Shipping & Returns
Shipping Policy
Free Shipping
We offer free standard shipping on eligible orders over $99 Australia-wide.
Free shipping applies to standard-sized items only. Exclusions may apply to oversized, bulky, heavy or specialty products. If an item is not eligible for free shipping, this will be clearly shown at checkout.
We aim to keep shipping simple and transparent — no hidden fees.
Shipping Costs
Shipping costs are calculated at checkout based on:
- Order size and weight
- Delivery location
- Product type
All applicable shipping charges will be displayed before you complete your purchase.
Customers are responsible for ensuring all delivery details are correct at the time of purchase. We are not responsible for delays, loss or additional costs resulting from incorrect or incomplete delivery information.
Processing & Dispatch Times
Orders are typically processed within 1–3 business days (excluding weekends and public holidays).
During peak periods, promotional events, or high-volume periods, dispatch times may be slightly extended.
You will receive a confirmation email with tracking details once your order has been shipped.
Delivery Times
Delivery timeframes vary depending on your location, product type and the shipping method selected at checkout.
Estimated delivery times are provided at checkout and are supplied by the carrier. While we aim to ensure timely delivery, we are not responsible for delays caused by shipping providers.
By placing an order, you authorise the shipping carrier to leave the parcel at the delivery address without requiring a signature where deemed safe to do so. If you do not wish for this to occur, please contact us prior to dispatch.
Once confirmed as delivered by the carrier to the delivery address provided, responsibility for the parcel transfers to the customer. Delivery confirmation provided by the carrier will be considered proof of delivery.
If a delivery attempt is unsuccessful and the parcel is returned to us, additional shipping fees may apply to resend the order.
Bulky or Large Items
Certain large, heavy or specialty items may:
- Incur additional shipping charges
- Be excluded from free shipping promotions
- Require extended delivery timeframes
These details will be clearly displayed before purchase.
Supplier Fulfilment
Some products available on Petyard Australia may be shipped directly from our trusted supplier partners. This allows us to offer a broader and specialised range while maintaining competitive pricing.
Delivery timeframes may vary depending on the supplier location and product type. Estimated shipping times are always shown at checkout.
Orders containing multiple items may arrive separately.
International Shipping & Overseas Fulfilment
Some products may be dispatched from international supplier warehouses where stated on the product page.
Delivery timeframes for internationally dispatched items may be longer than domestic shipping and will be displayed at checkout where applicable.
Customs, Duties & Taxes
For international shipments, customs duties, import taxes or other government charges may apply depending on the destination country.
These charges are the responsibility of the customer and are not included in the product price or shipping cost unless explicitly stated.
We are not responsible for delays caused by customs clearance processes.
International Delivery Timeframes
International delivery times vary depending on destination, carrier availability and customs processing.
While we aim to provide accurate estimates, delivery timeframes for international orders are not guaranteed.
Refused or Unclaimed International Orders
If an international order is refused, unclaimed or returned due to unpaid customs duties or incorrect delivery details, any return shipping fees, customs charges or handling costs may be deducted from your refund.
Force Majeure
We are not liable for delays or failure to perform due to circumstances beyond our reasonable control, including but not limited to natural disasters, carrier disruptions, industrial action or supply chain interruptions.
Returns Policy
30-Day Returns
We offer 30-day returns on eligible items from the date of delivery.
Change-of-mind returns are accepted in accordance with the conditions outlined below.
To qualify for a return:
- Items must be unused
- In original condition
- With all tags and packaging intact
Proof of purchase is required for all returns.
Perishable goods, food items, supplements and clearance products are not eligible for return unless faulty.
For hygiene and safety reasons, certain items including bedding, mobility supports, braces and wearable products may not be eligible for return once opened or used, unless deemed faulty.
Restocking Fee
Please note that a restocking fee of up to 20% may apply to eligible change-of-mind returns. This will be confirmed with you before your return is processed you will never be surprised by a deduction.
Treatment & Topical Products
For safety and hygiene reasons, topical treatments, parasite control products (including flea and worming treatments), medicated shampoos and similar animal health products are not eligible for return once opened or used, unless deemed faulty.
Product effectiveness may vary depending on animal type, environment and correct usage.
Petyard Australia does not provide veterinary advice. Customers are responsible for ensuring products are suitable for their animal prior to purchase. If you are unsure, please consult your veterinarian before use.
How to Start a Return
To initiate a return, please contact us at: returns@petyardaustralia.com.au
Include:
- Your order number
- The item(s) you wish to return
- Reason for return
We will provide you with return instructions.
Return Shipping
For change-of-mind returns, customers are responsible for all return shipping costs. Original shipping charges are non-refundable.
Where an item is faulty or incorrect, we will arrange a replacement or refund in accordance with Australian Consumer Law.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.
Refunds
Once your returned item has been received and inspected, refunds will be processed to your original payment method within 5–7 business days.
Refunds may take additional time to appear depending on your financial institution or payment provider (including Buy Now Pay Later services).
Refunds will be processed to the original payment method used at checkout. We are unable to process refunds to alternative payment methods.
Original shipping charges are non-refundable unless the item is deemed faulty or incorrect.
Returns for Supplier-Dispatched Items
For products fulfilled directly by a supplier:
- Returns must be approved prior to sending any item back.
- Items must be returned to the address provided by our team (this may differ from our business address).
- In most cases, return shipping costs for change-of-mind returns are the responsibility of the customer.
- Certain items (including hygiene-sensitive, bedding, support, or mobility products) may not be eligible for return once opened or used.
We recommend contacting us before initiating any return to ensure correct instructions are provided.
Faulty or Incorrect Items
If an item arrives faulty, damaged or incorrect, please contact us as soon as possible after discovering any issue with clear photos and your order number.
Claims for damage during transit should be reported within 7 days of delivery where possible.
We will assess the issue in accordance with Australian Consumer Law and arrange a replacement or refund where applicable.
Customers are never required to contact our suppliers directly. Petyard Australia will manage all communication on your behalf.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Questions?
If you have any questions about shipping or returns, please contact us via our Contact Us page or email: returns@petyardaustralia.com.au