Returns & refunds

1. Contact usEmail support@cartaroo.com.au or use our contact form. Include your order number and, for faulty or damaged items, a photo.
2. Send it backWe'll email you the return address and instructions. Please wait for our reply before sending anything.
3. Get your refundOnce your return arrives and is checked, we'll refund you and email to confirm.

You can return an item within 30 days of delivery if it's:

• unused and in the condition you received it; and
• in its original packaging, with any tags, accessories and instructions.

You pay the return postage, and the original delivery fee isn't refunded. We recommend a tracked service, as we can't refund items that don't reach us.

For health and hygiene reasons, we can't take back:

• opened food, treats or supplements;
• used grooming tools, bowls or litter trays; or
• used or washed bedding, clothing or soft toys.

If one of these items is faulty, you're still covered — see below.

Let us know as soon as you can, with your order number and a photo. We'll arrange a repair, replacement or refund, and we'll cover the cost of sending it back and the original delivery fee.

• We check returns within 5 business days of receiving them, then email to confirm your refund.
• Refunds go back to the card you paid with — we can't send them anywhere else.
• Banks usually take 3–10 business days to show the refund.
• Reward points earned on a refunded item are removed, and any points you used are returned.

You can cancel for a full refund until your order ships. Signed in? Go to My orders. Ordered as a guest? Use order lookup.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our change-of-mind policy is in addition to these rights. Learn more on the ACCC website.