CONNECT

Care starts with the instructions supplied for your specific garment or accessory. Fabric composition and washing instructions can differ between products; check the product page and care label before cleaning.

Everyday care

Check garments for loose threads, damaged fasteners or wear before use. Keep accessories away from chewing and remove clothing if it causes rubbing or restricts movement.

Washing and drying

Follow the care label for temperature, washing method and drying. Do not assume a garment or carrier is machine washable. If the instructions are missing, email info@madpups.co with the product name before washing.

Storage

Let items dry fully before putting them away. Store clean items in a dry place, away from direct sunlight and your dog's reach.

Shipping options, availability and charges for your delivery address are shown at checkout before payment. Please check these details and your address carefully before placing an order.

Ready-to-ship orders

Availability is shown for the selected size on the product page. Where tracking is available, we will include it in your dispatch notification. Delivery estimates are estimates and may be affected by carrier delays.

Mixed orders

If your order includes ready-to-ship and pre-order items, ready-to-ship items are sent first and pre-order items follow when available. Any applicable delivery charges are shown or communicated before you confirm the relevant arrangement. We do not promise free split shipping.

International deliveries

Available destinations are shown at checkout. Any applicable import taxes, duties or carrier handling charges depend on your destination and may be collected by the relevant authority or carrier unless checkout states otherwise.

Need help?

If checkout does not offer your destination, or you need an update on delivery, email info@madpups.co with your order number.

We want you to feel confident about your order. If something is wrong, email info@madpups.co with your order number, a description of the issue and relevant photos where helpful.

Your consumer rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure, you may choose a refund or replacement. For other failures, an appropriate remedy may include repair, replacement or refund, depending on the circumstances. Other applicable statutory rights also continue to apply.

Wrong, damaged or faulty items

Please contact us so we can assess the issue and arrange the appropriate remedy. Please do not send items back before receiving return instructions. We will explain any return shipping arrangements; reasonable costs for a confirmed consumer-guarantee claim are handled as required by law.

Fit or change-of-mind enquiries

Contact us before ordering if you need sizing help. If you would like to request a change-of-mind return or size exchange, contact us with the order details so we can confirm whether an option is available. We do not advertise a blanket change-of-mind return window or guarantee an exchange before assessing the request.

Keep products and packaging in their original condition while we discuss the request. These suggestions do not restrict a remedy for faulty goods.

Return address

We will provide the correct return address and instructions after reviewing your enquiry. Do not send a parcel to our company address without confirmation.