been dispatched, and you will receive a link to track your order.
Please note that any delivery dates or timeframes provided by couriers are only estimates. While we will aim to meet these projected dates, actual delivery may occur within a reasonable timeframe surrounding the estimated date.
For preorder items, shipping dates are estimates only, and we will update you when your item is ready to dispatch from our Sydney Warehouse.
Shipping is free Australia-wide
If your order has multiple items that are In Stock & on Pre Order: We will hold your order until all pieces are available to be sent. If you require In Stock items to be shipped first, you will need to place separate orders for the In Stock and Pre-Order items.
For designs that are on Pre Order: Products will display their estimated delivery timeframe on the Product page. As the estimated delivery date approaches, our team will send you an update to confirm. Once pre-ordered goods arrive at the warehouse, they will be shipped out immediately.
Arrival dates for pre-order and lead-time items are estimates only. We make every effort to meet these timelines, but they may vary due to production timeline, freight and the nature of our handmade production. Our team will keep you updated via the email address provided on your order and notify you of any changes.
If your order is delayed, our team will keep you informed of any updated delivery windows.
Orders delayed by less than 90 days from the initially communicated availability date are not eligible for cancellation, but we can consider alternative in-stock designs.
Yes, if you're based in Sydney, you can pick up your order from our warehouse in South Granville. Just select the pick up option at checkout. Either email us at hello@koozipets.com.au or we will email you to arrange dates and times.
If you need to update your shipping address, please email us straight away: hello@koozipets.com.au.
Include your order number and updated shipping address.
If your order has not already been dispatched, we can make the change.
However, if your order has already been processed for dispatch, we unfortunately cannot amend your address, and we are not responsible for incorrect delivery.
If you can't collect the package from the address you originally provided, please contact the shipping provider once tracking has been generated. They may be able to redirect it on their end.
When your order is shipped, you will receive an email containing tracking information with a link to follow your order.
You may always contact the Koozi team or the courier directly, for questions regarding your delivery.
Most orders typically arrive within 2-10 business days, depending on your location in Australia and the number of / weight of your items.
If you need to cancel or amend your order, please contact us as soon as possible after placing it at hello@koozipets.com.au.
As we offer fast next-business-day dispatch, our warehouse team begins fulfilling orders early the following business day to ensure orders are shipped as quickly as possible. Because of this, we cannot guarantee that cancellation or amendment requests submitted after an order is placed will be actioned prior to dispatch.
If your order has not yet entered the fulfilment process, we may be able to cancel the order and provide a refund, less any non-refundable transaction processing fees.
Once an order has been fulfilled, arranged for dispatch with the courier, or dispatched, we are unable to cancel or amend it.
Please note we do not offer refunds for change-of-mind cancellation requests once an order has entered the fulfilment process.
For pre-orders, cancellation requests are subject to the same conditions above. Delays that fall within 90 days of the estimated dispatch date do not qualify for a cancellation or refund.
While dispatch typically occurs within 1–3 business days, orders may be dispatched sooner or take up to 7–10 business days during peak periods.
If on the rare occasion your package does go M.I.A, please contact us at hello@koozipets.com.au so we can investigate.
In the unlikely event this occurs, please contact our team at hello@koozipets.com.au so we can sort out the issue and send the correct item(s) to you.
Due to their size and nature as heavy furniture items, furniture crates are final sale and are not eligible for change-of-mind returns or exchanges once they have been opened, assembled or delivered in a condition that is no longer brand new.
In very limited circumstances, Koozi may, at its sole discretion, approve a change-of-mind return where all of the following conditions are met:
Approved change-of-mind returns are subject to the following conditions:
Furniture crates that have been opened, assembled, repackaged, used, damaged, or are not returned in brand new, resalable condition cannot be accepted for return.
Where a return is approved, the refund will be processed only after the crate has been received, inspected and confirmed to meet all return conditions.
Any applicable return freight costs, payment transaction fees and restocking fees will be deducted from the refund.
Marble Bowl Set: This product is a limited edition and discounted, so the sale is final. This excludes warranty-related issues.
Koozi beds and sofa toppers are vacuum-sealed to keep them protected and compact during shipping.
Once the vacuum packaging has been opened, the product will expand to its full size and cannot be repacked in its original, brand-new condition. For this reason, we’re unable to accept returns or exchanges on opened vacuum-sealed items.
If you’re considering a return or exchange, please check the colour and product through the clear, sealed packaging before opening the vacuum pack.
If youre eligible for a return, refunds will be processed to your original payment method within 7 business days of receiving and inspecting the returned item.
Note: Original transaction and shipping fees are non-refundable, and a restock fee may apply, unless the return is due to a warranty claim.
Yes. If something is not right with your product, we'll make it right.
All our products are subject to quality control.
Our warranty provides a guarantee against manufacturing faults or material defects only.
Upon receiving your Koozi Crate Furniture, please inspect it carefully.
If you notice any defect or damage, contact us promptly at hello@koozipets.com.au.
Include in the email:
We’ll evaluate and address the issue with either a replacement or a repair.
Koozi Pets provides a 12-month limited warranty covering manufacturing defects only. This warranty applies solely to defects from faulty workmanship.
The warranty period for Crates purchased from Koozi is one (1) year from the date of purchase. If a replacement Crate or part is provided, it will inherit the remaining warranty of the original item or one year from the replacement date.
During the warranty period, Koozi Pets will replace any products or parts of the crate that are proven to be defective due to improper material or workmanship, only. Repairs and/or replacements are provided at no charge to you, for eligible warranty claims.
The warranty does not cover:
Upon receiving your Koozi Side Table Crate, or, after assembling it, please inspect it carefully.
If you notice any defect or damage, contact us promptly at hello@koozipets.com.au.
Include in the email:
We’ll evaluate and address the issue to see if this is covered under warranty. If so, we will either provide a replacement part or a repair.
The warranty does not cover:
