Frequently Asked Questions
How can I place an Order?
Placing an order with Pet House is simple.
- Firstly, select the items you wish to purchase and click the orange “Add to Cart” button to add the item to your order. Continue with this process with any other items you wish to purchase
- Once you have finished shopping, click on the “Cart” icon at the top right of the page.
- Confirm your order, then select proceed to checkout.
- You will then be prompted to either login to your existing account or create a new account if not already registered.
- Follow the prompts at the bottom of each page to complete the process.
If you experience any issues, please contact our customer service department through one of the following options: Phone (1300 136 936) or through our helpdesk Contact us
How can I make a payment online?
When purchasing online with Pet House, you can make the payment via the following methods:
- Paying via Visa, MasterCard, Amex, PayPal, Openpay or Afterpay through our secure site
- Paying via PayPal, Openpay or Afterpay you will automatically be redirected to sign into your online PayPal or Afterpay account.
If I make the payment Via Credit Card, are my details Protected and Secure?
To ensure Pet House purchases are secure and protected, all transactions on this site are processed using eWay. This is an online payment gateway that encrypts your card details in a secure, hosted environment. Protecting your personal information and the orders placed through Pet House is our priority. To help ensure that your shopping experience is safe, simple and secure, Pet House uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration. You will also notice that when you look at the location (URL) field at the top of your internet browser you will see it begin with 'https:' instead of the normal ‘http:’ - this means that you are in secure mode and environment.
What is PayPal
PayPal is a payment method for online purchases that allows users to send and receive money securely online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.
How do I sign up for PayPal?
You can sign up for a PayPal account on PayPal website.
Who do I contact if I have a problem with my PayPal account?
You need to contact PayPal customer service directly. Please visit PayPal.com for further assistance.
When will my payment be deducted from my PayPal account?
Payment will be deducted from your PayPal account prior to Pet House sending you a Tax Invoice as proof of purchase.
Are your prices in Australian Dollars (AUD)?
All pricing is in Australian dollars.
Do your prices include GST?
All prices include GST.
When you order with Pet House, we like to keep you informed every step of the way. We use the Australia Post tracking service, allowing you to trace your parcel at any time. Once the item has been dispatched from our warehouse, you will receive an email within hours advising of a tracking number and page to follow the progress of your delivery.
On the morning of delivery, you will receive an email stating that the item is on the way. If you are not home to collect the parcel, you should receive a card and will receive a second email to advise that your parcel has been left at your nearest Australia Post office and the time it will be available for collection. Alternatively you can also track your parcel at Australia Post with the tracking details we provided on your account management page.
How long does the delivery take?
Unlike many online retailers, all items are located in our Melbourne warehouse. They will be dispatched the next business day following receipt of your order.
Once items are dispatched from Pet House, you should expect delivery within 2-7 working days depending on your location. We have created a delivery map with estimated delivery times that can be viewed on each product page.
Guaranteed next day dispatch not applicable during promotional periods.
Do you offer back orders or drop shipping?
We do not offer back orders and all items are sent from our Melbourne warehouse.
Can I cancel or change an order?
Please contact one of our Customer Service Representatives on (1300 136 936) or email us and they will advise whether a cancellation or a change to your order is possible
It is only possible to cancel or change your order if the picking process has not commenced.
Returns Policy (Online)
Damaged or Faulty Goods
If any of your items are damaged or faulty upon arrival at their destination please contact our Customer Service Team to organise a replacement or refund. We may request a photo of the item to examine the extent of the damage. Please read our warranty and returns policy for more information.
Refunds or Exchange:
If for some reason you are unhappy or have changed your mind about the item that you have purchased with Pet House, you may return the item at your cost for a store credit within 30 days. For a refund to be applicable a proof of purchase must be obtained and the product must still be undamaged, unused and unopened in its original packaging. Please refer to our refunds or exchange policy for more information.
All refunds will be deposited in the same method that was used for the items purchase. For any inquiries or for further assistance please contact one of our Customer Service Representatives via phone (1300 136 936) or through our helpdesk Contact us
How do I return an item?
If you wish to return an item, please contact our Customer Service team and they will advise you what options are possible and take you through the necessary steps - this will include providing you with a Return Authorisation Number. We kindly ask you to have your purchase order number and email address used during the order process to hand, so we can locate your order.
The Customer Service team can be contacted via phone (1300 136 936)or through our helpdesk Contact us
Original packaging is required where the customer has changed their mind or would like to exchange for a different item, or colour, and to protect the items in transit in the unlikely case that the item was damaged when you received it. Please note that the item must be unused and returned within 30 days of receiving your Return Authorisation Number.
If the item is faulty, but the customer is no longer in possession of the original packaging the return claim can still be submitted as long as the item is packaged appropriately to be sent back via Australia Post
Customer Service can be contacted via phone (1300 136 936), or through our helpdesk Contact us to discuss further. Please refer to our refund and exchange policy for further details.
What is your ABN?
74 323 352 189
How can I contact Pet House?
Phone: 1300 136 936
Helpdesk Contact us
Our Customer Service team is available from Monday to Friday - 8am to 9.30pm AEST Including Public Holidays & Saturday & Sunday 9am - 5.30pm AEST
Head Office Address
P.O. Box 7224
Melbourne. Victoria 3004