I've forgotten my password. How can I reset it?

Visit the login page, click the link 'Reset Password', enter your email address, press 'Submit' and a new password will be sent to you.

How do I know my online order has been received?

Once you have placed your online order, a confirmation email will be sent to your nominated email address. If you do not receive a confirmation email please contact us at online@petstock.com.au.

Will I receive a tax invoice for my online order?

Your email confirmation will include a copy of your tax invoice. We will also include a copy of this with your order.

How can I check the delivery status of my online order?

Simply log in and click the 'My Orders' link at the left of the page, under 'My Account'.

What should I do if I my order has not been delivered by the specified date?

Using your Australia Post tracking number, you can track your delivery by visiting the Australia Post web site. Please note that all delivery times are approximate and do not take into account public holidays. If you haven't received your order within 10 working days of ordering please call our customer service team on 13 PETS or email us at online@petstock.com.au. If you're calling outside business hours, please leave us a message and we will get back to you the next business day.

What are my payment options when making a purchase?

We offer secure payment options by Visa, Mastercard or Paypal. Unfortunately, we cannot accept gift vouchers, credit notes or Family Values Loyalty Points for online purchases.

Can I place my order over the phone?

We are happy to take your order over the phone. Call our Online Team from Mon-Fri: 8.45am-5.00pm (AEST) on 13 PETS to place your order.

There is a catalogue sale running - are the offers available online?

Yes. Most offers featured as part of the catalogue are available online, with the exception of fresh and frozen food, and live animals. If you cannot find a particular product, please call our Online Team on 13 PETS.

How long will it take to deliver my order?

Orders are dispatched from our Victorian warehouse within two business days providing stock is available. It will take approximately three to seven business days for your purchase to reach you, depending on your location within Australia. Delivery time is subject to stock availability, this period may be extended by up to 30 days.

What are the delivery charges on my order?

PETstock currently ships orders to mainland Australia and Tasmania only. Freight is calculated on a standard charge (which differs by postcode) plus a charge based on the weight of the order.

  • Orders 10kg and under: $9 (including GST) Australia wide.
  • Orders between 10kg to 30kg: $20 (including GST) excluding Far North QLD, remote WA & NT.
  • Orders 30kg and over: $35 (including GST) excluding Far North QLD, remote WA & NT.
  • For orders 10kg and over to Far North Queensland, remote WA and the Northern Territory: Orders 10kg to 30 kg: $45 (including GST)
  • Orders 30kg and over: $90 (including GST)

How can I find my closest PETstock store?

Find your nearest PETstock store via our online store locator or contact us on 13PETS.

I'm having problems ordering online, who can I call for help?

Contact our Online Team on 13 PETS: Mon-Fri: 8.45am-5.00pm (AEST)

Can I collect my online order from a PETstock store?

Look our for our CLICK & COLLECT service coming soon!

Can I place orders with my local PETstock store over the phone?

If you would like to place a phone order with your local PETstock store and collect your purchase, you can contact your store directly and they will be happy to assist.

Can I earn Family Values Loyalty Points on my online order?

Yes, you can now accrue Family Values Loyalty Points for all online purchases. To ensure that we allocate your points to the correct membership please include your membership number in the special instructions section when you place your order.

Can I cancel my order after I have already paid?

If your order has already been processed and despatched it cannot be cancelled. Please refer to our refunds and returns policy for more information or contact our Online Team on 13 PETS: Mon-Fri: 8.45am-5.00pm (AEST).


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