FAQs

Yes, all our creations are made out of 100% natural wool sourced from New Zealand, and are eco-friendly, biodegradable and hypoallergenic. Other than azo-free and lead-free dyes, we do not use any chemicals making all items safe for both babies and pets. Our creations are sun-dried. No machines are used in the making of our products.

All our creations are designed by Eco Cat & Dog in our studio in Brisbane, Australia and handcrafted by a team of Fair Trade female artisans in Nepal.

We are working on new designs every day, and we launch them every quarter. Sign up to our newsletter for exclusive product launches!

Felt products are low maintenance and can be cleaned by giving it a gentle dust using vacuum or lint roll. For stain removal, rub the affected area using a damp cloth soaked with lukewarm soapy water and leave to air dry.

Overtime you may noticed tiny piles of loose wool fibres, which is common for all wool products. Gently trim it with a pair of scissors.

All orders placed before 1pm will be dispatched on the same day from Sydney. Orders placed after 1pm will be shipped on the next business day. Your tracking number will be emailed as soon as the product is shipped. If you haven't received a tracking number 48 hours after you've placed an order, please shoot us an email at support@ecodogncat.com and we'll fix that up for you.

Please check out our Shipping Policy

I do not normally allow local pickups due for privacy reasons, however I may make an exception for you in certain circumstances. Please contact me at support@ecodogncat.com if you wish to collect locally.

We want you to feel good about your purchase. If you don't love our creations, you can return your order within 30 days of purchase for a full refund in the original packaging. No questions ask!

Please contact us for your return request at support@ecodogncat.com

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Please contact us at support@ecodogncat.com with your order number, a photo and a description of the issue. We will make it right by replacing the item straightaway at no additional cost to you.

Yep! Not only is all of our packaging made using recycled (and recyclable) materials, we source everything right here in Australia by supporting local small businesses. Our marketing materials are printed on 100% recycled paper with eco-friendly inks. All our creations are presented in a handmade and hand-stamped cotton bag which can be reused. We use only compostable mailing bags made of corn starch.

Depending on the item, we wrap all our orders in tissue paper and/or cotton bag before putting them in a gift box. We offer a complimentary Eco Postcard with every order to add a personalised message. It is the best choice when you would like to directly send a gift to your loved ones.

We accept all common credit and debit cards through our online checkout (Visa, Mastercard, Amex and Maestro), Paypal and also offer checkout with both Apple and Google Pay. We are pleased to offer the convenience of Afterpay, Klarna and Layby Pay in 4.   

During checkout you may see a box asking for your credit card number. Please be assured that you can enter any Visa, Mastercard, Amex or Maestro (including debit cards) in this box and your transaction will be processed as usual. Our website is SSL encrypted to ensure secure payments.

As long as the order has not shipped and is not a personalised item or a custom order, you may request an order cancellation. Please contact me as soon as possible at support@ecodogncat.com if you would like to cancel your order.

NOTE: When using express checkout such as Apple Pay, Google Pay or Shop Pay, please enter your gift card code BEFORE you checkout.

At checkout, enter your unique gift card code into the ‘Gift Card or Discount Code’ box (not case sensitive) and the credit will be deducted from your order. Gift card balances are applied to the total value of an order, which can include taxes and shipping.

If the cart value is more than the balance on the gift card, you will be prompted to choose a second payment method for the balance before placing the order.

If the cart value is less than the balance on the gift card, any unused balance will be stored on your Eco Dog & Cat gift card, to be spent on future orders.

Yes, gift cards are a form of payment so you can use a gift card together with a discount code.

To check your gift card balance, simply click on the link in your gift card delivery email. You'll be able to re-open your gift card page and see the updated balance in the top right hand corner of the card.

Any items purchased with an Eco Dog & Cat gift card are eligible for return according to our Returns Policy

When your refund is issued, please note that the refund will be issued to your gift card first (up to the total spent in that transaction on the gift card), and then any refund balance remaining will be refunded to your secondary payment method used in the transaction.