FAQ
Check out our Frequently Asked Questions below. If you still need help please contact us.
Shipping
Where do you ship to?
We currently only ship domestically within Australia. We offer free standard shipping on orders over $120 with Australia Post. Orders under $120 have a flat rate shipping cost of $10.
But we aim to expand internationally in the future. Sit tight for updates!
When will my order arrive?
Processing times range from 2-7 business days depending on the nature and stock of the product. However we will always strive to send them out within 1-3 business days after purchase. If it is a handmade or custom product please allow extra lead times on top of estimated shipping time.Standard shipping is estimated between 4-7 business daysExpress shipping is estimated between 2-4 business daysThese indications of shipping lead times is an estimate depending on location and are subject to changes in supply and demand of couriers during certain periods. Please contact us if you have any urgent shipping queries or concerns.
How do I track my order?
We will usually use Australia Post as our main carrier and send you a confirmation email with a tracking number. If we use Sendle we will also send you a confirmation email with a tracking number for you to track.
Returns
Do you accept exchanges or refunds?
We will only accept exchanges made within 14 days of purchase. All goods must be unwashed, unused or undamaged and in its original condition with all tags still attached. If you ordered the wrong size/colour, we will refund you the total purchase price including shipping, upon the product being returned. We will allow you to pay the difference and send you a new item with shipping at your expense. Customers are liable for all return postage and exchanges so please make sure to check that all your details are correct. We highly recommend sending the items with tracking to ensure we receive it and can process your request more efficiently.There will be no exchanges or refunds for sale items or change of mind. Please email us at hello@thepetcentral.com.au for any further questions regarding exchanges and refunds before sending over items.
How long does it take to process my return?
This will depend on how quickly you ship back the products back to us or one of our suppliers. We will ususally ship out the new products 1-3 business days upon inspection. Processing times can range to a week or two depending on your location as well and domestic shipping times.
Can I change or cancel my order?
You can only change your order if you entered the sizing, colour, and/or design incorrectly. Kindly check all your details carefully before purchasing as different products and brands have different sizing.We will not allow any changes or cancellations to your order after 24 hours of purchase. Please let us know immediately if you entered the wrong details including address. If items have already been shipped please see our refund policy and email us at hello@thepetcentral.com.au for further enquiries.
General
How can I join The Pet Central as a brand partner/supplier?
We are always looking for new and exciting brands that share the same values as us to join our growing family! Simply send us an email at hello@thepetcentral.com.au registering your interest and we will gladly provide futher information!
What happens if I receive a faulty product?
We aim to provide high quality goods for both pets and humans. However, if upon inspection your order is defective, damaged or you received the wrong item, please contact us immediately so that we can evaluate the issue and make it right. In the instance that a product is faulty, we will only allow refunds if it has been inspected and approved by us. We are not liable for the cost of return shipping and it must be appropriately packed with tracking. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.Contact us at hello@thepetcentral.com.au prior to arranging this with proof of damage.
Why haven't I received some items from my order?
The Pet Central works together with a range of different brands to provide a variety of products. Some items will be dispatched directly from our brand partners, while others from us here in Melbourne. This means that your order can arrive seperately, but we will send a tracking number for each parcel so you know what to expect. Receiving more than 1 package is not so bad when you're getting goodies each time! You know what they say, the more the better!Please be aware that due to the nature of some handmade/custom items it might take longer to process thus take more time to deliver.