Shipping and Returns

We are now offering a free upgrade to express post shipping (only for orders less than 500g)

HOW MUCH DOES SHIPPING COST?

Small orders (less than 500g) cost $7.95 to be delivered anywhere in Australia. For larger orders, shipping costs are calculated on distance and weight (leaving Sydney) and a quote can be obtained in the shopping cart prior to checkout.

Petceutics offers Free Standard Shipping on orders over $150. A discount of $7.95 is automatically applied during checkout. Additional shipping costs for bulky goods or priority delivery are paid by the customer.

The weight limit for Australia Post is 22kg and orders that weigh more than this cannot be shipped. We recommend placing multiple smaller orders to work around this problem.

WHERE DO YOU DELIVER?

We can deliver to all addresses in all States and Territories of Australia.

We only send refrigerated items within the Australia Post Express Network, to ensure items remain cold on delivery.

Due to strict Customs regulations, unfortunately we do not ship internationally.

HOW WILL MY ORDER BE SHIPPED?

All orders are dispatched via Australia Post. Every parcel is uniquely barcoded and trackable online. Parcels are delivered from Monday to Friday, generally between 8AM-6PM. Some addresses may be eligbile for Saturday delivery (click here for more info). You will receive a tracking code via email that you can enter here to keep track of your delivery.

You have six options as to how you would like your order shipped:

  • eParcel (regular post)
  • eParcel Express (priority post)
  • Ice box (polystyrene box with ice brick sent by eParcel Express). Only allowed for postcodes in the Express Network. Our system will calculate the weight of your order, and therefore the cost of shipping, based on the products you have ordered and the size of the polystyrene box required for shipping. Small boxes will be sent with one ice pack and large boxes with two ice packs. If your order will fit in a small polystyrene box, but you would prefer a large box with two ice packs, you will be able to select the large box option in the checkout.

Insurance (TransitCover) can be purchased for each of the these three options.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

We know you want your order fast, so we do our utmost to process your order as quickly as possible:

  • Orders received before 11AM will be dispatched on the same business day
  • Orders received after 11AM will be dispatched first thing the next business day
  • Orders on Weekends and Public holidays will be dispatched first thing the next business day
  • Refrigerated items are dispatched Monday - Wednesday to ensure they reach their destination whilst still cold.

We cannot guarantee that all items in our store are in stock and available to dispatch the same day. If items are not in stock, it may take up to 2 business days to dispatch your order. If you are under significant time pressure to receive your order, please contact us to check stock levels prior to placing your order.

eParcel

For metro areas your order will generally arrive within 2 to 4 business days, for rural areas this may take up to 7 business days.

eParcel Express

For metro areas your order will generally arrive the next business day. Rural areas may still take up to 7 business days, but should arrive sooner than they would with regular post.

DO I NEED TO BE HOME TO ACCEPT MY DELIVERY?

By default, a signature is required on delivery. If no one is available to accept delivery, the item will be kept secure at the post office until you are available to collect it. Please contact us if you would like to give Australia Post authority to leave the parcel at your address.

WHAT HAPPENS IF MY ORDER IS DELAYED, LOST OR DAMAGED?

We recommend choosing insurance (TransitCover) on all forms of delivery. This will allow you to be compensated if there is any direct loss or damage arising out of the misdelivery, failure to deliver the order, or any damage to the Goods in delivery. If TransitCover is not chosen, we will not be liable under any circumstances for any loss or damage, whether direct or consequential, arising from events beyond our control.

Australia Post does not accept liability for delay in delivery or damage to goods that may result from delayed delivery (even if TransitCover is chosen). By ordering refrigerated items, you accept the rare chance that goods will not be delivered in an ideal condition and that no compensation will be offered to replace spoilt goods, even if transit cover is chosen.

RETURNS POLICY

Please read the following information carefully so that you are fully aware of our returns policy and your consumer rights.


If you wish to return an item because you have changed your mind about your purchase, we will offer you an exchange or refund for the cost of the item provided that you return the item along with the receipt of purchase within 14 days of purchase. The item must not have been damaged, it must be unopened, unused and in its original saleable condition and cannot be a product in which a change of mind return is not available (see below). If these requirements are not satisfied we reserve the right not to offer an exchange or refund for change of mind returns.


We are unable to offer change of mind returns for any products in the following categories under any circumstances:

  • Medicines (Prescribed or Over The Counter)
  • Vitamin Supplements
  • Consumable Products

We will accept product returns and provide you with an exchange, refund or repair where the product is faulty or is not of acceptable quality, or is significantly different to those shown or described to you, or the product is not fit for its intended purpose or is unsafe. We will not be liable under any circumstances for any loss or damage, whether direct or consequential, arising from events beyond our control and we reserve the right to not offer an exchange, refund or repair where the item fault is a result of misuse or neglect.


In order to arrange a return, you must first contact one of our customer representatives so that we can provide you with our return instructions. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

DO YOU HAVE QUESTIONS ABOUT OUR SHIPPING OR RETURNS POLICY?

Feel free to call us on 1300 132 498 or you can ask us a question via our Enquiry Form.