Help centre
The rules for shopping with Cartaroo. By using our website or placing an order, you agree to them.
Last updated 29 September 2026
This website is operated by Cartaroo (“we”, “us”, “our”), an Australian online pet store run by a sole trader based in New South Wales. You can reach us at support@cartaroo.com.au or through our contact page.
You may use this website to browse and buy products for personal use. Please don't misuse it — for example by interfering with how it works, trying to access other customers' information, or using automated tools to copy its content.
You can shop as a guest or create an account. If you create one, keep your details accurate and your password private — you're responsible for activity on your account. Tell us straight away if you think someone else has used it. You can ask us to close your account at any time.
All prices are in Australian dollars. We describe and photograph our products as accurately as we can, but colours and sizes may vary slightly from what you see on screen.
Prices and availability can change without notice. If we make an obvious pricing mistake, or an item becomes unavailable after you order, we'll contact you and offer a full refund or, where possible, an alternative.
After you order, we'll email to confirm we've received it. We accept your order when we dispatch it. We may decline or cancel an order (for example, if an item is out of stock or we suspect fraud) — if we do, we'll refund you in full.
You can cancel for a full refund until your order ships. See Returns & refunds.
Payment is taken when you place your order. Payments are processed securely by Stripe — we don't see or store your full card details. Your total, including delivery, is shown before you pay.
We deliver within Australia. Costs and estimated times are on our Shipping & delivery page and at checkout. Delivery times are estimates and delays can happen, but we'll help if your order is late or goes missing. Please check your address is correct — products become your responsibility once delivered.
Our Returns & refunds policy explains change-of-mind returns (within 30 days) and how refunds work.
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.
Promo codes follow the conditions shown when they're offered, can't be exchanged for cash, and may be withdrawn at any time.
Only customers who bought a product can review it. By leaving a review, you confirm it's honest and your own, and you let us show it on our website. We may remove reviews that are offensive, misleading or unrelated to the product.
The Cartaroo name, logo, website design, text and images belong to us or our licensors. Please don't copy or reuse them without our permission.
Nothing in these terms excludes, restricts or changes any right you have under the Australian Consumer Law or any other law that can't be excluded. Subject to those rights, we aren't liable for indirect loss, and for goods not covered by a consumer guarantee, our liability is limited to replacing them or refunding what you paid.
Please use products as intended, follow any instructions, and supervise your pet with new products.
We may update these terms from time to time. The version on this page when you place an order applies to that order. Our Privacy policy explains how we handle your information.
These terms are governed by the laws of New South Wales, Australia, and you and we agree to the non-exclusive jurisdiction of its courts.
We're happy to help with orders, delivery, returns or anything else.
