Shipping and returns

The orders placed before 8 am (AEST) will be dispatched within 24 to 48hrs  (Business days only). If the order is through an overseas supplier, the delivery times may vary.

Location

Business Days

Victoria (Melbourne Metro)

1 – 3

New South Wales (Sydney Metro)

3 – 4

Queensland (Brisbane Metro)

3 – 4

South Australia (Adelaide Metro)

3 – 4

Western Australia (Perth Metro)

5 – 6

Tasmania

3 – 4

Northern Territory

5 – 7

NOTE:

The processing of an order starts only when the payment for an order has been made in full. The orders are dispatched usually within 24 to 48hrs (Business days) after receipt of cleared payment by local suppliers. 

The data shared is only estimated and cannot be used to guarantee a delivery on a specific date or time. However, you can always reach out to the courier company to get updates on the order once it is dispatched. 

The delivery timeframes are expected to be affected due to health/climate/festive rush or miscellaneous circumstances.

DELIVERY ISSUES

TRANSIT ISSUE/NO TRACKING UPDATE

The tracking number is provided to you once the package has been dispatched from our warehouse. The tracking number will come live and show movements of the package only when it gets scanned by the courier company in the depot or parcel facility. We will advise you the tracking details as soon as it is received to ensure you have a good customer satisfaction.  

PRODUCT UNDELIVERABLE

A product can be undeliverable due to multiple factors, our team will contact you through email to resolve the matter. 

RETURNED TO SENDER (RTS)

If a product has been RTS, it may be because of the following reasons, 

INVALID ADDRESS: 

Please make sure the address provided by the customer is always correct. Pet Pals does not hold the responsibility for address validation at our end. If the product gets Returned to Sender due to an invalid address then a re-delivery cost will incur. If the customer wants a refund, then a one-way shipping cost along with 15% restocking fees or a minimum of $15.00 will be deducted. 

DELIVERY REJECTED BY RECEIVER: 

If the item is rejected by the receiver, then the order is considered as a change of mind following which shipping, as well as restocking fees, will be deducted. Please note, if an order is a gift purchase, it will be considered the same way as normal orders. 

UNSUCCESSFUL DELIVERY: 

By default, the packages will be dispatched with the status "Authorized to Leave (ATL)". However, this cannot be the case if the product value is high or if the courier company delivery driver does not find a safe place to drop off the package. In such cases, the package will be taken back either to the post office or depot or a parcel collection centre of the carrier company after leaving the calling card in the mailbox. It is the customer's responsibility to monitor the tracking of the package and contact the courier company immediately if they have missed the delivery. A re-delivery cost will incur. 

REMOTE AREAS / FREE SHIPPING EXEMPTED POSTCODES

Effective from 30/01/2023

NSW – REGIONAL

2264-2281, 2311-2484, 2487-2499, 2533-2554, 2575-2599, 2621-2639, 2642-2647, 2649-2707, 2710-2714, 2716, 2720-2730, 2787-2789,2830,2794,2619,2800,2877,2795,2850

VIC – REGIONAL

2648, 2715, 2717-2719, 2731-2739, 3221-3334, 3300, 3342-3349, 3351-3352, 3357-3426, 3444-3688, 3691-3749, 3812-3909, 3921-3925, 3945-3974, 3979, 3984-3999, 3228

QLD - REGIONAL NEAR

4309-4453, 4580-4693,4350

QLD - REGIONAL NORTH

4803, 4806-4999, 9961-9998

SA – REGIONAL

2880-2889, 5201-5749

WA - REGIONAL SOUTH

6215-6700

WA - REGIONAL NORTH

6701-6797

TAS – REGIONAL

7020-7049, 7054, 7109-7150, 7155-7171, 7173-7247, 7255-7257, 7330-7799, 7140

NT

0800-0999

Returns Terms & Conditions

We accept returns for up to 15 days from delivery date, providing it is unopened and in original condition (including packaging). For these purchases you can return your order for a store credit which may incur restocking fees of 15% and an admin fee of $15.00.

    If the item is faulty or not as pictured on the website, you are required to inform Pet Pals within 7 days of arrival of the product.

    A Pet Pal customer service representative must be contacted before returning goods.

    DAMAGED OR FAULTY ITEMS

    If you received a damaged shipment or product, please email photos of the damaged item to orders@petsparade.com.au, include your invoice number and name, and we will work with you to resolve the issue.