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Free shipping Australia (over $70) | Free shipping worldwide* (over $120)

FAQ

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa and American Express. We also accept payment by PayPal, Apple Pay, Shop Pay or Google Pay. If you decide to use PayPal, you’ll be taken to the PayPal website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete. We also accept Zip - Own It Now Pay Later for purchases within Australia.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://chasingwinter.com/account/login and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@chasingwinter.com.au just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@chasingwinter.com.au, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

We love it when our Dog Mom's and Dad's get excited about receiving orders! 

We process orders daily (Mon - Fri), and most orders are collected by our courier service on the same day or the day after your order has been processed.

  • Within Australia Standard Shipping 2-5 days. Rural and isolated zones may take longer.
  • New Zealand, USA & Rest of the World Economy Air 10+ days. Rural and isolated zones may take longer.

You can track your order using the Courier Tracking Number in the email you received when your order was processed. Didn't receive a tracking number? Email us at sales@chasingwinter.com.au with your order number and we will check your order status.

What countries do you ship to?

We ship to most regions worldwide. All orders ship from Gold Coast, QLD, Australia. 

Included regions: Australia, Austria, Belgium, Bulgaria, Canada (12 of 13 provinces), China, Denmark, France, Germany, Greece, Hong Kong SAR, Hungary, India, Indonesia, Italy, Japan, Malaysia, Monaco, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Singapore, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Kingdom, United States (55 of 62 states). 
 
If your location is not available when you select your shipping location, please contact us to see if we can assist you. 

Please also note that delays due to COVID-19 expected. Our carrier partners aim to meet timeframes, but all timeframes may experience delays that are outside of our control. We sincerely apologize for the inconvenience.

How much is shipping?

We ship WORLDWIDE* from Queensland, Australia.

  • FREE SHIPPING AUSTRALIA WIDE on all orders over A$70 and a flat rate of A$7.50 for orders under A$70 Australia-wide.
  • FREE INTERNATIONAL SHIPPING WORLDWIDE* on orders over A$120 and a flat rate of A$18.95 for international orders under A$120.
  • FREE LOCAL DELIVERY and PICKUP coming soon.

Please visit link for more details, Shipping Rates and Zones

Please also note that delays due to COVID-19 expected. Our carrier partners aim to meet timeframes, but all timeframes may experience delays that are outside of our control. We sincerely apologize for the inconvenience.

* Some countries excluded. If your location is not available when you select your shipping location, please contact us to see if we can assist you. 

Returns

Can I return or exchange an item?

You can absolutely return or exchange your item/s to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached.  

  • DOG BEDS We are unable to accept dog bed returns if they have been removed from their vacuum pack.
  • COLLARS If you’re unsure about collar sizes, you can contact us for help or we recommend ordering the two closest matches and returning the one that doesn’t fit.

We love to make life easy, so we've created a quick and simple returns process for you! However, please read on our full refund policies first,  chasingwinter.com/policies/refund-policy

START A RETURN/EXCHANGE

chasingwinter.com/returns

You are welcome to get in touch if you have any questions about your return/refund/exchange. We don’t bite! 

How do I return an item?

We love to make life easy, so we've created a quick and simple returns process for you! However, please read on our refund policies first,  chasingwinter.com/policies/refund-policy

Please ensure all items are returned within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached.  

  • DOG BEDS We are unable to accept dog bed returns if they have been removed from their vacuum pack.
  • COLLARS If you’re unsure about collar sizes, you can contact us for help or we recommend ordering the two closest matches and returning the one that doesn’t fit.

You will need to arrange and pay for suitable packaging when returning an item.

START A RETURN/EXCHANGE

chasingwinter.com/returns

You are welcome to get in touch if you have any questions about your return/refund/exchange. We don’t bite! 

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our friendly customer service team via sales@chasingwinter.com.au with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

Product Question | BEDS

Are the dog beds fully assembled and ready to use?

Yes! Our memory foam dog beds are fully assembled. On first unboxing, the memory foam will appear ultra-thin, but don’t panic! The memory foam has been safely cocooned in a vacuum pack and requires air to expand and come back to life.

Enjoy quick, step-by-step video guides to help you unpack, protect, clean, and extend the lifespan of your favourite new Chasing Winter products. [How To Videos Link]

Is the bed waterproof?

Our Dog Beds are designed to repel nasties such as water droplets, stray fur, dirt and dribble, flea larvae, and to neutralize dog odor. Loose fur can easily be vacuumed away while any marks and odor can be machine washed with amazing results (covers only). Watch our quick and easy 'How to wash your dog bed' videos here:

Yes our covers are fully machine washable however the inner foam is not recommended for washing. The inner can be aired and deodorized.

[How to wash your Snuggle Dog Nest Bed]
[How to wash your Cloud Memory Foam Dog Bed]

Can I wash my dog bed?

Yes! All our Linen Dream Dog Bed covers are machine washable, stain resistant, color-fast and quick-drying!  They can be tumble dried (low heat) or line dried.  However the inner foam is not recommended for washing. The inner can be aired and deodorized.

Our Dog Beds are designed to repel nasties such as water droplets, stray fur, dirt and dribble, flea larvae, and to neutralize dog odor. Loose fur can easily be vacuumed away while any marks and odor can be machine washed with amazing results (covers only). Follow our simple washing instructions included in your purchase for the best results or watch the video here:

[How to wash your Snuggle Dog Nest Bed]
[How to wash your Cloud Memory Foam Dog Bed]

Can the memory foam inner be washed?

Our luxurious tri-layer memory foam inners are not washable however they can be aired outside undercover. Here are some handy tips for removing odor from the inners. [Washing your dog bed and airing the memory foam]

Misc

Do you sell gift vouchers?

Yes, we do. These are issued electronically by email and can be added to Apple Wallet for easy to locate use at a later date.

Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher for them to choose the right product for their pooch! 

SHOP GIFT CARDS HERE