Contact information

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Contact Us

Last updated: July 3, 2026

Welcome to Keriz. We are committed to providing you and your dog with high-quality pet products and exceptional customer service. Whether you have a question about our products, need assistance with your order, or want to inquire about returns, we are here to help make the process simple and straightforward.

1. Direct Contact Details

You can reach our customer support team directly via the following channels:

*Note: When contacting us regarding an order, please include your order number, the checkout email address, and any relevant product details or photos (for damaged/incorrect items) so we can assist you as efficiently as possible.

2. Business Information & Identity

To verify our official corporate identity, please find our legal business details below:

  • Legal Company Name: BRAND NEW RETAIL PTY LTD
  • Store Name: Keriz

Registered Physical Address:

BRAND NEW RETAIL PTY LTD
UNIT 5 196-198 ROWE STREET
EASTWOOD, NSW 2122
Australia

3. Customer Support Hours

Our customer service team reviews and processes inquiries during the following hours:

  • Support Hours: Monday - Saturday: 9:00 AM - 5:00 PM (AEST - Australian Eastern Standard Time)
  • Response Time: We strive to respond to all inquiries within 24–48 business hours. Please send one clear message per issue to avoid delays in processing your request.

4. Dog Toy Order & Support Guidance

If your inquiry is about our dog toys, please include the product title along with specific details (e.g., toy type, size, material, or damaged areas). For product validation, clear, close-up photos of the physical item and its packaging are highly helpful.

Please note: While we are happy to help with order statuses, missing pieces, shipping updates, and returns, Keriz does not provide veterinary diagnoses, animal training plans, dog behavior guarantees, or claims that any toy is completely indestructible. You are responsible for supervising your pet's playtime.