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Frequently asked questions

How does Click and Collect work?

Click & Collect allows you to order online and pick up your purchase from your selected Petbarn store. Select the products you want to purchase and look for the “Pick Up In Store” option. Add the products to your cart and enter your postcode. Select a store that has the product in stock and complete your check out.

We will send you an order confirmation email to let you know your order has been received. Once your order is ready, you will receive a “Ready for Collection” email confirming your order is ready for pick up at the store you selected.

When can I collect my order?

Once your order is ready, you will receive a “Ready for Collection” email confirming your order is ready for pick up at the store you selected. You can collect your order seven days a week after you have received this email.

• Place Order by 7am pick up after 11am*
• Place an order by midday and generally you will be able to pick up after 3pm*

*Please note that occasionally during periods of high demand this may not be possibly, please ensure you have received an email confirming your order is ready to be collected before proceeding to store

Where do I go and what do I bring with me to pick up my items in store?

Once your order is ready, you will receive a “Ready for Collection” email confirming your order is ready for pick up at the store you selected. When collecting your order instore please proceed to the check-out counter where a staff member will process your order collection. Please make sure that you bring the following:

• Your order confirmation, in either printed or digital form
• Valid photographic identification*

*Valid photo ID includes Drivers Licence, Passport, Blind Citizens Card, Proof of Age card or Police, Government or Armed Services identification card.

Can I collect my order on the same day?

Place an order by midday and generally you will be able to pick up after 3pm*

*Please note that occasionally during periods of high demand this may not be possibly, please ensure you have received an email confirming your order is ready to be collected before proceeding to store.

Can someone else pick up my order?

Need someone else to pick up your order? Easy, just provide the nominated person your order confirmation, in either printed or digital form. Make sure they are over 18 and provide valid ID at collection.

Which products can I order with Click and Collect?

The Pick Up In Store icon and option will be indicated on the product page if the product you’ve selected is eligible for pick up. Currently Vet Prescription Diets are only available for Home Delivery and cannot be ordered for Click and Collect.

Can I change or cancel my Click and Collect order?

Currently you cannot make changes to your order once you have checked out, however if you wish to cancel your order, please contact the customer service team at online cancellations@petbarn.com.au within 24 hours

How long do I have to pick up my order?

Click & Collect orders will be kept for 14 days from the day you’ve placed your order. If your order is not picked up within 14 days from the original date of purchase your order will be refunded and the products returned to shelf.

Please allow 4-7 business days for the refund to show in your account

What happens if I do not pick up my order?

If your order is not picked up within 14 days from the original date of purchase, your order will be refunded and the products returned to shelf.

Please allow 4-7 business days for the refund to show in your account.

How much am I charged for a Click and Collect order?

There is no additional charge for a click and collect order, you only pay for the products you order.

I have received an order confirmation, but now have been contacted that an item is out of stock.

It can happen that an item in store may be damaged or out of stock and we will only find out when we pick your order. Although this does not happen often, if it does occur our store team will contact you to arrange a refund or replacement item.

I’ve collected my order, but it is not what I expected. How do I return my purchase?

If an item is not quite right we will happily exchange or refund the item for you in line with Petbarn’s Return Policy when you arrive instore. Read more about our Return Policy.

Cannot find the answer you’re looking for?

Contact our Customer Service team here