🐾 Frequently Asked Questions (FAQs)

🚚 Shipping & Delivery

How do I place an order?
To order, simply visit our Shop Now page, choose your desired products, select any size or colour options, then click “Add to Cart.” When you’re ready, click the Cart icon at the top right, review your items, and proceed to checkout.

How much does shipping cost?
We’re proud to offer free standard shipping Australia-wide on all orders. No hidden fees — the price you see is the price you pay.

Do you offer Express or next-day delivery?
Yes! We offer Express Shipping in eligible areas. Charges apply, and options will be shown at checkout. For next-day delivery, please check availability in your postcode area via our Shipping Page.

Who delivers my order?
Orders are shipped via Australia Post. In some cases, we may use other trusted partners like Aramex Australia to ensure timely delivery.

Where is my order shipped from?
We dispatch from our Australian-based warehouse network in Melbourne, Sydney, Perth, or Brisbane, depending on your delivery location and stock availability.

Can I track my order?
Absolutely! You’ll receive a shipping confirmation email with your tracking number. Use it to follow your package via the courier's website.

Do I need to sign for delivery?
If you’re not home, your parcel may be left in a safe place or taken to the nearest Australia Post location. No worries!

Do you deliver to PO Boxes or Parcel Lockers?
Yes — we ship to PO Boxes and Parcel Lockers (We request you to give us a residential address). If your package is too large, it will be directed to a nearby post office or Parcel Collect point.

Do you ship internationally?
Yes — we currently ship to selected Commonwealth countries. Additional shipping charges, duties, or taxes may apply and are the buyer’s responsibility.

🛒 Orders, Cancellations & Returns

Can I cancel or change my order?
You can cancel or make changes within 6 hours of placing your order by emailing support@mypetbuddy.au. Once the order is packed and assigned a tracking number, it cannot be changed or cancelled.

How do I request a return or refund?
If your product is damaged, defective, or not as described, we offer a 30-day return policy. Email us with your order number, description, and photo of the item. We’ll assist with a return, replacement, or refund.

Do you offer refunds for a change of mind?
Unfortunately, we do not offer refunds for change of mind, incorrect purchase, or personalised items (like engraved tags), unless your item is faulty or not as described, in line with Australian Consumer Law.

Where should I send my return?
Returns must be sent back in original condition to our provided return address. We’ll give you instructions via email once your return is approved.

How long do refunds take?
Refunds are processed within 3–5 business days after we receive and inspect the returned item. The refund is issued to your original payment method.

💳 Payments

What payment methods do you accept?
We accept:

• Visa / Mastercard

• PayPal

• Apple Pay

• Google Pay

• Afterpay

• Zip Pay

Can I pay in instalments?
Yes! We proudly support Buy Now, Pay Later options like Afterpay and Zip Pay at checkout. These services allow you to split your purchase into interest-free instalments.

Why was my card declined?
Ensure your card details are correct. If the issue persists, please contact your bank or try a different payment method.

Can I pay over the phone?
As an online store, we only accept secure digital payments through our website.

🐶 Our Products & Services

Where are My Pet Buddy products made?
We source ethically from both local Australian and global suppliers, ensuring safety, quality, and value for your furry friend.

Do you offer Click & Collect?
Not at this stage. We are an online-only business, and currently do not offer pick-up from our warehouses.

Are your products safe for all dogs?
Absolutely. Every item we stock is carefully curated to meet safety and quality standards. If your dog has allergies or sensitivities, feel free to contact us for product advice.

💙 Giving Back

Do you support animal welfare?
Yes! My Pet Buddy donates 5% of profits to PetRescue and RSPCA Australia, helping rehome pets and fund rescue efforts. You can also donate via our Donations Page or directly through www.petrescue.com.au and www.rspca.org.au.

📞 Need More Help?

Our customer support team is always happy to assist.

📧 Email: support@mypetbuddy.au
📩 Or visit our Contact Us page anytime.

Business Information

This website is owned and operated by My Pet Buddy, a registered trading name of Gold Flakes Pty Ltd.
ABN: 93 653 400 821
Registered and operating in Australia.