FAQ – Waggly

ABOUT WAGGLY CLUB

Waggly Club is a local Australian business with the sole goal of delivering joy and tail wags to dogs through Waggly Club subscription boxes. We ship all-natural treats and the highest quality toys to our thousands of customers all across Australia. We road-test and hand select each product that goes in a box, optimising for play, stimulation, and nutrition.

We believe that dogs aren’t just dogs, they’re family. We are on a mission to make the already awesome experience of owning a dog a little bit more fun and easy, and to set tails wagging across the country.

WAGGLY CLUB SUBSCRIPTION BOXES

About Waggly Club Subscription Boxes

What's inside a Waggly Club Subscription box?

Each box contains toys and treats based on your dog’s chewing preferences and dietary needs, with the single aim of making them happy and healthy. You have four different boxes to choose from and the contents differ slightly.

What's inside a Puppy box?

2 bags of 100% healthy, Aussie-made Waggly Snacks treats
2 toys to hand-picked to support your pup's needs

What's inside an Original box?

2 bags of 100% healthy, Aussie-made Waggly Snacks treats
2 toys ranging from plush to rubber and everything in between

What’s inside an Active box?

2 bags of 100% healthy, Aussie-made Waggly Snacks treats
2 toys hand-picked for the most energetic pups

These might be puzzle toys, chew toys, rope toys, fetch toys etc. all designed with a purpose in mind, and great for entertaining and tiring out energetic dogs.

What’s inside a Power Chewer box?

2 bags of 100% healthy, Aussie-made Waggly Snacks treats
1 tough and durable toy for dogs that are real power chewers and love to destroy all toys
1 longer-lasting Waggly Club chew treats (such as bones, antlers, ears, and bully sticks)

What’s inside a Treat-only box?

5 healthy, Australian-made Waggly Snacks treats and chews

About Waggly Snacks

Where are you treats made?

Waggly Snacks are Aussie-made treats with only one ingredient. No sugar, no grains, no preservatives, no chemicals, and no fillers. Just Australian meat, air-dried raw for maximum nutrition.

How long are the treats good for, once I open the bag?

Most treats have a shelf life of 6-12 months but please refer to the consume by date on the bag.

Managing my Waggly Club Subscription Box

How do I change my shipping address?

Easy! You can change your shipping address by logging into your Waggly Club account if you have already set this up. You can also send our Customer Happiness Team a message here.

What payment options do I have?

For Waggly Club Subscription boxes, you can pay using Paypal or a credit card (Visa, MasterCard, or American Express). You can also add or update your payment details by logging into your Waggly Club account.

When will my payment be processed?

Your first payment will be processed when you sign up. This lets us send your first box out to you straight away. After that, you will be billed every month on the same date of your subscription. You can always change these dates by getting in touch with our Customer Happiness Team.

Can I change what’s in the box?

You can change the box type you’re on if the toys you’re getting don't match your dog’s needs. The easiest way to change your box type is to message us here.

What if I have more than one dog?

Lucky you! Our boxes are designed to be a month’s worth of toys and treats for a single dog but we have lots of options for multiple dogs:

We can give you a special price to get two or more boxes shipped to the same address - just leave us a message and we can set this up for you.
We can purchase an add-on Waggly Box or add-on Extra Soft Toy Club each month - just leave us a message and we can set this up for you.

What if my dog has food allergies or a special diet?

When you sign up, you’ll be given an option to tell us more about your dog’s dietary needs. We then only send you treats that suit. You can change this any time during your subscription if it needs to be updated.

If I cancel before the end of my subscription, what happens?

If you decide to cancel your membership before the end of your existing subscription period, you will be charged for the remaining duration of your subscription plan. For more information, you can refer to our Terms and Conditions.

Does my subscription continue after my minimum plan has ended?

Yes, it does. Once your subscription has expired and you did not cancel your subscription, you will be transitioned to a month-to-month plan at the same price you originally signed up for. You have the flexibility to manage your subscription, including the ability to cancel or modify your renewal preferences by sending us a message us here.

Happiness Guarantee

What if I'm not happy with my box?

We put every effort into making a product and service we hope you’ll love, but we also understand that sometimes you’ll love some things more than others. And we want to help!

If you’re not happy with an item in your box, our Customer Happiness Team would love to hear from you and find the most suitable solution.

If you still don’t think our service is right for you, you have access to a cooling off period for 10 business days from the time of purchase. This means that after your purchase, if you just don’t think the service is right for you, you have 10 business days to end your subscription early without cancellation fees.

Just send back the complete, unused contents of the order for a full refund. We recommend you ship back via Australia Post and get a tracking number. Refunds will be processed once we receive the contents back.

Please message us if you have any questions (please fill in the email address that is linked to your account). Our team can help you from there and make sure everything runs smoothly.

SHIPPING AND RETURNS

How much does shipping cost?

Regular shipping is FREE on Waggly Club boxes unless otherwise stated in a promotion. If you need your box shipped through Australia Post ($5) or Express ($15), please message us and we can arrange that for you.

When will my orders be shipped?

All orders are typically shipped within 2 business days, but there may be some delays at peak periods. We know how exciting it is waiting for a package of goodies to arrive! If you have any questions, send our Customer Happiness Team a message and we'll get back to you as soon as possible.

How long will my delivery take?

Delivery can take anywhere from 2-7 business days on average when delivering to metro areas on the east coast of Australia, while delivery to rural areas, Western Australia and the Northern Territory may take longer. You can refer to your tracking information for more details.

What if my order doesn't arrive?

We work closely with our delivery partners to give you an excellent experience, but sometimes parcels get delayed or go missing.

If your box hasn’t arrived please check your email for a tracking email from us, which contains your order’s tracking information. If it looks like there is a problem we recommend contacting the courier directly as this is usually the fastest.

What happens if I receive a damaged/defective item?

We always do our best to deliver 100% happiness to you and your dogs. But if something arrives in less than perfect condition, send us a message explaining the situation and include photos so we can help you find the best possible solution.

HAVE ANY QUESTIONS?
WOOF AWAY!

All of our customers are supported by our Customer Happiness team whose sole priority is to make sure you and your dog are happy with our products and service. So if your dog doesn’t love something let us know and we’ll make sure we make it right. Our dog-loving Happiness team would love to help you. There is no ask too small or big!

We'd love to hear from you. Please click the Live Chat icon to chat with us or leave a message. Our Customer Happiness Team will get in touch with you within 1 - 2 days (usually within an hour or two!).