COVID-19 Information | Victorian Delivery Delays COVID-19 Info I Vic Delays
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Coronavirus (COVID-19) Frequently Asked Questions

Last edited: 27/08/2020

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


Victorian Update

Australia Post Delays

Over the last three weeks, Australia Post has experienced a significant increase in demand as Victorians have increased their online buying due to stage 4 lockdowns. At the same time, the Australia Post business has been required to make additional adjustments their process and deliverie workforce to comply with the State Government's COVID Safe restrictions.

As a result of the constraints on the network and the continuing rise in parcel volumes, speed and ability to deliver has been impacted and come customers may experience delays of up to 5 days on top of the expected ETA

For regular updates on how the pandemic is impacting on our network and service, please visit the Australia Post COVID 19 web page below

https://auspost.com.au/about-us/news-media/important-updates/coronavirus

We want to provide comfort to all Victorian pet parents out there that PETstock is here to help and we'll be with you every step of the way as we navigate these challenging times through Stage 4 restrictions in metropolitan Melbourne and Stage 3 restrictions in the rest of Victoria.


Our doors are open

PETstock and PETstock Vet are here for all pet parents, as a business that falls under the Victorian State Government’s definition of providers of essential services for animal health, welfare, and the sale of pet food, we will continue to provide the products and services your pet needs to live their healthiest, happiest life.

That means we'll continue to serve you through our entire network of stores and our online delivery services. Our zero contact Click and Collect service will continue and if you prefer not to enter the store, you can call the store upon arrival and a PETstock team member will bring the order out to your car. Alternatively, we can deliver straight to your home through online ordering including our same day delivery service in metropolitan Melbourne locations - visit www.petstock.com.au. We will ensure your pet is fed, has its litter, its toys and treats because we know pets are family.


Grooming Services

Since the announcement of Stage 4 restrictions, PETstock has sought clarity regarding the eligibility of our grooming services. As providers of essential services for animal health, welfare, and the sale of pet food, we were advised by the Business Victoria COVID Hotline on both Monday 3 and Friday 7 August that grooming could continue, however this decision was reversed yesterday (10 August).

PETstock is disappointed the State Government has made this decision. As animal welfare advocates, we understand the important role grooming plays in the health and wellbeing of animals. Some dogs need a medicated wash to soothe sore skin, others need grooming to prevent matting of the coat which can be very painful on a dog and some arthritic dogs simply can’t get into a bath at home.

As a Victorian family owned business who employs more than 700 employees across the state, continuing our grooming services is not only important for the welfare of our pets but the welfare of our team.

In conjunction with the Pet Industry Association of Australia, we are lending our support to have the State Government reverse its decision on grooming.

PETstock’s grooming salons will close in metropolitan Melbourne from close of business Tuesday 11 August.


PETstock Vet Chat service

The health and wellbeing of your pet is still the number one priority at PETstock Vet and you can rely on us to continue to provide the pet in your life with the vet care they need. We understand you will be concerned about their welfare should you have to self-isolate or are unable to physically visit a vet. While our PETstock Vet clinics will remain open, our PETstock Vet Chat service is also available to all pet owners via text or video chat. Simply visit www.petstock.com.au/vet/chat.


Our stores are following government health recommendations

Our team, our customers and all pets are the primary concern for us here at PETstock. Our store, grooming and vet staff have received detailed hygiene information and have been directed to follow this advice. They are practising social distancing in the workplace within the team and with customers, are all wearing face coverings in line with government advice, and understand they are to remain home if they feel unwell. We are continuing to monitor government health recommendations and requirements and will review and update operational procedures to ensure, as far as practicably possible, stores can continue to safely operate in this unprecedented environment.


PETschool Classes

All PETschool classes in Victoria have been postponed until further notice (see more details below).


PETstock face covering statement

To help protect our customers and employees, as a condition of entry PETstock requires all customers to wear a face covering that covers the mouth and nose at all times while in any of our Victorian stores, unless a lawful exemption applies.

This is in accordance with the Victorian Government’s public health requirements that came into effect on Thursday 30 July, 2020. We are aware some customers may be unable to wear a face covering for medical reasons or prefer not to come into the store at this time. PETstock is still here to provide these pet parents with all their supplies through our zero contact Click and Collect option or through our Same Day Delivery service.

We aim to provide the safest possible shopping environment, and in line with expert health advice, a face covering helps to achieve that. Under Australian law, private businesses can impose strict entry requirements on anyone hoping to enter a store and can take reasonable steps to protect themselves, their employees and people on their property.

PETstock has continued to operate during this crisis as an essential business in all of our communities, and our employees are on the front lines. As part of a community, we believe this simple act of safety is one that PETstock customers and employees can undertake together for the benefit of us all.

Face coverings are also compulsory for our team members unless they too have an exemption.


Thank you for your support, cooperation and understanding and, as always, for being a part of the PETstock family.

David Young
Managing Director


Australia Wide Guidelines and Information

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


Can I still use the DIY dog wash service?

Yes! You can still keep your buddy squeaky clean in our DIY Dog Wash (excluding metropolitan Melbourne stores), 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