Catalogue Sale On Now! Ends 11th December Catalogue Sale On Now! Ends 11/12
Christmas Countdown! View today's online deal Christmas Countdown! View today's online deal
Boxing Day Sale on now! Boxing Day Sale on now!
Boxing Day Sale Extended! Boxing Day Sale Extended!
Catalogue Sale On Now! Catalogue Sale On Now!

Frequently Asked Questions

  • General

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

    No problem at all! Click Sign Up at the top of our website, then click “Forgot your Password?” directly underneath the sign in form. Enter your email address and we’ll send you an email with simple instructions on resetting your password.

    How do I know my online order has been received?

    Once you have placed your online order, a confirmation email containing your order details and receipt (Tax Invoice) will be sent straight to your nominated email address. Remember to check your junk folder and add PETstock to your approved sender list to make sure you always see emails from us.

    You can also view your order history by logging into our website and visiting the My Account section.

    If you have any concerns regarding your order you can contact our friendly Customer Experience Team on 13PETS (13 73 87) – we’re happy to help.

    Will I receive a tax invoice for my online order?

    Your email confirmation will include a copy of your Tax Invoice. If you have an online account with PETstock, you can also find all your tax invoices attached to each transaction in your Order History.

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

    Once your order has been processed you will receive an email or SMS with a live tracking code and a link to the courier partner where you can track the progress of your delivery.

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

    Once your order has been processed you will receive an email or SMS with a live tracking code and a link to the courier partner where you can track the progress of your delivery.

    Please note that all delivery times are approximate and do not take into account weekends or public holidays.

    If you haven't received your order within 10 working days of ordering please call our Customer Experience Team on 13PETS (13 73 87) or email us at [email protected] with your order number. 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 via Visa, Mastercard or Paypal. We also offer the option of paying by PETstock Gift Card online.

    Can I place my order over the phone?

    We are happy to take your order over the phone. Call our Customer Experience Team from Mon-Fri: 8.30am-5.30pm (AEST) on 13PETS (13 73 87) to place your order.

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

    Of course! Most offers featured as part of the catalogue are available online, with the exception of fresh and frozen food, live animals and some large or heavy items. If you cannot find a particular product, please call our Customer Experience Team on 13 PETS (13 73 87).

    How long will it take to deliver my order?

    Your order is packed and sent from your nearest dispatch location – we have dispatch stores nationwide. Orders are processed and dispatched within 2 business days of being placed. Fulfilment time is subject to stock availability.

    We allow approximately three to seven business days for your order to reach you. Delivery timeframes can vary subject to courier service.

    We will always endeavour to contact you if there are any circumstances which may impact on the timely delivery of your order.

    Where do PETstock deliver to?

    PETstock currently ships orders to mainland Australia and Tasmania only. We do not currently ship internationally.

    What are the delivery charges on my order?

    Shipping of orders under $50 are charged at a flat rate of $9 (including GST) Australia wide.

    Orders over $50 include free shipping. Free Shipping will automatically be calculated on your cart upon reaching a value of $50 or more on eligible products that are collectively under 45kg in weight, after all other discounts are applied.

    How can I find my closest PETstock store?

    Find your nearest PETstock store via our online store locator or contact us on 13PETS (13 73 87).

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

    Contact our Customer Experience Team on 13 PETS (13 73 87): Mon-Fri: 8.30am-5.30pm (AEST)

    Can I collect my online order from a PETstock store?

    Yes, you can! Use our Click & Collect service by simply selecting your preferred store on the product page or at the checkout and completing your payment. We’ll email or SMS when your order is ready for collection. Click & Collect orders are ready for pickup within 3 business hours.

    Can I earn Brand Cash or PETstock Dollars on my online order?

    In most cases, yes. Brand Cash or PETstock Dollars are automatically calculated on your purchases and added to your membership. Autoship already provides you with a great discount each time your order is processed so unfortunately you won't also earn Brand Cash on Autoship purchases. You must be logged in to collect rewards on your online purchases as your account is connected to your membership.

    Can I cancel my order after I have already paid?

    If your order has already been processed and dispatched it cannot be cancelled. Please refer to our refunds and returns policy for more information or contact our Customer Experience Team on 13 PETS (13 73 87): Mon-Fri: 8.30am-5.30pm (AEST).

    Can I have my order delivered if I’m not going to be home?

    Yes, you can. At the checkout you will be given the option to authorise the courier to leave your package in a safe place if you are not home when it is delivered.

    Can I pick up my eBay order in store?

    Currently orders placed through our eBay store are only available for home delivery.

    Why can’t I Click & Collect from my local store?

    If your local store does not have your selected product/s you will not be able to select Click & Collect from that location. If this occurs, you will be notified which items are out of stock and be given the option of selecting an alternate store in your area or opting to have your order delivered to your home.

    Why is home delivery unavailable?

    If our dispatch locations do not have your selected product/s in stock you will not be able to select to have your order delivered. If this occurs you will be notified which items are out of stock and be given the option to be notified when they become available, or to Click & Collect from your local store.

    I’m not happy with my order, can I exchange it?

    We are happy to exchange items in accordance with our refund and returns policy. Take your product and Online Tax Invoice into one of our stores or contact our Customer Experience Team on 13PETS (13 73 87): Mon-Fri: 8.30am-5.30pm (AEST) and our staff will assist with processing your exchange.

    Can I book my vet or grooming appointment online?

    Currently we don’t have an online booking service available. You can book your appointment by calling or visiting your local store.

    Can I change the delivery address on my order after I’ve placed it?

    If your order has already been processed and dispatched it cannot be altered. If you have just placed your order and realise you have made an error please contact our Customer Experience Team on 13PETS (13 73 87): Mon-Fri: 8.30am-5.30pm (AEST) and we will be happy to advise and assist you.

    How can I see how much Brand Cash or PETstock Dollars I have earned?

  • Autoship

    Are all products available for Autoship?

    We offer Autoship on the products your Buddy needs on a regular basis – think food and flea and tick treatments.

    When a product is available for Autoship you’ll see it as an option when you add the product to your cart as well as during the checkout process. Just select your frequency and you’re ready to go!

    Can I set up an Autoship order as a guest?

    A PETstock member account is required to place an Autoship order – this is so you can login to track and update your orders! Joining the PETstock family is easy and free and you’ll also get the benefit of our fantastic rewards program. Click here to sign up now.

    Will the price of my Autoship product always be the same?

    The price of your Autoship item is calculated by the current retail product price on the day your order is processed. New Autoship orders that are set up during a sale period will receive the advertised sale offer on their initial delivery of the product/s and the Autoship discount on all subsequent deliveries.

    How do I manage my Autoship details?

    Go to My Auto Shipments under your Account section to view your currently scheduled deliveries.

    From here you can update the frequency of your delivery, add or remove products and update your payment details.

    Can I cancel my order if I don’t want it autoshipped anymore?

    Absolutely! Autoship is super-flexible and you aren’t locked into anything. You can pause or change delivery dates, add or remove products. You call the shots – make Autoship work for you.

    How much notice do you need to cancel or postpone my Autoship?

    We send you a reminder email 3 days before your Autoship is due to be processed. This is your chance to make any changes you might have. You can make alterations to your Autoship order right up until the day before your order is due to be processed.

    How do I add more products to my order?

    When you purchase items that are eligible you will be given the option to add them to an existing Autoship. Want them at a different frequency? No problem, you can set up as many separate Autoship deliveries as you need.

    How do I change my payment method for Autoship?

    Sign in to My Account and select the Credit Cards tab – you can update your payment methods here.

    Why do I have a 1c charge from PETstock on my card?

    As part of the validation process for Autoship orders, a transaction of 1c will be charged to your credit card for a period of five days, after which time the value will be refunded in full.

    Are my payment details secure?

    Your payment details are stored securely with PETstock's payment gateway provider. At no point does PETstock have visibility of your payment details.

    I received an email that said my Autoship order has failed, why?

    The reason/s for which your Autoship order has failed will be highlighted in the email you received. The most common reason may be that your payment method needs updating. Check the My Account section to see that your payment method is still valid and update if necessary. If you are not sure why your order has failed please call 13PETS (13 73 87): Mon-Fri: 8.30am-5.30pm (AEST) to chat with a team member from our Customer Experience Team who will be happy to help.

    I've got a few items in my cart, but I only want one product on my Autoship order. Can I do this?

    Absolutely! You will be given the option to have a product just sent once, when you add products to your cart. Only enter delivery frequency information to the products you'd like to include in your Autoship order. All items in your cart will be sent out together, then as frequently as you've indicated, only on the items you've selected for Autoship.

    How will I know when my order has been sent?

    You will receive an email from us three days before we send your Autoship order. At this point you are able to make any changes you like to your order. We'll then send you a confirmation email (Tax Invoice) once your order has been packed and is on its way to you!

    What happens if my Autoship falls on a weekend or public holiday?

    Your order will be processed on the next working day.

    Can I earn PETstock Rewards on my Autoship?

    Autoship already provides you with a great discount each time your order is processed so unfortunately you won't also earn Brand Cash on Autoship purchases. You can redeem Brand Cash as part of your payment when setting up a new Autoship order, however Brand Cash cannot be used to pay in part or full for subsequent automated deliveries on existing Autoship orders.

  • Click & Collect

    When will my order be available for collection?

    Your order will be ready to collect within 3 hours. We send you an email or SMS to let you know as soon as we have it ready for you in store.

    Why can’t I Click & Collect from my local store?

    If your local store does not have your selected product/s you will not be able to select Click & Collect from that location. If this occurs, you will be notified which items are out of stock and be given the option of selecting an alternate store in your area or opting to have your order delivered to your home.

    What do I need to bring with me when I collect my order?

    Please bring along a copy of your Ready-to-Collect email/SMS as well as a form of identification, such as your driver's licence.

    Can someone else collect my order?

    Sure! During the checkout process you will have the option of nominating someone else to collect your order. They will need to bring along a copy of the Ready-to-Collect email / SMS as well as a form of identification.

    How long are my orders kept for collection?

    Click & Collect orders will be kept for seven days, from the day you place your order. After seven days your order will be automatically cancelled and a full refund will be processed within three days of cancellation. Please note due to normal banking timeframes it may take a further few days for this refund to appear on your nominated credit card or Paypal account.

  • PETstock Rewards

    What is PETstock Rewards?

    PETstock Rewards is our paw-some new loyalty club! It’s our way of saying thanks for being a regular PETstock customer and letting us help you love your pets. PETstock Rewards is FREE to join and the rewards are fur-tastic! No complicated points system here, earn real rewards every day such as PETstock Dollars, Brand Cash and receive exclusive offers and great up-front benefits.

    How do I join?

    PETstock Rewards is FREE and super easy to join! Sign up via our quick sign up page and you’ll be ready to start earning rewards immediately.

    I’m already a Family Values member. What happens to my existing dollars?

    As a valued Family Values Member, your membership details and dollars balance have been automatically moved across to the new PETstock Rewards loyalty program. So, welcome to the club!

    Will I receive a new loyalty card?

    In an effort to reduce our impact on the environment, we won’t be providing new cards for members. We can easily find your membership details in-store via an email address or phone number to make sure we continue to capture all your Rewards, and your membership number is also available in the app.

    How do I update my details?

    Simply login to your PETstock Rewards membership and select My Profile – you can update all your details from there.

    What are PETstock Dollars and how do I earn them?

    Fur, feathers or fins…no matter which family member you shop for, you’ll earn rewards every time you purchase. PETstock Rewards Members will earn $10 PETstock dollars for every $500 spent on products and services at PETstock and will accrue on your account. There will be even more ways to earn rewards even faster … watch out for opportunities to earn DOUBLE and TRIPLE dollars! PETstock Dollars are earned on all products excluding gifts cards and products eligible for Brand Cash. Equine food will earn $2.50 in PETstock Dollars for every $500 spent.

    Do PETstock Dollars expire?

    PETstock Dollars will expire after three months of inactivity on your account or after 12 months, whichever occurs first. You will be reminded that Brand Cash is expiring via email so make sure your details are up to date! You can also track when your Dollars are expiring by asking a team member in-store, when you are logged into your account online or on the PETstock Rewards app.

    What is Brand Cash and how do I earn it?

    Simply purchase any participating brand of premium food or flea, tick & worming treatments and you’ll be rewarded with 15% Brand Cash back on the scanned price, directly into your PETstock Rewards account to use on your next purchase of that brand.

    What brands do I earn 15% Brand Cash back on every day?

    Premium Food brands: Advance, Balanced Life, Big Dog, Black Hawk, Canidae, Earthborn Holistic, Eukanuba, Hill’s Science Diet, Holistic Select, Nutro, Prime (spd BARF only), Pro Plan, Royal Canin, Vet’s All Natural, Ziwi Peak.

    Flea, Tick and Worming treatment brands: Advantage, Advantix, Advocate, Bravecto, Capstar, Cazitel, Comfortis, Comfortis Plus, Drontal, Frontline Plus, HeartGard, Interceptor, Kiltix, Milbemax, NexGard, NexGard Spectra, ParaGard, Profender, Revolution, Sentinel, Seresto, Simparica.

    Is the 15% Brand Cash on top of PETstock Dollars?

    Brands that receive the Brand Cash will not earn PETstock Dollars as well. You can however, spend PETstock Dollars on a transaction that includes a premium food or a flea, tick and worming treatment brand.

    Can Brand Cash be rolled over and built up across purchases?

    Yes! Brand Cash can be rolled over and you can choose to spend as much or as little on each purchase.

    Does Brand Cash expire?

    Premium Food Brand Cash will expire three months after the month in which it was earned, whilst flea, tick and worming treatment Brand Cash expires based on the product treatment period, with a minimum expiry of three months e.g. three months for one and three packs, six months for six packs etc.

    You will be reminded that Brand Cash is expiring via email so make sure your details are up to date! You can also track when your Dollars are expiring by asking a team member in-store, when you are logged into your account online or on the PETstock Rewards app.

    How can I track all my rewards?

    Tracking your rewards is easy!

    • Download the PETstock Rewards App from Google Play or the Apple store or log into your account online to view all your available PETstock Dollars and Brand Cash balances.
    • Your balance is displayed when you log into your account online (www.petstock.com.au/sign-in)
    • You will find you balance in the top right-hand corner on any emails you receive from us
    • You can ask one of our friendly team members next time you are in your local PETstock store.
    • Your balance will also be printed on your purchase receipt

    Do I earn Rewards when a product is on sale?

    Yes, and you can even redeem your PETstock Dollars and Brand Cash when products are on promotion making them even better value!

    Can I earn Rewards when I shop online?

    Of course! Rewards can be earned and redeemed both in-store and online.

    Do I receive Rewards for using PETstock services?

    Absolutely! In fact, PETstock Rewards members earn triple PETstock Dollars on grooming services, and by completing your puppy’s details in the app you’ll also receive triple PETstock Dollars on puppy school and level one obedience training.

    Do I receive Rewards for using PETstock Vet?

    Of course! PETstock Rewards members earn PETstock Dollars on vet services

    Do I earn Reward Dollars on lay-by purchases?

    Yes, once the sale is complete you’ll see your dollars added to your account.

    How do I change my membership contact details?

    You can update your contact details by logging into your online account, via the PETstock Rewards app or speaking with a team member in-store. For the purposes of protecting your privacy and in accordance with changes made to Privacy laws, a form of identification will be required for us to make requested changes when in-store.

    If a Member has stopped receiving sales events and notifications via email and SMS, it is most likely that an unsubscribe has taken place. In accordance with our Privacy Policy and PETstock Rewards T&C’s, Members need to contact us on [email protected] to reinstate their notifications.

    I don’t want to receive sales and events notifications; how do I stop this?

    When becoming a PETstock Rewards Member, you have consented to receive marketing information, offers and special discounts from PETstock.

    A Member may choose to opt out at any time by either unsubscribing from their notification, by contacting their store or emailing Head Office at [email protected]. Please note it generally takes 4-5 days for the whole process to be complete. Unsubscribing from sales and events notifications does not affect your PETstock Rewards membership.

    How do I opt out from receiving SMS marketing notifications?

    A Member may choose to opt out at any time by either unsubscribing from their notification, by contacting their store or emailing Head Office at [email protected]. Please note it may take 4-5 days for the process to be complete.

    Every SMS sent by PETstock contains an opt-out option. Simply reply to the message with the word STOP and the unsubscribe process will activate. Unsubscribing from sales and events notifications does not affect your PETstock Rewards membership.

    How do I opt out from receiving email marketing notifications?

    A Member may choose to opt out at any time by either unsubscribing from their notification, by contacting their store or emailing Head Office at [email protected]. Please note it may take 4-5 days for the process to be complete.

    Every email sent by PETstock contains an unsubscribe option located at the bottom of the email. Simply click on the unsubscribe link and the unsubscribe process will activate. Unsubscribing from sales and events notifications does not affect your PETstock Rewards membership.

    I have signed up and agreed to receive SMS and/ or emails but haven’t received any notifications?

    Sometimes the reason you haven’t received any SMS or email notifications may be because your carrier (Telstra/ Optus etc) has prevented our message arriving in your inbox. You will need to check with your carrier to make sure your firewall accepts incoming messages from PETstock. Other reasons may be that you have a work phone that has incoming text restrictions.

    In the case of an email, our message may have just ended up in your Junk inbox or your mailbox may be full. You will need to adjust your settings to accept PETstock messages.

    Check that your details are correct next time you visit your PETstock store. A simple check can ensure that you are kept up to date with the latest sales and event news.

    If a Member has stopped receiving sales events and notifications via email and SMS, it is most likely that an unsubscribe has taken place. In accordance with our Privacy Policy and Member T&C’s, Members need to contact us on [email protected] to reinstate their notifications.

    Ooops! I accidentally unsubscribed from my SMS and / or email. How do I resubscribe?

    PETstock strives to operate best marketing practices so we never send messages to our unsubscribed members. But we understand that accidents do happen so let us know via email that you wish to resubscribe and we sign you up again in a jiffy.

    In accordance with our Privacy Policy and Member T&C’s, Members need to contact us at [email protected] to reinstate their notifications.

    Who can I contact if I have questions about PETstock Rewards?

    Your local PETstock store will be able to assist with most of your queries regarding PETstock Rewards. Alternately, please contact [email protected] and your query will be directed to our Customer Experience Team.

Join the family!