Frequently asked questions

• What are Petbarn’s delivery fees?

  What are Petbarn’s delivery fees?

  Delivery fees will depend on the size and weight of products ordered and the value of your order, as well as your chosen delivery address and selected delivery option. From time-to-time, Petbarn may run promotions for free delivery for various delivery options and/or certain products regardless or order value.

  2hr Delivery*
  $9.95 delivery fee will be applied to all 2hr Delivery orders regardless of order value.

  Next Day Delivery^
  $7.95 delivery fee will be applied to all Next Day Delivery orders regardless of order value.

  Standard Delivery# 
  Free delivery applies to any Standard Delivery# order of $49 or more for delivery to select metro areas only. 

  $6.95 delivery fee will be applied to any Standard Delivery# order delivered to select metro areas with an order value less than $49.

  Delivery fees will apply to any Standard Delivery# order to areas outside of select metro areas regardless of the order value.

  Repeat Delivery**
  Free delivery applies to any Standard Delivery order of $49 or more which does not contain any fresh or frozen food and is for delivery to select metro areas only.

  $6.95 delivery fee will be applied to any Repeat Delivery** order delivered to select metro areas with an order value less than $49 which does not contain any fresh or frozen food.

  $9.95 delivery fee will be applied to any Repeat Delivery** order that contains fresh or frozen food regardless of the order value or delivery area.

  Select metro areas are decided by Petbarn and may change from time-to-time. 

  Delivery fees will apply to any Standard Delivery# order or Repeat Delivery** order to areas outside of select metro areas regardless of the order value, as well as any Repeat Delivery** order containing fresh or frozen food . 

  As a general guide the following delivery fees will apply to Standard and Repeat Delivery orders:

  Regional - $9.95 for any order value

  Rural - $12.95 for any order value

  Outback - $19.95 for any order value

  For an accurate delivery quote, place the items you wish to order in your shopping cart, proceed to the checkout and enter the postcode or suburb of your delivery address and follow the prompts. The shipping cost calculator will display the total cost for delivery to your chosen postcode or suburb and your selected delivery option. Your final delivery fees will be displayed in your checkout page before you proceed to payment. 

• Can my order be delivered to a PO Box?

  Standard Delivery# orders can be delivered to a PO Box.

  
  2hr Delivery*, Next Day Delivery^ and Repeat Delivery** orders cannot be delivered to a PO Box. You must supply a street address for these delivery options, as our delivery service providers cannot deliver these orders to a PO Box.

• Can my order be delivered overseas?

  We do not currently offer international delivery.

• When will my order be delivered?

  Not all delivery options are available for all products or for delivery to all areas. Strict cut-off times apply to placement of orders for 2hr Delivery and Next Day Delivery options.

  
  2hr Delivery Guarantee* orders will be delivered within 2 hours provided you placed (and completed) your order before 5pm Monday-Friday and 4pm Sat-Sun and 3pm  . 2hr Delivery is not available on Christmas Day, New Years Day and Good Friday, as well as any other day on which the store your order is being collected (from our delivery service provider) is not open for trade. During your checkout process there will be a special delivery request comment box. While we may not be able to meet each request, we will attempt to provide the best service we can.

  
  Next Day Delivery^ orders will be delivered the next day provided the next day is not Christmas Day, New Years Day or Good Friday, and you placed (and completed) your order before 11.59pm AEST the night before delivery, and the next day is not Christmas Day, New Years Day or Good Friday, or any other day on which the store your order is being collected (from our delivery service provider) is not open for trade. During your checkout process there will be a special delivery request comment box. While we may not be able to meet each request, we will attempt to provide the best service we can.

  Standard Delivery# orders will usually take between 1-3 business days for delivery in select metro areas. Allow 2-6 business days for most other areas. Most standard orders will be delivered Monday-Friday (excluding Public Holidays) and generally between 8am-6pm. In some instances, a Standard Delivery order may be delivered to your delivery address in two separate deliveries. 

  Repeat Delivery** orders containing fresh or frozen food will be delivered on the day selected by you. All other Repeat Delivery** orders will usually be delivered between 1-3 business days of selected delivery cycle in select metro areas, and may take up to 6 business days for other areas.

  
  Delivery times for Standard Delivery# and Repeat Delivery** may be subject to stock availability and Public Holidays.

• Do I need to be home to receive my delivery?

  Authority to leave will be automatically selected for 2hr Delivery* and Next Day Delivery^ options. Please check that you are happy with any authority selection before completing your order.

  
  For some of our delivery options, our delivery service providers will provide you with an option to select a drop off location should you not be home at the estimated time of delivery.

  
  If you do not provide a drop off location and/or you are not home at the time of attempted delivery, our delivery service providers may leave a note with instructions around re-delivery or collection of your order from a collection point.

  
  If your order is returned to us via any delivery service provider, we will contact you to arrange either another delivery , or a refund of the order value (less any incurred delivery costs).

• What happens if my Next Day Delivery^, Standard Delivery# or Repeat Delivery** order does not arrive within the estimated time frame?

  To enquire about the status of your Next Day^, Standard Delivery# or Repeat Delivery** order contact us via:

  E: online@petbarn.com.au or via Live Chat.

• What happens if my 2hr Delivery* order is not delivered within 2 hours?

  If your order (subject to the conditions below) is not delivered within 2 hours, contact us to arrange a refund of the $9.95 delivery fee via:

  E: online@petbarn.com.au or via Live Chat.
  

  
  At checkout, you will see 2hr Delivery as a delivery option only if it is available for your selected products and delivery suburb or postcode. Your order will be delivered within 2 hours provided that:

  • your order was placed online before 5pm Mon-Fri and 4pm Sat-Sun and 3pm Public Holidays (excl. Christmas Day, New Years Day and Good Friday, as well as any other day on which the store your order is being collected [from our delivery service provider] is not open for trade);
  • your selected products are available for 2hr Delivery; and
  • your delivery postcode is within a 10km radius from select metro stores.

• What products are available for 2hr Delivery Guarantee*?

  To ensure the best possible customer experience, and in the interest of maintaining high product quality, certain products are not available for 2hr Delivery.

  
  Exclusions include*:
  Orders or products over 20 kg
  Bulky items that would not fit in a small sized car
  Some housing including Aquariums, Kennels, Chicken Coups and Terrariums 
  Live Animals
  Live Food (e.g., crickets, worms) 
  *Other items may not be available for your selected delivery location. 

  
  Please ensure your delivery location is selected before trying to check out any product.

• What products are available for Next Day Delivery^?

  To ensure the best possible customer experience, and in the interest of maintaining high product quality, certain products are not available for Next Day Delivery.

  
  Exclusions include^:
  Orders over 180kg
  Products over 21kg
  Some housing including Aquariums, Kennels, Chicken Coups and Terrariums.
  Live Animals
  Live Food (e.g., crickets, worms)
  ^Other items may not be available for your selected delivery location.

  
  Please ensure your delivery location is selected before trying to check out any product.

• What products are available for Standard Delivery#?

  All kinds of great products – including food, cat litter, treats as well as flea, tick and worm treatment for dogs and cats. To ensure the best possible customer experience, and in the interest of maintaining high product quality, certain products are not available for Standard Delivery.

  
  Exclusions include#:
  Products over 22 kg
  Anything longer than 113 cm
  Fresh & Frozen Food
  Live Food (e.g., crickets, worms)
  Live Animals
  #Other items may not be available for your selected delivery location.

  
  Please ensure your delivery location is selected before trying to check out any product.

• How will my order be shipped?

  Most orders will be shipped from one location and will be delivered in one shipment. To expediate the time for delivery, Standard Delivery orders containing multiple items may be shipped from two separate locations and so delivery may be split. You will not be charged any extra for these separate deliveries and our delivery service providers will keep you updated with any tracking information applicable to both shipments.

• What is Repeat Delivery**?

  Repeat Delivery* is our way of ensuring that your favourite and regular online orders are easily placed and delivered on an automated schedule. Here is how it works:

  Repeat Delivery is perfect for selected items such as food (including some fresh and frozen), cat litter, treats as well as flea, tick and worm treatment for dogs and cats.
  Choose the order frequency that suits you.
  If your item is on special at the time of dispatch, the best price is passed on to you.
  Take control. As there are no contracts or lock in clauses you can cancel or suspend your delivery frequency or request at any time.
  Enjoy the convenience of a reminder email sent to you 3 days before dispatch!

• Can I change the products in my Repeat Delivery?**

  No problem! Just log into your Friends for Life account and either add or delete products from your Repeat Delivery option list before continuing to checkout.

• What online products are available on Repeat Delivery**?

  All kinds of great products such as food (including some fresh and frozen), cat litter, treats as well as flea, tick and worm treatment for dogs and cats. To ensure the best possible customer experience, and in the interest of maintaining high product quality, certain products are not available for Repeat Delivery. 

  Exclusions include**:
  Products over 22 kg 
  Products which exceed 113cm in length
  Live Food (e.g., crickets, worms)
  Live Animals

  **Other products may not be available for your selected delivery location. 

  Please ensure your delivery location is selected before trying to check out any product.

• What products are available for Click & Collect¹?

  Certain products are not available for Click & Collect¹. 

  
  Exclusions include¹: 
  Online Only Products

  ¹Other products may not be available at your selected Click & Collect store location.

  
  Please ensure your Click & Collect store location is selected before trying to check out any product. 

  
  Please check the product(s) will fit in the vehicle being used to collect your order.

• Terms & Conditions*

  2hr Delivery Guarantee*
  *$9.95 delivery fee for orders delivered within 10km radius from select metro stores. Orders must be placed online by 5pm Mon-Fri and 4pm Sat-Sun and 3pm Public Holidays. 2hr Delivery is not available on Christmas Day, New Years Day and Good Friday, as well as any other day on which the store your order is being collected [from our delivery service provider] is not open for trade). Orders can only be completed on select products in stock at select stores. 2hr Delivery is not available on all products and excluded products include Live Animals, some Housing (i.e., aquariums, kennels, chicken coups and terrariums) and bulky items that would not fit in a small sized car. Other products may not be available for your selected and confirmed delivery location. Orders or products cannot exceed 20kg. Authority to leave will be automatically selected at checkout. Orders cannot be delivered to a PO Box or Parcel Locker.

  Repeat Delivery**
  Receive savings on select items when you create a repeat delivery. Always receive the lowest price. If your item is on special, the best price is passed onto you.
  At its discretion, Petbarn Pty Ltd reserves the right to change or remove the savings on Repeat Delivery orders at any time. Petbarn Pty Ltd reserves the right to cancel your Repeat Delivery at any time.
  In the event that a product is listed at an incorrect price due to a typographical error or error in pricing information received from our suppliers, Petbarn reserves the right to refuse or cancel any orders placed for products listed at the incorrect price. Petbarn shall have the right to refuse or cancel any such orders whether or not the order has been confirmed or your payment method has been charged. If your payment method has been charged, Petbarn will refund this amount.
  
  

  Next Day Delivery^
  $7.95 delivery fee for orders delivered within 15km radius from select stores every day of the week (excl. deliveries on Christmas Day, New Years Day and Good Friday, as well as any other day on which the store your order is being collected [from our delivery service provider] is not open for trade). Orders must be placed by 11.59pm AEST the day before delivery. Orders can only be completed on select products in stock at select stores. Next Day Delivery is not available on all products and excluded products include Live Animals and some Housing (i.e., aquariums, kennels, chicken coups and terrariums). Other products may not be available for your selected and confirmed delivery location. Orders cannot exceed 180kg and individual products cannot exceed 21kg. Authority to leave will be automatically selected at checkout. Orders cannot be delivered to a PO Box or Parcel Locker.