Frequently Asked Questions

If you have a question about anything at all don't hesitate to contact us by email customerservice@petspalace.com.au. Alternatively, you can give us a call Monday - Friday 10am - 6pm on 1300 882 339, however you may just find the answer you are looking for right here. 

Where do you deliver to?

We deliver Australia wide via Australia Post. We do not ship products Internationally.

When can I expect my order?

We post items every weekday with most items in stock being picked, packed and posted the same day or the next depending on when we receive your order. If you live in Sydney expect your order within 1-3 business days, NSW, VIC & QLD approx 3-5 business days and SA, NT & WA usually between 6-7 business days or longer. Please allow additional time for orders placed late Friday and over the weekend as these parcels won't be posted till Monday.

When you place your order you will receive an order confirmation email letting you know we have your order. Once we have packed your order, you will receive another email stating your order has been fulfilled and ready for shipping. Depending on when we receive your order this will all happen within a day or two. The final email you will receive will be from Australia Post on the day of your delivery.

Can I track my order?

We apply a tracking code to every order we ship. Once your parcel has been lodged with Australia Post we are able to see the status of your order. You will receive an email directly from Australia Post when your parcel is onboard with a driver and ready for delivery. If at any time you are worried about your order, please email orders@petspalace.com.au and we can give you an update on its location.

Please allow extra time during peak holiday periods like Christmas.

How much is Shipping?

We charge a shipping rate related to where you reside in Australia. NSW - $6.95. VIC, QLD, ACT - $7.95. SA, NT - $8.95. WA,TAS - $9.95 this is all you will pay regardless of where you live within these States or how much you buy. For more information please visit our Shipping page. Keep in mind that we also offer free shipping on all orders over $99 regardless of where you live to get the most value out of your shopping.

Will you deliver to PO boxes?

As we ship with Australia Post we can deliver to PO Boxes.

Can I cancel or change my order?

Yes you can, however this must happen prior to us shipping out your order, if this occurs and you would like to return it, you will need to pay for any return postage also your initial postage costs will not be reimbursed. If you would like to add to your order and it has already been shipped a new order would need to be placed with its own postage charges. We recommend that you contact us immediately as soon as you realise you would like to change something.

Can I visit your store in person?

Yes, by all means we are also a bricks and mortar store so you can come into our store and talk to our staff anytime you like. We have all the products that are online available in-store, in-fact there are probably more. We are located at Shop 28, 617-627 King St Newtown NSW. For all our details visit Contact Us.

How can I pay for my order?

We accept all major credit cards including Mastercard, Visa and American Express, we also accept payments via PayPal.

Can I return a Sale Item?

Unfortunately Sale or discounted items cannot be refunded or returned. In many cases these items are no longer available to us to purchase from our suppliers and therefore we are selling them to you online at a discounted rate. Full priced items can be returned, refunded or exchanged within 30 days. 

How can I get a discount code? 

Discount codes are sent out via email for specific promotions, they will have an expiry date to use them by. If you would like to receive discount codes via email please subscribe to our newsletter at the bottom of the page. Look for the space to enter your email below "Sign Up For Special Offers" Or sign up for an account by clicking Join Now in the menu bar on our website.

How many discount vouchers or codes can I use at one time?

Only 1 discount option can be used per order. 

How do I redeem a Gift Certificate?

To redeem your Gift Certificate please enter the code that appears on the Certificate into the "Enter Gift Certificate" field in our shopping cart. Be sure not to be too hasty and enter it into the discount code area as this is different. The area for the Gift Certificate to be entered is clearly marked as Gift Certificate not Discount Code. The value of your goods will be deducted from the total of your Gift Certificate leaving any outstanding balances. Any outstanding amounts can be paid via PayPal, or credit card via our secure payment gateway. If you do to use all your Gift Certificate this is OK too, you can spend the remaining balance anytime before the expiry date.