Refund policy

Refunds
We have a 24-hour refund policy, which means you have 24 hours to email us at sophiesdoggycookie@gmail.com to cancel your order and request for a refund, or make changes to your order (ex: change dog cake from small to medium).

Please do not cancel or change your order later than 24 hours as we may have begun preparing your order.

We will notify you within 2 business days (Canberra time) upon receipt of your message. As long as your order cancellation was made within 24 hours of your order, then we can investigate your request. When approved, you will automatically be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at sophiesdoggycookie@gmail.com.

You can always contact us for questions about refunds or order cancellations at sophiesdoggycookie@gmail.com.

Certain products only available for pick-up in Canberra
Dog cakes and dog cupcakes are only available for pick-up at 2 McMichael Terrace, Denman Prospect ACT 2611. This is also noted in the individual product pages. You hold responsibility as an individual consumer to carefully read the product description and availability.

Your responsibility
You are responsible for the health and safety of your pet. Please carefully read the product ingredients before making a purchase.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable items
Since our products are perishable goods - pet food - that are often customised for each customer, we do not accept returns for your order.