FAQs

Have you got a question for us? Great! We'd be happy to answer - just check out our frequently asked questions below.

If you don't find the answer you're looking for, feel free to get in touch via email at sales@petcircle.com.au or 1300 60 80 03. We're here to help!

General

Q : How do I cancel or change an order?

Made a mistake while ordering? No worries. For one-off deliveries, you can cancel or change your order before it leaves our warehouse by logging in to your account, selecting the My History tab and cancelling your most recent order.

If you're an Auto Delivery customer, you can change your order at any time by logging into your account and selecting the My Auto Delivery tab and making your desired changes from there.

Q : How do I return an item(s)?

If you find that you're unhappy with an item you've purchased from us, we have a hassle-free returns policy as well as a dedicated support team to make everything right for you. Simply contact us and we can sort everything out. Please note that no credits or refunds can be given without first speaking to a Pet Circle representative.

See our returns page for more information, including a list of items exempt from return.

Q : Where is my order?

When you place an order online at Pet Circle, you will receive a confirmation email with a tracking number that you can use to track your order on its journey to your doorstep. Check our shipping page for delivery time estimates, or if you think there might be an issue, feel free to contact us via email at sales@petcircle.com.au, or give us a call on 1300 60 80 03.

Shipping & Deliveries

Q : How much will shipping cost me?

Good news! We offer free shipping over $49 to most metro* areas (Sydney, Melbourne, Brisbane, Adelaide, and Perth). Other metro* areas will have their maximum shipping cost capped, while shipping for non-metro and rural areas will depend on where you live and the size of your order. Visit our Shipping Page for more information.

* Please note metro areas are defined by our courier partner and their serviceable zones.

Q : Where can Pet Circle deliver my order?

We ship to residential homes all over Australia! That said, sometimes our couriers cannot offer door to door delivery for more remote areas - in this case, your goods will be left at the nearest local post office for safekeeping until you're ready to pick them up.

We are also happy to deliver to your workplace: just make sure you include your business name to make sure your order arrives promptly.

If you are wanting to ship a Same Day Delivery order to your workplace, please keep in mind that these are delivered between 3pm and 7pm - if your business closes within in these hours, we strongly recommend a different shipping option.

Q : Are you able to deliver to PO Boxes?

Absolutely! We offer delivery to PO Box and Parcel Locker addresses - just note that if your order is too large for a Parcel Locker, it maybe be taken to the nearest post office or Parcel Collect location for pickup.

Q : Am I able to pay for an order, but have it sent to somebody else's address?

That's not a problem at all - just make sure you include the recipient's name in your delivery address details to avoid confusion.

Q : How long does delivery take?

We understand that sometimes your pet just can't wait to get their paws on their favourite treats or toys - which is why we aim to get your order to you as soon as possible.

In the metro areas of Adelaide, Brisbane, Sydney and Melbourne, you can expect your order within 1-3 business days. If you are just outside the metro areas or in large towns, it can take another day or two for your order to get to you. Deliveries further afield may take a week (and occasionally more) from the time of dispatch. See our shipping page for more information.

Don't forget that you can use the tracking number provided with your order confirmation to find an estimated arrival time for your order.

Q : At what time of day will my order be delivered?

Our couriers do not have a standard time of the day that goods are delivered.

To make things easier for you, when you place order, make sure you give clear instructions on where the package should be left if you are not home, as we give our couriers "authority to leave". We find that customers prefer this approach for its convenience.

Returns

Q : Can I return an order?

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If you find that you're unhappy with an item you've purchased from us, we have a hassle-free returns policy as well as a dedicated support team to make everything right for you. Simply contact us and we can sort everything out. Please note that no credits or refunds can be given without first speaking to a Pet Circle representative.

See our returns page for more information, including a list of items exempt from return.

Company Information

Q : Where is Pet Circle based?

We're an Australian-owned company headquartered in Sydney, New South Wales. If you want, you can learn more about us by visiting our

Q : I need help! Can I speak to someone for assistance?

Our customer support team would be happy to help! You can contact us over the phone from Monday to Friday 8am to 8pm AEST or Saturday to Sunday 9am - 6pm AEST on 1300 60 80 03. Alternatively, you can use our handy Live Chat service or send us an email.

Auto-delivery

Q : What is Auto Delivery?

An Auto Delivery is a recurring order that you schedule with us - you just set your pet’s favourite food, treats, meds and more to be delivered at set intervals, and forget. It's great for a few other reasons: it means that you don't have to remember to stock up on the essentials, automatically applies sales and discounts, and more.

You can find out more about our Auto Delivery service

Please contact sales@petcircle.com.au or phone us on 1300 60 80 03 if you have any concerns over billing.

Product Information

Q : I don't see my favourite brand on your site. Can I request a product?

We're more than happy to take requests, especially as we expand into the future. If the product you're after is not on our site, please contact us at sales@petcircle.com.au and let us know of any awesome brands we should be stocking.

Q : I'm not sure if my pet will like a certain food...do you offer samples?

Unfortunately we do not offer sample bags. If you're not sure if your pet will take to a new food, we suggest trying a smaller bag of food at first to determine what your pet prefers.

You can also check out our vet-approved guide to transitioning your pet to a new food for more handy tips.

Q : Do you offer further discounts for bulk buyers?

Unfortunately, we do not offer additional discounts for bulk buys.

We are able to offer the best value on pet food in Australia due to our efficient business and relationships with suppliers. We offer a price match guarantee, a pricing commitment for our Auto Delivery customers, and competitive prices on all products for "one off" purchases.

Referrals

Q : Do you offer a referral program?

We sure do. It's called Refer A Friend - because often the best recommendation is one that comes from a friend. We reward referrals with a $10 credit for both you and your friends, and better still, there is no limit to the number of referrals you can make!

Q : How do I find my Refer A Friend coupon?

Most emails you receive from us - such as order confirmations - will include a special Refer A Friend coupon in the email footer that you can use to refer your friends and family to Pet Circle. Alternatively, you can find your code by logging into your account, selecting the My Referrals tab, and finding the code there.

An example of a referral code is REF94V0 - just so you know what you're looking for!

Q : What is the best way to use this code?

Tell your friends, family and co-workers about Pet Circle by sharing your referral code on Facebook or Twitter (this can be done in your account via the My Referrals tab); in an email, with your dog lover's club, or in a letter if you feel like getting fancy.

We ask that you do not share these coupons on the Pet Circle Facebook page or on coupon sites. These are for personal recommendations only. Thanks for understanding!

Q : Are there any rules (terms and conditions) that I need to follow?

Here's the less-fun stuff: a minimum spend of $50 (on behalf of the referred) needs to be met for the coupon to apply. Pet Circle reserves the right to cancel customer referral credits/coupons at any time. Coupons found to be placed on websites and/or deemed by Pet Circle to be used outside the context of a friend referral will be cancelled by Pet Circle, alongside any outstanding account credits/balances resulting from such usage. Credits cannot be applied to one household more than once.

Coupons

Q : How do I redeem a coupon (outside of Refer A Friend)?

Sometimes we offer special promotions or discounts that can be redeemed with a coupon. To redeem, simply enter your coupon in the relevant field in the checkout section and click 'apply code', simple as that.

Q : Can I use multiple coupons at once?

Sorry, you can only redeem one coupon per order.