Frequently asked questions
Quick answers about delivery, the 60-day money-back guarantee, our grooming tools and caring for your pet. Can't find what you need? Send us a message.
How much is delivery?
Delivery is free on every order, sent by express post Australia-wide.
How fast will my order arrive?
We dispatch within 48 hours (business days). Once it ships you'll get a tracking link by email so you can follow it to your door. You can expect your order to arrive within 5-9 business days from the day you place it.
Please note: Although Australia Post quote us these expected delivery times, sometimes life happens and they aren't able to deliver within this timeframe. If this is the case, your tracking number may show a 'delayed' delivery date.
If your order isn't delivered within 20 days, please contact us and we can launch an investigation with Australia Post.
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 Australia Post 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!).
Do you ship outside Australia?
We currently ship within Australia only.
Can I change or cancel my order?
Email support@freshfur.com.au as soon as possible with your order number. If it hasn't been dispatched yet, we'll do our best to update or cancel it.
Help, I think my order is lost/hasn't been delivered?
Think your order might be lost in transit? Although Australia Post quote us 5-9 business days for standard delivery, sometimes life happens and they aren't able to deliver within this timeframe. If this is the case, your tracking number may show a 'delayed' delivery date.
If your order isn't delivered within 20 days, please contact us and we can launch an investigation with Australia Post.
*Please note: For any queries or issues related to your Australia Post order. we recommend you first reach out to Australia Post directly. While we understand delays are frustrating, we are required to work within Australia Post's processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
Can I change my shipping address?
Yes, if your order hasn't been dispatched yet. Email support@freshfur.com.au straight away with your order number and the correct address.
Are there any customs/import fees?
We cover all customs and import fees, so there's no need to stress about them.
Product questions
Which tool does what, and how to look after it.
Which product should I start with?
The SteamCare Brush is a good place to start for everyday coat care. The TrimPro tidies paws, face and ears between grooms, and the PurePaw keeps muddy paws off your floors.
How does the SteamCare Brush work?
Fill the small water tank and switch on the mist. The fine mist softens the coat as you brush, so tangles ease out with less tugging. Press the release button to drop the collected fur into the bin.
How long does the TrimPro battery last?
Up to 90 minutes on a full charge from its built-in 500 mAh battery. The display shows the charge level, and it charges with the included USB cable.
Is the TrimPro safe around paws and faces?
Its 18 mm head has rounded blade edges designed to glide over skin without scratching, and a built-in LED light helps you see what you're trimming. Trim slowly, in short bursts, in the direction of the fur.
How do I clean my FreshFur tools?
The TrimPro head is water-resistant (IPX4), so you can rinse it under the tap. The PurePaw cup comes apart for washing. Empty the SteamCare tank after each use and let it air dry.
Can I send an order as a gift?
Yes. Enter the recipient's address as the shipping address at checkout, and your payment details as usual.
Returns & the 60-day money-back guarantee
We are so confident that this product will be helpful, that we're willing to take all the risk.
How does the 60-day money-back guarantee work?
If you feel it's not right for your pet, email support@freshfur.com.au and we'll organize a full money-back return.
Do I have to pay for return shipping?
No. Returns are free within the 60-day period.
When will I get my refund?
Once your return arrives, we'll refund it to your original payment method. You'll get an email when it's processed.
What if my item arrives damaged or stops working?
Email us a photo and your order number and we'll repair, replace or refund it.. Those rights apply on top of the 60-day period.
Payment
Secure checkout, prices in Australian dollars.
Is it safe to pay on your website?
Yes. Checkout runs on Shopify's secure, encrypted checkout, and we never see or store your full card details.
What payment methods do you accept?
[List the methods you've turned on in Shopify, e.g. Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Shop Pay.]
Can I pay in instalments?
[If you've turned on Afterpay, Zip or Shop Pay Instalments, say so here. If not: not at the moment.]
How do I use a discount code?
Enter your code in the "Discount code" box at checkout and click Apply. The discount shows in your order total before you pay.
I forgot to use my discount code!
Email support@freshfur.com.au with your order number and the code as soon as possible and we'll see what we can do.
What currency are your prices in?
All prices are in Australian dollars (AUD).
Are FreshFur tools suitable for cats?
Yes. The SteamCare Brush and PurePaw are designed for dogs and cats, and the TrimPro works on small areas like paws and faces for both.
My pet is nervous about grooming. Any tips?
Go slowly. Let your pet sniff the tool first, keep sessions short, and reward calm behaviour with treats. Many pets settle within a few sessions.
Should I check with my vet first?
If your pet has a skin condition, an injury, or is very anxious about handling, check with your vet before using any new grooming tool.
I have an issue with my order. What can I do?
Email support@freshfur.com.au with your order number and a short description (photos help if something arrived damaged). We'll get it sorted.
How do I contact you?
Use our contact form or email support@freshfur.com.au. We usually reply within one business day.