After purchasing the Cloud Paws 4 Step for our old boy, he unfortunately wasn’t able to use them after much coaxing. We contacted Ricky to request refund and return instructions. Not only did we... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Great customer service..dog jacket are a little on the small size but go up a size ..beautifully made and excellent quality
Company replied
My little cavalier loves it so much! Chooses to come and go as he pleases without jumping up or off and waking us up😂🙏 great addition to our family
Company replied
Can’t fault this company! Bought some dog stairs for my mum and her dog for Mother’s Day. Arrived so quick, and couldn’t be happier with the quality! Will definitely order again
Company replied
Company details
- #12 of 12 best companies in Pet Store
Written by the company
CloudPaws is an Australian premium pet wellness brand on a mission to bring elevated comfort, dignity, and joint protection to dogs at every stage of life. Based in Fortitude Valley, Queensland, we design vet-informed pet equipment that protects aging joints, restores independence for small and senior dogs, and looks beautiful inside the modern Australian home. Our hero product, the CloudPaws Comfort Stairs, was developed in collaboration with veterinary physiotherapists to solve a problem we kept hearing from owners: their dogs were straining, hesitating, or being lifted onto sofas and beds — and existing pet stairs were either flimsy, plastic-heavy, or an eyesore. Our orthopaedic memory foam stairs feature a 17° vet-designed curved incline that reduces hip flexion and spinal compression on every step. A non-slip rubber base keeps them stable on hardwood, tile, or carpet. A removable, machine-washable suede cover keeps them fresh. And a rigid internal chassis means zero wobble, completely silent operation, and confidence for even the most hesitant dog. CloudPaws Comfort Stairs come in three sizes — 2-step, 3-step, and 4-step — supporting dogs from small breeds under 10kg right up to large breeds of 90kg. Four muted, premium colourways (Cumulus, Oatmeal, Slate, and Heather) are designed to blend into contemporary interiors rather than clash with them. Every order is backed by our 30-Day CloudPaws Guarantee — a full refund, no questions asked, if your dog doesn't take to the stairs within 30 days. We ship Australia-wide within 1–3 business days, with free shipping on orders over $100 AUD. We believe pets deserve the same comfort their humans do. Whether you're caring for a senior Labrador, a small Dachshund, or a post-surgery recovery, CloudPaws is here to give them their independence back — gently, beautifully, and without compromise.
Contact info
48 Currimundi Ct , 4505, Burpengary, Australia
- support@cloudpaws.com
- cloudpaws.com
3.7
Average
37 reviews
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Replied to 100% of negative reviews
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I bought the 4 step dog stairs in…
I bought the 4 step dog stairs in cream...don't buy them if you have a light coloured couch as the back of the stairs has black fabric on it that has permanently stained my cream leather couch....I will have to get a professional in to remove the stain...tried everything to remove it myself with no success. Reached out to cloudpaws twice to let them know and for a refund with no reply.
31 August 2026
Unprompted review
I bought 3 co-pilot dog car seats
I bought 3 co-pilot dog car seats. My dog loved hers so much we bring it into the house for her to sleep on. The only other bed she has been happy with before now has been my bed! I bought 2 extras for my children’s fur babies. The postage was quick and the bed looks great and has been approved by my dog.
22 August 2026
Unprompted review
Reply from Cloudpaws
Hi Tracy,
Thank you so much for your wonderful five-star review and for choosing three Co-Pilot seats!
We’re delighted that your dog loves hers so much that it comes inside for bedtime too—that is the sweetest seal of approval. We hope your children’s fur babies enjoy theirs just as much.
It’s also wonderful to hear that your order arrived quickly and that you’re happy with how the Co-Pilot looks. Your support truly means the world to us.
Kind regards,
CloudPaws
Cheap Rubbish from China - Be Careful & Check 1 star reviews
STOP!! Do not buy unless you understand they are not a company in Queensland. They market from Queensland but the products are cheap rubbish from China. Google Yuntu AU as this is where the package will come from and will explain this “Aust Company”. If you are going to buy anything, check eBay first out will be 1/3 of the price. I wish I could leave a photo what arrived. I bought the Cocoon Coat and the reason why the sizing is so small is because it is cheap and nasty Chinese rubbish. Buyer Beware! The reviews are FAKE!
10 August 2026
Unprompted review
Reply from Cloudpaws
Hi Jane,
We are sorry about that, we are an Australian company, and as that we can offer you a full refund firstly and replace it free of charge. If your purchase isnt good, that is what we can do for you as we are sorry about this.
The other reviews are real and genuine, as a small business based on Queensland we try our best to support our customers.
Please check you inbox for an email from support@cloudpaws.com to address your concerns, as they are serious, provide you a refund and replacement as you are entitled to.
They would be express shipped to you.
Thanks,
Ricky
Nothing like advertised
The Co Pilot i received was nothing like what is advertised on their website. It is a fake copy. I was so disgusted I have thrown it away as it is unsafe for my dog, cheaply made, no logo, made in China from nylon material. The website is a total misrepresentation of the product I received. The company is run by AI not an Australian company as advertised. Scam! They seem to remove negative reviews.
7 August 2026
Unprompted review
Reply from Cloudpaws
HI Julienne, thank you for this feedback. We are sorry the quality doesn't meet expectations, we are happy to issue a full refund for it, as part of our guarantee naturally. We haven't used AI to manage these, these are real images, and our reviews are real.
We do acknowledge your purchase wasn't as intended and appreciate this feedback. We will email you to arrange the refund and a free exchange, as this shouldn't happen as the quality we are always trying to make the highest quality possible.
Thank you for this honest feedback, we will continue to improve.
Thanks,
Ricky
Incredible customer service
The customer service that cloudpaws has provided to me has been nothing short of wonderful. I ordered a bed and when it arrived it was not as the website described. I contacted cloud paws and they got back to me really quickly with major apologies, as it had turned out it was an issue with the manufacturer. They agreed to refund me partially for the original bed and are sending me a new bed free of charge due to the disappointment with the original bed. These guys are so lovely and helpful, and restored my faith in people. Thank you for your help and generosity to get this sorted for me.
5 August 2026
Unprompted review
Reply from Cloudpaws
HI Paige, thank you so much for that. We are glad this has fixed the issue, being bigger items we have found the manufacturer issues have caused us some issues we are sorry about that
Items were not despatched for over a…
Items were not despatched for over a week and it was three weeks before they arrived.
Given my dog needed them earlier, after a surgery, I returned them and had to pay the postage myself.
Pretty poor. Buy from somewhere else.
23 July 2026
Unprompted review
Reply from Cloudpaws
Hi Jasmeen, we’re truly sorry for the experience you had, especially as you needed the stairs for your dog following surgery. We completely understand your disappointment with both the delivery delay and the return postage.
This is certainly not the experience we wanted for you. Please email us at support@cloudpaws.com so our team can look into your order personally and see how we can help.
Again, our sincere apologies for letting you and your dog down.
Happy pooches and humans.
I made the purchase of 2 Solace Cloud beds for my ageing pooches after reading lots of reviews for lots of beds. The sides of their old beds had collapsed and were difficult to clean. No regrets at all with the purchase. Great response from the Cloudpaws team and prompt postage.
The dogs settled into them as soon as I set them up and seem very content. Good quality memory foam and fabric.
Happy pooches and happy humans.
7 August 2026
Unprompted review
Reply from Cloudpaws
We are so glad to hear this thank you John, we appreciate that very much.
We look forward to hearing from you again.
Thanks,
Ricky
DO NOT BUY
DO NOT BUY.
I bought a car seat from them and it's clearly some cheap fake version compared to the website. It has no branding, no structure and is one of the worst quality pet items I've received.
My review has been deleted from their website to keep their review rate high and whilst they've offered a replacement they have no idea when they can actually supply one.
Avoid this brand.
6 August 2026
Unprompted review
Reply from Cloudpaws
Hi Sallyanne,
We're truly sorry for your experience and sincerely apologize that we let you down. We completely understand your disappointment, and this is not the standard we strive to provide.
We had hoped to make things right by offering a replacement from our updated production batch, but we completely respect your decision. As requested, we've now processed your full refund.
Thank you for your feedback. It helps us continue improving, and we're genuinely sorry that your experience with CloudPaws wasn't the one we wanted you to have.
Have been asked to write a review but…
Have been asked to write a review but still waiting on my delivery and the tacking number is not wokring
3 August 2026
Unprompted review
Reply from Cloudpaws
Hi Mandy,
Thank you for this feedback, we are sorry about that, there has been logistical issues due to the size of the items with tracking delays from the couriers. Can we email you to address this?
As for the review please ignore that, that was an automation that we have fixed which we are sorry about that.
Will email you shortly!
Thanks,
Ricky
Great customer service..dog jacket are…
Great customer service..dog jacket are a little on the small size but go up a size ..beautifully made and excellent quality
29 July 2026
Unprompted review
Reply from Cloudpaws
Thank you so much for your wonderful review! We're so happy to hear you're pleased with the quality of the jacket and had a great experience with our customer service. Thank you as well for sharing the sizing tip—it'll be really helpful for other pet parents. Give your pup a cuddle from all of us at CloudPaws! 🐾
Great customer service, great product
OK so I made a mistake in my order for the three step dog stair, I ordered the two step. I sent an email immediately after to notify Cloudpaws of my mistake and paid the price difference. Unfortunately, their warehouse was too efficient and they sent out the 2 step which I promptly received. I informed the company and they apologised and then sent me the 3 step for no extra cost. Great customer service.
The quality is excellent and the stairs look great too.
My dog is still experimenting with them, he still likes to levitate onto the sofa despite a back injury. I would definitely recommend
1 July 2026
Unprompted review
Reply from Cloudpaws
Thank you so much for your thoughtful review! We're delighted we could help get everything sorted, even after the mix-up. It means a lot to hear that you're happy with both the quality of the stairs and the support you received. We hope your pup continues to gain confidence using the stairs at their own pace, especially while recovering from their back injury. Thank you again for your recommendation—it truly means the world to our small team! 🐾
Best customer service ever from CloudPaws
Absolutely fantastic customer service from this company and their staff CloudPaws. I could never recommend them highly enough. I have their dog coats their dog bed and their car seat and all products are of top quality.
Give them a try I’m sure you won’t be disappointed
16 July 2026
Unprompted review
Reply from Cloudpaws
Thank you so much for your incredibly kind words! Your support truly means the world to our small team. We're thrilled to hear you're loving the dog coats, bed, and car seat, and that you've had such a positive experience with our customer service. Thank you for recommending CloudPaws to other pet parents—we're so grateful to have you as part of the CloudPaws family. Give your furry friend a big cuddle from us! 🐾
Large The Co-Pilot by CloudPaws
We bought the large The Co-Pilot by CloudPaws. The car seat is super soft and looks so comfortable for our Cocker Spaniel Cookie. Delivery took a little longer than expected but when contacted the company responded super quickly. It fits super well in the back of our car.
Very happy.
19 June 2026
Unprompted review
Reply from Cloudpaws
Hi Tayna,
Thank you so much for this feedback, we greatly appreciate it. Yes we have found that our shipping can be improved, and working hard on to achieve that as we want to aim at the fastest shipment possible for you to ensure the best experience. We take this very seriously, and greatly appreciate you being so understanding of that it wasn't the perfect experience you deserve.
We will strive to improve our services to you and look forward to seeing you again!
And we are so happy to hear you love the product we are so happy to hear that and your gorgeous Cocker Spaniel.
Thanks,
Ricky
Great customer service
I have to give this company a good review for customer service. Admittedly the comfort stairs we ordered for our groodle didn’t work because he probably isn’t ready for them just yet, but cloudpaws didn’t hesitate to follow up with us. I do believe the stairs are too soft for a heavier dog but we will keep them and see how he copes with them in a few years time when he actually needs them.
16 July 2026
Unprompted review
Reply from Cloudpaws
Hi Janine,
Thank you for this honest feedback, we appreciate it deeply and will use it to improve our product and service. We will continue to improve the product to support larger dogs and their needs more to ensure this is a better fit.
If you are interested could we email you for a free exchange of our newest version to address this free-of-charge as your dogs health is so important we want to make sure you got what you paid for.
Thanks,
Ricky
They have been awesome to work with…
They have been awesome to work with they are very responsive and timely with any questions or concerns highly recommend them
13 July 2026
Unprompted review
Reply from Cloudpaws
Thank you ery much for this feedback Debby, we greatly appreciate it.
Happy with my quality products
My experience with CloudPaws has been very good. They were quick to respond via email to any concerns I had, and just as quick with a solution. Shipping was a bit slow , but the product itself is absolutely fantastic. I have the stairs and the Co-Pilot. The Co-Pilot is a beautiful rich olive green with furry lining . Looks easy to keep clean, with a removable cushion in the base. . My dog loved it so much he fell asleep in it. There are some straps attached to the Co-Pilot , one goes around headrest, and a couple more which I am unsure what to do with. Maybe a small instruction sheet showing where to use the straps might be helpful. CloudPaws have gone above and beyond to make sure my experience with them has been outstanding. The quality of their products is well thought out making each piece look aesthetically stylish as well as functional. I really am very happy with both their Customer Service and products
Thank you CloudPaws
14 July 2026
Unprompted review
Reply from Cloudpaws
Thank you so much for this feedback Debra, this means the world to us!
Thanks,
Cloudpaws
The transaction with CloudPaws was very…
The transaction with CloudPaws was very easy and straightforward. Communication was key and they kept me informed at all times when order was delayed. I had to return one of the items and the process was hassle free. Very happy with the service.
26 June 2026
Unprompted review
Reply from Cloudpaws
Hi Jelsi,
Thank you so much for this review, we appreciate that. We are glad your experience was positive and we are here to always support you as that is important as your trust in us means the world to us.
Thank you so much for your support of our small business.
Thanks,
Ricky
As I needed stairs and a high density…Great Comfort Stairs
As I needed stairs and a high density foam bed as soon as possible for my 9-year-old Cavoodle (who has luxating patellas), I had to cancel my order due to Cloud Paws’ slow shipping recently. However, I was fully refunded, and Ricky surprised me with sending a free set of Comfort Stairs by way of apology. This was certainly not expected, but I’m grateful. The Comfort Stairs are a great design and well made. Now my dog can manage to get up on the couch without me having to lift her up all the time.
25 June 2026
Unprompted review
Reply from Cloudpaws
Hi Linda,
Thank you so much for taking the time to update your review. We truly appreciate your kindness and for giving us the opportunity to make things right.
We're sorry again for the shipping delays you experienced. While we know it caused frustration, we're grateful for your patience and understanding throughout the process. Your feedback has helped us identify areas where we can continue improving.
It means so much to hear that the Comfort Stairs are working well for your Cavoodle. Knowing that your pup can now get onto the couch comfortably without needing to be lifted is exactly why we do what we do.
Thank you again for your support. We wish you and your furry companion many happy, comfortable years together!
Thanks,
Ricky
Slight delay but worth the wait
I ordered 2 x dog stairs. After a few weeks I still had not received my order and they had not been shipped. I sent off an email and got a response and an apology. I was refunded half the order and nearly 3 weeks after ordering, they arrived. Yes the delivery time and communication could be improved, but the stairs are great.
19 June 2026
Unprompted review
Reply from Cloudpaws
Hi Sam,
Firstly, we apologize for the delay in the shipping times, we are workign with our fulfillment partners to make it 1 week tops which is what it should normally be. We are very sorry for that inconvenience we have caused there.
We are glad to offer that as compensation for your patience, as your dogs wellbeing is so important so we are genuinely grateful to have the opportunity to support you in a positive way and your understanding for our business.
We will continue to strive to improve our services, this feedback is so important and most importantly, we hope this helps your dogs wellbeing and everyone in your family!
Thanks,
Ricky
Great customer service
Great customer service, very well made product and great stairs for my animals
4 June 2026
Unprompted review
Reply from Cloudpaws
Thank you very much we appreciate this feedback, Fiona
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