At Petoody, we want your pet’s order to arrive safely, quickly and with as little stress as possible. Please read our shipping and returns policy below before placing your order.
Shipping
We currently ship orders within Australia.
Once your order has been placed, we will carefully pack your items and prepare them for dispatch. Most orders are processed within 1–3 business days, excluding weekends and public holidays.
Shipping costs are calculated at checkout and may vary depending on your location, order size and the shipping method available.
Once your order has been dispatched, you will receive a shipping confirmation email with tracking details where available.
Delivery Times
Delivery times vary depending on your location and the delivery service used. Please allow extra time during peak periods, public holidays, severe weather events or courier delays.
Petoody is not responsible for delays once an order has been handed to the delivery provider, but if your order appears delayed, missing or damaged in transit, please contact us and we will do our best to help resolve the issue.
Incorrect Shipping Details
Please ensure your shipping details are correct before placing your order. If you notice an error, contact us as soon as possible.
If an order has not yet been dispatched, we may be able to update the address. If the order has already been shipped, we may not be able to redirect it, and any additional postage costs may be the responsibility of the customer.
Damaged, Faulty or Incorrect Items
Please contact us within 7 days of receiving your order if:
- your item arrives damaged;
- you receive the wrong item;
- an item is missing from your order; or
- you believe a product is faulty.
Please include your order number, a brief description of the issue and clear photos of the product and packaging where relevant.
If your item is confirmed to be faulty, damaged or incorrectly supplied, we will offer a suitable remedy, which may include a replacement, refund or store credit, in line with Australian Consumer Law.
Returns
For hygiene and safety reasons, we generally cannot accept returns of opened food, treats, chews, toppers or other consumable pet products unless they are faulty, damaged or incorrectly supplied.
Unopened, unused products may be eligible for return if:
- the item is in its original, sealed packaging;
- the item is in resaleable condition;
- you contact us within 14 days of receiving your order; and
- the return is approved by Petoody before the item is sent back.
Customers are responsible for return postage costs for change-of-mind returns. Original shipping costs are generally non-refundable for change-of-mind returns.
Change of Mind
We understand that sometimes you may order the wrong size, flavour or product.
If you change your mind, please contact us within 14 days of receiving your order. We may offer an exchange, store credit or refund for eligible unopened items, at our discretion.
Please note that we cannot accept change-of-mind returns for opened consumable products, clearance items, final sale items, personalised items or products that are not in their original condition.
Products Your Pet Does Not Like
Every pet has different tastes and preferences. Unfortunately, we cannot offer refunds simply because your pet does not like a product, unless the item is faulty or otherwise does not meet consumer guarantees.
If you are unsure whether a product will suit your pet, we recommend starting with a smaller size where available.
Allergies, Sensitivities and Suitability
Petoody provides ingredient information to help customers make informed choices, but every pet is different. It is your responsibility to check product ingredients and choose items suitable for your pet’s individual needs, allergies or sensitivities.
If your pet has a known medical condition, food allergy or dietary requirement, please seek advice from your veterinarian before introducing a new food, treat, topper or supplement.
Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
If approved, refunds will be processed back to the original payment method where possible. Please allow time for your bank or payment provider to process the refund.
Australian Consumer Law
Nothing in this policy limits your rights under Australian Consumer Law. If a product has a major problem, you may be entitled to a refund, replacement or other remedy. If a product has a minor problem, we may offer a repair, replacement or refund depending on the circumstances.
Contact Us
If you have any questions about shipping, returns or your order, please contact us at:
Please include your order number so we can assist you as quickly as possible.