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Petbarn - important information

Our efforts to help meet all your pet needs.

Last updated 21/04/2020

Our message to Pet Parents

In these unprecedented times, our priority to you and your pet companions is to continue to provide the food and essentials you need. We’re taking additional measures to ensure stock availability and to provide customers with zero contact delivery options.

We understand that these are uncertain times for pet parents and their pets, and we are committed to helping your family by providing you with the products you need, when and how you need it, as well as relevant wellness advice to help you care for your pet.

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What you need to know about COVID-19 and your pets.

Dr Magdoline Awad, Chief Veterinary Officer Greencross Vets and Dr James Carroll, Specialist & Emergency Centres, have developed a comprehensive FAQ, and here are the essential things you need to know:

  • There is currently no known reason to believe that pets in Australia can spread COVID-19.
  • We always recommend following everyday preventive hygiene actions to help prevent the spread of illness.

Availability of essential items

We are working closely with key suppliers to ensure there is stock availability across our store network and online. To continue to allow everyone the opportunity to purchase what they need, we're taking the following action:

How to check if your favourite items are in stock

To find out if a desired item is in stock, we encourage you to check online instead of contacting your local store. To do this, simply search for your item online, select Click and Collect as your delivery option and enter your postcode and select your local store.

Store information

The latest updates relating to our store are outlined below

Until further notice, we only accept EFTPOS payments and no longer accept cash transactions, except in extenuating circumstances. This decision has been made in light of the current environment and our continued focus on the health and safety of our customer and teams. We thank you for your understanding.

Delivery Timelines - Australia Post delays.

Australia Post has advised us order deliveries may be significantly impacted due to the COVID pandemic with possible delays to Home Delivery orders up to 10 days in addition to the expected delivery time.

If your order is delayed beyond the timeframes stated above, please do get in touch with Australia Post here or our Customer Experience team

Please be assured the Petbarn team are working very hard with Australia Post to ensure we get your orders to you as fast as possible.

More information can be found at Australia Post.

To receive your order fast use our Zero Contact Click and Collect where you can order and it will be ready to collect from our store in just 60 minutes!

Zero Contact Delivery Options:

We're now offering new Zero Contact order options.

In addition to our existing Click and Collect service, we are now providing a Zero Contact Click and Collect option. This is for when you'd prefer not to enter the store. Call us on arrival and we’ll bring your order to your car.

How Click and Collect works:

Things to remember

  1. Click and Collect is available for online orders and can be collected from stores.
  2. Zero Contact Click and Collect is available for customers who prefer not to enter the store to collect their order.
  3. Please call the store once you have arrived and are safely parked in a designated car spot.

Steps for Zero Contact Click and Collect

  1. Follow the normal Click and Collect process that’s currently on our website.
  2. We’ll send you an email when your order is ready for collection. This email contains the phone number of your chosen store.
  3. Once you arrive at the store, please remain in your car and ensure you have the following information on hand before calling:
    • Online order number (this is on your Order Confirmation email)
    • Surname of the person who placed the order
    • Car registration number and car description
  4. Once you have this information ready, please call the store and speak to a team member to confirm your arrival.
  5. A team member will bring your order out to your car. We politely request that to help our team safely transfer your order to your car, you open and close the boot physically or remotely for them.
  6. You will not be required to sign the Click and Collect invoice on this occasion.

Your signature is no longer required. Your parcel is simply delivered to your door.

Frequently asked questions

Yes, there is currently a slight delay in processing online orders. Once you place an order, we'll communicate estimated delivery times via email updates as per our normal process.

Yes, our Click and Collect service is still available from all of our stores. We now offer a Zero Contact Click and Collect option for customers who are unable to come in to a store to collect their order. When you arrive at the store, call us and we'll bring your order to your car, with no direct contact with our team member.

Yes, our Home Delivery service is still available however we are experiencing slight delays in processing online orders due to unprecedented demand. We are monitoring this daily and are updating our customers accordingly.

Operating hours vary by store. You can find your local store's opening hours here

Yes, our Greencross Vets are still open.

Yes, our Petbarn stores are still open. Our opening hours have recently changed and are now as follows:

  • -10am to 6pm AEST on Weekdays; and
  • -10am to 5pm AEST on Weekends (11am to 5pm AEST on Sundays in WA)

These hours may vary by store. You can find your local store's opening hours here

Our grooming salon operating hours remain unchanged.

This is a temporary change and enables our team extra time to clean, fill and tidy our stores so that we can continue to provide you with the essentials you need during this busy time.

We apologise for any inconvenience caused.

While there are changes to Petbarn opening hours, our grooming salons remain open and there are no changes to salon operating hours. In the case that you have a drop off time when the store is closed, a Petbarn groomer will be waiting at the front of the store to escort you and your pet into the salon 5 minutes prior to the start time of the grooming booking. If the groomer is not visible at the front of the store when you arrive please call the salon to arrange for them to meet you. To make a grooming appointment, click here.

Petbarn puppy classes have been paused to enable us to maintain our high level of customer service during this busy time. Our Greencross Vets puppy classes continue to run with reduced class sizes. Any changes to the availability to these classes will be communicated on this page, and to any impacted clients.

To continue to allow everyone the opportunity to purchase what they need, we’re taking the following actions -

We are working closely with our key suppliers to ensure there is stock availability across our store network and online.

If your brand is unavailable, our knowledgeable team will help you find the right alternative. Speak to one of our team members in store, or you can use our Online Food Finder Online Food Finder or Flea, Tick, Worm Finder

We now offer Zero Contact Click and Collect. When you arrive at the store to collect your parcel, call us and we'll bring your order to your car, with no direct contact with our team member.

We are also continuing to offer Home Delivery however due to the increased volume in online orders there is a slight delay in processing.

Your signature is no longer required to deliver or collect your parcel. An Australia Post staff member will ask and record the customer’s name and sign on their behalf.

When you arrive at the store, call us and we'll bring your order to your car, with no direct contact with our team member.