Shopping Help

WELCOME TO PET PALS - A SAFE AND SECURE SHOPPING SITE!

Pet Pals has tried to source the best and most fabulous products from around the world and we believe that you will be absolutely delighted in the gift you have chosen for your beloved fourlegged friend. If however the products you have purchased do not meet our advertised quality we will gladly refund your money. Please refer to our refund policy.

Phone Orders

If you'd prefer to purchase directly from us via a phone order, please just free call 1800 502 644 and we will process your order over the phone while you wait!

Shopping Online

Our 'shopping cart' has been designed to make your purchasing as easy and stress free as possible but there may be some things we have overlooked so please feel free to contact us should you experience any difficulty. We will endeavour to attend to your problems as soon as possible. All transactions are processed in Australian Dollars. Our site is a secure westpac site and you can shop with the knowledge that your details are private and secure.

Shipping

We currently do not ship to destinations outside of Australia and New Zealand. If you require shipment to destinations outside of Australia please email us for further information.

Non-credit card payment options

Don't worry if you don't have a credit card. We are here to assist in what ever way we can to enable you to get that extra special present for your precious pet. Please contact us as we accept personal cheques and money orders plus direct debit, however you must email us or put information in the 'comments" section alerting us to this and we will contact you.

Additional Freight

Some products may require additional freight - this will be listed on the product page. If you are ordering an item that requires additional freight, simple buy the extra freight from the "freight category" as designated on the relevant product page.

Privacy

Pet Pals understands that your privacy is of the utmost importance to you and we have invested heavily to ensure that the details you provide to us remain secure at all times. Privacy laws require us to advise you of the following.

Collection of personal information

Personal information is collected to enable us to:  

  • process your orders
  • improve our services to you
  • inform you of any new products, specials, promotions and changes to our business that may be of interest to you. (you may select not to receive this type of information)

Any information that is provided by you is stored and protected in our secure database

Pet Pals is not involved in the selling or unauthorised use of your personal information

Personal information may be updated by logging on to our website or contacting us at our daytime phone number.

Refund Policy

Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong selection. We do not refund or credit reduced or on sale items. You can choose between a refund, exchange or credit where goods are faulty, wrongly described, different from a sample shown or don't do as they are supposed to. Goods must be returned within three weeks unwashed, unworn and in resaleable condition. Credit will be made via your original payment method.

 

Ordering

PLEASE CONTACT US PRIOR TO SENDING ANY CHEQUES OR MONEY ORDERS

Minimum Order for retail purchases is $20

All prices quoted are inclusive of GST

We accept cheques and money orders if you do not have access to a credit card. Your order will be shipped once cheques have been cleared. Please contact us if you have any further queries.

If requested items are sold out you will be notified ASAP and a replacement product similar to the one ordered will be offered. If a suitable item cannot be found a refund will be given only if your credit card has already been processed or full payment has been received. We update our availability of stock regularly but customers are free to email us first before proceeding with purchase.

Please note that slight variations may occur in size and colour to those stated or depicted in our catalogue. Refer to Size Chart for correct measurements. Slightly bigger is better. 

 

Card Security

HOW SECURE IS MY TRANSACTION?
The Pet Pals supplies you with a secure session within our shopping 'checkout'. You will notice a padlock icon on the base of your browser when you enter through to the 'checkout'. This indicates that all information entered in the session is secure.

HOW SAFE ARE MY CREDIT CARD DETAILS?
When you click the 'Place Order' button, we send the credit transaction directly to the bank. We do not transfer those details to others for their commercial use. Unlike giving credit card details over the phone, our online system automatically encrypts all your details using the latest encryption standards.

The following cards can be used at Pet Pals Online: Visa, Mastercard.  PLEASE NOTE VISA CARD USERS MAY BE REQUIRED TO VERIFY THEIR DETAILS FOR ADDED SECURITY REQUESTED BY VISA, THIS IS A BANK SECURE SECTION AS YOUR TRANSACTION PROGRESSES