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FAQs

Delivery

Do you deliver to PO boxes?

As we use a courier service to deliver your order, we are only able to deliver to a physical address and not P.O. Boxes, Private Bags etc.

Do you deliver to Parcel Pod?

No, We do not.

Can I provide delivery instructions?

Yes, during the checkout process there is a comment box for special delivery instructions. When providing instructions to courier driver to leave parcel at a specific location, you are committing to full responsibility of the parcel and investigation into lost parcels in this instance needs to be managed by the customer who placed the order directly with the courier company. We take no responsibility for lost parcels when requested to be left at a location.

Can I ship to an overseas address?

We currently only deliver within Australia and do not ship internationally at this stage.

Shipping

How long will my order take to arrive?

We aim to have orders dispatched within 2-3 business days and then once picked up our courier partners can take up to 10 business days to deliver. We will get in touch with customers if their order has had a significant delay.

*Please be aware they may be extra delays or waiting periods due to COVID-19 Restrictions and Lockdowns in some areas and states, your package may travel in effected areas to get to you.

Has my order been shipped yet?

Once your order has been dispatched from our warehouse, you will be sent an email to confirm your order is on it's way to you.

Costs

How much does shipping cost?

Shipping costs are calculated at checkout. There is a $8.95 flat rate delivery for all products Under 1kg or total cart weight of 1kg or free delivery on all orders over $99 if your cart includes a bulky/heavy item this will void free shipping.

All product prices are displayed in $AUD unless stated otherwise and shipping is additional.

 

Returns & Refunds

How do I return my purchase?

You can email us (contactus@petsconnect.com.au) We can assist Monday-Friday

View our return policy here 

I have requested a refund; how long will it take until I see this in my account?

Once we have confirmed that your refund will be processed, the full amount will take around 3-5 business days to be refunded and show in the account you originally made the payment from.

Changes

Can I change or cancel my order?

You cannot make changes to your order once you have checked out, however if you wish to cancel your order, please contact us within 24 hours.

I have received confirmation but have been contacted that an item is out of stock.

It can happen that an item may be short dated, damaged or out of stock and we will only find out when we pick your order. Although this does not happen often, if it does occur our team will contact you to arrange a replacement item or arrange a refund of the amount paid to your original payment method. 

 

Your Account

Set Up

How do I create an account?

Click on the symbol of a person at the top right of the page, next to the shopping cart icon. Enter your details in the fields provided as well as the password you want, click the check box to accept the terms & conditions, and finally click the ‘Create Account’ button to finalise your account creation. You will receive an email to confirm your account has been created.

Account Changes

How do I update my details?

When logged in, click on the person icon in the top right of the screen, next to the shopping cart icon. This will bring up a speech bubble menu.

Within that speech bubble menu, click on ‘Account Details,’ which will take you to a new page where you can change your basic account details, such as your name and the phone number linked to the account.

Once you have changed your details, click ‘save’ to finalise your changes.

How do I update my email address?

When logged in, click on the person icon in the top right of the screen, next to the shopping cart icon click on ‘Account Details,’ which will take you to a new page where you can change your basic account details. Next, click on the check box beside ‘Change Email’ to bring up the email change section. Enter your new email address into the field labelled ‘email’ and enter your password into the field labelled ‘current password’ to authorise the email address change.

To finish the process, click on the ‘save’ button to confirm the changes made to your email address.

How do I update my password?

When logged in, click on the person icon in the top right of the screen, next to the shopping cart icon. Click on ‘Account Details,’ which will take you to a new page where you can change your basic account details. Next, click on the check box next to ‘Change Password’ to bring up the password change section. First, enter your current password in the appropriate field, followed by your new password in the fields that request it.

Once you have chosen your new password, click on the ‘save’ button to finalise the change.

How do I update my default billing/shipping address?

When logged in, click on the person icon in the top right of the screen, next to the shopping cart icon. Click on ‘address book,’ which will take you to a page where you can change your billing and/or shipping address. Click on the ‘edit address’ button underneath your current address to change it.

When you have finished filling in the details for your new address, click on the ‘save address’ button to confirm your changes.

Returns Policy


Policy

What is the Pets Connect Online refund policy?

If you are not completely satisfied with a product you have purchased from us, you can return that product to us within 7 days in a re-saleable condition and we will happily replace, repair within a reasonable timeframe or refund the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable.

This excludes the 100% Satisfaction Guarantee on selected Superior Nutrition food lines which is above and beyond this policy.

For example, any product that has been personalized, e.g. an identification tag that has been engraved, will not be accepted as a return unless it is faulty.

See below for more information regarding online returns delivery charges.

What are my rights under the ACCC Consumer Law?

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure this does NOT include any damages caused by your pet.

Where a failure does not amount to a major failure, Pets Connect Online is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to us will be borne by you.

What is Pets Connect Online delivery refund policy?

There are no refunds on delivery charges unless the item is a fault of Pets Connect Online and you are eligible for a refund. If your product is faulty or damaged in transit, we will replace the item and ship it at no additional cost to you.

Returns

Can I exchange a product which was purchased online?

Simple answer, no.

How do I return a product I purchased online?

If your product is faulty or you would like to return your item for other reasons please contact us at sales@petsconnect.com.au

My pet won't eat the food I've ordered!

As outlined in the refund policy, we will happily refund the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable. Pets Connect Online are unable to accept opened pet food.

It is important when trying new dog or cat food, that you introduce the food gradually to your pets’ diet.

The product I received is faulty or defective.

If you receive a faulty product from us or it is damaged in transit on delivery to you, you can return it to us and where our returns team will investigate. If the product is faulty we will replace the product with an identical product or a refund.

 

Refunds

How long will it take to receive a refund for a product purchased online?

The refund can take up to 5 – 7 business days after it has been approved due to bank transaction time frames.

Proof

Do I need to show receipts to return or refund a product?

Yes, all returns must be accompanied by proof of purchase.

If I am unable to find my Tax Invoice can I use a bank statement as proof of purchase?

Unfortunately we cannot accept bank or credit card statements as proof of purchase.

If you have registered an account with us you will have access to your purchase history and will be able to retrieve your invoice from there. Guest shoppers may contact our Customer Service Team for assistance, however copies of Tax Invoices will not be provided if lost or misplaced.

Payment

Payment Methods

What payment methods do you accept?

We accept payments via PayPal, Visa, Mastercard, AMEX or any of the Buy Now Pay Later partners that we have. If purchasing using Visa or Mastercard your billing/shipping address and name will need to match that of what your bank holds about you to prevent fraud. Our checkout process uses a sophisticated system that detects fraudulent cards, if we are notified we will have the right to cancel your order. As such you contact us that you genuinely want the order we will ask for proof of ID such as a drivers license that match's the name and address used for your order in the event a chargeback is attempted we will pass your ID over to the bank institution your Credit Card/Debit Card uses.

 

I don't have a credit card, can I still make a purchase?

Yes, you may use a Visa or Mastercard debit card to complete your purchase - a secure online payment option.

What will appear on my statement?

All purchases made by Credit Card will have SP* PETSCONNECTONLINE appear on your statement.

Security

Are my credit card details safe?

To ensure safety of your credit card details we use DPS Payment Express which is a PCI DSS compliant card authorisation and payment processing service.

PayPal

How do I sign up for a PayPal account?

Opening a PayPal account is free and easy - simply visit paypal.com.au and follow the instructions to get started.

Online Shopping

Delivery

My order has not arrived, what should I do?

  • Head to your account to check that your parcel has been dispatched. If so, on your confirmation email you should have a Track & Trace number that you can use to track your parcel. You can contact the courier service for an update. Alternatively if there is no Track & Trace number please contact us.
Confirmation

I have not received an order confirmation

If you have not received your order confirmation after 1 business days of placing your order, please contact us for the status of your order.

I have not received a shipping confirmation

If you have not received your shipping confirmation after 2-3 business days of placing your order, please contact us. You should also check your spam or junk inbox.

Purchasing

Can I place an order over the phone?

No, for accurate stock control we only accept through the website at this stage.

Do I need an account to purchase online?

You may checkout as a guest when making a purchase online, however as a guest you will not receive the benefits of shopping as you do when you create an account including:

  • Full online purchase history for your convenience
  • Shop faster with access to your previous orders
  • Exclusive offers and deals sent to your inbox
  • Create and share wishlists

Can I purchase a gift voucher online?

Unfortunately not at this time.

 

Changes

Can I edit an order I've placed?

If you need to edit your order or change shipping address you will need to contact sales@petsconnect.com.au within 24 hours of placing your order please provide your order number for quicker processing.

Can I cancel an order I've placed?

Not at this time, if you need to cancel your order you will need to get in touch with us at sales@petsconnect.com.au If your order has already been dispatched, we will not be able to cancel your order, and you will instead need to return the items to receive your refund. 

Can I exchange an item?

At this stage we do not offer exchanges

Can I return an item?

At this stage, no. When you purchase an item you are doing so with the intent of using it so you will need to decide if this product is right for you before agreeing the contract.

Refunds

Can I get a refund if an item has changed price since I ordered?

We cannot pre-emptively expect any sales, so unfortunately we will be unable to refund a difference in price after you have placed your order. 

What happens to my refund if my card is no longer valid?

We are only able to give a refund to the exact same payment method. If you paid with a card that is no longer valid, then we would recommend getting in touch with your bank directly to confirm how the process will work for you in regard to a refund. 

Order Issue

My order is missing an item

If your order has arrived with a missing item, please get in touch with us as soon as you can so we can investigate and resolve this for you as quickly as we can. 

An item has arrived broken

Unfortunately items can sometimes be broken during transit - if this has happened, please get in touch with us (please include photos of the broken item) so we can arrange for a replacement to be sent out to you. 

An item I purchased is faulty

If you suspect that an item you have purchased is faulty, please get in touch with us (with photos) so we can then arrange for a replacement to be sent out to you. 

Laybuy

Process

How does Laybuy work?

Laybuy lets you receive your purchase now and spread the total cost over 6 weekly automatic payments. Interest Free.

Limitations

How much can I spend?

Laybuy have built their system to include an instant credit reference check via their third party provider, Centrix. When you create your account, Centrix performs a credit and identity check that is used to assign your Laybuy "limit" based on your credit history.

What products can I buy using Laybuy?

All products on our website are eligible to be purchased with Laybuy excluding gift vouchers. 

Timings

How often am I charged?

Laybuy offers online shoppers a simple interest free payment plan that lets you secure your purchase today and pay for it in 6 equal payments, once a week for 6 weeks.

The first payment equal to one sixth of the purchase price occurs once your order is completed. The remaining 5 payments are processed each week on the day of the original purchase from your nominated card. No further action is required and all account information including a payment schedule can be viewed, at any time, through your Laybuy account.

Account

How do I create a Laybuy account?

You can either create a Laybuy account through their website, laybuy.com, or you'll be directed to create an account when you choose "Pay by Laybuy" at checkout.

Quality Products

High Quality Products From All Stocked Brands

Local Business

Located In Queensland

Free Shipping

Free Shipping On Orders Over $99*

Safe & Secure Payments

AfterPay, Zip, LayBuy, Visa, Mastercard, Paypal