Frequently Asked Questions
- Contact Us
- Delivery Information
- Security Policy
- Online Returns Policy
- Conditions of Use
- Frequently Asked Questions (FAQ)
If you have any questions or need help with your account, you may Contact Us to assist you.
- 1300 123 088
- [email protected]
- Getting Started
- Finding Products
- Repeat Delivery
- Payment Options and Security
- Placing an Order
- Changing or Cancelling an Order
- Refunds, Returns and Exchanges
- Technical Errors
How do I log in or register an account with Petwise Online?
To register for an online account, all you need to do is click on the Sign In or My Account options in top left corner of the page. This will direct you to a new page and offer you an easy process to login or create a new account.
Do I need to create an account to make purchases online?
You can register as a guest to make purchases online but there are benefits of creating an account with Petwise:
- All your online purchase history is saved in your account for your convenience
- Shop faster with access to your previous orders
- From time to time we may send you special offers and exclusive deals!
How do I update or change my account information?
To update your account information:
- a) Click 'My Account' and Sign in to your account.
- b) You will now be at your ‘Dashboard’. Click edit on any field you wish to change ie, Contact Information, Billing Address, Shipping Address.
- c) Update details and 'Save Changes'.
How do I view my order history?
You will only be able to view your order history if you have registered an account with us.
To view your order history:
- a) 'Sign In' to your account
- b) Click ‘My Orders’ on the left hand menu.
- c) This will show you all the previous orders you have made.
- d) Click ‘View Order’ to see the details of the orders.
What do I do if I have forgotten my password?
If you have forgotten your password Click ‘My Account’ or ‘Sign In’ in the top right. This will bring you to the “Log In” page. Here you will find a ‘Forgot your Password’ link. Click the link and you will be required to enter your email address and an email outlining the steps to create your new password will be forwarded to your inbox.
Repeat (Reorder) Delivery
What is repeat delivery?
A repeat delivery is an order that you schedule with Petwise. It’s an easy and convenient way to make sure you never run out of your stores essential items.
What payment types are accepted?
Petwise only accepts payments from VISA, MASTERCARD and PAYPAL and attract no credit card surcharge.
Can I still make a purchase if I don’t have a credit card?
Yes, you can still make a purchase if you are using a VISA or MASTERCARD debit card; alternatively, you can open a PayPal account.
How do I open a PayPal account?
Opening a PayPal account is free and easy! Just visit www.paypal.com.au and follow the instructions.
How do I know my credit card details are safe?
To ensure the safety of your personal credit card details we use the Braintree payment gateway for all card orders placed. For more information please see our security or privacy policies.
Placing an Order
What do I do if I have not received my shipping confirmation?
If you have not received your shipping confirmation within 24 hours please contact our Customer Service Team at [email protected] who will assist you in tracking your order.
Can I place an order over the phone?
Yes, Petwise will accept phone, fax and email orders however if you are experiencing difficulties placing an order online please feel free to contact our Customer Service Team at [email protected] who will happily assist you or see the contact us section of the website.
Changing or Cancelling an Order
Can I change or add items to my order once I have checked out?
You cannot make changes to your order once you have checked out, however if you do wish to change or cancel your order please contact the customer service team at [email protected] within 24 hours and they will attempt to stop the order before it has been dispatched.
If we are unable to stop your order if it has already been dispatched, however you may wish to return your purchase to us. Please see our Returns Policy or contact our Customer Service Team at [email protected]
Can I change the delivery address on my order?
You cannot make changes to your order once you have checked out, however if you have made an error and need to change the delivery address for the order please contact the Customer Service Team at [email protected] who will attempt to stop the order before its dispatched.
Where do you ship to?
We ship all over Australia. We do not ship internationally at this time. Petwise use courier services to ship your order and therefore you must supply a street address as PO boxes are unable to be delivered to.
Can I send my items to multiple addresses?
Only one delivery address per order will be accepted therefore if you wish to ship to multiple addresses you will need to create separate orders.
When should I expect my delivery?
Delivery should be expected from 2 – 5 days. Delivery time is dependent on the dispatch date and the distance of the delivery destination.
What time will my delivery arrive?
As with most delivery services, the couriers that will deliver your order do not have a standard or set time of the day that goods are delivered. Your order will be delivered on Weekdays only from Monday to Friday and generally only during business hours 8am-6pm. During your checkout process there will be a special delivery instructions comment box if you have any special requests. Please note not all requests will be able to be met, however we will attempt to ensure we provide the best service we can.
Please note: Should any items ordered fall in to a cold chain category (Goods requiring shipments to be sent under ambient temperatures) these will be sent with the weekends or public holidays in mind.
What if I am not there to accept my delivery?
If you are not there when the courier attempts to deliver your order they will typically leave a note or calling card. This calling card usually contains the details needed to contact the courier to arrange a suitable re-delivery date. The courier will attempt to deliver your order two times however if for any reason you do not contact them and/ or they are unable to contact you, the delivery may be returned to us. If returned, we will contact you and either arrange another delivery (at an additional cost to you), or we will arrange a refund of the order value less any incurred delivery costs.
I have received my shipping confirmation but the delivery has not arrived. What should I do?
Your order will take between 2 - 5 days to reach you. This time frame depends on the dispatch day and the destination address. If your delivery is taking longer than 5 days please contact our Customer Service Team at [email protected] who will track your delivery for you.
Refunds, Returns and Exchanges
Will I receive a refund for products purchased online?
If you have a copy of your Tax Invoice and have followed the product assessment procedure you may receive a refund as outlined in our Returns Policy. For more details, please refer to our Returns Policy.
Can I exchange a product which was purchased online?
If you wish to exchange a product you may contact our customer service team at [email protected] who will advise you on how to make your exchange as easy as possible.
Please note that the delivery charge will only be reimbursed to you if Petwise is at fault and that is the reason you are exchanging the product. In all other circumstances including change of mind, the delivery charges will not be reimbursed.
For more ininformation,lease see our Returns Policy.
How long will it take to receive a refund for a product purchased online?
To arrange for a refund on your item please contact our Customer Service Team at [email protected] who will assist you with returning the item and providing you will a refund. The refund can take up to 5 – 7 business days as the item needs to be returned to our online Returns Centre before it can be assessed. For more information, please see our Returns Policy.
If I am unable to find my Tax Invoice can I use a bank statement as proof of purchase?
Unfortunately, Petwise will not accept bank or credit card statements as proof of purchase however if you have registered an account with our Online Store you will have access to your purchase history and will be able to retrieve your invoice from there. If you have checked out as a guest our Customer Service Team may be able to help you, however copies of Tax Invoices will not be provided if lost or misplaced. Please contact our Customer Service Team at [email protected] if you require assistance.
Is the delivery fee refundable if the product was purchased online?
The delivery charges will only be reimbursed to you if Petwise is at fault, this includes the wrong item being delivered, a manufactured fault with the product or if the product was damaged in transit. In all other circumstances, including change of mind, delivery charges will not be reimbursed. For more information, please see our Returns Policy.
What are my rights under the Australian Consumer Law?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, Petwise is entitled to choose between providing you with a repair, rereplacement,r other suitable remedy. Any cost incurred by you in returning the product to the Returns Centre will be borne by you. For more details, please see our Returns Policy.
What should I do if I am experiencing a technical error?
If our website is experiencing a technical error or you are unable to proceed throughout the checkout process, please contact us at [email protected]
What are the benefits of using repeat delivery?
Repeat delivery is an easy and convenient way to make sure you never run out of your essential items. With online repeat delivery you can now have your products automatically delivered to your business on a day of your choosing, in one simple purchase.
Can I cancel or change my order?
Please contact us at
Email: [email protected]
Ph: 1300 123 088
Can I change the products in my repeat delivery?
Yes, you can. By logging into your account, you can manage your repeat delivery. You can add products by simply selecting the items you want to order, choosing the repeat delivery option, and proceeding through the checkout. To remove products you no longer need, simply cancel the items from your order in your account.
Are all products on the website available for repeat delivery?
Yes, all products listed will be available for repeat delivery, providing they are in stock at the time of placing the order.
When will my payment method be charged?
An email is sent to you before Petwise processes your repeat delivery, your credit card or PayPal account will be charged the day the repeat delivery is processed.
What happens if my ordered products are out of stock?
If our supplier discontinues or is unable to supply your choice of product, we will endeavour to let you know before your next order is due. We will try to help you select a replacement item to be delivered or have the out of stock product cancelled and refunded.