ABOUT WAGGLY CLUB

ABOUT WAGGLY CLUB

Waggly Club is a local Australian business with the sole goal of delivering joy and tail wags to dogs through the Waggly Club shop and 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

WAGGLY CLUB SUBSCRIPTION BOXES

About Waggly Club Subscription Boxes

What's inside a Waggly Club Subscription box?

Each box contains toys and treats customised based on your dog’s age, 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 toys to guide you through your pup’s every stage of development
  • 2 bags of healthy, Aussie-made Waggly Snacks treats
  • A monthly flyer with tips and tricks to help you as they grow

What's inside an Original box?

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

What’s inside an Active box?

  • 3 healthy, Aussie-made Waggly Snacks treats and chews
  • 1 interactive, durable toy for dogs that love to play (and who destroy plush toys).

    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?

  • 1 very tough toy for dogs that are real power chewers and love to destroy all toys
  • 1 bag of healthy, Aussie-made Waggly Snacks treats
  • 2 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.

How do I know which size of treats to order for my dog?

Most of our treats are suitable for dogs of all sizes. You can always check the description listed on each treat.

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. You can also send our Customer Happiness Team an email at info@waggly.com.au.

What payment options do I have?

For Waggly Club Subscription boxes, you can pay using a credit card (Visa, MasterCard, or American Express) or PayPal. 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 on either the 3rd or the 10th of each month. You can always change these dates by getting in touch with our Customer Happiness Team via email info@waggly.com.au or live chat on this website.

Can I change what’s in the box?

Yes, you can. No matter what type of plan you’re on, we can always customise your experiences like getting tough toys or long lasting treats. The easiest way to change anything (or everything) is to email info@waggly.com.au.

Can I skip months?

Yes, you can. We can help you skip a month or two. Just send an email to info@waggly.com.au and our Customer Happiness team will be happy to assist you.

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:

  • They can share. This works particularly well on the Original plan as you get two toys.  
  • We can do you a special price to get two boxes shipped to the same address - just email info@waggly.com.au or chat with us and we can set this up for you
  • We can upgrade your box to add an extra toy or bag of treats each month - email info@waggly.com.au or chat with us and we’ll make something special for you
  • You can add extra individual items each month. Subscribers have the option to have the shop orders be shipped with the next monthly box for FREE.

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. And you can change this any time during your subscription if your dog needs change or there are certain treats you prefer not to receive.

How do I end my subscription?

We can always amend your subscription to make it more suitable to your needs, including:

  • Slowing boxes down (so you only receive one every 2 - 3 months)
  • Skipping months
  • Reducing your costs by reducing what’s in the box (this way your dog still receive something awesome each month)

We’d be sad to see you go but if you still want to end your subscription, you have the option to cancel your subscription by logging into your Waggly Club account as long as you have met the minimum plan requirement of your subscription. If you have any questions, you can always contact our Customer Happiness team via email at info@waggly.com.au.

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

If you cancel in the middle of a 6 or 12-month plan, you will continue to receive Waggly Club boxes for the length of the contract, and the cancellation will take effect at the end of your plan. Connect with one of our experts if you need to talk about your commitment.

Does my subscription continue after my minimum plan has ended?

Yes, it does. Much like a phone plan, once your minimum plan term has finished we continue your service until you let us know you want to change something. This means your dog can keep enjoying Waggly Club boxes at locked-in low rates with no hassle.

If you ever need help adjusting your subscription, please email info@waggly.com.au or chat with us.

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 help find a suitable replacement and also to see how we can customise your subscription to make sure future boxes are a great fit for your dog.

If you still don’t think our service is right for you, you have access to a 2-week cooling off period from the time you receive your first box. This means that if after receiving your first box you just don’t think the service is right for you, you have two weeks (10 business days) to end your subscription early in one of two ways:

  1. Send back the complete, unused contents of the box 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.
  2. If you have used some or all items in your box or you want to keep them but don’t want to continue your subscription, to end your subscription early we request you pay the difference of what you already paid vs. the price of a 1-month subscription. Once you have paid the difference we will end your subscription early.

To initiate either option, please email us via info@waggly.com.au with your account email address. Our team can help you from there and make sure everything runs smoothly.

WAGGLY CLUB SHOP

WAGGLY CLUB SHOP

Can I cancel or change my order?

As of right now, customers can’t edit or cancel orders online once it’s been processed (don’t worry, we’re working on it!). Feel free to contact us with complete details on any changes you’d like to make. We’ll do our best to accommodate your requests.

Can I change the delivery address?

If it’s for a recent order you just made, as long as it hasn’t been shipped yet, we can update your address for you. To update your shipping address on file, you can manage your shop account here or you can send us an email at info@waggly.com.au.

How do I check the status of my order?

You’ll receive an email confirmation with the tracking link as soon as your order is shipped. You can also check the status by logging into your Waggly Club account. If you have any questions, please send an email to info@waggly.com.au.

Can I add items to my order?

You will not be able to add items to your order if it has been processed already. Please send an email to info@waggly.com.au

SHIPPING AND RETURNS

SHIPPING AND RETURNS

How much does shipping cost?

If you sign up for one of our monthly subscription boxes, shipping is free on all plans. Also, you’ll get free shipping in our online shop if you’re happy for your items to ship with your next box. All you have to do is use the code WAGGLYCLUBMEMBER.

If you are a non-subscription box customer, we ship all orders over $50 for free and charge a $5 flat rate for orders under $50. Express Shipping is available for a flat fee of $10.

When will my orders be shipped?

Orders are typically shipped within the next business day, but there may be some delays at peak periods, especially during sale events. We will endeavour to keep you as updated as possible, you will receive an email with your tracking information as soon as your order is shipped out.

We know how exciting it is waiting for a package of goodies to arrive, should you have any questions or you need assistance tracking your parcel, we’re here to help! Send our Customer Happiness Team an email at info@waggly.com.au or send us a Facebook message at fb.com/wagglyclub.

How long will my delivery take?

Shipping can take anywhere from 2-7 business days for standard shipping. You may also check with Australia Auspost (sending postcode 3078) to know the shipping times applicable to your address. Please be advised that delivery estimates are impacted by current state restrictions.

What if my order doesn't arrive?

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

If your order hasn’t arrived please check your email account for a tracking email from us, which contains a link so you can see your order’s shipping status. If it looks like there is a problem we recommend contacting the courier directly as this is usually the fastest. However, we are absolutely happy to do this for you if you prefer - just email info@waggly.com.au or live chat us and we can help.

Can I get a refund if the item is damaged?

If your order arrives damaged, faulty, or if it was sent incorrectly, please send us an email at info@waggly.com.au and attach a photo of the item. We will initiate the refund process as soon as we hear from you.

How do I return 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 an email at info@waggly.com.au explaining the situation and include photos. We will then send you a return label you can print and use to send the item back to us. You have the option to get another one sent or a refund. Just let us know!

HAVE ANY QUESTIONS?
WOOF AWAY!

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. There are a few ways to get in touch. Please click the Live Chat icon to chat with us or leave a message. Alternatively, you can email info@waggly.com.au and our Customer Happiness Team will get in touch with you within 1 - 2 days (usually within an hour or two!).