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FAQs

How do I use my Puddles & Fetch 2 in 1 Conditioning Shampoo?

Step 1: Before washing your furry friend, make sure you brush their coat to remove any loose hair and dirt.

Step 2: Thoroughly wet your doggie's coat all the way through before applying our product.

Step 3: Squeeze as much product as required and massage it thoroughly through your pooch's coat. Avoid getting any product in your doggie's eyes. 

Step 4: Rinse the product using lukewarm water and towel dry your canine companion.

Step 5: Say 'thanks' to your furry friend by giving them their favourite treat!

How do I correctly store my Puddles & Fetch 2 in 1 Conditioning Shampoo?

As our product is made using natural ingredients including essential oils, it is important that it is used and stored correctly. Please refrain from mixing any water with the formula and make sure the lid is closed securely and stored in a cool, dry and dark place after use.

Why is my Puddles & Fetch 2 in 1 Conditioning Shampoo not lathering?

As a natural product free from nasties, you may not have the same washing experience as you would with a non-natural shampoo. Our 2 in 1 Conditioning Shampoo will not lather up as much as what you might be used to. This is because it is free from sulphates and cocamidopropyl betaine which are often added to cleansing products to make them foam and lather. Fear not, your dog's coat is still being cleansed despite the lack of suds.

Why can't I smell a strong fragrance on my dog's coat after bathing?

You may notice after washing your doggie that his or her coat may not have a strong scent. This is because we have used dog safe natural essential oils rather than artificial fragrances, which are mostly made from petrochemicals that come from crude oil and are extremely toxic. The hundreds of chemicals used to create artificial fragrances are slow poisons for your canine companion and can cause a whole heap of health issues including central nervous system disorders, kidney damage and respiratory problems just to name a few. For this reason, we have kept artificial fragrances out of our formula as every doggie's health is more important than having a heavily fragranced coat after bath time.

Is my Puddles & Fetch 2 in 1 Conditioning Shampoo cruelty free?

The simple answer is YES! At Puddles & Fetch we believe in a compassionate cruelty-free world for all. From the get-go, it has been our vision to create a product that is genuinely safe for doggies to use and made using vegan ingredients and cruelty free methods. To show how serious we are about creating a cruelty free product we have applied for and received certification with 'Vegan Australia Certified'.

Can I recycle my Puddles & Fetch Conditioning Shampoo bottle after use?

Yes definitely! At Puddles & Fetch, sustainability is at the forefront of our business model. We believe in creating a sustainable world where human impact on the environment is positive rather than negative. For this reason, our bottles and packaging are made using recycled materials and can all be recycled after use so please make sure you do your bit for the planet by recycling everything from the bottle to the paper wrapping. Our vision is to become an entirely sustainable and eco-friendly business by 2022 through the use of biodegradable and compostable materials.

Shipping

How do I track my order?

All of our parcels are shipped with Australia Post. 

Tracking Instructions:

  1. You will receive your tracking number by email once your order has been dispatched.

  2. Go to 'click here' and enter your tracking number and press the track button. You will then see the progress of your parcel.

If you have any issues tracking your parcel please email info@puddlesandfetch.com.au

What is Puddles & Fetch's returns and refunds policy?

Please click here to see our refund policy. 

Photo evidence will have to be provided when notifying us of unforeseen faults or breakages.

How do I change or cancel my order?

If you need to cancel or make any changes to your order, please email info@puddlesandfetch.com.au within 2 hours of making your purchase. The subject line of this email must read 'CHANGE OF ORDER' or 'CANCEL ORDER'. Our team will get back to you shortly.

Please make sure you have read our Returns and Refunds Policy before proceeding.

What do I do if I didn't receive a confirmation email?

Please make sure you check all folders in your inbox including the junk and spam folders. If you still cannot find your confirmation email, please email info@puddlesandfetch.com.au to ensure you provided the correct email during checkout.

What currency is used on the Puddles & Fetch website?

All orders on the Puddles & Fetch website are processed in AUD. 

What if I made a mistake on my shipping address?

If you have made a mistake on your shipping address, please email info@puddlesandfetch.com.au within 2 hours of placing your order. You must make the subject line 'CHANGE OF ADDRESS' and provide your full name, order number and corrected shipping address.

My order status is 'unfulfilled', what does this mean?

If your order status is shown as 'unfulfilled' this simply means your order has not yet been dispatched, but the payment has been successful. Once your order has been dispatched you will receive an email to confirm your order has been fulfilled along with a tracking number.

How can I get in touch with you?

Our customer service team is available from 9:00 AM to 5:00 PM AEST.

Please click here to get in touch.