Our products are shipped via selected couriers and Auspost throughout Australia, subject to quarantine restrictions. It is your responsibility to ensure that the shipment is permitted under your state’s quarantine restrictions. Refunds would not be processed if your shipment is returned or confiscated.
The delivery fee is calculated on the weight, dimensions and destination postcode of each parcel. In some instances (eg. bulky but light-weight parcels), the cubic weight of the parcel applies rather than the actual weight.
Tracking is available once your order has been shipped. Please follow up directly with the courier services provider or Auspost about the status of your shipment.
Items in stock are dispatched within 3 business days of receipt of payment, unless otherwise notified of circumstances beyond our control.
It is the customer’s responsibility to ensure that their delivery details are correct. Please check that your delivery details are correct prior to confirming your online order. Customers whose parcels have been returned to us due to incorrect delivery details may incur an additional postage charge for re-delivery.
Refunds or replacements will not be provided for change of mind, purchases of the wrong size, type of colour.
All our parcels are carefully packed before they are mailed out. If your parcel arrives damaged, please contact courier services provider or Auspost directly for resolution.
We undertake to replace any product delivered to you that is faulty or damaged, if it can be proven that it is due to our fault. If you wish to return a faulty or damaged product, you must notify us in writing at info@thepetshoppe.com.au, so that we can process your replacement appropriately. We require photo proof to assist with the assessment of your claim.
We may request that faulty or damaged goods be returned to us, so that we may inspect them before providing and exchange or refund.
If goods are deemed to be faulty or damaged, we will refund your return postage charges. We recommend that returned products be sent by registered and insured mail to:
The Pet Shoppe
PO Box 138
Fitzroy
VIC 3065
We accept no responsibility for loss or damage to goods occurring in transit on return to The Pet Shoppe. Goods are not deemed to be received by us until they arrive at our shop. If a product is replaced, your replacement product becomes your property and the returned product becomes our property. When a refund is given, the returned product becomes our property.
All returned goods must be sent with a copy of The Pet Shoppe’s invoice as proof of purchase and the return reference number.
We also undertake to exchange or refund any undamaged product purchased from us so long as it is returned unused and with proof of purchase within thirty (30) calendar days of the invoice date. If undamaged goods are returned to us for exchange or refund, we do not refund any packing and postage charges. Return of undamaged goods for exchange or refund is entirely at your cost and risk. Goods that have been opened, used, tags or packing/instruction manuals removed, or goods sold on a “no return basis” cannot be returned, unless faulty.
