Help & FAQ
Delivery, returns and ordering help for you and your companion.
Where do you deliver, and what does it cost?
We deliver across Australia. Delivery orders must be over AUD $50; qualifying orders receive free shipping. Orders of AUD $50 or less cannot be completed for delivery.
How long does delivery take?
Estimated total delivery time is 4–12 business days, excluding weekends and Australian public holidays. This is an estimate, not a guaranteed arrival date. Delivery details.
Can I return a product?
Our store policy accepts defective and non-defective products in new or slightly used condition within 30 days of delivery. Contact us first, then return by mail. Customers arrange the return label for ordinary store-policy returns. No restocking fee applies, and refunds are processed within 7 days after the returned item is received and accepted. We do not offer voluntary exchanges.
These conditions do not limit Australian Consumer Law remedies, including applicable replacement rights and reimbursement of reasonable return costs for faulty goods. Full returns policy.
Which payment methods can I use?
Card and bank-transfer payment setup is in progress. Use only methods actually offered at checkout. Icons describing planned options do not mean those options are already available. Never send card details by email. Payment details.
How do I track my order?
Enter your order number and billing email on the order tracking page, or view orders in your account. Contact us if you cannot find an order or need delivery help.
Can I change my delivery address?
Contact us as soon as possible with your order number and the corrected address. Changes may not be possible after dispatch; we will advise what can be done.
How do I choose food or a size?
Read the manufacturer label for species, life stage, ingredients and feeding instructions. Check the selected product variation before ordering. Ask your veterinarian about allergies, medical conditions or special dietary needs.
Opening hours
Monday–Friday: 9 am–5 pm
Saturday: 9 am–1 pm
Sunday: closed
All times are Sydney local time (AEST/AEDT). Public holiday hours may vary; contact us before visiting.