COVID-19 Information COVID-19 Info
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Coronavirus (COVID-19) Frequently Asked Questions

Updated: 08/07/2020

At PETstock we pride ourselves on supporting pet parents in giving the best care they can for their pets, and in these challenging times we think it’s important to share relevant and important information about the COVID-19 situation.


We’ve put together the below FAQs in the hope to answer some of the many questions
we are receiving from around the country from worried pet parents.

Should you have any additional concerns about the COVID-19 specifically we suggest you call:

AUS Coronavirus Health Information Line: 1800 020 080


How do the Metro Melbourne restrictions impact PETstock stores in those locations?

We are still open, stocked and ready to help. We continue to provide our zero contact Click and Collect and Same Day Delivery services and as an essential service, our stores remain open with pet services such as Grooming and DIY Wash still available. Note PETschool classes have been postponed until further notice (see more details below).

Can my pet be infected with the COVID-19 virus?

Currently, there is limited evidence that companion animals can get infected with COVID-19 and no evidence they can pass it to humans.  
As a precaution if you have contracted COVID-19, try to have your pet cared for by another member of your household and avoid kissing and snuggling with your pet and don’t share food.  Until more information is known, avoid contact with unfamiliar animals and always practice good hygiene washing hands before and after the interaction. 
If you have further questions, please reference the latest Government news
https://www.health.gov.au/news/health-alerts/novel-coronavirus-2019-ncov-health-alert
Or we encourage you to visit the links below:
https://www.cdc.gov/coronavirus/2019-ncov/faq.html#animals
https://www.who.int/emergencies/diseases/novel-coronavirus-2019/advice-for-public/myth-busters


What can I do to best protect myself and my pet?

The World Health Organisation (WHO) website is an excellent resource with regards to general hygiene advice and recommendations, which we have summarised below:

  • Frequently and thoroughly clean your hands with an alcohol-based hand sanitizer or soap and water
  • When coughing and sneezing cover your mouth and nose with flexed elbow or tissue – throw the tissue away immediately and wash your hands
  • Avoid touching your eyes, nose or mouth
  • Avoid close contact for you and your pet with anyone who has a fever or cough 
  • Avoid greetings that include physical contact e.g. handshakes, high-fives
  • If you are unwell, remain at home and follow the guidelines provided by the WHO 

What is PETstock doing in stores to support its team members and customers during the coronavirus (COVID-19) outbreak?

PETstock is supporting its team members and customers by ensuring all store and vet staff have received hygiene information and have been directed to follow this advice.

We are continuing to monitor government health recommendations and requirements and have reviewed and updated operational procedures where required to ensure stores can continue to operate at the highest standards in this unprecedented environment. Specifically, we are:

  • Providing information sheets to stores and clinics – Coronavirus and Hygiene 
  • Providing informative posters for all sites 
  • Providing travel warning updates and implementing restrictions to company travel 
    • All international travel is being postponed  
    • Anyone arriving back into Australia or New Zealand as per government advice, must self-isolate for 14 days 
    • All non-essential, non-business critical domestic travel is being reconsidered in consultation with management 
  • Monitoring the situation daily and making sure the business is fully prepared to react to any suspected and/or confirmed cases 
  • Sharing information and suggestions provided by the World Health Organisation on a regular basis

What happens if there is a COVID-19 case in my local store?

If one of our team members is confirmed with COVID-19, we will let you know immediately. In this instance we will close the store and follow the most recent Government / WHO protocols, until we are given approval to reopen by the Department of Health.


Will my local PETstock Vet still be able to see my pet?

We understand customers will be concerned about the welfare of their pets should they have to self-isolate or are unable to physically visit a vet.   PETstock Vet hospitals will still treat your pet if you have been diagnosed with COVID-19 – customers can call 13 PETS for more information.

Alternatively, you can text or video chat with a veterinarian in Australia 6am to midnight from the comfort of your own home on our PETstock Vet Chat service https://www.petstock.com.au/vet/chat


Can I still pay for my purchase with cash?

With the health and safety of our team and customers our number one priority, we encourage customers to use the contactless payment options available, including EFTPOS, Zip, Afterpay and gift cards


Will the supply of product be impacted?

We are working with all supply partners to ensure we keep our shelves stocked with essential items for all pets. Despite increased demand on some items we are working hard to ensure we have stock available at all times. Customers are encouraged to search online if you can’t find the item you need in store. Item limits may apply.


Can I still order my pet needs online?

PETstock offers a delivery service and this is available to any pet parents unable to shop in-store. Visit https://www.petstock.com.au/

If you are self-isolating, when placing your order please select authority to leave when advising on your preferred shipping method.


15 minute Click and Collect orders are great but I don’t feel comfortable entering the store. Do I need to enter the store to complete a Click and Collect transaction?

PETstock offers a convenient and free Click and Collect order service where you can browse and select online and collect in-store. From the moment the order is placed, we’ll have it ready for collection within 15 minutes. If you are not comfortable entering the store, you can call the store upon arrival and we will bring the order out to the car for you. Visit https://www.petstock.com.au/


Are Puppy School classes still running?

School is back in the majority of our stores and has begun with some restrictions. Please note all PETschool classes in stores located within Metro Melbourne have been postponed until further notice. To discuss restrictions, check availability or when our next Puppy School class starts, please call your nearest store.

Metro Melbourne stores impacted: Altona, Box Hill, Braeside, Brighton East, Camberwell, Carrum Downs, Chadstone, Chelsea, Clifton Hill, Clyde North, Craigieburn, Cranbourne, Eltham, Essendon, Hawthorn, Hoppers Crossing, Keysborough, Kilmore, Know, Lilydale, Melton, Mitcham, Mornington, Mornington Central, Ormond, Pakenham, Prahran, Rosebud, Somerville, South Melbourne, Sunbury, Taylors Lakes, Vermont South.


Can I still use the DIY dog wash service?

Yes! You can still keep your buddy squeaky clean in our DIY Dog Wash, although we do ask that you adhere to the following guidelines:

  • Please speak to a team member prior to use
  • No more than one person in the Dog Wash bay at a time. Members of the same household may enter the bay together, if required
  • Please observe 1.5m social distancing
  • Gloves will be provided and in some locations must be worn as a condition of use.

We are also completing additional cleaning of our dog wash facilities for everyone’s safety.


Does PETstock offer Same Day Delivery?

Same Day Delivery services are available in VIC Metro, NSW Metro & QLD Metro locations and have a $7.50 shipping fee (Introductory price).

Same Day TimeslotOrder Cut-off TimeDelivery Timeframe
Same Day Afternoon Delivery10:00 AM13:00 - 17:00 Weekdays

Are PETstock Grooming salons still open?

Yes! Our grooming salons are open and our highly trained groomers are ready and waiting to pamper your pet. To make a booking simply click here or phone your nearest store.


One customer (18+) only to delivery and collect dog

One customer in grooming salon at a time

Social distancing guidelines (1.5m) apply

If unwell, contact us to reschedule appointment*

Contactless payment preferred#

*Someone else may collect the dog on your behalf. Please call the store to advise.
#EFTPOS, Zip, Afterpay and gift cards accepted.