FAQ's
Shipping
Here are a few of the most frequently asked questions. You can email us anytime on the Contact Us page if you don't see what you want.
How do I place an order?
To place an order, select your product, the quantity, and characteristics (size/colour/length/etc.) on our Shop Now page, then click 'Add to Cart'. Continue doing this until you have everything you want in your shopping cart. Please ensure that the items in your order are correct. When your cart contains everything, click on the 'Cart' icon in the upper right corner of the screen. Review all the items in your cart again, then proceed to checkout. You can also adjust the quantity of each item on this page.
What is the status of my order?
To check the status of your order, Here's what you will see:
Preparing for Shipment - This means we're currently processing and packing the goodies for your pet. We perform an in-house quality check before packaging your order. You'll receive a confirmation email with tracking information.
Shipped - Your order has left our warehouse. Within 24 to 48 hours, you will also see a link to track your package.
Delivery - Your order status will show that your order has been delivered to your selected Address.
How much does the postage cost?
All postage is free. The price you see is the price you pay only in Australia. Note that this offer is only valid for a limited time.
Who will be delivering my order?
We ship via Australia Post to provide you with the easiest, fastest, and most reliable service.
Do I need to be there to sign for it?
If you're not home, the driver will leave your package inside your mailbox or at the door.
Do you ship to PO boxes, parcel lockers and international addresses?
Yes, we offer delivery to PO Box and Parcel Locker addresses. However, if your order is too large for a Parcel Locker, it may be taken to the nearest Post Office or Parcel Collect location for pickup.
Yes, we currently accept orders exclusively from Commonwealth countries, which impose duties and taxes similar to those in Australia. Please note that the customer will be charged additional government charges and postage.
Do you offer express post or next-day delivery options?
Yes, we offer faster delivery options. Next-day delivery and Express Shipping are available in certain areas, subject to availability. For details on costs and availability in your area, please visit our Shipping Page.
Where are My Pet Buddy orders shipped from, or can I collect them?
We ship all orders from our Australian warehouses in Sydney, Brisbane, Perth, or Melbourne, located in most major metro areas. Currently, we do not offer a collection option at our warehouse locations.
How do I cancel or change my order?
If you made a mistake while ordering, do not worry. You can email us to cancel or change your order before it leaves our warehouse, and we will try our best to help you.
Payments
How can I pay for my order?
We accept all primary forms of payment, including Apple Pay, Google Pay, Visa Cards, Master Cards, and PayPal. If you have any questions about payment, please do not hesitate to contact us.
After Pay and Zip Pay are available for instalment payment at checkout.
Why was my card declined?
There are several reasons this might occur. Please double-check that you've entered your card details correctly. If that doesn't resolve the issue, contact your bank to find out why.
Can I make an order online and pay for it over the phone?
We seek to offer the best prices and fastest service. Sadly, we only provide online payment options since we are an online-only business.
When will my bank account be charged?
Your payment method will be charged automatically on the date as soon as you place your order. Sometimes, you will only be charged when your order is ready to ship. If there are any issues, please get in touch with our customer support staff through our Contact Us Page or Email us at support@mypetbuddy.au
What information do I need to check out?
Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order.
Returns
At My Pet Buddy, we prioritize our customers' satisfaction. We endeavour to provide a diverse selection of locally and internationally sourced products. If you find any product from My Pet Buddy defective or not meeting your expectations, we will gladly repair or replace it or provide a refund.
Our Policy lasts 30 days. If you receive your item and are not satisfied with it, you are entitled to a refund, no questions asked. Unfortunately, if 30 days have passed since your purchase, we can't offer you a refund or exchange.
Refunds are not applicable if you have received your order, changed your mind, or purchased by mistake.
Products that have been personalized, such as engraved identification tags, cannot be returned simply because you changed your mind.
Refunds are only available if your product is not as described, broken or never arrives.
To be eligible for a return, your item must be in the same condition as when you received it and in its original packaging (if possible) via Australia Post.
Our committed customer service team assists you with the returns process.
This Policy provides you with benefits in addition to your legal rights, including under the Australian Consumer Law. Your satisfaction is our top priority.
How do I request a return or replacement?
What happens if an item I bought is damaged or defective?
We sincerely apologise for this incident. Please email us at support@mypetbuddy.au with your order number and a description of the issue (photos would be invaluable, too). We will then collaborate with you to resolve the problem. We can send you a replacement item or process a refund, depending on your preference.
What is the status of my refund?
Depending on your banking institution, your refund will be credited back to your original payment method(s) in 3 to 5 business days as soon as we receive the item back to our mailing address or PO Box.
Donations And Support
At My Pet Buddy, we promise to give back and help support our pet rescue and RSPCA partner organisations. We pledge to donate 5% of our profits to PET RESCUE and RSPCA. We invite you to join our big, hairy, audacious mission to create a future where every pet in Australia is safe, respected, and loved. Your donation gives pets a voice and platform to be seen, enabling rescue groups to promote rescue pets and manage adoptions entirely for free through Australia's most successful pet listing management platform. Press the 'Donate Now' button on our website's donation page to reach Pet Rescue, or visit www.petrescue.com.au and www.rspca.org.au for more details.
I have more questions about how to support pets. Who can I get in touch with?
Please feel free to contact support@mypetbuddy.au if you have any further questions.