Frequently Asked Questions (FAQ)
HOW DO I FIND OUT ABOUT PETBARN'S FRIENDS FOR LIFE LOYALTY PROGRAM
Easy, click HERE to find out about our Friend's For Life Loyalty Program.
Can I make an online purchase without a Friends for Life account?
Sure thing, you can simply shop as a 'Guest'.
I forgot to log in, can I add my points/bags to my Friends for Life account?
Of course you can! To add the points from a previous transaction email us at email@example.com or call 1300 655 896. Provide your order number and your account details and we'’ll do the rest!
I'd like to update my Friends for Life account information
No problem – we've made updating details quick and easy to do.
Simply follow these steps:
- Click on My Account at the top of the Home Page and Sign in to your account.
- Now on the Dashboard, make any changes you'd like to your personal, shipping and billing information.
- To finish, just press Submit or Save Address.
I'd like to view my order history.
If you have an online account registered with us, your order history can be pretty handy to know. Here's how you can view it:
- After signing in your account, click on the Orders button on the left hand menu of the Dashboard page
- You will now see a list of all your previous orders.
- Simply click View Order for a closer look at a particular order.
Oops. I did it again, I've forgotten my password.
No worries. It happens to the best of us from time to time, so we've made it simple and secure to retrieve.
- Click on the My Account icon and proceed to the Log In page.
- In the Register Members section, click on the link 'Can't Remember Your Password?'
- Enter your registered email address as well as the security numbers/letters featured in the box below.
- Click Submit.
- Keep an eye out for an email from us and follow the prompts.
Are all items available online?
We carry a huge range of products in all of our Petbarn Stores, at times you may find a product in store which is not available online. We are continuously growing our online range to ensure customers can shop how, where and when they want.
Why is there a difference between in store and online pricing sometimes?
We're always working hard to ensure our pricing is competitive, and at times our in store and online promotions may differ. Any price available online will be honoured in store if you bring that price to our attention in-store and you satisfy the conditions of that offer or promotion (e.g. if the price is offered to members only, then you must be a member or become a member to receive the member price).
BOOKING APPOINTMENTS AND FINDING SERVICES
I would like to find a service or make an appointment
If you want to book an appointment or find a service please use our convenient booking tool at https://www.petbarn.com.au/services/booking-tool
HOW DO I FIND OUT ABOUT PETBARN'S DIFFERENT DELIVERY OPTIONS?
Easy, click HERE to see FAQ on our different delivery options.
PAYMENT OPTIONS AND SECURITY
What payment types can I use online?
We make payment as easy as possible by accepting APPLE PAY, GOOGLE PAY, VISA, MASTERCARD, AMERICAN EXPRESS, PAYPAL as well as VISA and MASTERCARD debit cards and the convenience of Afterpay.
I don't have a credit card but still want to make an online purchase.
We won't let that get in the way between you and a great Petbarn purchase.
You can use Paypal, VISA. MASTERCARD, debit card and even Afterpay for an easy payment.
I don't have a PayPal account. How do I set one up?
Setting up a PayPal account is easy and opens up a whole new world of easy payments.
Just head over to www.paypal.com/welcome/signup/#/email_password to sign up.
How safe are my credit card details?
We want you to know that the security of your details is important to us. Every online payment is processed through the Braintree payment gateway to make sure your credit card information is as secure as possible. To learn more visit our security or privacy policies.
What is Afterpay?
Afterpay is a new payment option that allows you to split your payment over four equal instalments due every fortnight. Just choose Afterpay as your payment option when you're ready to buy, this connects your purchase to your Afterpay account, nominate the card you want to use and your automatic payments will be scheduled for you. You must be 18 or older to create an Afterpay account.
When can I use Afterpay?
You can use Afterpay on one off purchases between $20-$1000.
Can I get a refund if I use AfterPay?
Of course. Just contact our friendly Customer Service team they will be happy to help you.
PLACING AN ORDER
I haven't yet received a confirmation email about my order.
We always aim to confirm your order asap. If 24 hours has passed and you haven't received a shipping confirmation email, contact our friendly Customer Service team who will help you track and confirm your order. You can email them at firstname.lastname@example.org or call 1300 655 896.
I'd like to place an order by phone, rather than online.
At this stage we don't take phone orders, as our focus is create a premium online shopping experience for everyone. However, our friendly Customer Service team at email@example.com will be more than happy to assist you with any issues you may be having when placing an online order. You can call them on 1300 655 896.
CHANGE OR CANCELLING AN ORDER
I've changed my mind about a couple of items in my purchase but have already checked out. Can I change my order?
At Petbarn we are always happy to accept any returns once your order has shipped. Unfortunately, we can't make any changes if your order has already been processed. You can find out more about our Returns Policy or get in contact with our friendly returns team at firstname.lastname@example.org
REFUNDS, RETURNS AND EXCHANGES
I've had a change of mind; can I receive a refund?
Absolutely. That's why people shop at Petbarn with confidence.
We'll be happy to refund any items you may have had a second thought about within 30 days of the purchase. We are happy to give a refund of the purchase price providing the item is in the original packaging.
Just keep in mind that a product that has been personalised, such as an identification tag that has been engraved, can't be returned, simply because it cannot be re-sold.
Can I exchange a product purchased online?
I'd like to return a product that was purchased online to my nearest Petbarn store.
All refunds will be made using the same method of payment that you used to create the order.
How long do refunds take to process?
We want to make the refund process as easy as possible. Taking into account the time it takes for the returned goods to be received here at Petbarn, you can expect the refund to take place within 5-7 business days.
I can't find my receipt. Will my bank statement do?
While we can't use your bank statement as proof of purchase we can certainly use the purchase history of your Petbarn online account if you have one.
Is the delivery fee refundable on a returned product?
If Petbarn has made an error with your delivery (including the wrong item being delivered, a fault with the product, and if the product was damaged in transit) we will absolutely refund the delivery fee. No problem.
What are my rights under the Australian Consumer Law?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, Petbarn is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to the Returns Centre will be borne by you.
For more details please see our Returns Policy.
I've just experienced a technical glitch while shopping online.
Is my personal information safe and secure?
We recognise the importance of protecting the privacy of our customers who provide their personal information to us. We are committed to handling personal information in accordance with applicable privacy laws, including the Australian Privacy Principles set out in Privacy Act 1988 (Cth) ("Privacy Act").