The place they always come back to.

We offer fast and reliable shipping across our supported regions.

• Orders are processed within 1–2 business days
  
• Estimated delivery time: 5–10 business days depending on location
  
• Tracking details are provided once your order is shipped
  
• Shipping times may vary slightly during peak periods or holidays
  

For any delays or issues, our support team is available to assist you.

Your purchase is backed by our 12-month manufacturer warranty.

• Covers defects in materials and workmanship
  
• Applies under normal use conditions
  
• If you experience any issues, contact us with your order details and photos
  

We will repair or replace the product where applicable.

If your Comfort Stairs arrive faulty or damaged

Our Comfort Stairs are compressed for shipping, so they may take up to seven days to fully expand and settle into their intended shape after unpacking. This is completely normal, so please allow this time before assuming there is an issue.Once your stairs have had time to settle, if something still does not look right, please email support@cloudpaws.com with your order number, a short description and clear photos or video of the issue.If we confirm a manufacturing fault, we will organise a replacement at no cost to you. There is no need to return the original pair unless we specifically ask you to. You are welcome to keep, repurpose or dispose of them in the way that works best for you.

If your dog has not taken to the stairs

Every dog approaches something new differently. Some are up and down straight away; others need a little time, patience and encouragement.We ask that you give your Comfort Stairs a genuine 30-day try. Start slowly, use familiar treats, and if you need a hand along the way, email us. We are always happy to share a few simple tips to help your dog build confidence.If, after 30 days, your dog still has not taken to their Comfort Stairs, email support@cloudpaws.com and let us know what you have tried. If we agree the stairs are not the right fit, we will guide you through our Try & Donate Promise.Here is how it works:

1. Choose a local canine physio, veterinary clinic or animal-care practitioner that would genuinely benefit from receiving the Comfort Stairs. This can be your own provider or one you know locally.
2. Send us their details and we will contact them to confirm they are happy to accept the donation.
3. Once confirmed, drop the Comfort Stairs off and send us a photo of the handover as proof of donation.
4. We will refund your purchase.

If you would like to share the handover photo publicly, we would love to see where the stairs are going next. Please only include other people in the image if they have given permission.

This policy is designed to make sure a set of Comfort Stairs can still bring comfort to another dog, even if they were not quite right for yours.

This policy operates in addition to your rights under Australian Consumer Law.