Frequently asked questions
Where Groof & Co. Located?

Groof & Co. is a Melbourne Based Online Boutique. And we do POP-UP Store around. 

Our First POP-UP at Gardenvale has now closed! Thank you to everyone who visited. 

Follow us on Instagram to stay updated and be the first to know about our next pop-up location. 

and ALWAYS ONLINE
What is the return & refund policy?

Return & Refund Policy

We want you to feel confident when shopping withGROOF & CO.Please review the information below before placing your order, and contact our customer service team if you have any questions.

Wearable Products & Sizing Returns/Exchanges

We understand that getting the right fit for your pet is essential!

  • 7-Day Sizing Returns & Exchanges: If a wearable product (such as a collar, harness, or apparel) does not fit your pet, you may request an exchange or return within 7 days of delivery.
  • Condition Requirements: To be eligible for a size exchange or return, wearable items must be:
    Unused, unwashed, and in original condition
    Free from pet hair, marks, damage, odours, or any signs of wear
    Returned complete with all original packaging and tags attached
  • Custom & Personalised Items: Personalised products are made especially for you and remain ineligible for return or exchange for change-of-mind or sizing reasons. Please double-check all personalised details, including spelling and measurements, before completing your order.

Non-Wearable Products (Change-of-Mind)

Eligible non-wearable products may be returned or exchanged within14 days of delivery, provided they meet the following conditions:

  • Unused and in original condition
  • Returned with all original packaging intact
  • Free from marks, damage, odours, or signs of use

Please contact our customer service team before sending any items back so we can guide you through the return process. Exchanges are subject to product availability.

Faulty, Damaged, or Incorrect Items

We carefully inspect every order before it leaves us. If your item arrives damaged, faulty, or different from what you ordered, please contact us within7 days of deliverywith your order number and clear photos or video showing the issue.We’ll review the details and work with you on the most suitable resolution, which may include a replacement, repair, or refund.Nothing in this policy limits your rights underAustralian Consumer Law. If a product is faulty, unsafe, not as described, or otherwise covered by consumer guarantees, please contact us so we can assist.

We’re Here to Help

For any return, refund, sizing, or product-quality questions, please contact our customer service team. We’re always happy to help and will do our best to resolve your concerns promptly and fairly.
Do you ship Internationally?

We ship worldwide, with one exception:

  • Nooki Dream Base | Standard can only be shipped within Australia due to the size of its packaging.

  • Nooki Dream Base | MAX can be shipped worldwide because it is supplied in compressed packaging.

  • All other products can be shipped worldwide.

Import duties and taxes

International orders may be subject to import duties, customs charges and local taxes when they arrive in your country. These charges are set by your local customs authority and are the responsibility of the customer.

Groof & Co. is not responsible for the payment of import duties, customs charges or local taxes.

If an international order is refused because the applicable duties or taxes have not been paid, any return shipping, handling, customs or carrier fees charged to Groof & Co. may be deducted from any refund due.
When will I get my order?

We’ll prepare and dispatch your order as quickly as possible. All in-stock items are dispatched within 24 hours of your order being placed.

Once your order has been dispatched, you’ll receive an email with the available shipping and tracking information.

Delivery times vary depending on your location and the shipping service selected at checkout. Please note that dispatch time refers to when your order leaves us, not the estimated delivery time.
How much does shipping cost?

| For Australian Orders |

Orders under AUD$ 129

  • Standard Flat Rate - AUD $10
  • Express Flat Rate - AUD$ 15

FREE SHIPPING with purchase over AUD$ 129


| For New Zeland Orders |

Orders under AUD$ 189

  • Standard Flat Rate - AUD $20
  • Express Flat Rate - AUD $25

FREE SHIPPING with purchase over AUD$ 189

| For Rest of the World |

Standard Flat Rate - AUD$35
Is there any Product Warranty?

Yes!


Please refer to the product page for specific Warranty Policy.