FAQ
Check out our Frequently Asked Questions below. If you still need help please contact us.
Shipping
Where do you ship to?
We ship both domestically within Australia and internationally to select countries.
- Domestic Shipping (Australia):
- Free standard shipping on orders over $99 with Australia Post.
- Flat rate of $8 for orders under $99.
- International Shipping:
- Shipping costs are based on the destination country and the weight of the order.
- Final shipping costs are calculated at checkout.
When will my order arrive?
- Processing Times:
- Typically range from 2-7 business days, depending on the nature and stock availability of the product.
- We strive to process and dispatch orders within 1-3 business days after purchase.
- For handmade or custom products, please allow additional lead time on top of the estimated shipping time.
- Shipping Times:
- Standard shipping within Australia is estimated to take 4-7 business days.
Please note that these timeframes are estimates and may vary based on your location and courier demand. If you have any urgent shipping queries or concerns, please contact us directly.
How do I track my order?
After your order is dispatched, you will receive a confirmation email with a tracking number.
- Main Carrier: Australia Post
- Alternative Couriers: If we use an alternative courier, you will still receive a confirmation email with the relevant tracking number.
You can use the provided tracking number to monitor the status and progress of your shipment.
Returns
Do you accept exchanges or refunds?
We do not offer refunds, but we do accept exchanges for incorrect sizes.
- Exchange Window: Exchanges must be requested within 14 days of purchase.
- Condition of Goods: Items must be unwashed, unused, undamaged, and in their original condition with all tags attached.
- Eligible Exchanges: If you ordered the wrong size or color, we will exchange it for the correct size or color.
- Cost Differences: If the new item is more expensive, you will need to pay the price difference.
- Shipping Costs: Customers are responsible for all return and new shipping fees.
- Return Shipping: We recommend using a trackable shipping method to ensure we receive your return and can process your request efficiently.
- Exclusions: No exchanges or refunds will be accepted for sale items or changes of mind.
For any further questions regarding exchanges, please contact us at hello@thepetcentral.com.au before sending any items.
How long does it take to process my return?
The processing time for your return depends on how quickly you ship the products back to us or our suppliers.
- Inspection and Processing: Once we receive and inspect the returned items, we typically ship out the new products within 1-3 business days.
- Overall Timeline: Depending on your location and domestic shipping times, the entire process may take up to 1-2 weeks.
Please ensure you use a trackable shipping method to expedite the process.
Can I change or cancel my order?
Order Changes:
- You can change your order if you entered the incorrect size, color, or design.
- Please double-check all details before purchasing, as sizing can vary between different products and brands.
Cancellation Policy:
- Changes or cancellations are not permitted after 24 hours from the time of purchase.
Incorrect Details:
- If you entered incorrect details, such as your shipping address, please contact us immediately.
Shipped Orders:
- If your order has already been shipped, please refer to our Return Policy and contact us at hello@thepetcentral.com.au for further assistance.
General
How can I join The Pet Central as a brand partner/supplier?
We are always looking for new and exciting brands that share our values to join our growing family! If you're interested in becoming a brand partner or supplier, please email us at hello@thepetcentral.com.au to register your interest. We will gladly provide you with further information.
What happens if I receive a faulty product?
We strive to provide high-quality goods for both pets and humans. However, if you receive a defective, damaged, or incorrect item, please contact us immediately so we can evaluate the issue and make it right.
- Evaluation: Once we inspect and approve the faulty product, we will allow a refund.
- Return Shipping: Customers are responsible for the cost of return shipping. Please ensure the item is appropriately packed and sent with tracking.
- Refund Process: If approved, you will be refunded automatically to your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.
Contact us at hello@thepetcentral.com.au with proof of damage before arranging the return.
Why haven't I received some items from my order?
The Pet Central partners with various brands to offer a wide range of products. As a result, some items may be dispatched directly from our brand partners, while others are sent from our base in Melbourne. This means your order may arrive in separate packages.
- Tracking Information: We will provide a tracking number for each parcel, so you know what to expect.
- Multiple Packages: Receiving more than one package means more excitement each time a new one arrives!
- Handmade/Custom Items: Please note that handmade or custom items may take longer to process and deliver.
If you have any concerns, please contact us at hello@thepetcentral.com.au.