FAQs
Pet Fragrance
What does Veterinary-Led Integrity mean?
Every product is approved by Dr David (BVSc Hons I), with animal welfare at the forefront.
What is Natural Wellness?
Our fragrances are water-based, alcohol-free, and made with seasonally sourced natural ingredients chosen for purity and purpose.
What is Pet-Centric Design?
All formulations are made for sensitive pets, because style should never compromise comfort or safety.
Can I try the fragrances before buying a full-size bottle?
Yes. We recommend starting with our Discovery Set so you can experience the scents before committing to a larger size.
Are your products safe for pets?
Yes. All of our formulations are veterinarian-designed, tested, and safe for pets when used as directed.
Wholesale
Do you offer wholesale?
Yes, we do. Please reach out through our contact page and we’ll be glad to assist you with your request.
Shipping
Where do you ship?
We currently ship within Australia only.
Do you ship internationally?
Not yet — but we’re working on it! For now, we ship Australia-wide only.
What are your shipping options and costs?
- Standard shipping: $9.95 for orders under $99, free for orders $99 and over (2–8 business days).
- Express shipping: $15.95 for all orders (1–4 business days).
Can I request Express Post?
Yes. Express is available at checkout for $15.95, regardless of order value.
How long will my order take to arrive?
Orders are dispatched within 1–3 business days. Delivery times vary depending on the shipping method chosen and your location.
What happens if I order on a Friday?
Orders placed after 12 pm Friday are packed the following Monday or Tuesday, depending on volume. We don’t pack orders on weekends.
Do you offer tracking?
Yes. All parcels include tracking via Australia Post. You’ll receive a tracking link once your order has shipped.
Can I choose not to sign for my delivery?
Yes. You can select Authority to Leave at checkout, but we won’t be responsible if the parcel is lost or damaged after delivery.
Can I request Signature on Delivery?
Yes. This option is available at checkout for $2.95. Please note that if you select Authority to Leave, Oscar & Zo is not liable for lost, stolen, or damaged parcels once marked as delivered.
Do you offer Shipping Protection?
Yes. Shipping Protection is available at checkout and covers loss or damage in transit until your parcel is marked as delivered. We recommend selecting it for orders over $100 or if secure delivery is important.
Returns & Refunds
Can I cancel my order?
You can cancel your order if it hasn’t been dispatched yet. A refund will be issued minus any non-refundable costs such as prepaid shipping fees.
Do you accept returns?
Due to the nature of our products and for hygiene reasons, we do not accept returns for change of mind. Returns are only accepted on a case-by-case basis if:
- The item is unopened, unused, and in original condition
- The request is made within 7 days of delivery
- You cover the return shipping cost
Once we receive and inspect your return, we’ll refund the product value (excluding shipping costs).
Do you offer exchanges?
We don’t offer direct exchanges. If you received the wrong item, contact us within 7 days of delivery and we’ll resolve the issue promptly.
What if my item arrives damaged or faulty?
Please contact us within 7 days of receiving your order. Send your order number, a clear photo of the product and packaging, and a short description of the issue to our support team. A video of the unboxing process is optional but highly encouraged.
How will my issue be resolved?
Depending on the situation, we may:
- Send a replacement item
- Issue a credit note
- Provide a refund to your original payment method
All resolutions are assessed case by case.
What’s not covered under your policy?
- Change of mind
- Fragrance preference (please use the Discovery Set first)
- Incorrect address entered at checkout
- Delivery delays caused by shipping carriers