We’re Paws and Willow, a South East Queensland Company devoted to making pet furniture you’ll actually be proud to live with. Our story began the same way many good ideas do: we couldn’t find dog crates that felt at home in beautiful Australian living rooms. So we started building our own, pieces that look like furniture, function like a safe retreat, and stand up to real family life.

We’ve been in this space for years, quietly perfecting our craft and our processes. What began as a few custom builds for friends and fellow dog lovers has grown into a dedicated company where every detail matters.

Everything we make is built in-house by a dedicated, hands-on team. We work with responsibly sourced Australian timber, sturdy steel bars, and low-tox finishes suited to busy homes. Each piece is cut, assembled, finished, and quality-checked under one roof, which means tighter standards, faster problem solving, and furniture-grade results you can feel the moment it lands in your space.

Sustainability isn’t a buzzword to us; it’s how we work. We choose responsibly sourced timber, durable steel, and low-voc finishes designed for everyday family living. Offcuts become smaller components, and our packaging is kept minimal and recyclable where possible. A well-made piece lasts longer, which is better for your home and the planet.

Our range covers from Bedside Table style crates "DEN" to single-dog “STUDIO”-style crates through to double "DUO" crates for multi-dog households, always with an eye for proportion, ventilation, and everyday practicality.

Customer care is simple: we communicate clearly, set honest expectations, and stand behind every piece that leaves our workshop. Nationwide shipping mean our crates are now found in homes around Australia, serving as sideboards, media units, and the comfiest “den” any good dog could ask for.

Joining the Bunnings Marketplace is a milestone that lets more Australians discover furniture-grade dog crates crafted with care, right here at home. We’re grateful you’re here, excited to build for you, and ready to help you choose the perfect fit for your best mate.

Bunnings' lowest prices policy and price guarantee does not apply to products sold directly by Bunnings' Trusted Sellers.

Paws and Willow Shipping Policy

At Paws and Willow, we strive to provide a seamless and efficient shipping experience for our customers. Please review our Shipping Policy below to understand how we handle the delivery of your orders.

1. General Shipping Information
1.1. Shipping Locations: We currently ship within Australia and internationally to select countries. Please check availability at checkout.

1.2. Processing Time: Orders are typically processed within 2 business days. During peak seasons or promotional periods, processing times may be extended.

1.3. Shipping Carriers: We use reliable carriers, including Australia Post, DHL, and other reputable courier services, depending on your location and the shipping option selected.

2. Shipping Rates and Delivery Times
2.1. Domestic Shipping (Australia):

Standard Shipping: Estimated delivery within 3-7 business days from dispatch.
Express Shipping: Estimated delivery within 1-3 business days from dispatch.
Shipping Rates: Calculated at checkout based on weight, size, and destination.
2.2. International Shipping:

Standard International Shipping: Estimated delivery within 7-21 business days, depending on the destination.
Express International Shipping: Estimated delivery within 3-10 business days, depending on the destination.
Shipping Rates: Calculated at checkout. Additional duties, taxes, or fees imposed by your country’s customs may apply and are the responsibility of the customer.
2.3. Free Shipping: We offer free standard shipping on orders over a specified amount within Australia (as displayed on our website). Free shipping may not be available for international orders.

3. Order Tracking
3.1. Tracking Your Order: Once your order is shipped, you will receive a confirmation email with a tracking number and link. You can use this information to track your order through the carrier’s website.

3.2. Lost or Delayed Shipments: If your tracking information shows no updates for 10 business days, please contact us at sales@pawsandwillow.com.au, and we will assist you in locating your package.

4. Shipping Issues and Delays
4.1. Delivery Delays: While we strive to meet estimated delivery times, delays can occur due to unforeseen circumstances such as weather conditions, carrier issues, or customs processing. Paws and Willow is not responsible for such delays.

4.2. Incorrect Addresses: Please ensure that your shipping address is correct before finalizing your order. We are not responsible for failed deliveries due to incorrect or incomplete addresses.

4.3. Returned Packages: If a package is returned to us due to an incorrect address, failure to collect, or refusal, we will contact you to arrange redelivery. Additional shipping charges may apply.

5. Damaged or Missing Items
5.1. Damaged Items: If your order arrives damaged, please contact us within 7 days of receiving your package at [insert contact email] with photos of the damage. We will work with you to resolve the issue, which may include a replacement or refund.

5.2. Missing Items: If your order is missing items, please reach out to us immediately, and we will investigate and correct the issue as quickly as possible.

6. International Customs and Duties
6.1. Customs Fees and Duties: For international orders, customs fees, duties, and taxes are not included in the shipping cost and are the responsibility of the customer. These charges vary by country and are determined by your local customs office.

6.2. Customs Clearance: Delays in customs clearance may affect the delivery time. Paws and Willow is not responsible for customs clearance delays.

7. Order Cancellations and Changes
7.1. Order Changes: Once an order has been placed, we are unable to make changes to the shipping address or items. Please double-check all details before confirming your order.

7.2. Order Cancellations: If you need to cancel an order, contact us as soon as possible. Orders that have already been shipped cannot be cancelled, and you will need to follow our return process once received.

8. Contact Us
If you have any questions or concerns about our Shipping Policy, please contact our Customer Service team via the contact seller link in your Bunnings order confirmation email. We’re here to help!

Eligibility for Refunds:

Refunds are available for items returned within 14 days of the delivery date.
To be eligible for a refund, the item must be unused, in its original condition, and in the original packaging.
Proof of purchase, such as an order confirmation or receipt, is required to process a refund.

We do not accept returns or provide refunds where the Product has been altered, modified, tampered with, or incorrectly assembled, whether by the customer or a third party.

Any such alteration voids all warranties (express or implied) and cancels any right to a refund, replacement, repair, or credit.

Non-Refundable Items:

Custom or personalized items
Gift cards
Sale items or items purchased with a discount code
How to Request a Refund:

Contact Us: To initiate a refund, please contact our Customer Service team via the contact seller link in your Bunnings order confirmation email with your order number and reason for return.
Return Instructions: We will provide you with return instructions, including the shipping address for returning your item.
Shipping Costs: Return shipping costs are the responsibility of the customer, unless the item is defective or an error was made on our part. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.

Processing Your Refund:

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed within 7-10 business days, and a credit will automatically be applied to your original method of payment.
If your refund is delayed or missing, please check with your bank or credit card provider, as it may take additional time before your refund is officially posted.
Damaged or Defective Items: If your item arrives damaged or defective, please contact us within 7 days of delivery with photos of the issue, and we will arrange for a replacement or refund at no additional cost to you.

Exchanges: We do not offer direct exchanges. If you need a different item, please return the original product for a refund and place a new order.

Contact Us: If you have any questions or need further assistance, please reach out to our Customer Service team via the contact seller link in your Bunnings order confirmation email.

Refund policy

At Paws and Willow, we are committed to providing high-quality pet furniture and bedding that you and your furry friends will love. However, we understand that sometimes things don’t go as planned. If you are not completely satisfied with your purchase, our Refund Policy is designed to ensure a smooth and fair resolution.

Eligibility for Refunds:
Refunds are available for items returned within 14 days of the delivery date.
To be eligible for a refund, the item must be unused, in its original condition, and in the original packaging.
Proof of purchase, such as an order confirmation or receipt, is required to process a refund.

We do not accept returns or provide refunds where the Product has been altered, modified, tampered with, or incorrectly assembled, whether by the customer or a third party.

Any such alteration voids all warranties (express or implied) and cancels any right to a refund, replacement, repair, or credit.

Non-Refundable Items:
Custom or personalized items
Gift cards
Sale items or items purchased with a discount code

How to Request a Refund:
Contact Us:

To initiate a refund, please contact our Customer Service team via the contact seller link in your Bunnings order confirmation email. with your order number and reason for return.
Return Instructions: We will provide you with return instructions, including the shipping address for returning your item.


Shipping Costs:
Return shipping costs are the responsibility of the customer, unless the item is defective or an error was made on our part. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.

Processing Your Refund:
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.


Approved refunds will be processed within 7-10 business days, and a credit will automatically be applied to your original method of payment.


If your refund is delayed or missing, please check with your bank or credit card provider, as it may take additional time before your refund is officially posted.

Damaged or Defective Items:

If your product is faulty, damaged on arrival, or not as described, contact us as soon as possible (within 48 hours for transit damage) with your order number and photos; we’ll arrange repair, replacement, or refund in line with your rights under the Australian Consumer Law, and we’ll cover reasonable return shipping for approved faulty returns. Proof of purchase is required for all returns.

Exchanges:
We do not offer direct exchanges. If you need a different item, please return the original product for a refund and place a new order.

Change of Mind

For change-of-mind returns, you may request a return within 14 days of delivery provided the item is unused, in resaleable condition, and in its original packaging (including all hardware and manuals). Custom or made-to-order pieces and items that have been assembled, installed, or used aren’t eligible for change-of-mind returns. Return freight is at the customer’s cost and, for bulky goods, must be safely re-packed for courier collection; a modest restocking/inspection fee (up to 60%) may apply to cover handling.


Contact Us:
If you have any questions or need further assistance, please reach out to our Customer Service team.

For any returns, please contact us via the contact seller link in your Bunnings order confirmation email.