Frequently Asked Questions

Welcome to Homyfan’s Help Centre. Find answers to common questions about our products, orders, shipping and returns.

1. Where does Homyfan ship to?

Homyfan currently delivers to eligible addresses within Australia.

We are currently focused on serving Australian customers.

2. Where are your products shipped from?

Our products are shipped directly from our suppliers and fulfilment partners in China to Australian customers.

We do not currently operate an Australian warehouse.

3. How long will my order take to arrive?

Delivery times can vary depending on the product, destination, shipping method and courier operations.

Please check the estimated delivery information displayed on the relevant product page or at checkout.

If you cannot find an estimate, contact our customer support team before placing your order.

4. Will I receive a tracking number?

Where tracking is available, we will send your tracking details by email after your order has been dispatched.

Please allow time for tracking information to become active.

5. Will I need to pay customs duties or import taxes?

Our fulfilment partners arrange applicable import clearance and tax arrangements for eligible shipments.

For standard eligible shipments, additional import charges should not normally be requested from customers on delivery.

If you receive an unexpected customs or courier payment request, please contact us before paying so we can investigate.

6. Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

We will try to help before the order enters fulfilment or shipping. However, changes or cancellations may not be possible once processing or dispatch has started.

Your rights under applicable consumer law are not affected.

7. What if my item arrives damaged or faulty?

We’re sorry if something is not right with your order.

Please email us with your order number and clear photographs or videos showing the issue.

We will review your request and advise you of the next steps.

Your rights under the Australian Consumer Law continue to apply.

8. Can I return an item if I change my mind?

Change-of-mind returns are subject to our Returns & Refunds Policy.

Please contact us before sending an item back.

This does not affect your rights if a product is faulty or does not meet an applicable consumer guarantee.

9. How do I request a refund?

Please contact our customer support team and provide your order number and the reason for your request.

If a refund is approved, it will generally be processed through the original payment method where possible.

10. What payment methods do you accept?

The payment methods currently available are displayed at checkout.

Please check the checkout page for the latest available options.

11. How can I choose the correct size?

Please refer to our Size Guide before ordering products that require measurements, such as collars and harnesses.

If you are unsure about sizing, contact us before placing your order.

12. How can I contact Homyfan?

You can contact our customer support team at:

Email: [Your customer support email]

Please include your order number if your question relates to an existing purchase.

13. Do you sell pet food or medication?

Homyfan currently focuses on pet accessories and everyday pet essentials.

Please refer to our Shop page for the products currently available.

14. Where can I find your store policies?

You can find more information on the following pages:

• Shipping & Delivery Policy
• Returns & Refunds Policy
• Privacy Policy
• Terms & Conditions

If you cannot find the information you need, please contact our customer support team.

Thank you for shopping with Homyfan!