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FAQ's & Policies

Covered on this page: Shipping, Orders, Returns & Warranty

Shipping & Orders

  • We aim to dispatch in-stock items dispatched from our Sydney warehouse within 2-3 business days.

    If we have a sale period or backlog of orders, please allow up to 7 business days.

    Large crates currently have a 1 - 2 week dispatch lead time.

    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 for the month of April.

    Shipping is free for furniture crate bundles.

    Outside of free shipping promotional periods, for orders under $300:

    • NSW/ VIC / QLD / SA / ACT: $14.00 Flat Fee
    • WA / TAS / NT: $19.00 Flat Fee

  • 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.

  • Change of mind Cancellations

    If you have placed an order and would like to cancel within 24 hours of placing it, please email us straight away.

    To cancel an order within 24 hours of placement, we can proceed with a cancellation and provide you with a refund, minus the non-refundable transaction fee on the purchase.

    We do not offer refunds on change-of-mind cancellations after 24 hours. This includes pre-orders that are subject to delays, which fall within the 90 days of the estimated dispatch date.

    We cannot cancel or amend an order that has been dispatched, or an order that has been arranged to be dispatched with the courier.

    Dispatch typically occurs within 1 - 3 business days; however may take up to 7 - 10 days during busy 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.

Returns & Exchanges

  • Change of mind returns:

    Beds & Sofa Toppers
    • Unopened and unused items may be returned within 7 days of receipt for a refund or exchange
    • Items must be in new condition with original, undamaged packaging, including the product fully sealed inside the vacuum packaging
    • If the vacuum seal has been cut or opened, we’re unable to accept a change-of-mind return or exchange
    • Customers are responsible for arranging and paying for return shipping
    • A $30 restocking fee applies (to cover processing and original free shipping fees) and will be deducted from the refund amount
    • The original transaction fee is non-refundable and will be deducted from the refund amount

    Change of mind exchanges

    • Exchanges are subject to the same conditions as change-of-mind returns
    • Customers are responsible for all return shipping costs to our Sydney warehouse
    • A $30 restock fee for exchanged items applies (to cover processing and original free shipping fees)
    • Exchanges are processed only once the returned item has been received and inspected at our warehouse

    Marble Bowl Set: This product is a limited edition, so the sale is final. This excludes warranty-related issues.

    Furniture Crates:
    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 delivered or assembled.

    In very limited circumstances, a crate may be approved for return only if it remains fully boxed, unopened, unassembled, and in undamaged original packaging with all components and hardware packed and included, in a re-sellable condition.
    These returns are treated as change-of-mind returns, with:

    • Return shipping paid for by the customer (will be deducted from the refund)
    • A 10% restocking fee may apply (to cover processing and original shipping fees)
    • A refund is approved once the item is inspected
    • The original transaction fee is non-refundable

    Crates that have been opened, assembled, or repackaged cannot be accepted for a return.

  • Return shipping for change of mind items are covered by the customer.

  • No Returns on Opened Vacuum-Sealed Items

    Koozi beds and sofa toppers are vacuum-packed for safe and efficient shipping.

    Once opened, beds and sofa toppers expand and cannot be compressed back into their original packaging as brand-new, which means opened items are not eligible for return or exchange.

    If you’re unsure about colour, we recommend checking the product through the sealed packaging before opening.

  • 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.

Warranty

  • 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.

  • To submit a claim:

    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:

    • Clear photos
    • Detailed description of the issue
    • Your order number
    • Your contact details

    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.

    Warranty Exclusions

    The warranty does not cover:

    • Damage caused by improper assembly or not following the instructions when unpacking.
    • Normal wear and tear, including any dog-related use, washing-related wear, weathering, sun-damage or corrosion.
    • Damages due to use by pets (e.g., chewing, bites, rips, burns, excessive scratching, stains, or moisture/liquid damage).
    • Damage from improper weight placement on the crate.
    • Scars, marks and colour that are characteristics of natural materials;
    • Damage caused by spills such as acid, solvents, dyes or other corrosive materials, ink, paint, or fluids
    • Commercial use damage, such as use in hotels or stores.

    To submit a claim:

    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:

    • Clear photos
    • Detailed description of the issue
    • Your order number
    • Your contact details

    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:

    • Damage caused by improper assembly or not following the instructions when unpacking.
    • Normal wear and tear, including any dog-related use, washing-related wear, weathering, sun-damage or corrosion.
    • Damages due to use by pets (e.g., chewing, bites, rips, burns, excessive scratching, stains, or moisture/liquid damage).
    • Damage from improper weight placement on the crate.
    • Scars, marks and colour that are characteristics of natural materials;
    • Damage caused by spills such as acid, solvents, dyes or other corrosive materials, ink, paint, or bodily flui
    • Commercial use damage, such as use in hotels or stores.