FAQ

Shipping is free and tracked, from Australian warehouses. Orders usually dispatch within 1-2 business days and arrive in 2-6 business days in metro areas. Allow longer for regional areas.

Use our track your order page, or the tracking link in your shipping confirmation email. Still no sign of it? Email us and we'll chase it up.

Not yet. We currently ship within Australia, so your pet's new gear won't need a passport.

Unused items in their original packaging can be returned within 14 days of delivery. Faulty or damaged items are covered under Australian Consumer Law. See our returns policy.

Sorry about that. Email us a photo of the item and the packaging with your order number and we'll make it right.

Yes. Sign up on our home page for 10% off your first order (one use per customer). We also run automatic deals, like 10% off when you buy two cooling mats, and 20% off the lick mats and travel bottle when you build the Summer Cool Kit.

Yes. Reviews marked "Verified" come from people who bought from us. We publish every genuine review, good or bad, and we never edit what customers write. We only remove a review if it contains offensive language, someone's personal details or spam, or isn't about the product.

The gel is non-toxic (SGS tested, per the manufacturer). Mats are for comfort only and are not a medical or therapeutic device. Supervise chewers, keep claws trimmed, and always provide shade, fresh water and airflow on hot days. If your pet shows signs of heat stress, call your vet.

No. The gel is pressure-activated, so there's nothing to freeze, fill or plug in. Your freezer can stay full of ice cream.

Yes. It's a fan, and it works on people too. We take no responsibility for the dog who sees you enjoying it and expects equal time.

You can pay by card or PayPal at checkout. Payments are handled securely by Shopify Payments and PayPal, so we never see your card details.

Email hello@chillwag.com.au or use our contact page. A real human reads every message.