Everything you need — FAQ, contact, policies, our story and more.
Help Centre
Frequently Asked Questions
The Product
Will my pet actually play with it?▼
94% of pets engage with The Pouncy Ball within 60 seconds. The unpredictable movement triggers natural hunting instinct. If your pet doesn't take to it, our 30-day Catisfaction Guarantee covers you fully.
How long does the battery last?▼
Up to 6 hours on a full charge. USB rechargeable — fully charged in around 90 minutes. Most pets tire out before the battery does.
Does it work on carpet?▼
Yes — specifically engineered to work on both carpet and hardwood floors. Most competitor toys get stuck on carpet. The Pouncy Ball doesn't.
Is it safe for kittens and puppies?▼
Completely safe for pets of all ages from 3 months up. Non-toxic ABS plastic, bite-resistant casing. Use slow mode for younger animals.
What's included in the box?▼
The Pouncy Ball, USB charging cable, and your free feather tail add-on. Everything you need straight out of the box.
How do the 2 speed modes work?▼
Slow mode is great for kittens, seniors and smaller pets. Fast mode is for high-energy animals. Switch between modes by pressing the button on the bottom of the ball.
My product stopped working. What do I do?▼
First try a full charge (90 minutes via USB). If still not working, email us at support@pouncy.com.au — we'll replace it or refund you, no questions asked.
How long does shipping take?▼
Orders ship within 24 hours. Standard delivery is 3–7 business days Australia-wide. You'll receive a tracking number by email once dispatched.
Do you ship internationally?▼
Currently we ship within Australia only. International shipping is coming soon.
How do I track my order?▼
You'll receive a tracking number by email once your order ships. You can also visit the Track Order section on this page.
What is Priority Processing?▼
Priority Processing ($4.99) means your order skips the queue and ships same day if placed before 2pm.
What is the 30-Day Catisfaction Guarantee?▼
If your pet doesn't love The Pouncy Ball within 30 days — full refund, no questions asked. You don't even need to return it. Email support@pouncy.com.au and we'll process your refund immediately.
How do I return my order?▼
Email support@pouncy.com.au with your order number. We'll sort it within 24 hours. In most cases you don't need to return the product.
How long do refunds take?▼
Once approved, refunds are processed within 2–3 business days back to your original payment method.
Our Story
We Made This For Our Pets. Then For Yours.
Pouncy started with a bored cat, a frustrated owner, and a very ignored pile of expensive toys.
How It Started
Like most pet owners, we'd tried everything. Feather wands, laser pointers, plush mice, interactive feeders. Everything got sniffed once and forgotten. We started researching what actually triggers a cat's hunting instinct — prey is unpredictable. It changes direction. It stops and starts. Every toy we tried moved in circles. So we set out to build something different.
Building The Pouncy Ball
We spent months testing different movement patterns, motor types, surface materials and sizes. We wanted something that worked on carpet AND hardwood, ran quietly enough to leave on while we slept, and lasted long enough to actually matter. The result was The Pouncy Ball — something pets can't resist, can't predict, and can't get bored of.
What We Stand For
🐱Pets First
Every decision starts with what's best for your pet.
✅Actually Works
Tested by thousands of pets before it reaches yours.
🛡️Zero Risk
30-day guarantee. Full refund. No questions asked.
12,000 orders later, we're still focused on exactly that. When you reach out, you talk to us. When something goes wrong, we fix it.
Policies
Refund Policy
Last updated: June 2026
🛡️ 30-Day Catisfaction Guarantee — if your pet doesn't love The Pouncy Ball, we'll refund you in full. No questions, no return required.
Our Guarantee
If for any reason you or your pet are not satisfied within 30 days of receiving your order, contact us and we will issue a full refund to your original payment method.
Eligibility
- Request must be made within 30 days of delivery
- Item must have been purchased directly from pouncy.com.au
- You do not need to return the product in most cases
How to Request a Refund
Email support@pouncy.com.au with your order number. We respond within 24 hours and process refunds within 2–3 business days.
Damaged or Defective Items
If your item arrives damaged or stops working due to a manufacturing defect, we will replace it or refund you at no cost. Contact us within 30 days with a photo of the issue.
Policies
Shipping Policy
Last updated: June 2026
🚚 All orders ship within 24 hours. Australia-wide tracked delivery in 3–7 business days.
Processing Time
Orders are processed and dispatched within 24 hours Monday–Friday. Add Priority Processing at checkout to ship same day if ordered before 2pm.
Delivery Times
- Metro: 3–5 business days
- Regional: 5–7 business days
- Remote: 7–14 business days
Shipping Cost
- Free shipping on orders over $50
- Standard: $7.95 for orders under $50
- Priority Processing: $4.99
International Shipping
Currently shipping within Australia only. International shipping coming soon.
Policies
Privacy Policy
Last updated: June 2026
Information We Collect
When you make a purchase we collect your name, email, shipping address, and payment information (processed securely — we never store card details).
How We Use Your Information
- To process and fulfil your orders
- To send order confirmations and shipping updates
- To respond to your enquiries
- To send marketing emails (with your consent — unsubscribe anytime)
Sharing Your Information
We do not sell your personal information. We share data only with trusted third parties necessary to operate our business — payment processors, shipping carriers, and email providers.
Your Rights
You have the right to access, correct, or delete your personal information at any time. Contact us at support@pouncy.com.au.
Policies
Terms of Service
Last updated: June 2026
1. Acceptance
By using pouncy.com.au, you agree to be bound by these terms.
2. Products
All products are subject to availability. We reserve the right to discontinue any product at any time.
3. Pricing
All prices are in Australian Dollars (AUD) and include GST. Prices at the time of your order are honoured.
4. Orders
By placing an order you confirm all information provided is accurate. We reserve the right to refuse any order at our discretion.
5. Shipping
Delivery times are estimates only and not guaranteed. We are not responsible for delays caused by shipping carriers.
6. Returns
Please refer to our Refund Policy for full details of our 30-Day Catisfaction Guarantee.
7. Intellectual Property
All content on this website is the property of Pouncy and may not be reproduced without written permission.
8. Limitation of Liability
To the maximum extent permitted by law, Pouncy is not liable for any indirect or consequential damages arising from the use of our products or website.
9. Governing Law
These terms are governed by the laws of Australia. Contact us at support@pouncy.com.au for any questions.