Frequently Asked Questions

FAQ Topics

Getting Started

Q How do I log in or register an account with PetWise Online?
Q Do I need to create an account to make purchases online?
Q How do I update or change my account information?
Q How do I view my order history?
Q What do I do if I have forgotten my password?
Q How do I contact PetWise?
Q Can I place an order over the phone?
Q Can I change or add items to my order once I have checked out?

Payment Options & Security

Q What payment types are accepted?
Q Can I still make a purchase if I don’t have a credit card?
Q How do I know my credit card details are safe?


Q Can I pick up my order directly from you?
Q Can I change the delivery address on my order?
Q How much does shipping cost?
Q Where do you ship to?
Q Can I send my items to multiple addresses? Do you drop ship orders?
Q When should I expect my delivery?
Q What time will my delivery arrive?
Q What if I am not there to accept my delivery?
Q What happens if my order does not arrive in the estimated time frame?

Refunds, Returns & Exchanges

Q What is our return and exchange policy?
Q What is our delivery refund policy?
Q What if I receive a faulty or defective product?
Q Do I need to show receipts to return or refund a product?
Q What are my rights under the Australian Consumer law?
Q How long will it take to receive a refund for a product purchased online?
Q If I am unable to find my Tax Invoice can I use a bank statement as proof of purchase?
Q Is the delivery fee refundable if the product was purchased online?

Technical Errors

Q What should I do if I am experiencing a technical error?
Q What happens if my ordered products are out of stock?

Security Policy

Q PetWise Security Policy

Privacy Policy

Q About This Privacy Policy
Q What kinds of personal information is collected and held?
Q How does PetWise collect personal information?
Q How does PetWise hold your personal information?
Q Anonymity and Pseudonymity
Q Direct Marketing
Q Overseas Disclosure of Personal Information
Q Online and Digital Services
Q Cookies and Digital Identifiers
Q Accessing Personal Information
Q Updating Personal Information
Q Destruction of Personal Information
Q Complaints About Handling of Personal Information
Q Changes to This Policy

Conditions of Use

Q Conditions of Using this Website

Terms & Conditions

Q Terms & Conditions as a Customer of PetWise
Q Order Placement
Q Order Shipping Times
Q Credit Card Payments
Q Back Orders
Q Prices
Q Delivery and Risk
Q Credit Account Policy
Q Returns
Q Acceptance of Goods
Q Property of the Goods
Q Force Majeure
Q Product Advice and Usage
Q Privacy
PetWise acknowledges the Dharug people, Traditional Custodians of the land on which we operate, and pay our respects to their Elders past and present. We extend that respect to all Aboriginal and Torres Strait Islander peoples.