Shop Fast and Safe
Fast delivery $5.95 Australia-wide

FAQ's

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. 

Low Price Guarantee

We're proud of our low prices. If you find the total price of the products you wish to buy advertised cheaper on any Australian online store we will match their  price*.  Just give us a call before you place your order so we can implement the price match

(*Price match applies only to advertised price from an Australian online retailer of animal health products for in-date, Australian registered product sold in retail  quantities  and  applies to the "total basket price"  including all taxes, P&H and other charges. You must contact us before you place your order so we can implement the price match. Price match guarantee excludes pet food and products that weigh over 1 kg and does not cover competitor sale prices, "with coupon" offers, cash back or promotional offers and member discounts, or prices advertised on ebay or other auction or marketplace websites, group buying sites or member sites. We reserve the right to decline to price match if doing so would result in us selling products at below cost or otherwise making an unacceptable loss.)

How much does postage cost?

We charge just $5.95 for postage no matter where in Australia you live, or how much you order. And postage is free for orders over $275! US and Canadian residents pay just $15.95 flat rate postage. Express shipping within Australia is available on most items for a small additional cost. Please call us on 1300 433 422 during office hours to arrange express shipping.

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). Delivery to customers in Western Australia, remote areas and to addresses in USA and Canada may take a few days longer. Express shipping within Australia on most items is available for a small additional cost. Please call us on 1300 433 422 during office hours to arrange express shipping. Please take care to ensure the address you give us is current and correct. We reserve the right to pass on costs incurred as a result of incorrect or incomplete address information being provided.

I don't live in Australia, can I still order from you?

If you don't live in Australia, we recommend you visit our sister website VetShopMax. VetShopMax still gives you the savings of an Australian based, vet owned business, but has all prices in US dollars and a North American call center and has been serving customers in the USA and worldwide since 1999. Click here to Visit VetShopMax. However, customers with delivery addresses in the USA or Canada can order from PetCareShop.com.au. Please note that all prices on PetCareShop.com.au are in Australian dollars and your credit card or paypal account will be charged in Australian dollars. Your card issuer may also charge a small conversion or foreign transaction fee.

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 at [email protected] if you have any concerns.

*Please ensure that you provide your full address when ordering. We cannot be responsible for non-delivery if you do not provide the correct address. All orders are your responsibility once delivered to your address (whether or not someone is home to accept collection). If you have given us or the delivery company (such as Australia Post) "authority to leave" you are confirming that it is safe to leave the item at your premises if no one is home, and we cannot accept any responsibility for loss, theft or damage once delivered).

Please note under Australia Post rules effective from 2 April 2017, you will be deemed to have given "authority to leave" if the post office staff member believes it is safe to do so unless you expressly opt out. If you do not want the parcel left if no one is available to sign for it , please write "DO NOT LEAVE WITHOUT SIGNATURE" in the comments box during checkout.

How do I pay for my order?

Payment by VISA/Mastercard: Petcareshop.com.au accepts payment by VISA and MasterCard via secure online payment services provided by St George Bank/Eway.  Your details will be sent to and processed by St George Bank/Eway and will not be disclosed to petcareshop.com.au.  This service offers the latest in internet security including 256-bit Secure Sockets Layer (SSL) protocol that was developed to protect confidential information such as credit card numbers from interception by hackers.

Payment by PayPal

Payment by direct deposit/bank transfer (Australian customers only): 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. Please note our bank account details recently changed, so please use the account numbers notified on screen and in the confirmation email.

Payment by cheque/money order (Australian customers only): 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 [email protected] 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 St George Bank 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', 'Cats' or 'Brands'.
    There is also a 'search' box located at the top right of the page if you know the product name.
  2. When you find a product that you would like to purchase, click 'choose option', or click on the product name or photo to display more detailed product information. 
  3. To purchase more items click 'continue shopping' and repeat from step 1 to locate and add more items to your shopping cart.
  4. To view the contents of your shopping cart, simply click on 'view cart' at the top right 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.
  5. When you have finished shopping, click 'checkout' 
  6. 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.
  7. Select a payment method. For your convenience we accept payment by VISA, MasterCard, PayPal, direct deposit and cheque.
  8. Click on the "place order" button at the end of the order process to ensure your order is fully processed.
  9. If you've chosen to pay online using your credit card, enter your card details as requested.
  10. 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 [email protected] 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 "Forgot your password?" link.  An email will be sent to your email address with a link to enter 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 at the moment  we do not sell pet foods but we will be very soon. Please subscribe to our newsletter to ensure you get the latest news on all our new products.

I want to change my order, what do I need to do?

Please contact us immediately at [email protected] or call us on 1300 433 422 or (07) 5456 4427, 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 [email protected].  However remember to always consult your local veterinarian regarding your pets health as we are not able to provide individual advice.

 

 

 

Contact us

Still have a question, or perhaps some feedback? We keep all correspondence to email rather than phone so that we have a record of the conversation. Our customer service team will respond Monday-Friday 9am-5pm. Contact us