Terms of Service

Last updated: 15 October 2026

Welcome to PAWS TO TAILS. These terms explain how our website works and what applies when you shop with us.

This website, pawstotails.com.au, is operated by EverMore PTY LTD (ABN 40 683 367 893), trading as PAWS TO TAILS. Throughout these terms, “we”, “us” and “our” refer to that business.

By using our website or placing an order, you agree to these Terms of Service and the policies referred to below, where relevant to your purchase.

Our online store is hosted by Shopify, which provides the ecommerce platform we use to sell our products.

1. Your consumer rights

Nothing in these terms excludes, restricts or modifies any rights or remedies you have under Australian Consumer Law or other applicable laws that cannot lawfully be excluded.

Our products come with consumer guarantees. If a product has a major failure, you may choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage.

For a minor problem, we will provide an appropriate remedy within a reasonable time. If the problem cannot be resolved within a reasonable time, you may have further rights.

These rights apply independently of our voluntary guarantees and store policies.

2. Using our website

To place an order, you must be at least 18 years old or have permission from a parent or guardian who is authorised to make the purchase.

You agree to use our website lawfully and provide accurate information when purchasing, creating an account or contacting us.

You must not:

• Use another person’s identity or payment details without permission.

• Submit fraudulent orders, claims or reviews.

• Upload malicious software or interfere with the website’s security.

• Attempt to access customer information or systems without authorisation.

• Use our website to infringe another person’s rights.

• Send unlawful, threatening or abusive content.

Where reasonably necessary to address fraud, security threats or a material breach of these terms, we may restrict access to the website or an account. This does not remove your rights relating to purchases already made.

3. Product information

We aim to provide clear and accurate product descriptions, pricing, images and instructions.

Colours may appear differently depending on your screen. Product packaging may also vary where disclosed, including during our transition from HappyDogCo to PAWS TO TAILS.

Any variation must not materially change the product you agreed to purchase without your agreement.

We may update products, descriptions and prices for future purchases. These updates do not reduce your rights or retrospectively change an existing order.

4. Choosing and using products

Please read the product description, ingredients, sizing information, directions and warnings before purchasing or using a product.

Use products only for their intended purpose and follow the instructions supplied.

For supplements and wellness products:

• Follow the recommended feeding amounts and any age or weight guidance.

• Consider your dog’s individual needs and known ingredient sensitivities.

• Seek veterinary advice if your dog has an existing condition, takes medication, is pregnant or nursing, or if you are unsure whether a product is suitable.

• Stop use and seek veterinary advice if you suspect an adverse reaction.

Information on our website is general product and educational information. It is not a diagnosis or a substitute for individual veterinary advice.

Individual experiences may vary. This does not limit any express product promises we make or your statutory consumer rights.

For toys and accessories, follow the relevant supervision, fitting and care instructions. Inspect items regularly and stop using them if damage makes them unsafe.

5. Prices and payments

Unless otherwise stated, prices are shown in Australian dollars.

Applicable taxes and delivery charges will be displayed before you complete checkout.

Payment must be authorised through an available checkout payment method. Third-party payment services, including buy-now-pay-later services, may have their own terms and fees.

Price changes apply to future purchases unless otherwise agreed. We will not increase the price of an existing one-off order without your agreement.

6. Orders and availability

Please check your items, quantities, personalisation details and delivery address before submitting your order.

An automated order confirmation acknowledges receipt of your order. We may need to verify payment, availability or order details before fulfilment.

We may decline or cancel an order where there are reasonable grounds, such as:

• A product being unavailable.

• Payment being declined or unable to be verified.

• Suspected fraud or unauthorised payment.

• Delivery being unavailable to the nominated address.

• A clear and significant pricing or listing error.

If an issue affects your order, we will contact you using the details provided and explain the available options. We will not substitute a materially different product or charge a higher price without your agreement.

If we cancel an order or cannot supply an item, we will refund the amount paid for the cancelled items and any associated delivery charges where applicable.

Any purchase limits will be disclosed with the offer or explained before an affected order is fulfilled.

7. Order changes and cancellations

If you need to change or cancel an order, email hello@pawstotails.com.au as soon as possible with your order number.

We will let you know whether the request can be accommodated. Changes may not be possible once an order has been packed, dispatched or personalised.

We do not offer change-of-mind returns or exchanges after fulfilment. Your Australian Consumer Law rights remain unaffected.

8. Personalised products

You are responsible for checking the spelling, size, colour and other selections submitted for personalised products.

We will prepare the product according to the options confirmed in your order. Changes may not be possible once personalisation has started.

We do not offer refunds or exchanges because you change your mind or made an error in the details supplied.

If we make a personalisation error, or the product is faulty or does not match your order, please contact us so we can arrange an appropriate remedy.

9. Delivery

Available delivery options, charges and estimated timeframes are shown at checkout or in our Shipping Policy.

Dispatch estimates and carrier transit estimates are separate. Unless expressly stated as guaranteed, delivery dates are estimates.

Please provide a complete and accurate delivery address. If an address error causes an additional delivery charge, we will explain the cost and seek your agreement before arranging redelivery.

If your parcel is delayed, missing, damaged or delivered incorrectly, contact hello@pawstotails.com.au. We will investigate and work with the delivery provider where necessary.

Our Shipping Policy and any delivery instructions do not exclude rights or responsibilities that apply under Australian Consumer Law.

10. Returns, refunds and exchanges

Please read our Returns, Refunds & Our Vitality Promise policy, available on our website.

We do not offer refunds or exchanges for change of mind. This includes personalised products and clearance items.

If an item arrives broken, damaged or incorrect, please email hello@pawstotails.com.au within 14 days of delivery, including your order number, a description and relevant photos, so we can promptly assess the issue.

The 14-day period is a requested notification timeframe for delivery issues. It does not limit your statutory rights if a fault becomes apparent later.

Please contact us before returning an item so we can provide assessment and return instructions.

Faulty-product remedies are determined by applicable law and the nature of the problem. They are not limited to replacements.

11. VitaChews Vitality 90-Day Guarantee

Our voluntary 90-day guarantee applies only to eligible first-time VitaChews Vitality Program purchases. It does not apply to VitaChews Protect or other products.

The guarantee requires:

• At least 90 days of consistent use from delivery, following the recommended program instructions.

• Before photos taken at the start of the program.

• After photos taken following the completed 90-day period.

• A completed refund assessment form.

• Return of remaining eligible chews as instructed.

Approved guarantee refunds are calculated on a pro-rata basis for unconsumed eligible VitaChews remaining from the original purchase. This is not a full refund of the program price. Consumed chews and fully consumed programs are not refundable under this voluntary guarantee.

The full eligibility requirements, exclusions, postage arrangements and claim process are set out in our returns policy.

These requirements apply only to our voluntary guarantee. They do not restrict your rights under Australian Consumer Law.

12. Subscriptions

Where a subscription is offered, the recurring price, delivery frequency, minimum commitment, if any, and cancellation arrangements will be disclosed before you subscribe.

By selecting a subscription, you authorise recurring payments on the terms presented at checkout.

You can manage your subscription using the available account tools or contact hello@pawstotails.com.au for assistance.

We will give advance notice of material changes to an ongoing subscription, including price changes, and explain the options available before they take effect.

Cancellation of future subscription orders does not automatically cancel an order already processed. This does not limit your statutory rights.

13. Promotions, discounts and gifts

Promotions may have eligibility requirements, expiry dates, purchase limits or exclusions. These will be stated with the offer.

Discount codes cannot be combined unless the offer or checkout expressly allows it.

Free gifts and promotional items are subject to the availability and conditions disclosed with the promotion. If an advertised gift becomes unavailable for an eligible order already placed, we will contact you about an appropriate solution.

We may investigate suspected misuse of an offer. Any action taken will be reasonable and will not remove your statutory rights.

14. Accounts and communications

Please keep your contact, delivery and account information accurate and protect your login credentials.

Tell us promptly if you suspect unauthorised account activity.

We may send essential messages about orders, delivery, payments, subscriptions and support requests. Marketing preferences can be managed separately as explained in our Privacy Policy.

15. Reviews, photos and feedback

Please submit only content you own or have permission to share. Reviews should reflect your honest experience.

When you submit a review for publication, you permit us to display that review and any accompanying content submitted for that purpose. We may make minor formatting or spelling edits without changing its meaning.

We may remove content that is unlawful, abusive, fraudulent, contains another person’s private information or is unrelated to the product or service.

Private support messages, refund forms and guarantee photos are not automatically licensed for public marketing. We will seek separate permission before using them for that purpose.

16. Website content and intellectual property

Our website’s branding, original text, images, designs and other content belong to us or their respective owners.

You may browse and use the website for personal shopping and informational purposes. You must not reproduce or commercially exploit protected content without permission, except where permitted by law.

17. Third-party services and links

Our website may include third-party services or links, including payment services, delivery tracking and external resources.

Those providers may have their own terms and privacy policies. Please review them where relevant.

Links do not necessarily mean we endorse all content on an external website. Nothing in this section excludes our responsibilities for products or services we supply.

18. Privacy

Our Privacy Policy, available on our website, explains how we collect, use, store and disclose personal information and how to make privacy enquiries or complaints.

19. Website availability and responsibility

We take reasonable care in operating our website but cannot promise uninterrupted or error-free access.

We may temporarily restrict access for maintenance, security or technical reasons. Where an issue affects an existing order or payment, please contact us for assistance.

Responsibility for loss or damage will be determined under applicable law. Nothing in these terms excludes liability that cannot lawfully be excluded, including liability arising from statutory consumer guarantees.

20. Changes to these terms

We may update these terms to reflect changes in our business, services or legal obligations. The updated date will appear at the top of this page.

Updated terms apply to future website use and purchases. They do not retrospectively remove rights relating to orders already placed.

Material changes to ongoing subscriptions will be communicated as described in the subscription section.

21. Governing law and disputes

These terms are governed by the laws of New South Wales and applicable Commonwealth laws of Australia.

This does not remove any mandatory protections or rights to bring proceedings in another jurisdiction available to you under applicable law.

If you have a concern, please contact us first so we can try to resolve it. You remain free to seek assistance from a consumer protection agency, tribunal or court.

If a provision is found unenforceable, it will be separated to the extent necessary, and the remaining provisions will continue to apply.

22. Contact us

For questions about these terms or an order, contact:

PAWS TO TAILS
Operated by EverMore PTY LTD
ABN: 40 683 367 893
Email: hello@pawstotails.com.au
Website: https://pawstotails.com.au