Frequently Asked Questions
ORDERS
How long will my order take to ship?
We aim to process and dispatch all orders within 2–6 business days. During busy periods, please allow a little extra time as we’re a small team hand-packing each cosmic parcel with care!
Why didn't I receive an order or shipping confirmation?
The email may have been delivered to your spam / junk folder. Please reach out via email if you are unable to locate your order/shipping confirmation and we can resend the confirmation - woof@cosmiccanine.co
Can I change my order once it's placed?
If you’ve made a mistake or need to change your order, contact us ASAP at woof@cosmiccanine.co
If your order hasn’t been packed yet, we’ll do our best to update it for you.
Can I cancel my order?
All orders are final once placed. Unfortunately, we do not accept cancellations under any circumstances, so please double-check your cart before checking out.
I forgot to apply a discount code to my order, what can I do?
Unfortunately, this cannot be amended once your order is placed.
What if my item is faulty?
We’re so sorry! If you receive a faulty or incorrect item, please contact us within 7 days of receiving it, and we’ll sort it out right away. Please include a photo and your order number in the email.
SIZING
How do I know what size to order?
Each product listing has a detailed size guide to help you choose the best fit. If you’re unsure, feel free to email us at woof@cosmiccanine.co with your dog’s measurements, we’re happy to help!
SHIPPING & DELIVERY
How can I track my order?
Yes! Orders you can track the delivery status of your order at the www.auspost.com.au website.
For International orders: Once the parcel arrives in its destination country, please use your tracking number on your local couriers website to receive all the information in regards to your parcel.
International orders - Once your order arrives in the destination country, it will be delivered with your local courier. I.e USA = USPS, UK = Royal Mail etc.
Do I need to pay customs fees for an international order?
In addition to the Items and delivery charges we apply to your order, you may also be required by your country of residence to pay import duties and taxes.
Please contact your local customs office for further information so that you are sure about the applicable duties and taxes before you place your order.
We are not responsible for payment of such duties and taxes and in the event that you refuse to pay such duties and taxes and the order is returned to us, we will require you to pay any costs that we have incurred as a consequence.
RETURNS
What is your return policy?
Unfortunately, we don’t accept returns on products We only offer exchanges only on unused and unworn items within 14 days of delivery. Items must be in original condition with tags attached.
Return shipping costs are the responsibility of the customer, and we recommend using a tracked service.
Please note: sale items and QR code tags are not eligible for exchange
To start a exchange, please email woof@cosmiccanine.co with your order number and reason for return.
What is your exchange policy?
We offer exchanges only on unused and unworn items within 14 days of delivery. Items must be in original condition with tags attached.
Return shipping costs are the responsibility of the customer, and we recommend using a tracked service.
Please note: sale items and QR code tags are not eligible for exchange
To start an exchange, email woof@cosmiccanine.co with your order number and what you’d like to exchange it for.
When will my return be processed?
All returns are processed within 2-4 business days of receiving the return back to our PO BOX.
What items are ineligible for return?
Please keep in mind FINAL SALE items, and QR code tags are not eligible for return.
PRODUCT CARE
How do I wash my Cosmic Canine pieces?
Collars & Harnesses
Our collars, harnesses, leads and poop bag holders can be washed in the washing machine if they are washed on a cold cycle and are placed in a delicates bag. Just hang the item/s out to dry once it has been washed keeping out of direct sunlight.
Spot cleaning is also a great way to keep your threads looking fresh.
Leads & Poop Bag Holders
A cold hand wash also works perfectly for our leashes and poop bag holders. Just hang the item/s out to dry once it has been washed keeping out of direct sunlight.
You still need help?
If the FAQ above did not answer your questions, you may ask help from our support team by contacting us directly via email.