Important updates regarding COVID-19 Important updates regarding COVID-19
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Coronavirus (COVID-19) Frequently Asked Questions

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 FAQ’s 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



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 are only accepting EFTPOS, Zip, Afterpay and gift card payments until further notice. We are no longer accepting cash transactions, except in extenuating circumstances, and we thank you for your understanding given the current environment.


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.


Are Puppy School classes still running?

Unfortunately all of our Puppy School classes have been temporarily postponed until further notice due to current restrictions to essential services.


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/


Can I still use the DIY dog wash service?

Unfortunately our DIY dog wash services are temporarily closed until further notice due to current restrictions to essential services. Please ask one of our grooming team for salon washing options or you can visit https://www.petstock.com.au/ or ask one of our team members in-store for advice on washing and grooming products that you can use at home to keep your fur baby’s coat healthy and looking it’s best.