FAQ

FAQ

How do I know my order has been received?

Once you have placed your online in order, a confirmation email will be sent out to your nominated email address. If you do not receive a confirmation email, please contact us at sales@petsville.com.au

Will I receive a tax invoice?

Your confirmation email will include a copy of your tax invoice. We will also include a copy of this with your order

Can I collect my online order from Petsville store?

Yes you can. Simple place your order online, click store pick up  and we will notify you when your order are ready to be picked up in store.

Can I change the delivery address on my order?

You cannot make changes to your order once you have checked out, however if you have made an error and need to change the delivery address for order please contact the Customer Service Team at sales@petsville.com.au who will attempt to stop the order before its dispatched.

Where do you ship?

We ship all over Australia. We do not ship internationally at this time. Petsville use courier service to ship your order and therefore you must supply street address as PO boxes are unable to be delivered to.

When should I expect my delivery?

Orders are dispatched  from Sydney warehouse within 3  business days providing stock is available. It will take approximately three to ten business days for order to reach you, depending on your location within Australia. Delivery times is subject to stock availability, this period may be extended by up to 30 days.

What time will my delivery arrive?

As with most delivery services, the couriers that will deliver your order do not have a standard or set time of the day that goods are delivered. Your order will be delivered  on Weekdays  only from Monday to Friday and generally only during business hours 8am – 6pm. During  your checkout  process there will be a special delivery instruction comment box if you have any special requests. Please note not all requests will be able to be made, however we will attempt to ensure we provide the best service we can.

What if I am not home to except the delivery?

If you are not home when the courier attempts  to deliver your order they will typically leave a note or calling card. This calling card will give you a few options and you can select the one that works best for you. Simply just follow the instructions on the calling card.

I have received my shipping confirmation, but  the delivery has not arrived. What should I do?

Your order will take between 3 to 10 business days to reach you. This time frame depends on  the dispatch date and the destination address. if your delivery is taking longer then 10 days please contact our Customer Service Team at sales@petsvill.com.au who will track your delivery for you.