Frequently Asked Questions
Question: Is shopping with Petaz.com.au secure?
Question: When will my order be dispatched?
Orders are dispatched within 1-3 business days after an order is placed. Some of orders will be dispatched same day by Australia Post.
Question: How will I know that my order has been shipped?
A shipping confirmation email will be sent to you as soon as your order is dispatched. If you do not receive an email within 72 hours of placing your order, please contact our customer service team at [email protected].
Question: How long will it take for delivery?
Depending on the location, orders are delivered within 3-14 business days. In our experience, most orders are delivered within 3-5 business days but we do advise customers to allow for 14 working days. If your order is not delivered within 14 business days, please contact our customer service team for assistance.
Question: Can I change my order?
To make any changes in your order, please contact our customer service team on hotline 0484866886 ( Text Sms) or via email at [email protected] at the earliest. Your order will be amended if it has not been shipped.
Question: How much are the shipping charges?
We offer Free Shipping on all orders over $49 to most of the cities and regions, however we have to make special arrangements for some areas which are not covered by our postal/courier partners. In such cases, cost will depend on the weight and zone defined by our courier partners and customers will be charged accordingly.
Question: Can I return my order?
If you wish to return your order, please contact our customer service team within 14 days of delivery. No returns will be accepted unless authorised by our team. Please ensure that the order is in a sealed condition and returned in its original packaging.
Question: Can I cancel my order?
Please contact our customer service team on hot line at 0484866886( Text Sms) or via email at [email protected] at the earliest. Your order will be cancelled if it has not been shipped.
Question: Can I place an order without registering?
Yes you can. If you do not wish to register, you can use the guest login for checkout. Please bear in mind that in some cases you may not receive our newsletters or special offers if you are not a registered member.
Question: How do I check the status of my order?
You can check the status of your order by logging into your account online and clicking on the order number. Alternately, you can contact our customer service team and they will track it for you.
Question: My order was delivered damaged, what do I do?
If your order was delivered damaged, please email us a picture and details at [email protected]. We will be in touch with you to resolve this to your satisfaction.
Question: I have forgotten my password, what can I do?
Please click on the “Your Account" button on the Home Page. Click on the “Forgot Password” button there to receive an email with your password details to your registered email address.
Question: How can I change my account details?
You can change your account information anytime by signing into your account and updating the relevant information. Alternatively you can contact our customer service team for assistance.
Question: Sometimes images on website are different from product received, why?
All images shown are for illustration purposes only. Actual product may vary due to product enhancement or supplier change. Sometimes, due to differences in monitors, colors of products may also appear different to those shown on the site. Also, some products may have an associated image only, which are for reference and illustration purpose only.