Frequently asked questions

General Questions:

Who is Frankie & Friends? 

We are a small family owned and operated Pet Product Boutique. We specialise in making and sourcing the best Pet products we can find from around the globe with love   

How can I pay for my order?

Frankie & Friends accept payments made via the following methods:

  • Visa 
  • Mastercard
  • PayPal
  • American Express 
  • Afterpay (is coming)

 

What can I do if I ordered the incorrect size?

Frankie & Friends is sorry to hear that. Please refer to our ‘Returns & Exchanges’ Policy regarding what options are open to you.

 

How can I contact Frankie & Friends?

Frankie & Friends can be contacted through:

 

   Email at: contact@frankieandfriends.com.au

 

Can I cancel my order?

Frankie & Friends attempts to process and ship your order within 24-48 hours. Due to this tight turnaround it may not be possible to change or cancel your order. Please note it is not possible to change or cancel an order that has already been processed and dispatched. 

Otherwise please email us at contact@frankieandfriends.com.au and we will do our best to accommodate your change or cancellation.

My order hasn't arrived yet, where is it? 

If your order has been dispatched, an email with tracking information would have been sent to your nominated email. We recommend tracking your item to see where it is.

Sendle / Australia Post / Fastway aren't responding - can you help me find my item? 

We can track your item on our end, but it's most likely we can't see anything more than you can. Sendle, Australia Post and Fastway often respond within one business day to any queries.

How long is the turn around? 

Our turnaround time differs between products and upon seasonality. It is best to quickly check the product description, if you need more information send your enquiry to contact@frankieandfriends.com.au

Will I receive shipping information? 

All of our orders are sent with tracking information, which is sent to the nominated email provided at checkout.

I have put in the wrong address, what can I do? 

If we haven't sent your order out, get in touch with us as soon as possible and we can update in our system. If the item has already left us we will do our best to have it returned to us/ diverted to your correct address. Unfortunately, in most instances (and if it is able to be diverted) there will be extra shipping costs which we will ask you to cover.

Are my Payment details safe?

Frankie & Friends protect the security of all sensitive information transmitted to us with SSL (Secure Sockets Layer) encryption. During payment processing and within other secure areas of our website this secure layer encrypts the information you provide to us such as passwords and credit card details.

Because we respect your privacy and are appreciative of your business and the trust you have placed in us, at no stage (other than to complete a delivery) will we provide any account information, email, contact or other personal information to any third-party vendors or service providers.

 

Bedding:

What's the difference between a TuffMat & PlushMat? 

  1. The TuffMat is our durable indoor & outdoor therapeutic dog bed! It's fully sealed, waterproof and made with a commercial grade rip-resistive material. The TuffMat is our recommended option for diggers, scratchers and outside dogs. The TuffMat is easy to clean, you simply hose it!
  2. The PlushMat is an indoor therapeutic dog bed! The PlushMat is made with designer fabrics from Warwick Fabrics, providing the ultimate in luxury and class for your pooch. The PlushMat can be most easily explained as premium orthopaedic bed, similar to a human mattress. It alleviates pressure from muscles and joints, whilst providing optimal support and comes with a 5 Year Non-Flatten Guarantee.

What's better for outdoors? 

The TuffMat - it's waterproof and super easy to clean. You can hose and scrub it clean. Unlike most other beds we use waterproof material and do not put a waterproof spray on our beds. Our beds are 100% non-toxic

 What is inside your Therapeutic beds (Plushmat & Tuffmat)? 

We use premium foams (similar to your mattress) and do not use Dacron (which is a recycled plastic) which is used as a filler in most other beds. The lack of support in Dacron contributes to dogs ill health such as joint and hip ailments, alongside arthritic ailments

What's so special about your Therapeutic beds (Tuffmat & Plushmat)? 

Our beds are made in New South Wales with Australian products.