Frequently Asked Questions
What forms of payment do we accept?
We only accept payment by VISA, MasterCard and Paypal.
*All orders must be paid in full at the time of placing an order.
How can I be sure my details are safe?
Once you have proceeded to Checkout you will be transferred to our secure server (SSL 128 Bit Encryption) to finalise your payment through DPS Express Payment and Paypal, each using state of the art, bank grade security and infrastructure. Please check the Payment Express on paymentexpress.com and paypal.com.au websites for details of their privacy policies and security measures.
Shipping and Delivery
Where do you ship to?
We ship all over Australia. We do not ship internationally. Please check our Shipping and Delivery Details here
How will my order be sent to me?
We use either Toll Priority or Direct Freight Express for all our deliveries.
If a product you have checked out with on shop4pets.com.au is considered to be a bulky product, then we will be in contact with you before we ship out your order if extra freight charges apply.
We do not accept any responsibility for goods lost in return transit.
If your order is placed before 11am, Monday to Friday, it will be dispatched the same day. Unless in the case of a public holiday, disaster or other incident causing the premises to be closed.
What is Authority To Leave (ATL)?
Shop4Pets understands that it can be difficult to be available for every delivery and it is not always convenient to collect items yourself if the courier has missed you. For all goods that are delivered, you are able to nominate to have these goods delivered and left without a signature by ticking YES for the Authority To Leave (ATL) section.
It is important to note that by choosing to have your goods left without a signature, you are waiving any rights you may have been entitled to with a personal delivery. Shop4Pets and our courier cannot be held accountable for any loss or damage that occurs after the item has been delivered.
Please consider where you will be during business hours as this is when our deliveries occur.
What do I do if I have not received my shipping confirmation?
If you have not received your shipping confirmation after 24 hours, always check your email address under your account to ensure your email is current and spelled correctly. If it is correct and you're still not receiving your shipping confirmation, please contact us and we will assist you in tracking your order.
I have received my shipping confirmation but the delivery has not arrived. What do I do?
Your order will take between 2-8 working days to get to you depending on where you are located. This time frame does depend on the dispatch day and the destination address. If your delivery has taken longer than 8 working days please contact us on firstname.lastname@example.org and we will track your delivery for you.
How long will my order take to be delivered to me?
QLD Outer - 1-5 days
NSW Outer - 1-5 days
Vic Outer - 1-5 days
SA Outer – 4-7 days
TAS Outer - 4-7 days
WA Outer - 5-8 days
N.T. - 5-8 days
Australia Metro (under 3kg’s ) – Priority Overnight
Please check our full shipping and delivery details here
What are the freight charges?
We charge freight at a flat rate of $10.00 for items under 3kgs and $15.00 for all items over 3kg’s and under 45kgs.
Can I send items to multiple addresses?
Only one delivery address per order will be accepted. We do not deliver to PO Box addresses.
Can I change the delivery address on my order?
Please contact us immediately and we will attempt to stop the order before it is dispatched and change your information accordingly.
Can I change or add items to my order once I have checked out?
You can only make changes to your order if the order has not yet been despatched. If you do wish to make changes contact us immediately on the same day before 11am or to cancel your order please contact us within 24 hours and we can attempt to stop the order before it has been dispatched.
We cannot however guarantee that your order can be stopped. It is your responsibility to make sure that you check out with the correct items and quantities.
Returns, Refunds Policy
It is very important that you make contact with our Shop4Pets team via email regarding your returns whether. You can do this by emailing us on email@example.com, so that we can issue you with the correct return process and procedure. Simply contact us and we can try and assist you in the best possible way to ensure that you have a pleasant online shopping experience.
Returns and refunds: We will be happy to accept returned, unopened merchandise within 14 days of receipt, in it’s original condition with packaging intact. We will endeavour to refund you swiftly, however, any freight costs and additional handling fees incurred to return the product will deducted from your refund.
- When a product is damaged, claims must be made by notice in writing to us and with clear pictures of the damage to the product within 14 days of receipt
- If the product has been damaged through abnormal use: Unfortunately, neither Shop4Pets nor the manufacturer can offer a refund or replacement where the product has sustained damage due to abnormal use as identified by Shop4Pets, the manufacturer or their agent. If repair is possible, it would be at your direction and cost.
- When a product is faulty, and once assessed by the Shop4Pets team, manufacturer or agent, to determine whether it is a minor or major fault, the item will either be replaced or returned for a full refund.
- The reporting of faulty items must be made within 30 days. No replacement/refund will be given after this period.
If you require further assistance please contact us on the following either by phone, email or in writing:
Please click here to view our full returns and refund policy
What should I do if I am experiencing a technical error?
If our website is experiencing a technical error or you are unable to proceed throughout the checkout process, please contact us