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Help & Support

Please refer to the below sections for more specific information on ways we might be able to help you.


Help & FAQ's:

For help and assistance with common questions or issues, please visit our Help & FAQs section as it provides answers to common questions and covers many topics including: ordering, payment, freight, security, privacy, products, prices, warranty & returns.



Please use our email contact form if you have a question or if you need to contact us. We'll respond to your email as quickly as possible.

If you have a question about a particular product, you'll find a product question form at the bottom of each product page that will automatically include the product details so that we know which product your question relates to.

Note: Please read through our Help & FAQ's section before emailing as it may contain the answer or advice you're seeking.



You may contact us toll free on: 1300 MY PETS (697-387) or if local on: (03) 8199-9999.

Our phones are manned between 9:00am - 8:00pm EST so we're always on hand to answer any questions you may have.

If you have a question outside of business hours you may prefer to email as we will often send replies outside of business hours.

Customer service hours: 9:00am - 8:00pm EST, Monday - Friday (except Holidays).

*Limited telephone support offered during weekends.


Returns & Exchanges:

If you need to return an item or require an exchange, we recommend that you view our detailed returns & exchanges policy to ensure the return is processed correctly. The below information a brief summary of the information contained within our returns & exchange section. Please read the policy before returning items!

Please Note: We cannot accept any C.O.D. items, sending goods back this way will result in delays caused by our refusal to accept delivery.

Return Address For Goods:
My Pet Warehouse Online (#1303317256 our example)
65-79 Moray Street
South Melbourne, Victoria 3205


Freight Information:

For pricing enquiries please use the delivery calculator found on our basket page to determine costs for items currently in your shopping cart.

Australia Post is our chosen freight carrier that covers most locations within Australia, and where delivery addresses are RMB or PO Box numbers.

For further information about our freight policies and for a quick guide to freight costs please refer to our freight information page.

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