Petstock Shipping and Delivery Information
15-Min Click & Collect
Australia’s fastest click and collect service for pet supplies. Ready in 15 minutes. No minimum spend required. Learn more.
Free Same Day Delivery
For orders over $135. Order between 10 am and 4 pm. Available from participating Petstock stores. Learn more.
Free Standard Delivery
Free standard delivery on orders over $25. Major metropolitan regions only. For orders under 80kg in weight. Learn more.
Autoship
Set and forget with flexible repeat delivery, so your pet’s essentials always arrive on time. Save on select products. Learn more.Petstock Delivery Frequently Asked Questions
How much does standard shipping cost?
Standard shipping at Petstock is free for orders over $25.
- Orders over $25: Free shipping (major metropolitan regions only). If your delivery location falls outside of a Major Metropolitan Region, then your shipping fee will be calculated at checkout.
- Orders under $25: The shipping fee will be calculated at checkout based on your delivery location and the weight of the item.
Free shipping will automatically be calculated in your cart once the value of eligible products reaches $25.00 or more, and the total weight is under 80kg after all other discounts are applied.
Free shipping may not be valid with other discounts or offers and excludes gift cards and large items such as kennels, fish tanks, and cat scratchers.
How long does standard shipping take?
We aim to dispatch all orders within 2-3 business days, and orders are expected to be delivered in 2-5^ business days within metro areas. Orders are shipped via Australia Post from one of our dispatch locations.
Once your order has been dispatched, orders are expected to be delivered in 2-5^ business days within Metro areas. Regional destinations may take up to 7^ business days.
If your delivery has taken longer than 10 business days to arrive and you have received a shipping confirmation email from us, we ask that you lodge an inquiry directly with Australia Post.
Important notes:
- We do not currently ship to countries outside of Australia.
- Order dispatch may take longer during peak-trade periods and major sales (including, but not limited to, Black Friday/Cyber Monday, After Dark, or Christmas). During these times, please allow 7-10 business days for dispatch.
- Some lines are only available from our Victorian warehouse.
- Orders shipped from Victoria into Western Australia may take longer than 7 days.
- Gift cards are shipped at a flat rate of $4.95 when purchased separately.
How much does express shipping cost?
The delivery fee for express shipping at Petstock will be calculated at checkout.
How long will express shipping take?
We aim to dispatch all express orders within one business day, and orders are expected to be delivered in 2-4^ business days within metro areas.
Regional destinations may take up to 7^ business days. All our express shipping is sent via Australia Post from our dispatch locations.
Important notes:
- Some lines are only available from our Victorian warehouse.
- This service is only available to selected postcodes and will be determined by weight.
- Expect delays during peak trade periods.
- You can read the latest information on Australia Post delays and service updates.
How much is Same Day Delivery?
Our Same Day delivery fee is dependent on your location from the participating store. This will be calculated upon checkout once your delivery location information is entered.
You can get free Same Day Delivery from Petstock on orders over $135.*
*Terms and conditions apply.
Our Petstock Same Day delivery service is powered by Doordash. Orders can be placed for Same Day delivery by selecting Same Day during checkout. Please ensure you enter a valid mobile number to receive tracking updates from the Dashers.
Important notes:
- This does not apply to Autoship orders.
- Same Day delivery is available between 10am – 4pm. Any orders placed after 4pm will be processed for delivery the following day.
- Not all Petstock stores are participants. You can check if your item is available for Same Day by adding your suburb on a product page.
- Please be advised that you will need to proceed to the address page to ensure your address is within the delivery radius.
Can I ship my order to an international address?
Petstock Australia only ships Australia-wide and does not offer international shipping at this time.
Can I change or cancel my order?
Change order?
Unfortunately, once an order has been placed it cannot be changed.
If you require any changes to an order, it will need to be cancelled and refunded.
Cancel order?
If an order has been picked and is ready for packing, we are unable to cancel the order.
If an order has not been picked, we may be able to cancel it for you.
Please contact our friendly Customer Experience Team to confirm the status of your order.
Can I change the delivery address on my order?
Change address?
If an order has been picked and is ready for packing, we are unable to make changes to an address.
If an order has not been picked, we may be able to update it for you.
Redirect a parcel?
Once the order has been dispatched, we recommend contacting Australia Post to attempt to redirect the parcel. This may delay the expected delivery time.
See more information on Australia Post redirect: https://auspost.com.au/receiving/manage-deliveries-in-transit/redirect-parcels-in-transit
Please contact our friendly Customer Experience Team to confirm the status of your order.
Returns Frequently Asked Questions
Can I return a product?
We want you to be completely satisfied with every item that you purchase from petstock.com.au and so we understand that there may be times when you will need to return a product that you have purchased from us.
We aim to make this process as easy and hassle-free as possible and our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law (ACL).
You are entitled to a refund, replacement or credit from Petstock when an item purchased fails to meet one of the consumer guarantees as per the Australian Consumer Law (ACL), i.e. the product:
- Is faulty or of unacceptable quality
- Does not match the description or sample
- Is unfit for the intended purpose (i.e. does not do what it is meant to do)
- Is not delivered in a reasonable time frame
- Proof of purchase must be provided (proof of purchase details are outlined above)
- This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g. the palatability guarantee on super-premium foods).
Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, member's club transaction history, or online purchase transaction history.
Petstock will also, as an act of goodwill, accept return items if you have changed your mind.
In this instance, the product must:
- Be returned within 28 days of purchase
- Be in a re-saleable condition (original condition)
Who pays for the return of an item?
Change of mind, incorrect size, or a sale item: You are responsible for the cost of returning your item.
Important note: these returns will be refunded only.
Damaged, faulty, or incorrect item/order sent by us: We will take the hassle out of the return for you by supplying a free returns label.
Choose carefully! Once your order is placed, we are unable to modify/cancel the order.
How do I make a return?
Items purchased online can be returned in two (2) ways:
- In person, at any of our Petstock store locations: To find your nearest store, please use our store finder here.
- By posting the order to our Returns Warehouse. Please follow the below steps, should you wish to post your item back to us.
Important note: Items can only be accepted if they have not been used/opened and are in original packaging.
To return an item:
- Submit a Returns Request Form.
- Once submitted, you will be given a ticket ID via email (your support ticket).
- Our Customer Experience Team will assess and respond via your support ticket to advise if we require this item to be returned to our warehouse. *A photo is required for 'faulty and/or damaged items'.
- Depending on the assessment by our Customer Experience Team, you will either be provided with a returns label or notified a courier has been booked for collection.
- If you are provided with a returns label, fill out your details on the slip you received with your order and include it in the return parcel.
- Return the item to the address below. Please include your name and order number on a piece of paper.
Petstock Online Returns
258 Beach Road
Avalon VIC 3212
- You will be notified by email once your return has been processed at our Returns Warehouse.
Who pays for the return of an item?
Change of mind, incorrect size, or a sale item: You are responsible for the cost of returning your item.
Important note: these returns will be refunded only.
Damaged, faulty, or incorrect item/order sent by us: We will take the hassle out of the return for you by supplying a free returns label.
Choose carefully! Once your order is placed, we are unable to modify/cancel the order.
Can I return my order to a Petstock store?
Yes, online purchases can also be returned to any Petstock store nationwide.
A copy of your proof of purchase is required to complete the transaction.
Please note that any ‘change of mind' returns or exchanges will be processed at the discretion of the store, which may choose to either offer a refund or exchange your item.
How long does it take for a return to be processed?
Returning an item: If you are returning an item to Petstock, please allow up to 5 business days for the return to be delivered and processed at our warehouse, once this has been received by Australia Post.
Refunding an item: Once your return has been received and approved by Petstock, please allow up to 10 business days for the refund to appear at your financial institution.
Important note: Refunds are processed to the original method of payment used for the order.
For further assistance or if you have any questions regarding your return, please reach out to our friendly Customer Experience team.
Click and Collect Frequently Asked Questions
When will my order be available for collection?
Your order will be ready to collect within 15 minutes. 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 please use the delivery notes section in the cart to nominate 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.
Have more questions? See all FAQs about Shipping Delivery Timeframes and Options or Delivery Costs.