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