Shipping Fee
We offer free shipping on most products; however, certain food items and other pet essentials may incur a shipping fee. Additionally, if we need to make special arrangements for shipments to regions not covered by our courier partners, shipping
charges shall apply according to the zones defined by our postal partners.
Additionally, some products may not be eligible for free shipping based on delivery location, promotional offers, item size, weight, order value, or other applicable factors. We reserve the right to modify the free shipping policy at any time.
Order Dispatch
The majority of orders are dispatched the same day or the next business day after they are placed. If we need to source products from our suppliers, it may take a little longer than usual to dispatch an order. We shall notify you in such cases.
You will receive an email notification at your registered email address once your order is dispatched. In case you do not receive a shipping confirmation within two days of ordering, you may reach out to our customer support help desk for assistance.
Delivery Time
Depending on the region and shipping method used, most orders are delivered within 3-10 working days. We recommend allowing up to 10 business days for delivery. You may use our Auto-Delivery service to ensure you are never out of your pet’s essentials. In case your order does not arrive within 10 working days, please contact our customer support team for assistance.
Please note: Occasionally, due to circumstances beyond our control, such as high demand, seasonal disruptions, or other unforeseen events, your order may be delayed. We appreciate your patience and understanding and remain committed to delivering your order as quickly as possible.
For more information, please refer to the links below:
https://auspost.com.au/service-updates/domestic-service-updates/queensland-flooding
https://www.aramex.com.au/our-services/service-updates/
If you have any questions regarding your order, please contact our customer service team on 1300-990-073 or write to us at [email protected]
Shipping Options
Australia Post Regular Mail (Free Shipping)
We ship most orders using the Australia Post Regular Mail service. To keep shipping costs affordable, we flat-pack some products where appropriate without tampering with the products inside. Smaller packages shipped with the free shipping method may not include a tracking number or insurance. Once dispatched, these orders are the responsibility of the customer.
eParcel - Australia Post
This provides a quick and reliable delivery option with tracking included, allowing you to track your parcel and receive live updates. You can select this delivery option at checkout for an added fee of $10.95 if you like added peace of mind.
Express Post – Australia Post
This is our fastest and most cost-effective shipping method. Depending on your location, you may receive your order within 24-48 hours. You can select this shipping option at checkout for an additional $14.95.
Aramex Australia
We use this shipping method based on your delivery location and the size and weight of your order. Most packages weighing over 2 kg, including items such as sprays, shampoos, food, treats, and similar products, are shipped via Aramex.
DiscountPetCare Australia reserves the right to select the shipping method for all orders shipped through ‘Free Shipping’. We may use any suitable delivery method depending on availability to ensure your order is dispatched as quickly as possible.
International Shipments
Orders being shipped outside Australia will incur an additional $14.95 international shipping fee.
Return
We have a 100% money-back return policy. For any reason, if you wish to return your order, please contact our customer support team within 5 days of delivery. Returns will be accepted only after they are approved by our team.
If you receive the wrong order/product, contact us immediately after you receive the order. It is necessary that you return the order/product in its original packaging.
Refund
Once we receive the returned order/product, we will process your refund. All refunds shall be processed to the original payment method used when placing the order. It may take 3-5 business days for the refund to reflect in your account.
In the case of a delayed/lost order, if you receive the order after receiving a refund/reshipment, you should either return the additional shipment or retain the second order by paying for it. Failing to do so will incur a charge. For further information, please contact our customer support team.
Shipping & Delivery Terms
- Certain products are not eligible for free shipping. Shipping fees shall differ depending on the products purchased.
- Orders shipped to certain areas shall incur an additional shipping fee. This may vary depending on the parcel weight and location.
- In cases of damaged product(s), incomplete order or incorrect order, you must contact our customer support team within 5 days of receiving the order. If you contact us after 5 days, we may not be able to process the refund or reship the order.
- In cases where you receive an incorrect order, an incomplete order or a damaged product, you will have to provide picture(s) of the product (with the package) and the invoice.
- We maintain records of shipped orders for 2 months. If you contact us after this period, we will not provide a refund or reshipment.
- Certain regions in Australia are not served by our delivery partners. The package shall be returned to us in such cases. If this happens, we will contact the customer and will process the refund or reship the order. In case of reshipment, the shipping cost shall be paid by the customer.
- Once the order is marked as 'delivered', it is the responsibility of the buyer to contact the postal/courier partner. No refund or reshipment will be provided in such cases.
- If you want your order delivered to a parcel collect or parcel locker, you must inform our customer support team before it is dispatched.
- If you want your order delivered to the parcel locker, you must select the paid shipping option when placing the order.
