Frequently Asked Questions

Have a question? We've got answers! If you can't find what you're looking for, feel free to contact us and our team will be happy to help.

Orders & Payments

How do I place an order?

Simply browse our store, add your desired items to the cart, and proceed to checkout. Follow the prompts to enter your delivery and payment details to complete your order.

What payment methods do you accept?

We accept major credit and debit cards (Visa, Mastercard, American Express) as well as other payment options displayed at checkout. All transactions are processed securely.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible at support@petsrus.com.au [Update with your email]. Once an order has been dispatched, we are unable to make changes.

Shipping & Delivery

Do you ship Australia-wide?

Yes! We deliver to all states and territories across Australia. Please see our Shipping and Delivery page for more details.

How long will my order take to arrive?

Standard delivery typically takes 3–7 business days depending on your location. Express shipping options may be available at checkout.

How do I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number. You can use this to track your parcel online.

Returns & Refunds

What is your return policy?

We want you to be completely satisfied with your purchase. Please visit our Refund Policy page for full details on returns and refunds.

What if my item arrives damaged?

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with photos of the item and packaging. We will arrange a replacement or refund promptly.

Products

Are your products safe for my pet?

Yes, we only stock products from reputable brands that meet Australian safety standards. If you have specific concerns about a product's suitability for your pet, please contact us before purchasing.

Do you offer advice on which products are right for my pet?

Absolutely! Our team loves pets and is happy to help you find the right products. Reach out to us via our Contact Us page.

Still Have Questions?

We're here to help! Contact our friendly team at support@petsrus.com.au [Update with your email] or visit our Contact Us page.