FREIGHT FREE Australia wide for orders over $30. CLICK to SHOP.

FAQs

HOW CAN WE HELP?
If you have any queries, please contact our Customer Care team and we will be happy to help you as fast as we can. 

ARE ESSENTIAL OILS SAFE TO USE ON PETS?

Yes, but only at the right dilution levels. Because our pet’s sense of smell is much more acute than ours, it makes the effect of botanicals far more pronounced so the amount used in a product needs to be carefully managed. Pure essential oils used by humans should never be used on pets. 

John Paul Pet products use appropriate diluted amounts of plant oils and extracts appropriate for the safe use on animals and have been verified by our animal experts and vets.

Using these botanical extracts at safe consumption levels, John Paul Pet® shampoos and conditioners work in two ways – through direct application to the skin and coat, and through natural inhalation.

You can trust that all John Paul Pet products have safe levels of botanicals to keep your pet looking and feeling great.

Please ONLY use products that are specifically created for pets to ensure their health and safety.

 

WHAT SHAMPOO SHOULD I USE FOR MY DOG?

All John Paul Pet shampoos can be used on all dogs but grooming varies by dog coat type.
If you know what coat type your dog has, please CLICK HERE.

Basic rule of thumb for choosing what shampoo to use:

Click on the links to take you to the appropriate product ranges!
Please note John Paul Pet products are paraben and EDTA free.

Any questions just ask us!

HOW MUCH DOES SHIPPING COST?

AUSTRALIA:
Shipping within Australia is FREE for orders over $30. 
Standard Delivery service within Australia is $8.50 per order.
Depending on the size of your order we will use Australia Post or a courier service. 
NEW ZEALAND
Our Standard Delivery service to New Zealand is $15.00 flat rate for orders that weigh less than 5kg. 
ALL OTHER COUNTRIES
Our Standard shipping to countries other than Australia and New Zealand is $15.00 flat rate for orders that weigh less than 5kg. 

HOW LONG DOES DELIVERY TAKE?
AUSTRALIA: Delivery can take up to 6 business days to metro areas within Australia, up to 14 business days for rural areas (excluding weekends and public holidays).
Your order will be normally be delivered between 7am and 9pm (Monday through Saturday). As Australia Post don't always deliver on public holidays, you can expect your order on the next business day.
NEW ZEALAND: 4-6 days
ALL OTHER COUNTRIES: Between 10-15 days.

Delays may sometimes occur beyond our control and we will advise you if this happens where we can.

CAN I TRACK MY ORDER?
Orders shipped through Australia Post can be tracked. Once your order leaves our warehouse, you’ll receive a shipping confirmation email which will contain your tracking link.

WHAT DO I DO IF I RECEIVE A FAULTY ITEM IN MY ORDER?
We want to sort out any issues with faulty items straight away.
As soon as you discover a fault, please contact our Customer Care team with the order number, the faulty item's name and number, and a description of the fault. 

WHAT IF I AM MISSING AN ITEM FROM MY ORDER?
Please check the paperwork that arrived with your order. Sometimes we may be out of stock and an item may have been backordered (ie not shipped yet). Backorders will be shipped as soon as stock becomes available.
If you still believe an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

I RECEIVED AN INCORRECT ITEM
We want to sort out any issues with incorrect items straight away.
If one of the items you received isn't what you ordered, please contact our Customer Care team with the order number and the incorrect item's name and number as well as the correct item’s name and number. We will resolve the issue for you as quickly as we can.

WHAT DO I DO IF I RECEIVE A FAULTY ITEM IN MY ORDER?
We want to sort out any issues with faulty items straight away.
As soon as you discover a fault, please contact our Customer Care team with the order number, the faulty item's name and number, and a description of the fault. 

WHAT IF I AM MISSING AN ITEM FROM MY ORDER?
Please check the paperwork that arrived with your order. Sometimes we may be out of stock and an item may have been backordered (ie not shipped yet). Backorders will be shipped as soon as stock becomes available.
If you still believe an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

I RECEIVED AN INCORRECT ITEM
We want to sort out any issues with incorrect items straight away.
If one of the items you received isn't what you ordered, please contact our Customer Care team with the order number and the incorrect item's name and number as well as the correct item’s name and number. We will resolve the issue for you as quickly as we can.

MAILING ADDRESS
1/610 Lorimer Street, Port Melbourne Victoria Australia 3207

Still can't find the information you're after, please contact our Customer Care team.