Question 1

How long does shipping take?

Accepted Answer

We dispatch all orders within 2 to 3 business days from our warehouse in Epping, VIC. Standard Australia Post delivery typically takes 3 to 7 business days depending on your location. Express options are available at checkout.

Question 2

Do you offer free shipping?

Accepted Answer

Yes. Orders over $60 qualify for free standard shipping anywhere in Australia. The free shipping threshold is applied automatically at checkout.

Question 3

Do you ship internationally?

Accepted Answer

Not yet. We are currently Australia-only. International shipping is on our roadmap and we will announce it when it is available.

Question 4

How do I track my order?

Accepted Answer

Once your order is dispatched you will receive a confirmation email with your Australia Post tracking number. You can track your parcel at auspost.com.au.

Question 5

What if my order arrives damaged?

Accepted Answer

Contact us at hello@scruffco.com within 7 days of delivery with a photo of the damage. We will arrange a replacement or refund at no cost to you.

Question 6

What is your return policy?

Accepted Answer

We accept returns within 30 days of delivery for products that are unused and in original condition. If you are not satisfied with your purchase for any reason, contact us and we will make it right.

Question 7

How do I start a return?

Accepted Answer

How do I start a return?

Question 8

How long do refunds take?

Accepted Answer

Refunds are processed within 5 to 7 business days of receiving your return. The funds will appear in your account within 3 to 5 business days after processing, depending on your bank.

Question 9

What if my product is faulty or not as described?

Accepted Answer

Under Australian Consumer Law you are entitled to a remedy for products that are faulty, unsafe, or not as described. Contact us immediately and we will resolve the issue promptly.

Question 10

Are your products safe for all dog breeds?

Accepted Answer

Our formulas are designed to be gentle enough for all coat types and most skin sensitivities. If your dog has a diagnosed skin condition or allergy, we recommend consulting your vet before introducing any new grooming product.

Question 11

Are your products safe for cats?

Accepted Answer

Our Gentle Oat Shampoo and Paw Balm are suitable for cats. Always check the product page for species compatibility. If in doubt, consult your vet.

Question 12

Are your products sulphate-free?

Accepted Answer

Yes. All Scruff Co products are free from SLS (sodium lauryl sulphate) and SLES (sodium laureth sulphate). We use mild, plant-derived cleansing agents.

Question 13

Do your products contain parabens or artificial fragrances?

Accepted Answer

No. We do not use parabens, phthalates, or synthetic fragrance compounds. Any scent in our products comes from natural botanical sources.

Question 14

Are your products tested on animals?

Accepted Answer

No. We are a cruelty-free brand. Our products are tested on willing human volunteers and reviewed by veterinary professionals.

Question 15

Where are your products made?

Accepted Answer

Scruff Co products are formulated and manufactured in Australia.

Question 16

What is colloidal oatmeal and why do you use it?

Accepted Answer

Colloidal oatmeal is finely milled oat grain suspended in water. It has well-documented soothing and barrier-supporting properties for irritated or sensitive skin. We use it in our Gentle Oat Shampoo as the primary active ingredient.

Question 17

What payment methods do you accept?

Accepted Answer

We accept Visa, Mastercard, American Express, Afterpay, and Zip. All transactions are processed securely.

Question 18

Are prices inclusive of GST?

Accepted Answer

Yes. All prices displayed on the site include GST. No additional tax is added at checkout.

Question 19

Can I change or cancel my order after placing it?

Accepted Answer

Contact us at hello@scruffco.com as soon as possible. We can modify or cancel orders that have not yet been dispatched. Once an order has been picked and packed we are unable to make changes.

Question 20

I have not received my order confirmation email. What should I do?

Accepted Answer

Check your spam or junk folder first. If it is not there, contact us at hello@scruffco.com with your name and the email address you used at checkout and we will resend it.

Question 21

Do you offer wholesale pricing?

Accepted Answer

Yes. We have a trade account program for pet groomers, veterinary clinics, pet stores, and other qualifying businesses. Apply via the Trade Account form on our website.

Question 22

What is the minimum order for wholesale?

Accepted Answer

Minimum order quantities and pricing tiers are provided after your trade account application is approved. Contact trade@scruffco.com for more information.

Question 23

Do you offer private label or white label products?

Accepted Answer

Yes. Private label services are available through our parent company Reni Brands. Contact trade@scruffco.com to discuss your requirements.

Question 24

How do I apply for a trade account?

Accepted Answer

How do I apply for a trade account?

Question 25

Who is Mia?

Accepted Answer

Mia is our customer service assistant. She is available on the website to help with product questions, order enquiries, and general information about Scruff Co. She is not a human, but she is trained specifically on our products and policies.

Question 26

Can Mia help me choose a product for my pet?

Accepted Answer

Yes. Mia can help you find the right product based on your pet's species, coat type, and skin concerns. You can also use our Find Your Formula quiz for a guided recommendation.

Question 27

Can Mia process orders or refunds?

Accepted Answer

Mia cannot process orders, payments, or refunds directly. For order-related issues, she will collect your details and escalate to our team, who will follow up within 2 business days.

Question 28

What should I do if Mia cannot answer my question?

Accepted Answer

What should I do if Mia cannot answer my question?

Frequently asked questions

📦Shipping & Delivery

↩️Returns & Refunds

🧴Products & Ingredients

💳Orders & Payments

🏪Wholesale & Trade

💬Mia — Our Chat Assistant

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