FAQs
Frequently Asked Questions
Q: Who is Petyard Australia for?
A: Petyard Australia is made for pet owners, breeders and carers. We support everyday pet households as well as those caring for animals through breeding, fostering, rescue, rehabilitation, or specialised needs.
Q: What animals do you cater for?
A: Our range includes products for:
- Dogs
- Cats
- Birds & exotic birds (i.e. parrots, budgies, finches, chickens and pigeons)
- Small animals (i.e. rabbits, guinea pigs, ferrets, rats and mice)
- Reptiles & Aquatics (i.e. snakes, lizards, turtles, frogs, snails, axolotls and crabs)
- Farm & Rural animals (i.e. horses, sheep, goats, cattle, poultry)
Q: Do you have products for specific needs, like mobility or professional breeders?
A: Yes. We have dedicated ranges for:
- Mobility & Recovery — products to support pets with joint issues, post-surgery recovery, or age-related mobility challenges
- Breeders & Professionals — breeder-approved products suited for professional carers, foster homes, and those managing animals with specialised needs
Q: What payment methods do you accept?
A: We accept all major credit cards, PayPal, and Shop Pay.
Q: Do you offer free shipping?
A: We offer free standard shipping on eligible orders over $99 Australia-wide.
Please note:
- Certain oversized, bulky or specialty items may incur shipping charges, which will be shown at checkout.
- Shipping costs and eligibility are shown before you complete your purchase.
Q: How long does shipping take?
A: Orders are typically processed within 1–3 business days (excluding weekends and public holidays). Estimated delivery times vary depending on your location, product type and supplier location. Full delivery information is available in our Shipping & Returns Policy.
Q: Can I track my order?
A: Yes. Once your order has been shipped, you will receive a confirmation email with tracking information (where available). If you need assistance, please contact us via our Contact Us page.
Q: Why has my order arrived in multiple packages?
A: To offer a wider range of products, some items may be shipped directly from our trusted suppliers. If your order contains products from different warehouses or suppliers, your items may arrive separately and at different times.
Separate tracking information may be provided where available. There are no additional shipping charges for split deliveries beyond those shown at checkout.
This approach allows us to offer a broader range of products while maintaining competitive pricing.
Q: Can I cancel or change my order?
A: If you need to change or cancel an order, please contact us as soon as possible. Once an order has been processed or dispatched, we may be unable to make changes or cancel it.
Q: Do you ship internationally?
A: Selected products may be available for international delivery. Certain items may be dispatched directly from international supplier warehouses, where stated on the product page. International delivery times and availability vary depending on the destination and product type.
Q: What is your return policy?
A: We offer 30-day returns on eligible items. Items must be unused and in original condition. Please see our Shipping & Returns page for full details and exclusions.
Q: Do you offer exchanges?
A: We do not offer direct exchanges. If you wish to change an item, please contact us to arrange a return (subject to our returns policy) and place a separate order for the desired item.
Q: Do you sell products for exotic pets?
A: Yes. We stock a growing range of products suitable for exotic and niche pets, where legal and appropriate in Australia. Availability will continue to expand over time.
Q: Are your products suitable for breeders and carers?
A: Absolutely. Many of our products are breeder-approved and well suited for carers, foster homes, and those supporting animals with extra needs, including comfort and mobility support.
Q: Are your products safe or veterinarian approved?
A: We carefully select products from trusted brands and suppliers. While many products are widely used and recommended by breeders, carers and veterinary professionals, individual animals have unique needs and not all products are veterinarian approved.
Petyard Australia does not provide veterinary advice. Customers are responsible for ensuring products are suitable for their animal. If you are unsure whether a product is appropriate for your pet, we recommend consulting your veterinarian before use.
Q: Do you offer personalised products?
A: Yes, we offer personalised options on select products. Availability and customisation details are listed on each product page.
Q: Are you Australian owned?
A: Yes. Petyard Australia is proudly Australian owned and operated.
Q: How can I contact you?
A: You can reach us anytime via our Contact Us page. We’re always happy to help.
Q: What if a product is faulty or covered by warranty?
A: Many products sold by Petyard Australia are covered by manufacturer warranties. In addition, our goods come with guarantees that cannot be excluded under Australian Consumer Law.
If you believe a product is faulty, damaged or not performing as expected, please contact us via our Contact Us page with your order number and details of the issue. We may request photographs or videos to assist in assessing the problem.
Customers are never required to contact our suppliers directly. Petyard Australia will manage all communication on your behalf.
Depending on the circumstances, we may arrange a repair, replacement or refund in accordance with Australian Consumer Law and any applicable manufacturer’s warranty.
Products damaged through misuse, accidental damage, improper use or normal wear and tear may not be covered.