Shipping and Returns
For a shipping quote, just use our shipping calculator located on the cart page. Add items into cart and while on the cart page enter your postcode/suburb, then click "Get Quote". Freight will be added to order.
All deliveries are sent using third party providers via Courier or Australia Post and must be signed for when you receive them. It is the buyer's responsibility to ensure there are no breakages or missing items at the time of delivery. By signing for and accepting a delivery you are acknowledging that the product has arrived in good condition. If the packaging is damaged in any way, please inspect the contents prior to signing for it. If no-one is home at the time of delivery the goods will either be returned to the couriers’ depot for redelivery or be taken to your Local Post Office or Local Collection Depot for pick up (Aust Post Deliveries & some couriers). Occasionally the courier's will leave items in a safe area of your home, or hidden out of sight. We provided tracking details with all consignments. Please pay close attention to tracking details for arrival time at destination. We can’t guarantee that shipping companies will follow your shipping instructions or call before delivery. It’s up to the individual drivers’ discretion. It is best to contact the courier company directly if you have any questions regarding your consignment after it has left our dispatch warehouse. We will not accept any claims for lost or missing items after 48 hours of delivery. Delivery of items is to the front of property and is up to the individual drivers’ discretion to handle the goods further onto the property.
Estimated Delivery Times:
Pet Shop Direct endeavours to dispatch orders from our Sydney warehouse within 2 business days from the date payment is received. 95% of orders are dispatched same day if order is placed before 12pm midday. Shipping times are estimated at between 1-10 business days depending on your location within Australia. (or more for some remote or rural Australian locations)
The estimated delivery times are in business days (Monday through Friday) excluding Public holidays.
Sydney - 1-2 Days, 95% of orders placed before 12pm are delivered next day
Melbourne - 1-3 Days
Brisbane - 1-3 Days
Cairns - 3-7 Days
Adelaide - 2-3 Days
Perth - 3-10 Days (depending on size of goods, smaller items go faster)
Rural Areas - 3-14 Days (depending on your location, but can sometimes take longer)
Pet Shop Direct efforts to ship your order according to the estimated delivery times provided, although ship times may change due to changes in supply or circumstances beyond our control. If your product has not arrived after the estimated delivery time, please contact the shipping company directly with your tracking no# for further information.
Orders cannot be cancelled once they have been dispatched. Shipping charges on dispatched orders are the responsibility of the purchaser. Shipping charges will not be refunded on cancelled orders after courier booking has been made by us. Restocking fees may also be charged on cancelled items prior to dispatch.
Delivery of Goods
Limited access delivery: Please ensure there is access to the delivery location. Providing access to apartments and other buildings & housing with security doors, keyed or buzz in access is the sole responsibility of the purchaser. Delivery driver must have clear access to the delivery location, this includes not having animals and pets running around in the front yard. If access cannot be achieved either a calling card will be left or they will try and re-deliver goods on another day. Goods may also be left at your local hub or pick up location if home delivery cannot be achieved. You can arrange re-delivery at a time that is suitable to you, please contact the delivery company directly to liaise or organise re-delivery. Courier company website and tracking are provided upon dispatch of order.
Re-Delivery: If no one is available to sign for goods upon delivery, and goods have to be re-delivered, additional charges may apply. For re-delivery or non-access delivery Please contact the courier company directly with your details and tracking no to organise a delivery that is more suitable to you.
When "Authority to leave" has been granted by the buyer. Pet Shop Direct accepts no liability in the event of stolen or missing parcels. Tracking number will be provided for all deliveries, so you can track your order to delivery destination.
We will endeavour to track and liaise with the freight company if long delays occur, or if parcels go missing. Please understand when parcels leave our warehouse, there are circumstances beyond our control that can affect delivery.
Cancelled orders after dispatch or orders that cannot be delivered will only be refunded once all goods arrive back to our warehouse.
Short supplied items must be notified to us by email within 24 hours of delivery. No claims for short supplied items are accepted after this time period. Contact email: firstname.lastname@example.org
Damaged on arrival claims must be notified to us by email within 5 days of delivery. No claims for damaged on arrival items are accepted after this time period. Pictures must be provided. Contact email: email@example.com
We reserve the right to adjust freight charges for large or bulky items, or for items that are being sent to remote or rural locations. We will always contact you with a special freight quote in those circumstances prior to dispatch. Shipping calculator information is provided by a third-party logistics provider, we cannot guarantee the accuracy of final shipping price for certain locations.
By using this site, you understand and agree to the goods being dispatched using a third-party provider such as Australia Post, or Courier company such as Couriers Please, Fastway, TNT or Allied Express. Please contact us if you require a specific courier company to do your delivery. Additional charges may apply.
PO Box Delivery:
Pet Shop Direct can only send small items to PO boxes within Australia (including Parcel Lockers, PMB, Mail Centre or Post Office). We understand some customers live in rural areas and courier delivery to a home address is not always possible. Items must be able to fit into a 3kg or 5kg Australia Post postbag and not exceed those weights including packing material. Items that do not meet these size and weight requirements cannot be sent at the shipping rates provided by our shipping calculator.
Australia Post Shipping rates on larger parcels are quite expensive to rural areas and PO Boxes. We are happy to give a quote if you want something larger that has to be packed in a box or parcel and delivered to a PO Box Parcel Locker, PMB, Mail Centre or Post Office. Please contact us at firstname.lastname@example.org for a quote. There are size limitations to box size that Australia Post will deliver to a PO Box, Parcel Locker, PMB, Mail Centre or Post Office. Startrack couriers will also deliver to a PO Box, again contact us for a quote first as rates for large items to rural areas or PO boxes can be high. Pet Shop Direct accepts no liability in the event of stolen or missing parcels to PO boxes. Tracking number will be provided for all deliveries.
Pet Shop Direct offer a 14-day money-back guarantee (less shipping costs) provided the goods are returned in original unopened condition, unused, in the original undamaged box including all original packing, packaging and inclusions. The purchaser is required to pay ALL shipping costs incurred in returning items to Pet Shop Direct. Risk of loss or damage to the goods will not be assumed by Pet Shop Direct until the item has been received at our warehouse. We recommend returning items with a tracking number.
Before returning goods, a Return Authorisation (RA) number is required for replacement of products and refunds. Where Pet Shop Direct has provisionally determined that a product is defective, Pet Shop Direct will issue you with an RA. Products cannot be returned without an RA. The Product should be returned within 14 calendar days from issuance of a RA. You must contact Pet Shop Direct to obtain the return shipping address. No responsibility will be taken by Pet Shop Direct for goods returned without an RA number.
Replacement goods will not be shipped until incorrect goods have been returned to our warehouse first.
We may request photos to be emailed of faulty or damaged goods prior to RA being issued.
Orders cannot be cancelled once they have been dispatched. Shipping charges on dispatched orders are the responsibility of the purchaser.
We reserve the right to charge a restocking fee of 15% and replacement cost, or to deny or refuse the return of items that are not in original condition, incomplete, opened, used, soiled, worn or damaged in any way.
Refunds will only be paid back into the original account of purchase.
Credit card purchases will only be refunded back into the original credit card of purchase. PayPal purchases will only be refunded back into the original PayPal account of purchase.
If an incorrect item has been received you must notify us within 48 hours of delivery. We will require photographs emailed to us of the incorrect items received. Incorrect goods must be returned in original condition, unused with original packaging. Replacement goods will not be shipped until incorrect goods have been returned to our warehouse first.
Please contact us to make appropriate arrangements for all warranty Claims. Certain Products may require dealing directly with the manufacturer or product service centre.
We do not cover freight expenses on warranty claims. Freight is entirely the responsibility of the purchaser.
Any re-delivery charges are also the responsibility of the purchaser. Please contact us for shipping quote for re-delivery on warranty claims.
Australian Statutory conditions and consumer rights apply. Nothing in these Terms and Conditions excludes the application of those statutory conditions and warranties.
Policies subject to change without notice. Please see our Terms and Conditions.