Frequently Asked Questions
If you have a question about anything at all don't hesitate to contact us by email orders@petspalace.com.au. Alternatively, you can give us a call 7 days a week 9am - 6pm on 0411 560 599, however you may just find the answer you are looking for right here.
Where do you deliver to?
We deliver Australia wide via Australia Post. We do not ship products Internationally.
When can I expect my order?
Usually we post out your order within 1-3 working days. Please be aware that occasionally there are times it will take longer than this.
When you place your order you will receive an order confirmation email letting you know we have your order. Once we have packed your order, you will receive another email stating your order has been fulfilled and ready for shipping.
Can I track my order?
We apply a tracking code to every order we ship. Once your parcel has been lodged with Australia Post you will be able to easily track it yourself. But if at any time you are worried about your order, please email orders@petspalace.com.au
Please allow extra time during peak holiday periods like Christmas.
How much is Shipping?
We offer a fantastic $6.95 FLAT rate to all parts of Australia. Simple as that.
Will you deliver to PO boxes?
As we ship with Australia Post we can deliver to PO Boxes.
Can I cancel or change my order?
Yes you can, however this must happen prior to us shipping out your order, if this occurs and you would like to return it, you will need to pay for any return postage also your initial postage costs will not be reimbursed. If you would like to add to your order and it has already been shipped a new order would need to be placed with its own postage charges. We recommend that you contact us immediately as soon as you realise you would like to change something.
Can I visit your store in person?
Yes, by all means we are also a bricks and mortar store so you can come into our store and talk to our staff anytime you like. We have all the products that are online available in-store, in-fact there are probably more. We are located at Shop 28, 617-627 King St Newtown NSW. For all our details visit Contact Us.
How can I pay for my order?
We accept all major credit cards including Mastercard, Visa and American Express, PayPal & After Pay.
Can I return a Sale Item?
Unfortunately Sale or discounted items cannot be refunded or returned. In many cases these items are no longer available to us to purchase from our suppliers and therefore we are selling them to you online at a discounted rate.
How can I get a discount code?
Discount codes are sent out via email for specific promotions, they will have an expiry date to use them by. If you would like to receive discount codes via email please subscribe to our newsletter at the bottom of the page. Look for the space to enter your email below "Sign Up For Special Offers" Or sign up for an account by clicking Join Now in the menu bar on our website.
How many discount vouchers or codes can I use at one time?
Only 1 discount option can be used per order.
How do I redeem a Gift Certificate?
To redeem your Gift Certificate please enter the code that appears on the Certificate into the "Enter Gift Certificate" field in our shopping cart. Be sure not to be too hasty and enter it into the discount code area as this is different. The area for the Gift Certificate to be entered is clearly marked as Gift Certificate not Discount Code. The value of your goods will be deducted from the total of your Gift Certificate leaving any outstanding balances. Any outstanding amounts can be paid via PayPal, or credit card via our secure payment gateway. If you do to use all your Gift Certificate this is OK too, you can spend the remaining balance anytime before the expiry date.
