Frequently Asked Questions (FAQ)
I'd like to register for a Petbarn online account
Excellent! It's your first step to a world of great savings and convenience. On the homepage, simply click on the My Account icon in the top right corner. This will lead you to the Create My Account button on the next page. Click on Create My Account and enter your details and choose a password.
It's that easy! Don't forget, you can earn loyalty points for every online purchase made by joining the Friends For Life rewards program as seen below.
Are there benefits to having an online account?
There sure are, and here are just a few of them:
- Shop quickly and conveniently without having to enter your details every time.
- View your saved online purchase history for added convenience.
- Update your personal and delivery information any time you please.
- Easily register for our Friends For Life rewards program.
Tell me about Petbarn's Friends For Life loyalty program.
At Petbarn we love to reward our loyal customers by offering them great savings through the Friends For Life rewards program.
As an exclusive FFL member, you receive fantastic benefits that include:
- Points earned on every dollar you spend in store, online or at Greencross Vet Clinics.
- A $10 voucher for every 6000 points you earn
- Exclusive access to members-only promotions, offers and discounts
- 15% off dog & cat food* with the Frequent Feeder program
- Annual upfront benefits that are exclusive to members.
It's just another way we like to say thanks for being a valued Petbarn customer.
Can I make an online purchase without an account?
Sure thing, you can simply shop as a 'Guest'.
At stage 2 of the checkout, just uncheck the box labeled "Create an account and receive special offers & earn rewards points."
Now simply click the box labeled "Continue as Guest".
I forgot to log in, can I add my points/bags to my account?
Of course you can! To add the points from a previous transaction email us at firstname.lastname@example.org 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 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've 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 Petbarn 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.
I can see a slight difference between in store and online pricing.
We're always working hard to ensure our pricing is competitive, and at times our in store and online promotions may differ.
I'd love to buy a Petbarn gift card for someone.
Petbarn gift cards make fantastic presents for pet-loving friends. They are available in multiples of $10 units, and are available to purchase in store. Gift cards can only be redeemed in store.
Gift cards issued before 31.3.18 are valid for 12 months from the purchase date.
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
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's how it works:
- Repeat Delivery is perfect for selected items such as food, cat litter, treats as well as flea, tick and worm treatment for dogs and cats.
- Choose the order frequency that suits you
- Save on every order by receiving up to 20%* off full priced items for each order.
- If the current discount price is more than 20% at the time your repeat order is processed you will receive the additional discount.
- Take control. As there are no contracts or lock in clauses, you can cancel or suspend your delivery frequency or request at any time.
- Repeat Delviery is not available through Click and Collect or Same Day Delivery at this time.
- Enjoy the convenience of a reminder email sent to you 3 days before dispatch!
*Discount is based off our everyday retail price.
Can I expect to save money using repeat delivery?
You sure can – up to 20% off RRP in fact!
Good news too if your item happens to be part of a promotion at the time, the additional saving will automatically be applied.
Can I cancel or change my order?
Absolutely. It's easy to do too!
Simply log into your account and make the cancellation or change at least 1-2 days before the dispatch date.
I'd like to change the products in my repeat delivery.
No problem! Just log into your account, add or delete products from your repeat option list before continuing to checkout.
What online products are available on repeat delivery?
All kind of great products – including all food, cat litter, treats as well as flea, tick and worm treatment for dogs and cats.
When will my payment method be charged?
We'll send you an email three days ahead of processing your repeat delivery. Your card will then be charged on the day your deliver is processed.
What happens if my product is out of stock?
If we can't get your product for you, we'll try to advise you before your next order is due. We will also recommend a product close to what you ordered. Just as an extra way of helping.
Can I use Afterpay for Repeat Delivery?
Unfortunately at this point in time we cannot offer our Afterpay service in conjunction with Repeat Delivery.
PETBARN FRIENDS FOR LIFE LOYALTY PROGRAM
Can I use my Friends for Life Rewards card online?
Yes. Our customers love that convenience.
To set it up simply create or log into a separate Friends for Life online account. Verify your E-mail and you're all set up. It's that easy!
If you have already created a Friends For Life account in store, just use the same email address when you create your online account. You will be able to see your points from both accounts. If you can't remember your store account details our friendly Customer Service team will be happy to help you at email@example.com or call them on 1300 655 896.
Can I earn Friends for Life Rewards points from what I buy online?
Absolutely. That's just one of the reasons people love it. Almost everything you buy will help you collect points, both in store and online!
Sure you can. Many vouchers earned with your membership can be used online to get your products at an even cheaper rate. Just check the voucher's details and see if it can be used at petbarn.com.au.
PAYMENT OPTIONS AND SECURITY
What payment types can I use online?
We make payment as easy as possible by accepting 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
Can I collect my online purchase from my nearest store?
That's a 'yes'. We're all about making it easy to shop at Petbarn so are pleased to offer Click & Collect services so you can pick up your order from various locations close to you.
When you receive notice that your order is ready, simply bring your order confirmation, in either printed or digital form, and your valid photo ID to the checkout counter. Our friendly store team will be happy to help you with your order
*Please note you will only be able to complete a click & collect order if all the items in your cart are available for click & collect at your chosen store and are in stock.
Can I change the delivery address on my order?
That's easy to fix. You will get a text or email from Australia Post one day before delivery. This will allow you to change the delivery date, delivery address, or leave your parcel in a safe place.
What locations do you ship to?
We know pet lovers exist just about everywhere, so we can ship to most areas in Australia. Parcels sent via Australia Post can be sent to your PO Box. We currently do not ship internationally.
We have launched Same Day Delivery in Melbourne Metro and will expand this nationally in metro areas in May 2020.
How long will my delivery take?
Our normal delivery time in metro is 2 to 3 days from despatch. Outside metro areas it's normally 4 to 5 days from the despatch day. Almost all our deliveries are tracked by Australia post*
We send parcels Monday to Friday across most states. Orders are usually dispatched within 24hrs Monday to Friday**
* on some occasions we use couriers, you will still receive a tracking email to help you follow your parcel
** If we have an item out of stock or high volumes of orders this could delay the despatch time
Do you offer Same Day Delivery?
We sure do! If you order before 4pm (3pm Sundays) local time we will deliver to your door same day . We also offer this service 7 days a week! We have trialled the launch in selected Metro area at this stage, however, keep an eye out for our national rollout coming soon.
Simply select the same day delivery option in the cart to see if your area is available. This will cost a flat rate of $9.95.
All Same Day Deliveries will be left on your doorstep by our couriers. Not all products are available for same day delivery.
Can I get my items delivered to multiple addresses?
Absolutely. Just be sure to place separate orders for each address so that there's no confusion.
When will my package arrive?
Receiving a package is always exciting. Depending on the distance of delivery and dispatch date, you can usually expect your delivery somewhere within 2-5 days.
What time of day will my package arrive?
Like most online purchases, delivery times can vary. You'll definitely receive your package between the hours of 8am to 6pm weekdays.
I might not be home to accept my delivery
The day before your item is due to be delivered Australia Post will send you a confirmation text or email. When you receive this just select the option to "leave in safe place" the driver will then leave your parcel/s and take a picture for proof of delivery*
*on some occasions we use couriers who do not offer leave in a safe place service
Can I get my parcel re-delivered?
Australia Post only makes a single delivery attempt. If you're not at home your parcel will be taken to the local post office*.
When you receive your text or email from Australia Post confirming your delivery day, you can choose a different day for delivery day, delivery address, or leave your parcel in a safe place if that works better for you*
You will get a text from Australia Post one day before delivery. This will allow you to change the delivery date.
*on some occasions we use couriers who will not let you reschedule your delivery but will re-deliver orders please follow the instructions on the card.
My shipping confirmation has been received by email but my delivery hasn't arrived yet. What next?
Australia Post normally delivers within 3-5 days depending on your address.
On occasion we may use a courier. Some couriers can take up to 10 days to deliver depending on the delivery address and dispatch date.
If your delivery has not arrived within these times, our friendly Customer Service team will do everything they can to help. Email them at email@example.com or call 1300 655 896.
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.
What if my pet doesn't like the food I've bought?
From fussy eaters to pets with special diet needs we're here to help!
Be sure to introduce the new food slowly into their diet to give your pet a chance to discover the new taste. Otherwise we are happy to help you find a replacment for free*.
- Taste Guarantee is offered on dog and cat food products within 45 days of purchase from Petbarn or City Farmers
- You must be a member of Friends For Life loyalty program with a valid email address, or be able to supply proof of purchase.
We will exchange the product with one of equivalent value. If you wish to exchange for a product that is of:
- higher value, all you need to pay is the difference in value
- lesser value, we will provide you with a refund for the difference
- If no suitable product can be found we will offer a full refund
- Petbarn and City Farmers reserve the right to rescind this offer based on prior transactional history
- This policy does not exclude or replace your rights under Australian Consumer law, regulations or otherwise as required by law.
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").