Inexpensive Pet Products Online - FAQ

Is buying from petcareshop.com.au the same as buying from my local vet?
Yes, petcareshop.com.au is a veterinarian owned and operated online shop bringing you the best inexpensive pet products online and quality name brand pet care products at discounted prices.  All with the convenience of shopping 24 hours a day, and fast delivery of discounted pet supplies direct to you.

Why are your prices so cheap?
By selling our pet products online We have lower overheads compared to vets and pet stores, and have negotiated discounts with our suppliers. We pass on our savings direct to our customers.

How much does postage cost? 
We charge just $4.95 for regular postage and handling.    And postage is free for all orders above $250!

When will my order arrive?
We say to allow up to 7 business days for delivery in Australia.  However most orders are delivered by Australia Post within 3 business days (excluding weekends and public holidays).   

Will my order arrive safely?

• All orders are sent by Registered Australia Post eParcel service, ensuring that your order can be traced. 
• If no-one is at home when Australia Post delivers, you should receive a 'calling card' explaining where to collect the parcel from the Post Office.
• If no-one will be at home during the day, you might consider having the order shipped to a work address.
• Instructions to leave - you can also leave special instructions (in the Comments Box during Checkout) for the order to be left in a safe location should you not be at home. Please note, however, that by doing so you take responsibility should the order go missing after it is delivered.

What do I do if my order does not arrive within the delivery guidelines?
Most orders arrive within the guidelines above, however a small percentage may take several days longer.  We suggest waiting a few more days to allow for local delivery conditions.  Please contact us if you have any concerns.

How do I pay for my order, and is it secure?

Payment by VISA/Mastercard:     Petcareshop.com.au accepts payment by VISA and MasterCard via secure online payment services provided by The Commonwealth Bank of Australia.  Your details will be sent to and processed by The Commonwealth Bank of Australia and will not be disclosed to petcareshop.com.au.  This service offers the latest in internet security including 128-bit Secure Sockets Layer (SSL) protocol that was developed to protect confidential information such as credit card numbers from interception by hackers.

Payment by direct deposit/bank transfer:     Select payment by direct deposit /bank transfer during the checkout process if you would prefer to deposit payment into our bank account.  Payment details will be sent by email immediately after purchase when selecting this option.  Please include you name and order number with your deposit.

Payment by cheque/money order:     Select payment by cheque/money order during the checkout process.  Payment details will be sent by email immediately after purchase.  Please include you name and order number with your cheque.

Return Policy
Petcareshop.com.au offers a 21 day money-back guarantee (less shipping costs) from the date of delivery provided the goods have not been opened or damaged and are in their original packaging.  We reserve the right to charge a restocking fee of $10 or 15% of the value of returned goods (whichever is the greater).  Customers are responsible for all shipping costs incurred in returning items except in instances where an incorrect or defective product was shipped.

To arrange for the return of purchased items you must contact us at info@petcareshop.com.au to obtain a Return Authorisation Number.  Petcareshop.com.au will provide written consent to such return.  We require that all returned items be tracked and insured to prevent loss.

Will you keep my personal details private?
Yes.  Petcareshop.com.au will not provide your personal information to third parties without your express permission.  We use your information for the purposes of ensuring an order for goods is delivered to you.  Credit card details are processed by The Commonwealth Bank of Australia or PayPal and are not disclosed to petcareshop.com.au.

How do I place an order?
Ordering your pet products online from petcareshop.com.au is safe and simple. 

1. Browse through our departments under 'Dogs' or 'Cats' on the left-hand side of the page.
   There is also a 'search' box located on the left of the page if you know the product name.
2. When you find a product that you would like to purchase, click 'buy now', or click on the product name or photo to display more detailed product information. 
3. If you wish to purchase more than one of an item, click 'buy now' and then at the Shopping Cart page you will be able to insert the desired quantity.  After you insert a new quantity or remove an item, click 'Update' to effect the changes.
4. To purchase more items click 'continue shopping' and repeat from step 1 to locate and add more items to your shopping cart.
5. To view the contents of your shopping cart, simply click on 'view cart' at the top right of the page (or the shopping cart icon on the left of the page).  You may then make any necessary changes to your cart including changing quantities or removing individual items.  Don't forget to click 'Update' to effect the changes.
6. When you have finished shopping, click 'checkout' (located on the top right of each page, or under your shopping cart list).
7. If you are an existing customer, login using your email address and password.
   If you are a new customer please enter details as prompted.  By creating an account you are able to shop faster, be up to date on an an orders status, and keep track of the orders you have previously made. (it will take less than 2 minutes to sign up, and all your details are kept private in accordance with our detailed Privacy Policy).
   There is also an option to checkout without creating an account.
8. Select a payment method. For your convenience we accept payment by VISA, MasterCard and direct deposit.
9. Click on the blue  "Confirm your Order" button at the end of the order process to ensure your order is fully processed.
10. If you've chosen to pay online using your credit card, enter your card details as requested.
11. You will receive an automatic confirmation of your order by email.  Should you not receive this email, it means that your order may not have been confirmed.  Please contact us immediately at info@petcareshop.com.au if any details are incorrect, or if you did not receive a confirmation email.

What do I do if I have forgotten my password?
Go to the My Account page and click on the "Forgotten your password?" link.  An email will be sent to your email address with a new password within about 5 minutes. If you wish, you can then change the new password to one you prefer.

Do you sell pet foods?
Unfortunately any savings we could pass on to you are outweighed by the cost of delivery, so we do not sell pet foods.

I want to change my order, what do I need to do?
Please contact us immediately at info@petcareshop.com.au or call us on 1300 433 422 or (07) 3374 2000, as orders are often dispatched on the day the order is made.

What if I have any other questions?
If you have any more questions regarding our pet products online please contact us at info@petcareshop.com.au.  However remember to always consult your local veterinarian regarding your pets health as we are not able to provide individual advice.