HOW DO I TRACK MY ORDER?
All orders from Petpend are sent via a traceable method.
Upon dispatch from our warehouse you will be emailed a tracking number and link to track your parcel.
HOW DO I USE A DISCOUNT CODE?
Once you've reached the checkout stage, enter your discount code into our discount bar and click 'Apply'. If the code is valid, your discount will be applied!
Please note, only one promotion/discount code is redeemable per order.
WHEN WILL MY ORDER BE SENT OUT ?
Orders are dispatched between Monday - Friday 9.30am - 5.30pm AEST/AEDT.
Due to high demand, please allow up to 4 business days from order confirmation to dispatch. This includes quality checking and preparing your order for shipment.
Orders placed on Public Holidays or Weekends will begin their processing on the next business day.
HOW MUCH DOES SHIPPING COST?
We currently offer Free Worldwide Shipping on all orders.
WHERE ARE YOU BASED ?
We are based in Melbourne, Australia and we ship worldwide.
HOW LONG IS DELIVERY ?
We deliver to over 200 countries; including the USA, Canada, United Kingdom, and certain countries around Europe.
Shipping times will vary depending on your delivery location and shipping method.
From 1st of March 2021, we use Australia Post to deliver all orders within Australia.
Australian orders can take between 6 to 11 business days from date of dispatch, although most of the time they arrive earlier. We use that time frame to take into consideration any potential delays during transit, which are unfortunately out of our control.
US orders: 5 to 10 business days via USPS from our US warehouse.
UK, Europe, Canada and NZ orders: 6 to 12 business days via standard shipping.
Rest of the world can take between 9-14 business days from date of dispatch.
Please note, due to COVID-19, some logistics delays can be expected as current volumes are exceeding even the busiest Christmas period, with Australia Post processing close to two million parcels a day. This heavy volume coupled with the impact of social distancing in postal facilities has led to delays.
We are monitoring this situation very closely and we will do everything we can to continue shipping your items as normal.
We appreciate your continued support during this tough time and thank you for being part of Petpend Family.
WILL ALL MY ITEMS ARRIVE TOGETHER?
If you ordered two items on the same day, in most cases you will receive them in one package. However, if one of the items you ordered was low in stock, that's when you may receive one item before the next. So don't panic if you don't receive all of your items at once…they will get to you!
WHAT’S YOUR RETURN/REFUND POLICY?
We accept returns within 30 days of delivery.
Please click here to read our full refund policy.
I DON'T HAVE A TRACKING NUMBER WHEN WILL I GET IT?
Please allow 24 to 48 hours to receive your tracking information after your order has been shipped.
If you still haven't received your tracking information within this timeframe after your order has been shipped, please contact us at email@example.com
OH NO, I ORDERED THE WRONG SIZE OR COLOUR! I PUT IN THE WRONG SHIPPING ADDRESS! CAN I CHANGE IT?
If this happens to you, just contact us as soon as you can and we MIGHT be able to take care of it.
However, we can't make any promises. We usually start processing your order immediately after you place an order.
If your order has already been shipped, take heart. We'll still try to make it right. We know how frustrating it can be to pay for something you can't use.
WHAT IF MY ITEM IS FAULTY?
We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, we will help resolve the problem as fast as possible.
Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us via email at firstname.lastname@example.org. For more information please see our refund policy.
HOW CAN I PAY FOR MY ONLINE PURCHASES?
You can pay by:
- Amercian Express
- Shop Pay
- Google Pay
- Apple Pay
- Afterpay (AUS, UK, NZ and Canada only currently).
We are working on US Afterpay :)
WHAT IS CURRENCY CONVERSION ?
Currency conversion means you pay and order your items in your country's native currency, which means no conversion fees!
The currencies supported via our multi-currency gateway are:
- Australian Dollar (AUD) (this is our default currency)*
- United States Dollar (USD)
- Canadian Dollar (CAD)
- Pound Sterling (GBP)
- Euro (EUR)
- New Zealand Dollar (NZD)
*if you don’t see your currency above, the total order amount will appear in our default currency at checkout; AUD. However, don't be alarmed as it will convert to your usual currency as it will state in your bank account. This means, you will still get charged in your usual currency after payment but will the website will state the dollar amount in AUD at checkout.
WHO DO I CONTACT IF I'M HAVING TROUBLE ORDERING ONLINE?
At any time message us on our Official Facebook Page or email us at email@example.com
DO YOU CHARGE ANY CUSTOM FEES?
For our UK customers you’ll be charged a Customs Duty on gifts and other goods sent from outside the EU by your local government if they’re above a certain value.
Anything under £135 No charge. Anything worth £135 -£630, 2.5% depending on the goods your purchase and you can obtain more information by contacting your local government.
NEED ANY FURTHER HELP?
At Petpend we're always working to improve your experience with fast, simple and easy online shopping; we would love to hear your feedback and ideas from placing your order.
Email us at: firstname.lastname@example.org