FAQs

Do you have a question for us? Browse our frequently asked questions to see if your question can be answered.

Still can’t find what you’re looking for? Email us: service@naturalpetstore.com.au and we’ll be in touch within 24 hours. A real person who works in the warehouse mans our customer care email, so you’ll receive an authentic response from a person who cares.

 

Shipping

 

Q: Can I pick up my order in person?

Unfortunately, no. We are an ecommerce business only and do not have a shop front. This helps us keep our overheads down so that we can pass on the savings to you. Our warehouse is extremely busy and we can not cater for customer walk ins.

Q: Where can you ship to?

We currently only ship orders within Australia, including PO boxes and Parcel lockers.

Q: How much is shipping?

Shipping is FREE for all orders over $100 if you live within Sydney metro. We apply a $6.95 flat rate shipping fee for all Brisbane and Melbourne orders.

Live outside of these areas? Shipping charges to the rest of Australia can be found on our shipping page and can be calculated at checkout.

Q: How long does delivery take?

This depends on your location. We ensure your orders are dispatched from our warehouse within 24 hours of your payment being processed. Delivery to major East Coast metro areas can take 1-3 business days, while remote areas can take over 5 business days.  Delays can occur during busy periods, including public holidays & major events.

Natural Pet Store takes no responsibility for delayed or misplaced orders.

If more than 7 business days pass and there’s still no sign of your order, please get in touch with us and we’ll try to track your order down.

Q: I received the wrong item. What do I do?

Whoops! If you’ve received something you didn’t order, or your order is not complete, please notify us via email within 2 business days of receiving the order. We’ll do our best to ensure you receive the correct goods in a timely manner. Please ensure you open your parcels as soon as you receive them and check that everything you’ve ordered is included.

Q: I won’t be home during the day when my order arrives. Can I give an authority to leave my order on my doorstep?

Yes, but please give specific instructions at the online checkout when ordering specifying a secure location for the courier to leave your goods.

Q: Will all of my items be in stock and ready to be shipped to me?

You might be surprised to hear it, but Natural Pet Store is run by real people, right here in Australia. We don’t outsource our customer service or ship from an overseas supplier, meaning we cut out a lot of middle men to ensure your item gets to you as quickly as possible.

If you can order and pay for an item on our website, we physically have it in our Sydney-based warehouse and we dispatch your order within 24 hours.

Q: My items were damaged on their way to me. Can I get a refund?

We do all that we can to make sure your items won’t get damaged on their way to you. If the worst should occur, please email us ASAP with your invoice number and send pictures of the damage. We will do all we can to rectify the situation.

 

Payment

 

Q: What payment options do you offer?

We offer payment via Visa, Mastercard, American Express and PayPal.

Q: Do all prices include tax?

All prices are quoted in Australian dollars, inclusive of GST, unless otherwise stated. Prices are subject to change at any time.

 

Returns and exchanges

 

Q: My pet doesn’t like the food I ordered. Can I get a refund or exchange?

Unfortunately, we can’t offer refunds on open food purchases as we can’t resell them. If you’re purchasing a new product that your pet hasn't tried, we suggest purchasing a small bag of food first to see if they like it. We always recommend introducing a new food to your pet gradually over a week or so to minimise the risk of digestive problems.

Q: Can I cancel or change my order?

You can cancel or change your order as long as it has not left our warehouse. Please advise us via email as soon as you change your mind. Please note, if you cancel your order, we reserve the right to charge a cancellation fee to cover the bank costs associated with the credit card transaction.

Q: My pet and I don’t like the item/s I ordered. Can I get a refund?

We believe in making the right decision for your pet to live a happy and healthy life. If you or your pet are not 100% satisfied with any non-food purchase (toys, accessories, etc), please email us within 7 days of receiving your order. We’ll be able to either offer you a store credit or a refund less postage and handling depending upon the circumstances.

Please make sure all items are returned to us in an original, resaleable condition within 14 days.

Unfortunately, we can’t refund the delivery charges for your order.

We do not accept returns on food items.

 

Ingredients

 

Q: Are your products irradiated?

No. We ensure all of our imported products have the appropriate import permits to allow their products to come into Australia without undergoing any irradiation or fumigation treatment.

Q: Why do the food products not have a long expiry date?

Due to the nature of the foods being naturally preserved, they have a shorter shelf life than other brands. We replenish our stocks regularly with our suppliers to ensure it is as fresh as possible. We also store your products in a temperature controlled warehouse. If you have a small pet, we suggest buying the smaller bags of food to ensure their freshness after opening. Most brands require the food to be used up within 8 weeks of opening the bag to guarantee freshness and palatability. We ensure your products have at least a 3 month until best before date when sending them to you. Please email us BEFORE purchase to enquire on any best before dates.