FAQ

Ordering & Shipping

How can I track my order? Once your order has been dispatched, you will receive a confirmation email with a tracking number. You can track your parcel via the Australia Post website or the designated courier service.

What are the shipping costs? Shipping costs are calculated at checkout based on the weight of your order and your delivery location within Australia.

Do you ship internationally? Currently, we only ship within Australia. 

What happens if I’m not home for delivery? Most orders are sent via receipted delivery. If you are not home, the courier will leave a card, and your package will be taken to the nearest Australia Post office or collection point for pickup.

Returns & Exchanges

What is your return policy? We offer a 28-day return policy for "change of mind." The product must be unused, in its original packaging, and in a re-saleable condition. Please note that for hygiene reasons, litter trays that have been used by a pet cannot be returned.

What if my item is faulty? We comply with Australian Consumer Law. If a product is faulty, damaged, or does not match the description, we will provide a refund, replacement, or credit. Please contact us at info@pha-ozpet.com.au with your order details and a photo of the fault.

Who pays for return shipping?

  • Change of Mind: The customer is responsible for all return shipping costs.

  • Faulty/Damaged Items: Oz-Pet will cover the cost of return shipping and the delivery of the replacement item.

Breeders & Professionals

Do you offer discounts for breeders? Yes! We value our partnership with the breeding community. Registered breeders can apply for an account on our website to access professional pricing and bulk discounts.

How do I register as a breeder? Visit our Breeders/Exhibitors page and fill out the registration form with your prefix and association details. Our team will review your application and notify you once your account is active.

Still have questions?

If you couldn’t find the answer you were looking for, please reach out to our team at craig@ozpetsdirect.com.au or visit our Contact Us page.