F&Q

COVID-19

What action Olala.paws is taking to address the impact of COVID - 19 ?

  •   We are taking precautionary steps to fight against the new coronavirus. 

Products 

Do you sell pets ?

  •  This is a great question. You might assume that a pet shop must sell pets but at Olala.paws we would much rather encourage adoption through one of the rescue charities that we support or though any of the wonderful rescues and shelters in Australia & Hong Kong. 

Are there extra discounts if we bulk purchase ?

  •   No, at this stage we do not offer extra discounts for bulk purchases. If you are a non-profit organization and require some assistance with acquiring products and food for the rescue animals in your care, then please contact us at sales@olalapaws.com so that we can do our best to assist you. Each case will be reviewed and treated on an individual basis.

What is your best food advise?

  •  Like children, every pet is different. While there are no strict rules for what you should feed your pet, we have taken the hard work out of the process for you and selected the best food available on the market. Our staff are well trained to give you tips on food selection based on your pet's needs, so please come into our store with your pet to speak to one of our team members. We'd be happy to offer some free samples so that you can see what works best for your pet, and he/she can embark on a healthier journey.

What is the best size for my dog ?

  •  Every breed is different and even within the same breed, there are lots of variations. The best way to make sure that you are purchasing the right fit is to come in to our store with your pet to try the product on. We love seeing our four legged customers, and we're sure they will love to stop by for an animal friendly outing.

 

Payment 

I don't have a credit card - do you accept cash on delivery ?

  •  Yes, we do accept every payment, credit card, cash, Apple Pay, Paypal. Those are available in our store. Unfortunately, credit card, Apple Pay and Paypal only available in our website only. We are trying to extend more paying method, so that customer can be more convenient. 

Can i place a special order for specific products that you don't currently carry ?

  •   Yes, we are able to let customer pick whatever they want. If there are any products customer can't find though our website, please find us though live chat, email or instagram. We will provide the most comfortable and convenient way for customer. Unfortunately, special order for specific products may look longer time to deliver. 

Do you offer bank transfer payments? 

  •    Yes, bank transfer payment available on some countries. ( Australia, Hong Kong, UK, USA )

Delivery 

Do you ship overseas? 

  •   Yes, worldwide shipping are available. ( Different countries charge different delivery fee)

Do i have to be home to receive the delivery?

  •  No, you do not have to be home to receive the delivery if there is someone like a doorman who can collect your delivery for you. Please remember though that we are not responsible for any missing or damaged goods after they have been left at your premises.

Can i track my order?

  •  Yes, you can track the status your order by logging into the "My Order" section of our online store. Just click on your order history and you will be able to see which stage your delivery is at.

Exchange / Returns

Can i cancel or exchange my order?

  •  Please take a look at our Returns & Exchange Policy here.

My product seems to be damage. What should i do?

  • We are terribly sorry about this - we try hard to make sure all our products are well packed, but sometimes accidents happen. Please do let us know about it, and we'll replace the product right away. Unfortunately if the item has been damaged by your pet, we're unable to assist you with an exchange or return.

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