Drool FAQs

We sniffed out the
answers so you
don’t have to.

Got questions about orders, shipping,
or your account? You’re in the right spot.

Got questions about orders, shipping, or your account? You’re in the right spot.

Shipping

Please be mindful when inputting your address, as redirection to a new address is not available on our website once the order has been processed. However in some instances, you can request to redirect your parcel with Australia Post. Please log into your MyPost account to request a redirection.

Please note that changing your address through Australia Post will not change your address information on your Drool account for future orders. If you would like to change your address on your account on the Drool website, please access your account online via the My Accounts page and update your delivery address.

For any questions, please contact Australia Post directly or call 137 678.

We’ve partnered with Australia Post to offer the fastest shipping options. You’ll receive full tracking updates via email and text, so you can stay in the loop. From Bondi to Bonnydoon, we offer the following standard domestic shipping options:

Orders up to $84.99: $9.99 shipping rate applies
Orders over $85: Receive FREE shipping
Free shipping on all pet beds

Need it fast? Choose express shipping for $15 (excluding pet beds) or $35 for pet beds.

All orders are processed and dispatched from our warehouse within 1-3 business days.

From here our delivery partner Australia Post will take it to your door within 2-8 business days depending on your location. This means a total maximum of 11 business days from placing your order for the majority of locations in Australia with standard shipping.

Please note remote areas and WA and NT may experience slightly longer lead times.

Easily! Your unique order tracking link can be found in a few different spots:

• When you log into your account on the Drool website (you will see the link once your order has been processed),
• Your shipment notification email from us.
• Your email or text message from Australia Post.

The tracking link will take you directly to the Australia Post tracking page where you can keep an eye on the progress of your order.
The page also provides a way for you to submit any queries should you need assistance with your delivery.

On the day of delivery you can also expect another email and/or text message (depending upon your preferences selected) from Australia Post to let you know that your order is onboard for delivery!

For any questions, please contact Australia Post directly or call 137 678.

All our online orders are delivered directly to your door with ‘Authority to leave’ as the default option. If you’re not home when the order arrives, our driver will leave the parcel at your address (as long as they believe it’s safe to do so).

If the driver is unable to find a safe space to leave your parcel unattended, Australia Post will take it to the nearest Post Office and leave a delivery card. You'll have 10 business days to collect it before it's returned back to us.

For any questions, please contact Australia Post directly or call 137 678.

‘Unable to deliver’ means that the driver couldn’t access the delivery location safely or they used their judgement to decide it wasn’t a good idea to leave the parcel unattended.

If the driver is unable to find a safe space to leave your parcel unattended, Australia Post will take it to the nearest Post Office and leave a delivery card. You'll have 10 business days to collect it before it's returned back to us.

For any questions, please contact Australia Post directly or call 137 678.

Orders

When a product is out of stock, you’ll realise pretty quickly when you’re unable to add it to your cart! Stock will be replenished in a timely manner and you’ll be able to get your Drool back on track.

If we run out after you've already placed your order we will:

1. Apologise profusely to you and your Drool dog!

2. Offer you the option of a) waiting until it's back in stock, b) another product, or c) a refund.

Dog Treats

If your pet is not obese or hypertrigliceridaemic, they should be able to tolerate a diet between 10-15% fat on a dry matter basis and our treats are ~8% fat on a dry matter basis.

Without knowing specifically how much fat your pet can tolerate with its condition, we ask that you refer to your vet to see if treats with 8% fat on a dry matter basis are suitable and can be incorporated into their diet.

Because every furry family member is different in how they eat dental treats, we've included functional ingredients like brown kelp and vitamin C that are absorbed in the digestive system and find their way back into the mouth through the saliva. So the teeth, gums and the breath feel the benefits of Teeth + Breath long after that treat has been gobbled up. In fact, studies have shown that brown kelp can even reduce the amount of plaque on the teeth over time.

To be honest, they do both really well. In the same way we brush our teeth in the morning and at night to prevent dental problems (and keep our breath fresh) a treat or two can do the same job. But if you're finding bad breath and a build up of tartar are becoming a worry then my Teeth + Breath treats can also help. The Brown Kelp in my treats has been proven to both improve breath and reduce tartar over time. It's impressive stuff!

I've taken a different approach with my Drool Teeth + Breath. Instead of just papering over the cracks with something that 'masks' the bad breath, I'm using 4 active ingredients to not just improve their breath, but also target the cause; those odour producing bacteria. So ultimately, even one treat will help. But you'll see real benefits in their breath and overall dental health by just using the lower end of the feeding guide. On average, just a couple of treats a day will be game changing.

This might just surprise you. Anyone that's tried charcoal bread or charcoal toothpaste knows that this charcoal (that comes from coconuts) has a surprisingly pleasant taste. In fact, it's almost a sweet flavour. But there's nothing better at neutralising odours, toxins and odour causing bacteria. Plus there's something very special about the combination with the coconut oil, brown kelp, vitamin C and real Australian chicken breast. This might actually be the most drool-worthy treat yet!

While I could have used ingredients like mint or parsley, their effect is for us, not our furry family. And they don't have a long lasting effect and just tend to 'mask' what's really happening. Plus, dogs and cats are often put off by the flavour. All the ingredients in my treats are about their benefit which is why I prefer to use brown kelp, activated charcoal and coconut oil to freshen their breath and have a long lasting effect instead. If they're happy, I'm happy.

Good question. These Teeth + Breath treats are designed to encourage chewing so I've made them the perfect size to ensure dogs of all sizes are capable and keen to chew on the balls. If you have a small dog or one that's not a big chewer (maybe their mouth is sore) you can also break them into small pieces. Or our Teeth + Breath Sticks can also be a good choice for smaller mouths or older dogs with fewer teeth. It's totally up to you!

In quite a few really positive ways. Not only do my Teeth + Breath treats have 4 functional ingredients instead of one, there's genuine proven benefits behind those supplements I've hand-picked. Plus, most other dental treats and chews are cereal based which means they're poorly digestible and often too hard for already fragile mouths. My dental treats are chewy and full of proven benefits that last.

Our Wash Range

Absolutely. I'm always keen to ensure that no member of the furry family gets left behind. And while a lot of cats aren't comfortable with a full on wash or bath, they will cope with and even enjoy a damp cloth bath with a patting motion. Just use the wash of your choice on the first round through and then make sure you give them another wet sponging with fresh water to remove the residual wash from their coat.
You can also use the No Time To Wash Spray and Ear De Gunker on cats...

Here's a link to some instructions that might help your pet with their itchy feet.

If you can't view that video, essentially what you need to do is:

-Get a tub of water (or a kitty litter tray if you have one).
- Squirt a few drops of our Soothe my Skin into the tray and disperse it with your hands so the wash mixes in with the water.
- Then you can place your dogs feet in there to soak, and make sure you get the water in between the feet and splash up onto their belly (essentially anywhere grass and allergens might have been in contact).
-The soaking can be 30 seconds long, and that's it!

You can find the 2 minute hack pinned on @drool_by_drchrisbrown's Instagram page!

Ok brace yourself for a truth bomb. If you're using the right nourishing wash that cares for their skin and coat's crucial protective oils, you can wash as often as you like. Ground breaking huh. But seriously, it should have always been this way. By using natural ingredients that work with, rather than against their natural systems, their skin and coat will be the best it's ever been.

Well, neither is going to be a bad choice. They'll both replenish and refresh their coat's natural protection and leave them feeling soft and clean. I created the Nourish My Coat wash as an all-round wash for those days when they've picked up dirt, mud or too much stray saliva to jump on the couch. While the Soothe My Skin wash is perfect for those pets experiencing skin allergies and irritations or who just happen to be more on the sensitive side.

It can be hard to know they're experiencing ear troubles. In fact, ear infections and soreness can occur in silence. But they do give you clues. Listen out for them shaking their head (often their collar tags will tinkle) or pawing at their ears. Often the best way to know is to lift up their ear flaps and look inside. A build-up of dark wax or a fruity/pungent smell are signs that trouble is brewing.

That's when getting on top of the problem with my Ear De-Gunker is crucial. Just apply a small squirt of 5 drops or so into the ear canal, massage from the base of the ear and dry the ear with a soft cloth. For maintenance, we generally recommend using the Ear De-Gunker on a weekly basis. For prevention, 1-2 times per week. If you notice those early signs of an ear infection, then you can use them daily until you see an improvement.

If symptoms persist or there are signs of an underlying condition, then we'd always recommend visiting your vet to ensure further intervention isn't required.

Pet Beds

To keep your dog’s dream bed feeling (and smelling) dreamy, we recommend regularly washing the cover and giving the inner cushions a good airing in the sunshine. It helps keep things fresh, fluffed and free of doggy funk. Here is our comprehensive care guide.

How often you’ll need to do this really depends on how your dog uses the bed and how much chaos they tend to leave in their furry wake.

Care Instructions: Remove the cover before washing. Warm gentle machine wash. Do not bleach. Cool tumble dry. Line dry. Do not iron. Do not dry clean.

If the size or colour is incorrect, you can return your unopened bed within 7 days of delivery. Just email our customer service team at contact@drool.pet for return instructions before returning the product.

Please note:

– Return shipping costs are the customer’s responsibility
– Returns without prior contact won’t be accepted
– Unfortunately, opened beds cannot be returned for hygiene reasons

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund/exchange. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

We offer FREE standard shipping on all beds, anywhere in Australia. No catches. Just comfort, coming your way. Each bed is proudly made right here in Melbourne and will ship within 4 business days.

From there, delivery times vary. Some metro areas may see it the very next day, while others might take up to 5, depending on your location and the carrier. As soon as your order heads out, we’ll send you tracking details so you can follow it all the way to your front door (or your dog’s favourite nap spot).

Limited Lifetime Warranty – Drool Pet Bed Covers

We stand behind every stitch, seam and snooze. That’s why your Drool pet bed cover is backed by a limited lifetime warranty. If it ever gives out due to faulty materials or workmanship, we’ll repair or replace it, no fuss. If the exact product’s no longer available, we’ll swap it with something just as good (or better).

What’s covered? Only original, unaltered, and unmodified covers made by us.

What’s not covered? General wear and tear, damage caused by your dog’s daily dramas (like chewing, excessive nesting or scratching), accidents, neglect, improper care, or the natural breakdown of materials over time, including the enthusiastic efforts of puppies. As cute as they are, they’ve been known to chew through shoes, sofas... and yes, their own beds.

This warranty is available to customers in Australia only and is in addition to your rights under Australian Consumer Law.

The warranty lasts for the practical lifetime of the bed while you own it—and only for the original owner. It wraps up if the bed is sold or passed on.

It covers repair, replacement or substitution only. As much as we love dogs, we’re not liable for any damage to property or people caused along the way.

10-Year No-Sag Foam Warranty

When we say dreamy, we mean it. Every Drool foam insert is backed by a 10-year no-sag warranty. If your bed’s inner support gives out before its time due to a manufacturing fault, we’ll replace it, so your dog can keep living their best, most supported life.

This doesn’t cover foam that’s lost its bounce due to improper use, moisture damage, rough handling or those determined dogs who treat their bed like a chew toy.

For warranty enquiries please contact our customer service team at contact@drool.pet

When your delivery arrives please check the barcode details first to make sure you’ve received the right bed before opening the box (as opened beds can’t be returned). Once you're good to go, open it up, let the mattress fully expand, and place it somewhere your pet already loves to snooze, it’ll help them settle in even faster.

Cat Treats

I hear this a lot. And I firmly believe that cats haven't consistently eaten treats because they've never been made with their specific tastes in mind. All too often they're more just a dog treat in a much smaller size. But cats are true protein conossieurs so by packing these treats with real Aussie chicken breast (instead of highly processed chicken or fish meals) your cat is finally getting what they crave. Plus the lure of nutrient rich chicken liver and nutritional yeast means each treat is a true flavour bomb. Add hand-picked proven supplements and you can see why these treats are everything your cat has been waiting for.

Just be patient. Cats don't gorge down treats like dogs do. They have too much class for that! They're more likely to snack when it suits them and when you're not watching them! And when there are no other distractions or noises around. But you can certainly tempt them by flicking a treat across the floor as the movement will excite their hunting instinct. I've found that once you crack them by just eating one, they're hooked for good. Plus, remember that they may never have tasted a treat without highly processed chicken meals before. The taste will be new and exciting...but different in a good way.

Cats spend up to half their waking hours (up to 50%!) grooming themselves. That means they swallow a lot of fur. So then that fur has two choices. It's either gently carried through their digestive system to the litter tray or it forms a rough ball of hair in their stomach that needs to be vomited up in a furball. Obviously avoiding that uncomfortable event is strongly preferred! That's where the Furball + Skin treats can make a significant difference...

Those big signs of cat anxiety and stress certainly aren't put on show for all to see like they are with dogs. But that doesn't mean they're any less significant. In fact, cat anxiety can be even harder on their mental state than the dog equivalent. Look out for vomiting, diarrhoea, toilet accidents (not using their litter tray), going off their food, weight loss, overgrooming and that long drawn out meeeeooow that is the sound of stress and loneliness.

I get that these quickly become your go-to way of managing anxiety and stress in your cat. But just remember that they do need to be given 1 hour before you need the desired effect. If you give them at the time of the stress (like a thunderstorm or a new arrival in the house) the anxiety has already taken hold and is tricky to turn around. So a little bit of preparation goes a long way!

I guarantee your dog will become obsessed with these treats. Sure that's partly because they're the cat's (of course!) but they're also made to be incredibly tasty and tempting. There's actually no problem if your dog sneaks some cat treats and none of the ingredients will cause any issues for them. They're quite potent little treats that are packed with protein. In fact the only challenge might be a slightly upset stomach if they have too many. If your cat feels like returning the favour and eating your dog's treats then just remember that cats have more specific nutritional requirements and so cats do need their own food more often...

Treat Ingredients

The question of what’s even in a meat meal is a mystery. Which is a problem for us. But what goes into a meat meal also varies greatly from one day to the next. But essentially, meat meals are made by taking the parts of the animal not fit for human consumption (like gristle, blood vessels, bones and connective tissue) and processing them under high heat to kill bacteria, grinding them up and then creating a dry powder. Yes, why they’re called ‘meat’ meals when they contain very little meat is also a massive problem. And it’s why we’re trying to bring honesty and integrity to pet treats.

Functional ingredients are on the rise and we want natural supplements to benefit our furry family! We believe the hairiest human in your home deserves superfoods with a range of health-boosting benefits, just like you.

Dogs and cats need to deal with joint aches, gut health, anxiety, and feeling hungry all the time too, so we use superfoods to keep your pet’s physical and mental health at its peak.

We go to extreme lengths to ensure that not only do we stringently avoid highly processed salmon meal, but we only use Australian salmon meat that meets and surpasses the strictest human food standards. These are much higher than pet food standards, even though in our opinion, they should be the same.

In fact, our salmon is actually sourced from fish wholesaler
who only offers their salmon to restaurants and high end human customers. And
no-one in the pet food industry. It’s the only way we can ensure it’s of the
standard required for the furry family.

Stockists

Returns and Refunds

We want to ensure that you, and your pet have the best experience possible. We are happy to accept returns within 30 days of purchase from drool.pet (excluding pet beds) as long as the product is in good, saleable condition. To make a return, please reach out to us at contact@drool.pet. Refer to our Returns Policy for more information.

Pet Beds: If the size or colour is incorrect, you can return your unopened bed within 7 days of delivery. Just email our customer service team at contact@drool.pet for return instructions before returning the product.

Please note:
– Return shipping costs are the customer’s responsibility
– Returns without prior contact won’t be accepted
– Unfortunately, opened beds cannot be returned for hygiene reasons

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund/exchange.If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Firstly, we’ll be incredibly sorry to hear that! All our products are meticulously made and packed to be the best possible for your pet (and from what we know, pets love them!).

However, your experience is most important to us, so please reach out to our customer service team at contact@drool.pet and we will work with you to find a solution.