Help & Faq's
In this section you'll find answers to some of the more common questions we receive. If you're question is not covered here or elsewhere please refer to the contact us page to lodge a support request.
Ordering, Payment & Freight
We currently support payments made via Visa, MasterCard, American Express and Paypal. Regrettably we no longer offer support for direct deposit payments.
We offer FREE Shipping for orders over $49.99* (some locations and large/bulky items excluded). Orders less than $49.99 will typically be capped at $4.99 postage which again covers 99% of all of the products we feature online. For more information on excluded products please refer to our freight information page.
If you are consistently receiving the same error when trying to complete an online order we ask that you use our 'contact us' page and notify us of the error. Please be descriptive and explain the fault to the best of your ability. If possible, please include the browser type and version you were using when you encountered the error. If your order is urgent we would encourage you to also contact us on 1300-697-387 so that we can process a phone order to avoid delays.
This error indicates that your email address is already in use as you may have purchased or created an account with us previously. Logging in to your existing account before purchasing will resolve this issue. A password reset option is provided on our login pages should you have forgotten your original password.
There is an option available during checkout that allows you to specify an alternate delivery address. Please look for the checkbox titled 'Untick to select a different shipping address'. Unselecting this option will allow you to provide an alternate delivery address for your order.
As you cannot directly cancel an online order yourself you'll need to contact our online support team and ask for assistance. These cancellations are generally instantaneous via telephone, whereas email cancellations will require 24 hours notice (excluding non working days i.e. weekends and public holidays). Orders that have already been dispatched prior to the cancellation request be recalled providing you alert us in a reasonable amount of time. Orders that are noted as delivered cannot be refunded until the order has been returned to us. Under these circumstances shipping fees cannot be refunded.
You may check the status of your online order at anytime by logging in to your account (my account section) and clicking on the order history link. This page will allow you to view the status of any current or previous orders you have placed with us online. For more detailed information about a particular order we ask the you contact us directly via our contact page. Please include your order number with any emails as this will allow us to respond to your enquiry as quickly as possible and help to avoid any confusion.
Before contacting us please ensure you have allowed sufficient time for your order to arrive. Metropolitan deliveries normally range between 2 - 4 days. Interstate and remote delivery times will range between 3 - 8 days. If you feel your delivery has been unnecessarily delayed or should you need to enquire as to its whereabout, please contact us either via email or telephone and we will investigate further.
Absolutely! We're mighty proud of our 'Click & Collect' service and would love you to enjoy it as well. Please choose the most appropriate store collection option from the shipping options available during the checkout process.
If you are not home or will be unavailable when the courier/carrier attempts to deliver your order they will typically leave a note or calling card. This calling card contains details on how to collect the order (if sent with Australia Post), or how to arrange a re-delivery date if the order has been shipped with an alternate freight provider or courier. In the event that the order is returned to sender as a result of a failed delivery attempt we will contact you to either arrange a re-delivery (at additional cost) or if preferred arrange a refund of the order value less any incurred delivery charges.
Warranty, Returns & Exchanges
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.
My Pet Warehouse can, if necessary, handle manufacturer warranty returns on your behalf. This service requires that freight costs (both ways) and any other associated costs (factory testing, warranty rejection) be paid in advance. A minimum $25.00 administration fee may also apply to manufacturer warranty claims.
Under normal circumstances My Pet Warehouse will not issue replacement products, for either warranty or exchange, prior to receiving the product needing to be returned. Under rare circumstances or where a credit has been issued by a supplier, we may, at our discretion, forgo the need to have you return the product. Please refer to our Returns & Exchanges page for more information on these matters.
Products, Prices & Stock
Yes all the prices listed online are inclusive of GST. For taxation purposes a G.S.T. breakdown will be visible on the tax invoice supplied with your order.
Generally speaking our online prices will be correct as these prices are more dynamic and can be updated with greater ease and frequency. Please be aware that some promotions may be exlusive offers for our online store and may not apply to in store purchases. If you have any doubts or concerns over pricing we ask that you contact us so we can clarify any confusion you may have.
Our online stock levels are kept as accurately as possible and indicate stock availability from individual stores and our combined stock levels throughout all 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.
Security & Privacy
Yes, absolutely! We protect the security of all sensitive information transmitted to us with SSL (Secure Sockets Layer) encryption. During payment processing and also within other secure areas of our website this secure layer encrypts the information you provide to us such as passwords and credit card details. Furthermore, only the last few digits of your credit card number are stored after placing an order as payments occur in realtime.
Yes, we also accept orders by phone. Credit card payment will still be required but this may offer a safer option if you have any security concerns with your computer.
No as we respect your privacy and are appreciative of your business and the trust you have placed in us to provide our services. At no stage (other than to complete a delivery) will we provide any account, email, contact or other personal information to third party vendors, associates or service providers.
Online Coupons & Frequent Feeder Codes
There are a number of reasons why a discount, either a webstore coupon or a frequent feeder code, may not be working. We recommend that you enter the code exactly as you have received it (with the exception of hashtags), this includes any spaces or hyphens.
Additional things to note:
Additional things to note:
- Hyphens (the - character) MUST be included if your code contains them. Our online discounts will often include two hyphens.
- Discount codes are NOT case sensitive and do not need to be entered in uppercase.
- Ensure you are entering your code into the correct online field.
- Do NOT enter your code into more than one field at once. This will result in error.
- The majority of codes issued will need to be applied to the webstore coupon field.
- Some coupons may exclude certain products like prescription or vet diets. Having excluded products in your cart may prevent the discount from being applied.
- Our "Free Shipping" offer is calculated from the total amount payable for your order and may not apply if a coupon or frequent feeder discount has reduced your order total under the $49.99 qualifying threshold.
You may have mistyped the code or have not included hyphens which may be part of the coupon you have received.
This error will occur if the code you are trying to redeem has been used previously.
Some coupons are issued with minimum spend requirements. These will usually be quite clearly noted with your coupon code.
Certain discounts or offers may only be applicable to certain customers. If this occurs you will receive this error message as the discount is not applicable to your account.
You may be trying to redeem a coupon in the incorrect field, or the frequent feeder voucher you have received may have expired.
Some coupon based promotions may exclude certain products like prescription or vet diets. Adding these products to your cart may prevent the discount from being applied even though you have entered the code correctly. Please refer to information received with your discount as details of any such exclusions are usually quite clearly marked.
Our "Free Shipping" offer is calculated from the total amount payable for your order and may not apply if a coupon or frequent feeder discount has reduced your order total under the $49.99 qualifying threshold.