Our items are shipped from multiple warehouses. Shipping services will depend on items size and value.

Shipping partners include, but not limited to, Australia Post, Aramex, Toll, Allied Express, Hunter Express and IPEC. A tracking number will be provided after the item is dispatched.

We do not however, offer express shipping options at this time.  Orders will be dispatched from the warehouse as soon as possible (between 1-2 business days), so you can start enjoying your new deals!

All orders are dispatched 1-2 business days after placing your order.  Please note our items are shipped out from multiple warehouses, orders with multiple items may be shipped separately and not arrive at the same time. 

When an item is shipped you will receive tracking details with a more accurate delivery estimate from the shipping company. 

Unfortunately, it is not possible to schedule a specific date or time for a delivery.  Orders will be delivered between 9am and 5pm, from Monday to Friday.

When an item is shipped you will receive tracking details with a more accurate delivery estimate from the shipping company. 

Depending on product size and/or product value, some parcels will be delivered and left in a safe place on your premises.

Others may be directed to your local post office for collection if no one is able to sign for the package. Failure to collect may result in the item being returned to us, which can incur re-delivery and re-stocking fees.

If you will not be available to sign for a delivery and would like the driver to leave it in a safe place, please indicate in the order notes during checkout with ‘Authority To Leave’ with the instructions for the driver. It is important to note, a ‘Authority To Leave’ will waive any delivery protection.

For orders of high value, Authority to Leave will not be an available option and will require a signature upon receipt.

Unfortunately, we don’t offer pickups from the warehouse for any of our products.

We offer a 14 Day Return Policy, you can contact us within 14 days of delivery.

Change of Mind

A change of mind may include, but is not limited to, purchases where:

• No defect is apparent
• You chose the wrong colour/size/product
• You believe the item to be unsuitable for your needs
• Your personal opinion of the quality

Change of mind returns will not be offered for goods either marked as clearance or reduced to clear.  

If your item is damaged/faulty, missing or incorrect please email us at hello@petsby.au

For change of mind returns, refunds will be issued minus any shipping and re-stocking fees.

Refunds will only be issued under the following conditions:

1.  Products must be returned in their original packaging, along with all included accessories, be in new condition suitable for resale, and must not have been damaged during the time the product is in your possession, including up until we receive the product.
   
2. Care must be taken when returning goods, we do not accept any liability for any loss or damage which may occur during transit.
   
3. After receiving the returned product, we will issue a refund within 1-3 business days and you will be provided with e-mail acknowledgement.

In the event that you receive an item that has been damaged in transit, missing a part or not functioning please contact to our customer  or email hello@petsby.au as soon as possible.  For more information, please refer to our full warranty policy for further information.

We are sorry to hear this and we want to resolve this as quickly as possible.

Please contact us via our contact form or email hello@petsby.au and include your order number, along with any photos or videos clearly illustrating the problem.

If the part is shown in the manual please reference any part numbers. In most cases we will either replace any missing or damaged part or replace the entire product where necessary.