Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?


Promotions and offers

I placed an order and just missed out. What can I do?

During Black Friday, Cyber Monday, and Christmas, our offers may vary and change for three periods. If you placed an order and missed out on the savings, it's okay. Here at Dry Paws we seriously appreciate you and your pup supporting us and want to give you the best experience possible. If you would like to update your offer, you can screen shot the new offer and email us at with 3 days of your order and our team will apply the best savings for you. Our team will apply a credit to your account as a gift card or ad any promo gifts to your order.


What size puppy pad do I need?

Small (40 x 60 cm)

Perfect For Small Pets

Medium (70 x 80 cm)

Perfect For Medium Pets

Large (80 x 90 cm)

Perfect For Large Pets

What size dog towel should I order?

Please refer to our page here for sizing as it has too much information to place here - Click here for Doggy Bath Robe Sizing

Can these (puppy pads & oversized throws) be used for cats and other pets?

Yes! They can be used to help potty train cats, under litter trays or for use with most indoor animals.

Dry Paws™ is also great for protecting crates and carriers during transport, whelping, incontinence (uncontrolled urination), sick/diabetic dogs or cats, protecting furniture and rugs from pet fur and dirt, lining kennels and playpens, protecting surfaces post-surgery, placing under food bowls and litter boxes, and for travel with your puppy.

Can the puppy pads & oversized throw be put in a dryer?

Yes, they are able to be put in a dryer. It is suggested to use a lower temperature to help preserve the pad. Air drying under the sun is the best option still.

How can I get my dog to use Dry Paws Pad?

The soft material and distinct patten help your dog recognise the pad but some training is required for your dog to know to use the pee pad. If your dog is still a puppy, there are various methods to train her to use the pads. The most common method is to anticipate when the puppy will need to potty (normally 5-10 minutes after a meal) and place her on the pad when she needs to go.

After he or she does the potty on the pad successfully, reward her with a treat, and use positive verbal cues. It's best to keep the pad in the corner of a room or crate where your puppy will be comfortable. After a couple of times, your puppy should know how to use the pad by themselves.

Can my pet chew up the pad?

Our pads are designed to be chew resistant. You will find that they are much more resilient to frequent chewing that single-use pads.

Do I need a delicates bag to wash the diapers?

Our diapers are made to be durable from your doggo's period to incontinence. They are definitely designed to withstand everything your pets throw at them! Simply toss them into the washing machine, no more delicate bags.

How many diapers do I need for my dog on heat?

This depends on your dog, how often they go on head and how heavy their cycle is. We recommend a minimum of 2-4 diapers so you can always keep one handy while washing through your doggy diapers.

Are your nappies only for dogs?

Dogs are not the only one who use diapers! From cats to goats, kangaroos, and more, we’ve seen them use it.

How often should I change my dogs diaper?

You should change your pet’s diaper every 2-4 hours or when they become soiled, much like you would with a newborn or when wearing a diaper.


How do I place an order?

Choose the number and the product's attributes (size, color, length, etc.) before clicking "Add to Cart" to place a purchase. Continue doing this until you have everything you wish to order in your shopping basket.

Click the "Cart" icon in the top right corner of the screen when everything is in your cart. Click "Checkout" after making sure that everything you need is in your cart. You can also modify the number of each item on the checkout page.

You can  either sign in to your account (if you have one) or establish a new account by providing your shipping informatio. Please verify the shipping method, as well as any discount codes you wish to use. Please make sure to check the quantity of the items as well.

Carefully choose your payment method. You may choose from credit card, PayPal, Afterpay, ZipPay (buy now pay later option). 

Once you’ve filled out the form, you may now proceed and click “Pay Now” to proceed with your purchase.

Can I send an order as a gift?

Definitely! Please make sure to indicate the correct mailing address of the lucky person. Kindly use your details in the billing address and include your email address on the contact details so you may receive tracking information. 

However, gift-wrapping services are not available. But of course, what is inside the box is what counts the most!

What if I change my mind after purchase? How do I cancel the order?

Once submitted, orders will start production. Any changes or cancellations is free within 1 hour provided the order is not packed. Please note that for any changes or cancellations after 2-24 hours of items, there is a 30% restocking fee (to cover our packing and shipping team costs and team members time and wages).

Please note, we are unable to change or cancel the orders once shipped out.

Can I change or cancel my existing order after purchase?

Please contact our customer support team at to assist you with the amendment of your order.

Please refer to “What if I change my mind after purchase? How do I cancel the order?”

Where is my confirmation email?

Within a few minutes of placing your order, you should receive a confirmation email. If in any case you were not able to receive one, kindly look in your spam or junk mail bin. Please contact us by email at if in any case you haven’t received it.

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

How much does postage cost?
  • Tracked Insured delivery are free on all orders today over $100 and normally takes 2-8 business days once dispatched from our Melbourne warehouse. If you have any questions, please contact us at
  • We have implemented a paid expedited dispatch option at checkout. This means your order will be prioritised above orders who have not selected this option and will leave our centre faster.
Do you ship internationally?
  • Yes, we do! However, please be advised that any costs related to customs duties and/or taxes shall be borne by the User. Such costs are explicitly included in the purchase price of the Product for Australian customers.
  • Unfortunately, our shipping costs don’t include additional duties as we are not able to predict their amounts connected with the value of the goods, the tariff code and the local customs laws in each country.
How do the free returns work?

Dry Paws offers free returns and exchanges on all products that are arrived damaged or defective on arrival. Please reach out to our team at if you have any issues with your products.

I've ordered the wrong size products can I exchange them?

Yes, if you've ordered the wrong size please reach out to to start your exchange process. Please note, all products must be in new, un-used condition in order for an exchange and shipping cost is not covered by Dry Paws.

I have changed my mind. Can I return an item or an entire order?

Yes please get in touch with our team. Requests need to be approved.

However in some cases we do approve requests, please reach out to and let us know what has happened.

Kindly note that “change of mind” does not entitle a consumer to replacement or refund according to ACCC. You may refer here for reference. 

Please check our Return Policy for your reference.

How long does the return process take? 

This actually depends on the delivery timeframe of the courier used for the return. 

If your return is accepted, instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at

What happens if an item I bought is damaged or defective?

We really sorry that this occurred unfortunately. Please send us an email at with your order number, a detailed description of the problem, and any relevant images. From then, we will cooperate with you to solve the issue.

How does insurance work on my package?

Shipping Insurance covers your oder until the package is delivered safely.

This covers, lost, damaged or missing products during transit.

Please note, shipping insurance does not cover you for a parcel that has gone missing after being delivered which has an "Authority to Leave" and has been approved by yourself.


How can I pay for my order?

We accept payment from major credit cards (Visa, Mastercard, AMEX, UnionPay), PayPal, AfterPay and Zip Pay (buy now pay later option).

Why was my card declined?

There are various reasons for this to happen. Kindly make sure you entered your card information accurately. Otherwise, you may check with your bank if the issue still persists.

Can I make an order online and pay for it over the phone?

We strive to provide the quickest service at the best costs. Unfortunately, as we are operating online, we only accept online payments.

When will my bank account be charged?

Typically, as soon as your order is placed, your payment method chosen will be charged real-time. Feel free to get in touch with our customer support team at should you have any concerns.

Get in touch

Have questions about your order, or a general enquiry?