Customer Support

We completely understand this catches some customers off guard, and we want to be upfront about why we do it.

When you subscribe, we give you a significant discount on the product price, free shipping on your first order, and a free personalised brass dog tag Welcome Kit - all upfront. These are genuine gifts that cost us real money as a small business.

The 90 day commitment (3 monthly orders) exists because Liquid Gold is a daily supplement - the nutrients build up over time and the best results are seen between 60 and 90 days of consistent use. We want your dog to actually get the benefit, not just try it for a week.

We also need this commitment to make the economics work as a small Aussie business - we simply can't offer these discounts and gifts to customers who cancel after one order.

After your 90 day commitment (3 orders) is complete, you can cancel anytime through your subscription portal. Here's how:

• Find your original order confirmation email from RawDawg
• Click the "Manage Subscription" link in that email
• Log in and select the cancellation option

Please note - cancellations are not available during your 90 day commitment period as outlined at checkout.

All of this can be managed directly through your subscription portal - no need to email us!

• Find your original order confirmation email
• Click "Manage Subscription"
• From there you can skip an order, pause your subscription, or change your next delivery date

We encourage you to use the portal for all subscription changes as it's instant - emailing us can take up to 2 weeks to action.

This is a known technical issue that some customers experience. Your subscription does exist - the portal is just having trouble displaying it correctly.

First, please try accessing your subscription using the link directly from your original order confirmation email rather than logging into your account on our website. This usually resolves it.

If that doesn't work, please email us at hello@rawdawgs.com.au with your full name and order number and we'll manually action it. Please allow up to 2 weeks for manual requests.

We understand this can be frustrating and we're sorry if it caught you off guard. Just so you know, the subscription option is outlined at multiple points during checkout:

• On the product page when selecting "Subscribe & Save" vs "One-time purchase"
• At the cart page with a recurring purchase notification
• During checkout with the same notification
• In our Subscription Policy

If you genuinely wanted to try the product without committing, our one-time purchase option is always available at rawdawgs.com.au.

Please email us at hello@rawdawgs.com.au and we'll do our best to help.

We completely understand the confusion and we're sorry about that! The free shipping offer applies to your first subscription order only.

Subsequent orders do incur a variable shipping fee depending on your location. We're working on making this clearer on our website.

If you have any concerns about a shipping charge please email us at hello@rawdawgs.com.au.

First, check your tracking number in the shipping confirmation email you would have received when your order was dispatched.

If your tracking shows the order hasn't moved or there's no update after a reasonable timeframe, it's possible Australia Post has lost the parcel. Please email us at hello@rawdawgs.com.au with your order number and we'll investigate and arrange a replacement if needed.

We're so sorry to hear that! This is unfortunately sometimes caused by Australia Post mishandling parcels in transit.

Please email us at hello@rawdawgs.com.au within 48 hours of delivery with:

• Your order number
• Photos of the damage

We'll get a replacement sent out to you at no charge.

You can update your delivery address directly through your subscription portal. Just log in using the link in your original order confirmation email and update your details under your subscription settings.

Please make sure to do this before your next order is processed to avoid it going to the wrong address.

Here's a general dosage guide based on your dog's weight. These are guides only - feel free to be a little more or less generous depending on your dog:

• Small dogs (up to 15kg) - 5mL per day
• Medium dogs (15-25kg) - 7.5mL per day
• Large dogs (25kg+) - 10mL per day

Simply add the daily serve directly to their food. Most dogs love the taste and devour it straight away!

Don't stress - fussy dogs are actually some of our biggest fans once they get used to it! Here are a few tricks:

• Start with just a few drops and gradually build up to the full dose over a week or two
• Mix it through wet food or bone broth to mask the smell initially
• Try mixing it through some plain cooked chicken or mince
• Warm the food slightly - this can help release the natural fish aroma which dogs love

Give it a couple of weeks - most fussy dogs come around!

Liquid Gold contains: Carp (Cyprinus carpio), kelp, zinc hydrate, selenium, copper sulphate, sodium chloride, water, molasses.

All natural. No fillers. No nasties. Australian made.

Yes! Liquid Gold is safe for puppies. Just follow the dosage guide based on their current weight and adjust as they grow.

Liquid Gold is an all natural supplement, however if your dog is on medication for a specific condition we always recommend checking with your vet before adding anything new to their diet. Better safe than sorry!

Every dog is different but here's a general roadmap:

• Days 1-7: They'll love the taste and devour their food every time
• Days 7-21: Skin calms, scratching starts to reduce
• Days 21-40: Coat gets glossy and thick
• Days 40-70: More energy, joints feeling good, zoomies are back
• Day 90+: Full results - the dog your vet will compliment!

The key is consistency - give it every single day and give it the full 90 days. That's where the magic happens.

Liquid Gold is specifically formulated for dogs. Cats have very different nutritional needs so we can't recommend it for them.

We accept returns of unopened, undamaged products in original packaging within 14 days of delivery. Please note:

• A 20% restocking fee applies
• Return shipping is at your cost
• You must obtain a Return Authorisation (RA) number before sending anything back
• We do not accept returns on opened bottles

For full details please visit our Returns & Refund Policy.

Subscription orders are generally non-refundable as they are fulfilled according to the agreed terms at checkout. Please refer to our full Returns & Refund Policy for details.

If you believe there has been an error or your product arrived faulty or damaged, please email us straight away at hello@rawdawgs.com.au and we'll make it right.

Every new subscriber receives a free Welcome Kit with their first order which includes a personalised engraved brass dog tag - custom made just for your pup!

Sorry to hear that! Please email us at hello@rawdawgs.com.au with your order number and we'll get it sorted for you.

Unfortunately the gold serving spoon is no longer part of our Welcome Kit. This offer has not been available for some time. We apologise if any of our older advertising caused confusion around this.