Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does shipping and delivery work?
So you've made an order? Welcome to the FlowPet™ family!
Your order is dispatched within 2-3 business days from our fulfilment partner and typically arrives in 10–15 business days, with tracking. To speed up delivery, if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.
As soon as your order is sent, you will receive a shipping confirmation email from us complete with a tracking number so you can follow its journey.
How much do I pay for shipping?
All orders include FREE and fast delivery Australia-wide, no matter how many products you order.
When will my order arrive?
Once your order is picked and packed, the magical journey from FlowPet™ HQ to your front door begins.
All orders (no matter how many products you purchase) include FREE and fast delivery Australia-wide. You can expect your order to arrive within 10-15 business days* from the day you place it.
*Please note: Although our partner courier service quotes us these expected delivery times, sometimes life happens, and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
How do I track my order?
Yay, time to celebrate! Your order is on its way! After we pass your order to Australia Post, we will send you a shipping confirmation email, which will have a ‘Track Order’ button. This will take you directly to the courier tracking site so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although our courier partner quotes us 10-15 business days for standard delivery, sometimes life happens, and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 15 business days, please contact us, and we can launch an investigation.
Can I change my shipping address?
Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details, and we can change this over for you.
If your order has been shipped, don’t panic! You can still redirect it via the tracking link we provide on your shipping confirmation email.
*Please note: We can only send your order to the address you provide on your order. If you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it, so please check your address carefully!
Do you ship internationally?
At this time, we only deliver our products to customers in Australia.
Are there any customs/import fees?
Our prices are in Australian dollars and there are no extra customs or import fees for you to pay. The price you see at checkout is the price you pay. Your order ships from our fulfilment partner with tracking and typically arrives within 10–15 business days.
Product Questions
Which FlowPet product should I start with?
The Pet Water Fountain is the one most people start with, since it keeps water fresh and filtered all day. Add the Silicone Non-Slip Mat if spills around the bowl are your main headache, and keep Replacement Carbon Filters on hand so the water stays clean between changes. Our bundles pair them up at a better price.
How often do I need to replace the carbon filters?
Most people swap the filter every few weeks, depending on how many pets are drinking from it and how quickly the water gets used. It takes seconds to change, no tools needed. Keeping a spare set means you're never caught short.
Will the fountain be too noisy for my home?
The fountain runs on a quiet pump, so most people barely notice it once it's going. If it ever gets louder than usual, it usually just means the water level is low or the filter needs a change. Top it up or swap the filter and it settles right back down.
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Have a special someone who you think needs some of our products in their life? You can ship any FlowPet™ product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package, we’re sorry!
Are you stocked in any stores anywhere?
Nope, it’s just us! Our FlowPet™ products are only available on our online store here in Australia. Unfortunately, we don't currently offer international shipping.
Returns & Exchanges
Do you have a returns policy?
Yes, a 30-day, money-back guarantee on every product. If you're not happy, email hi@flowpet.com.au within 30 days of delivery, and we'll arrange a return and full refund of the product price. Items need to be unused and in their original packaging.
How long do I have to return the products?
We know the drill and you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Absolutely. You can return any product, including sale items and bundles, within 30 days for a full refund of the
product price.
Do I have to pay for returns?
No. For eligible returns within Australia, we'll email you a free prepaid return label. Just contact our friendly team here and they will be able to help you along the way.
How long does it take for my return/exchange to be processed?
We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
How long does it take for my refund to be processed?
Once we receive and inspect your return, we'll confirm by email and issue your refund within 5 business days. Your bank may take a few extra days to show it.
Payment
How secure is your payment?
All jokes aside, your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
Woo, it's on sale! Simply head to the checkout, and on the first page, there will be a box to enter your discount code. Just type it in and click 'Apply'. Your total will update before the payment page, so you can see exactly how much you're saving.
*Please note: only one discount code can be used per order. If you're buying multiple bundles, we suggest placing separate orders.
I forgot to use my discount code!
Made your purchase, and as the payment was loading, you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here, and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. To use a discount code, enter it in the "Discount code" box on the first page of checkout and click Apply and you'll see the saving before you pay. Only one discount code can be used per order. Please check the email offers for which items the code is applicable to (eg. specific products only).
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please email us at hi@flowpet.com.au to advise of the issue, and to help resolve things quickly, we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hi@flowpet.com.au. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient, and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your FlowPet™ stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our FlowPet™ HQ is located in Brisbane, Queensland. Please note that our FlowPet™ HQ is not a retail store, and we hold no stock there. We are unable to offer collection at any of our fulfilment centres.