Shipping

For a shipping quote, please use our shipping calculator located at the bottom of the cart page. Add items into cart and while on the cart page enter your postcode/suburb, click the "Get Quote" button & freight cost will be displayed.

All deliveries are sent using third party providers. The Couriers we use are Australia Post, Couriers Please, Aramex and Team Global Express (Formally Toll)

Estimated Delivery Times

Pet Shop Direct endeavours to dispatch orders from our Sydney warehouse within one business day from the date payment is received. Most orders placed before 11am Mon-Fri are usually dispatched same business day. 

The estimated shipping times are in business days (Monday through Friday) excluding public holidays.

Sydney 1-2 Days

Melbourne 1-3 Days

Brisbane 1-3 Days

Cairns 3-7 Days

Adelaide 2-3 Days

Perth 3-10 Days 

Rural Areas 3-14 Days (depending on your location, but can sometimes take longer)

Australia Post Express Post estimated shipping times:

NSW: 1-2+ business days

Interstate: 1-3+ business days

Pet Shop Direct endeavours 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 check the tracking or contact the shipping company directly with your tracking number for further information. If your order has not arrived a week past the estimated delivery day, let us know and we will chase it up for you.

Orders cannot be cancelled once they have been dispatched. Shipping charges on dispatched orders are the responsibility of the purchaser. Shipping charges cannot be refunded on cancelled orders after courier booking has already been made by us.

Cancelled orders after dispatch or orders that cannot be delivered will only be refunded once all goods arrive back to our warehouse.

Australia Post has a size restriction of 1m and weight restiction of 22kg. We can not send parcels over these measurements/weight with Australia Post or Australia Post Express.

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. If you have a gate key code it may be provided on the shipping message at checkout. Delivery driver must have clear access to the delivery location, this includes not having pets & animals running free in the front yard. If access cannot be achieved either a calling card will be left or they will try and re-deliver on another day. You can arrange re-delivery at a time that is suitable to you, please contact the delivery company directly to liaise or organise a re-delivery. Goods may also be left at your local post office, collection depot, hub or pick up location if home delivery cannot be achieved. Courier company website and tracking number are provided upon the dispatch of your order. Tracking and fulfilment information are provided by Shippit (our freight partner) via SMS and email. Please ensure you have provided your correct email address and phone number to be notified of delivery during dispatch and on the day of delivery.

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 tracking number to organise a re-delivery on a day that is 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.

Large & Bulky Items: 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, Aramex or Toll Team Global Express. Please contact us if you require a specific courier company for 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 Australia Post postbag and not exceed 5kg total weight 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 info@petshopdirect.com.au 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.

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.

Shipping Errors & Damaged on Arrival:

If an incorrect item has been received you must notify us within 2 days 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 and labels intact. Replacement goods will not be shipped until incorrect goods have been returned to our warehouse first. 

Short supplied items must be notified to us by email within 2 days of delivery. No claims for short supplied items are accepted after this time period.

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: info@petshopdirect.com.au