Frequently Asked Questions
Simple answers. No runaround.
We get it — life with dogs can be unpredictable! Whether you’re shopping for a harness, enrichment toy, or a comfy mat for your pup, we’re here to help.
Here are some of our most common questions. If you don’t see yours here, feel free to get in touch — we’re always happy to help.
Collapsible content
The collar, harness or clothing doesn’t fit my dog
No worries — every dog’s body is unique!
If your item doesn’t fit perfectly, you can return or exchange it within 14 days of receiving it, provided it’s unused, unwashed, and in original packaging.
Before ordering, please check our Size Guide for measurements and tips. If you’re unsure which size to choose, send us your dog’s breed, weight, and neck/chest measurements — we’ll happily help you pick the right fit.
My item arrived broken or damaged (DOA)
Oh no! We’re so sorry that happened. If your product arrives damaged or faulty, please email us at hello@snifflab.com.au within 7 days of delivery with your order number and a photo of the item.
We’ll organise a replacement or refund straight away — no hassles, no runaround.
What if I want more information about a product?
We love curious dog parents! Each product page includes detailed info, but if you’d like to know more — such as materials, care instructions, or enrichment tips — just reach out.
You can contact us through our Contact Form or message us on Instagram @snifflabAU. We’ll help you find what’s best for your pup’s size, play style, or personality.
What if the item I want is out of stock or not listed?
Sometimes our most popular products sell out fast (we’re working on that!).
If an item is out of stock, just click ‘Notify Me’ on the product page to get an alert when it’s back.
If it’s something you can’t find at all, please let us know — we’re always expanding our range and love hearing what our community wants next.
How long does shipping take?
We ship Australia-wide using tracked shipping for peace of mind.
- Standard Shipping: Usually arrives within 3–7 business days.
- Express Shipping: Available for most areas (1–3 business days).
Orders are packed and dispatched from our Melbourne HQ within 1–2 business days. You’ll receive a tracking number as soon as your order ships.
Do you ship internationally?
If you’re outside Australia and really want something from SniffLab, email us — we’ll do our best to make it happen.
Are your products eco-friendly or sustainable?
We care deeply about the planet our pups play on 🌏
We focus on durability and longevity, choosing materials designed to last longer and reduce waste.
We’re also working towards more eco-conscious options with minimal packaging and non-toxic, safe materials wherever possible.
What is your return policy?
We want you (and your dog) to love what you ordered. If something’s not right, you can return eligible items within 14 days for a refund or store credit.
Returned items must be:
- Unused and unwashed
- In original packaging
- In the same condition as received
To start a return, contact hello@snifflab.com.au with your order number and reason for return.
Do you offer exchanges?
Yes! If you ordered the wrong size or colour, we’ll happily exchange it (subject to stock availability).
Just send the original item back following our returns process, and we’ll send your replacement once it arrives.
Can I track my order?
Absolutely. Once your order has shipped, you’ll receive a confirmation email with your tracking link.
You can also log in to your SniffLab account anytime to view order status and history.
Do you offer wholesale or bulk orders?
Yes! If you’re a retailer, dog trainer, or pet service provider interested in stocking SniffLab products, we’d love to hear from you.
Please email wholesale@snifflab.com.au with your business details, and we’ll get back to you with wholesale options.