Frequently Asked Questions

We are located in Brisbane, Australia.

If you place an order before 1.00pm Monday to Friday, your order will generally ship the same day. This will be the case for 95% of the orders we receive. If you select the courier shipping option (Fastway or Couriers Please), your order will generally ship the next day.

Yes, we do ship to PO Boxes via Australia Post.

We ship from Brisbane, where our warehouse is located.

Unfortunately, we do not currently have a pickup option.

Australian parcels delivered by Australia Post will be left at the premises if deemed safe by the postman, and a photo will be taken of the location. If the delivery driver deems the location unsafe, the package will be sent to your local Post Office for collection. You can now create an account via the Australia Post MYPOST site and redirect parcels to another location, or work address or your local Post Office for collection and safe keeping.

If you have not had a dispatch notice by email, get in touch with us immediately, noting your order number, and the correct address, and we will try and change the details for you. If your order has already shipped, and you have registered on MyPost, you can re-direct parcels up to an hour before delivery by logging on.

Yes, we have a 30-day money-back guarantee. If the product is not faulty, it must be in its original condition. For change of mind or incorrect sizing, the customer is responsible for the return shipping costs.

Yes. Please be aware that customers will be responsible for the return shipping costs. We can only give a sizing guide online and as each pet is different the guide will not work 100% off the time. You will need to try the item on to get the best fit.

Please contact us at info@petzoo.com.au right away and we will have this sorted out for you. Products will break from time to time in transit. Please, if possible, take a couple of photos of the issue before getting in touch, so we can assess what went wrong. We will give you details on where to send them, once you get in touch.

You can cancel your order 8 hours before shipment. If you place an order before our shipping deadline and want to cancel it, it will likely not be cancelled as we are packing & shipping any new orders to be sent out right away. You can however return any items that are not wanted.

Payments can be made with a Mastercard, Visa, American Express, zipPay or AfterPay.

Currently, you cannot make an order over the phone. All orders need to be placed online via our safe and secure payment gateway.

Unfortunately, we do not accept lay by for purchases in our web store, but AfterPay may suit you.

Depending on the product and the amount needed, we can look into this for you. We consider bulk as 20+ of a certain item.

We do from time to time have coupons and specials. To keep up to date with this, please like us on Facebook and subscribe to your mailing list.

Our customer service team is available 9.00am to 5.00pm Monday to Friday.

Yes, we do have many animal shelters that we support. If you are an animal shelter and are looking for donations, please contact us at info@petzoo.com.au.