FAQs

Do you have a question for us? It may be answered in the FAQs below.

If not, feel free to get in touch: sales@petcircle.com.au or 1300 60 80 03. We'd be happy to help!

General

Q : How do I cancel or change an order?

For your first delivery, you can cancel or change your order before it leaves our warehouse. Auto-Delivery customers may change their order at any time.

Q : How do I make a return?

We operate a hassle-free returns policy and a dedicated support team to make everything right.

Simply contact us and we can discuss the situation and determine the best course of action. Note that no credits, or refunds can be given without first speaking to a Pet Circle representative.

See our returns page for more information.

Q : Where is my order?

You can track your order with our couriers using the tracking number provided on your confirmation email. See our shipping page for an estimation of timing and contact us if you think there might be an issue.

Shipping & Deliveries

Q : What is the price of shipping?

We offer shipping free of charge to most metro* areas (Sydney, Melbourne, Brisbane, Adelaide, and Perth). Other metro* areas have their shipping maximum capped while shipping for non-metro areas is dependent 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 do you deliver to?

We ship to homes all over Australia. Some remote areas are ineligible for door to door delivery and goods will be left at the nearest local post office.

Q : Are you able to deliver to PO Boxes?

Yes. We are now pleased to offer delivery to PO Box and Parcel Locker addresses.

Q : How long does delivery take?

We pride ourselves on getting your products to you as fast as possible. In the metro areas of Adelaide, Brisbane, Sydney and Melbourne, you can expect your order within 1-2 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.

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

Our couriers do not have a standard time of the day that goods are delivered. When you order, please make sure you give clear instructions on how and 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?

We operate a flexible, hassle-free policy when it comes to returns and refunds. Please view our returns page to determine if you qualify. Please note that you must speak to a Pet Circle representative before returning any products.

Company Information

Q : Where is Pet Circle based?

Pet Circle is an Australian company located in Alexandria, Sydney.

Q : Can I visit your store in person?

Pet Circle is an e-commerce business only. We do not have a brick and mortar store you can visit. The reason for this is very simple: So we can offer our customers the best price and service possible. We hope you enjoy our convenient, value-driven service!

Q : Can I speak to someone for assistance?

Our dedicated 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, or live chat also you can send us an email: sales@petcircle.com.au.

Learn more about Pet Circle by visiting our about us page.

Auto-delivery

Q : What is auto-delivery?

An auto-delivery is a recurring order that you schedule with Pet Circle. It means you don't have to remember to stock up the pet pantry - your food will arrive just before you need it.

Q : Can I cancel or change my order?

Of course. There are no lock in clauses or contracts - you can cancel or modify your order at any time, before the product has been dispatched, with no penalty.

Q : What are the benefits of using auto-delivery?

To ensure you never run out of food again, setting up an Auto-delivery schedule enables your food to be delivered at a regular interval of your choosing. Simply 'set and forget' and their bowl will never be empty again!

Q : How do I know what timing to select for my auto-delivery?

We recommend you make an estimate of how often you need to buy food. As you are nearing the end of your bag, you can login to your account to update your order, or simply give us a call and we will adjust your schedule.

Q : Can I change the products in my auto-delivery?

Yes, you can add products by purchasing them as usual. To remove products you no longer need, simply update your order in your account.

Payment Information

Q : What payment options do you offer?

Customers can pay using Paypal or with a credit card. We accept Visa, Mastercard and American Express. Unfortunately we are unable to receive payments using Bpay or Direct Deposit at this time.

Q : I have attempted to purchase something although it tells me there is an error. Have I been billed?

Please contact sales@petcircle.com.au 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 offer a wide range of quality pet supplies and are constantly expanding our range. If the product you buy is not listed, please contact us at sales@petcircle.com.au.

Q : Do you offer samples?

Unfortunately we do not offer sample bags. We suggest trying the smaller bags of food to determine which one your pet prefers.

Q : Do you offer further discounts for bulk buyers?

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

Referrals

Q : What is your refer-a-friend program?

The best recommendation is one that comes from a friend. We reward referrals with a $10 credit - for you and your friends. There is no limit to the number of referrals you can make!

Q : How do I find my refer-a-friend coupon?

Your referral code will be in your welcome email and on the bottom of most emails you get from us. It looks a bit like REF94V0. Email us if you can't find it.

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

Tell your friends, family and co-workers about Pet Circle by sharing on Facebook, with the members of your dog club, or via email.

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 : Full Terms and Conditions

A minimum spend of $50 on pet food strictly 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?

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

Q : Can I use multiple coupons at once?

No. You can only redeem one coupon per order.