Frequently Asked Questions

Helpful answers about Peppercorn Pets, our products, delivery, returns and choosing thoughtful things for very loved dogs and cats.

About Peppercorn Pets

What is Peppercorn Pets?

Peppercorn Pets is an international online pet store offering thoughtful toys, smart gadgets and cosy comforts for dogs, cats and the humans who adore them. Our range focuses on products that feel practical, stylish and a little more considered than the usual bright plastic pet aisle.

What kind of products does Peppercorn Pets sell?

Peppercorn Pets sells pet toys, enrichment products, smart pet gadgets, comfort items, beds, calming-style products and gift ideas for dogs and cats. Our product range is designed to support everyday play, rest, comfort and connection between pets and their people.

Is Peppercorn Pets only for dogs?

No. Peppercorn Pets is for both dogs and cats. Some products are suitable for both, while others are designed for a specific pet type, size, temperament or play style. Always check the product description and size guide before ordering.

Is Peppercorn Pets an Australian store?

Peppercorn Pets is an online store with an international customer focus. Prices are displayed in USD, and orders are shipped to selected countries and regions supported by our store, suppliers and delivery partners. Please refer to our shipping policy for more information.

Choosing the right product

What are dog enrichment toys?

Dog enrichment toys are products designed to give dogs mental stimulation, encourage problem-solving or make play and feeding more engaging. They may include puzzle toys, treat-dispensing toys, snuffle-style products, interactive toys or toys that encourage natural behaviours such as sniffing, chewing and exploring.

What are cat enrichment products?

Cat enrichment products are toys, scratchers, hideaways, climbing items or interactive products that help cats play, explore, hunt, scratch, hide or rest in ways that feel natural to them. Good cat enrichment supports both physical activity and mental stimulation.

Are smart pet toys suitable for both dogs and cats?

Some smart pet toys are suitable for both dogs and cats, while others are designed for a particular pet size, play style or temperament. Check the product details carefully before buying, especially if the toy moves, makes noise, dispenses food or requires charging.

What should I look for in indoor cat enrichment products?

Look for safe textures, movement, hiding opportunities, scratching surfaces, puzzle elements and toys that match your cat’s confidence and play style. Some cats enjoy bold movement and sound, while others prefer quieter toys, tunnels, soft hideaways or gentle interactive play.

What should I look for when choosing a dog toy?

Choose a dog toy based on your dog’s size, chewing strength, play style and energy level. A toy for a gentle puppy may not suit a strong chewer, and a toy for a large active dog may overwhelm a small or nervous dog. Always supervise play and remove damaged toys.

How do I choose the right size pet bed?

Check your pet’s measurements before ordering. Your pet should be able to lie down, turn around and settle comfortably. For enclosed beds, teepees or hideaways, also check the height and entry opening so your pet can get in and out easily.

Are enclosed pet beds good for cats and dogs?

Many cats and some dogs enjoy enclosed beds because they provide a cosy, den-like place to rest. They can be especially appealing for pets who like quiet corners, soft hideaways or a little privacy while still staying close to the household.

Are calming pet products guaranteed to calm my pet?

No product can guarantee calm behaviour for every pet. Calming-style beds, hideaways and comfort products may help some pets feel more settled, but every animal is different. If your pet has ongoing anxiety, distress or behaviour concerns, speak with a qualified vet or animal behaviour professional.

Safety and suitability

Are your products safe for all pets?

Products should always be chosen based on your pet’s size, age, behaviour and chewing strength. No toy or comfort product is suitable for every pet. Always read the product information, supervise use where appropriate and remove any item that becomes damaged.

Should I supervise my pet with toys?

Yes. Supervision is recommended, especially with new toys, treat toys, moving toys, chew items, rope toys, plush toys and products with small parts. This helps you check whether the toy suits your pet’s play style.

Can puppies and kittens use Peppercorn Pets products?

Some products may be suitable for puppies or kittens, but it depends on the item. Young pets may chew, scratch or swallow things differently from adult pets, so check the product details and supervise use carefully.

Are the colours and sizes exactly as shown?

Product colours may appear slightly different depending on screen settings, lighting and photography. Sizes are usually listed as approximate measurements, so check the product description carefully before ordering.

Orders and pricing

What currency are your prices shown in?

Prices on Peppercorn Pets are shown in USD. Your bank, card provider or payment service may apply exchange rates or international transaction fees depending on your location and payment method.

Can I change or cancel my order after placing it?

Contact us as soon as possible if you need to change or cancel an order. Some orders may be processed quickly by suppliers or fulfilment partners, so changes or cancellations cannot always be guaranteed once an order has been placed.

Why might my items arrive separately?

If your order contains multiple items, they may ship separately. This can happen when products come from different fulfilment partners, are stored in different locations, have different processing times or need separate packaging.

Shipping and delivery

Where does Peppercorn Pets ship?

Peppercorn Pets ships to selected countries and regions supported by our store, suppliers and delivery partners. If your country or region is not available at checkout, we are not currently able to ship there.

How long does order processing take?

Most orders require processing before dispatch. Estimated processing time is usually 10-20 business days, but this can vary depending on the product, supplier, order volume, public holidays or stock availability.

How long does delivery take?

Delivery times vary depending on the product, supplier location, destination country, shipping method, customs processing, carrier delays, peak periods and other disruptions. Delivery estimates may be shown where available, but they are not guaranteed unless expressly stated.

Will I receive tracking?

Where tracking is available, tracking details will be sent by email once your order has been dispatched. Tracking can take time to update after dispatch.

Will I need to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, handling fees or other charges imposed by the destination country. These charges are determined by local authorities and may be payable by the customer unless clearly stated otherwise at checkout.

Do you have a shipping policy?

Yes. You can view our shipping policy here.

Returns and refunds

What should I do if my item arrives damaged, faulty or incorrect?

Contact us as soon as possible at orders@peppercornpets.com. Include your order number, a clear description of the issue, and photos or video where possible. If the item arrived damaged, include photos of the packaging as well.

Can I return an item if I change my mind?

Peppercorn Pets may, under limited circumstances, accept change-of-mind returns within 14 days of delivery, provided the item is unused, in original condition, in original packaging and complete with all accessories, parts, tags and manuals. You must contact us before returning an item.

Are there items that cannot be returned for change of mind?

Yes. For hygiene, safety or practical reasons, used pet toys, chewed or marked items, used bedding, opened grooming products, used feeding items, personalised items, clearance items and incomplete returns may not be accepted for change of mind.

Do Australian Consumer Law rights apply?

Nothing in the Peppercorn Pets refund policy limits rights under the Australian Consumer Law or other consumer protection laws that apply to your purchase. If a product is faulty, unsafe, not of acceptable quality, not fit for purpose or not as described, you may be entitled to a remedy.

Check out our Refund Policy or more information.

Contact and support

How do I contact Peppercorn Pets?

For order, shipping, return or product questions, contact Peppercorn Pets at orders@peppercornpets.com or use the contact form on the website.

Can you help me choose a product?

Yes. If you are unsure which product is right for your pet, contact us with your pet’s type, size, age, general play style and what you are looking for. We can help you narrow down suitable options.