In this section you'll find answers to some of the more common questions we have received in the past. If for any reason your problem is not catered for in our FAQ section please use the contact us page to request further assistance or call us on 1300-MY-PETS.
Technical Issues or Difficulties:
If you are experiencing any technical difficulties with the website or it's not behaving as expected please send an email to Be sure to include sufficient details (including browser version) to enable us to quickly identify the problem you are having and resolve the issue as required.
Ordering, Payment & Freight:
What Methods of Payment do you offer?
At the current time you may only pay for your online order by credit card. Visa and MasterCard are currently supported.
Freight charges vary on a per order basis. Factors that affect freight costs and calculations include; the delivery location, the number of items ordered and the dimensions / weight of those items ordered. Our online ordering system has been programmed to calculate freight charges nationwide. Freight is added to the order during the checkout process and can be viewed alongside your order total.
I get an error when trying to place an order, what now?
If you are consistently receiving the same error when trying to complete an online order we ask that you use our ‘contact us’ page to notify us of the error. Please be descriptive and explain the fault to the best of your ability. Please also include the browser type and version you were using when receiving the error.
How do I check the status of my order?
You may check the status of your online order at anytime by logging in to your account and clicking on order history. This page will allow you to view the status of all current and previous orders you have placed online. For more detailed information about a particular order and stock status simply click the view order link.
How do I cancel an online order?
As there is no ability to cancel your order online you must contact our online sales department for further assistance with a cancellation. These cancellations are generally instantaneous via telephone, email cancellations require 48 hours notice (excluding non working days i.e. weekends and public holidays). Orders that have already shipped before a cancellation request is processed (within 48 hours for email or before telephone advice) can normally be recalled or returned to us, delivery/courier charges for such orders cannot however be refunded.
How do I send my order to a different address?
During the checkout process (step 1) you can click the ‘change address’ button to enter an alternate shipping address. If you have any existing addresses stored in your address book you may choose one of these addresses or use the option to the right of the page to create a new delivery address.
I have received my shipping confirmation, but the delivery hasn't arrived, what should I do?
Firstly you will need to ensure that you have allowed sufficient time for your order to arrive, this period of time will depend on the date of dispatch and the destination address, for more information regarding approximate delivery times please refer to our Freight Information section. If you still feel your delivery has been unnecessarily delayed or may have an issue please contact us either via email or telephone and we will investigate the matter further.
Can I collect my Online Order in person?
Yes you can. We currently offer the ability to collect online orders from any of our Melbourne based stores. Please select the appropriate store option from the checkout page when processing your order. Please note: Interstate collections are not available at this time.
I won’t be available tomorrow to accept my delivery. What should I do now?
If you are not home or you are unavailable when the courier attempts to deliver your order they will typically leave a note or calling card. This calling card contains the details needed for you to contact the courier to arrange a suitable re-delivery date. If for any reason you do not contact them and they are unable to contact you, the delivery may be returned to us. If returned, we will contact you and either arrange a re-delivery (additional cost) or we'll arrange a refund of the order value less any incurred delivery costs.
Warranty & Returns:
How do I send an item to you for Warranty?
Full details on our warranty process can be found in our Returns & Exchanges section. Please review this section along with the remaining FAQs as the majority of your questions or concerns may have been covered in these sections. It is important that you understand the correct way in which to return any item(s) to us and thus avoid any unnecessary delays or problems.
What if a product I purchased is outside of My Pet Warehouse warranty but is still covered under the manufacturer's warranty?
Although My Pet Warehouse warrants goods sold (excluding consumables) for a period of 12 months we can if necessary handle these manufacturer warranty returns on your behalf. This service requires that freight costs (both ways) and any other associated costs (factory testing, warranty rejection) to be paid in advance. A minimum $25.00 administration fee is also applicable to these manufacturer warranty claims.
What if I have lost my receipt, can I obtain a copy from My Pet Warehouse?
If the invoice you require is within the current financial year and you are able to provide us with the correct online order number, we can email you a copy of your receipt in PDF format. Obtaining copies of invoices from previous financial years may incur an administrative fee of up to $45.00 as this request may involve us having to contact our accountants to have the invoice(s) located and forwarded respectively.
Supplying replacement items before we receive the return(s):
Under no circumstances will My Pet Warehouse ship out any replacement products prior to warranty/returned items being received. Please do not ask for this service as refusal will often offend.
What if my returned item(s) are found to be fault free?
A $45.00 administration fee will be charged for any returned goods deemed to be fault free. These non faulty goods will be returned to you at your cost once the administration and freight fees have been paid.
Please refer to our Returns & Exchanges section for full details on our refund policy.
Security & Privacy:
Are my credit card details safe when I purchase from My Pet Warehouse?
We work to protect the security of any sensitive information you may transmit to us by using Secure Sockets Layer (SSL) encryption. During payment processing and also within other secure areas of our website this Secure Layer encrypts the information you provide to us. Furthermore only the last few digits of your credit card number are stored after placing an order.
I would prefer not to disclose my credit card details over the internet, can I order any other way?
At the current time credit card payment is the only option supported for all online ordering.
Does My Pet Warehouse share any information it receives?
We respect your privacy and appreciate your business. At no time do we ever provide your account contact or payment information to any third party vendor, associate or service provider unless absolutely necessary in order to complete your transaction and order.
Products, Prices & Stock:
Are your Online Stock levels accurate?
Our Online stock levels are kept as accurately as possible and indicate stock availability from individual stores or our combined stock levels throughout our store locations. Whilst measures are in place to ensure 100% accuracy, it is important to note this cannot be guaranteed, nor is it implied to be error free. All online stock indications should be used as a guide only, this applies to both in-store purchases and online orders.
Do the prices shown online include GST?
Yes all the prices listed online are inclusive of GST. This portion of your purchase is highlighted in the checkout section (tax inclusive) and is a combined total of the tax portion for the total order. For taxation purposes this breakdown will also be visible on the tax invoice supplied with your order.
How do I view products within a price range?
This functionality is available from our advanced search page which can be accessed from the following link: http://www.mypetwarehouse.com.au/advsearch.asp
A price listed online is different to your store price list or store based advertisement, what price do I pay?
Generally speaking the online price should be correct as this price is more dynamic than any other forms of advertising. If you are in any doubt over pricing we ask that you contact us to ensure the online price is up to date and in-line with any other advertising you may have seen.
How can I change my account details?
Once logged in you can click on the My Account option from where you will be able to change details including your address, contact phone number, password etc.
I can’t log into my account - help!
You can request your account login details from the account login page by simply clicking on the 'Forgot your password?' link as this will email a copy of your login details to your existing account email address. This is an automated process and your login details should be sent to you instantaneously. If you do not receive this email you may need to check the filter settings on your email account as the email may have been flagged as spam or moved to your junk email folder. If you have changed email addresses or no longer have access to the email address used when your account was created, you can simply create a new account.
Why do I need to sign up for an account to purchase online?
There are many advantages we can offer to customers who create accounts which are not possible if we were to enable guest accounts or checkouts. These benefits include; stored shopping carts, order tracking, detailed order history, address books, quick re-ordering, newsletter and product notifications.