(Please read below first before contacting us.)

Order, Shipping & Delivery

When can I expect my item?

Please check our shipping policy page.

I only received part of my order; where's the rest of it?

For logistical reasons, your order may be delivered separately; this will be noted in the shipping confirmation emails you receive upon fulfillment. There is no guarantee you will receive the entire order within the same day.

Please refer to your tracking details in the event your order is not delivered in its entirety.

How do I track my order?

After your order ships out, you should get a shipping confirmation email and/or SMS containing your tracking details, for you to check at any time.

You can also track your order on-site here.

Do you ship internationally?

We only ship orders Australia-wide.

Can my orders be combined into one?

Unfortunately, we cannot merge multiple orders into one shipment.


What currencies do you support?

We process all transactions in AUD.

How much do you charge for shipping?

All orders valued at $99+ AUD come with free standard shipping.

Standard shipping fees for all other orders come at $10 AUD.

What payment methods do you accept?

We accept all major credit and debit cards, including Visa, MasterCard, and AMEX. You can also accelerate the checkout process using your Shop Pay, Apple Pay, or Google Pay account.

We also accept PayPal, AfterPay, Zip, Laybuy, Klarna, LatitudePay, Humm, and PayItLater for alternative payment methods.

Why was my payment declined?

Please ensure the payment details you entered during checkout are correct when you finalise payment.

We cannot accept any responsibility for transactions which fail to process because they are declined by your card issuer or payment provider - please contact them for further information.


What is your refund policy?

Please check our refund policy page.

My question isnโ€™t listed here; how can I contact you?

You can contact us via the following:

  • Email: support@pethomedirect.com.au
  • Facebook Messenger (or click/tap the Messenger button found on the bottom right corner of every page)