Frequently Asked Questions
Shipping & Delivery FAQ's
Where is PETZOO located?
We are located in Brisbane, Australia.
How long will it take for my order to be dispatched?
If you place an order before 1.00pm Monday to Friday, your order will generally ship the same day. This will be the case for 95% of the orders we receive. If you select the courier shipping option (Fastway or Couriers Please), your order will generally ship the next day.
Do you ship to PO Boxes?
Yes, we do ship to PO Boxes via Australia Post.
Where does my order ship from?
We ship from Brisbane, where our warehouse is located.
Can I pick my order up from your warehouse?
Unfortunately, we do not currently have a pickup option.
What if I am not home when my parcel is delivered?
Australian parcels delivered by Australia Post will be left at the premises if deemed safe by the postman, and a photo will be taken of the location. If the delivery driver deems the location unsafe, the package will be sent to your local Post Office for collection. You can now create an account via the Australia Post MYPOST site and redirect parcels to another location, or work address or your local Post Office for collection and safe keeping.
I entered the wrong address when I ordered, what can I do?
If you have not had a dispatch notice by email, get in touch with us immediately, noting your order number, and the correct address, and we will try and change the details for you. If your order has already shipped, and you have registered on MyPost, you can re-direct parcels up to an hour before delivery by logging on.
Returns & Issues FAQ's
If I am not happy with the product I have ordered, can I return it?
Yes, we have a 30-day money-back guarantee. If the product is not faulty, it must be in its original condition. For change of mind or incorrect sizing, the customer is responsible for the return shipping costs.
The product I have ordered does not fit my pet, can I return this?
Yes. Please be aware that customers will be responsible for the return shipping costs. We can only give a sizing guide online and as each pet is different the guide will not work 100% off the time. You will need to try the item on to get the best fit.
My product was damaged when it arrived, what do I do?
Please contact us at email@example.com right away and we will have this sorted out for you. Products will break from time to time in transit. Please, if possible, take a couple of photos of the issue before getting in touch, so we can assess what went wrong. We will give you details on where to send them, once you get in touch.
Can I cancel my order?
You can cancel your order 8 hours before shipment. If you place an order before our shipping deadline and want to cancel it, it will likely not be cancelled as we are packing & shipping any new orders to be sent out right away. You can however return any items that are not wanted.
What are your payment options?
Can I make an order by telephone?
Currently, you cannot make an order over the phone. All orders need to be placed online via our safe and secure payment gateway.
Can I lay by my pet purchase?
Unfortunately, we do not accept lay by for purchases in our web store, but AfterPay may suit you.
I want to order a product in bulk, can I get a discount?
Depending on the product and the amount needed, we can look into this for you. We consider bulk as 20+ of a certain item.
I cannot see a certain product on your website, can you get it in?
We do from time to time have coupons and specials. To keep up to date with this, please like us on Facebook and subscribe to your mailing list.
When is customer service available?
Our customer service team is available 9.00am to 5.00pm Monday to Friday.
Do you sponsor or donate to animal shelters?
Yes, we do have many animal shelters that we support. If you are an animal shelter and are looking for donations, please contact us at firstname.lastname@example.org.