FAQ

Shipping and delivery

When will my order arrive?

Orders placed before 12pm Brisbane time on a business day are packed and sent that day. After that, they go the next business day. Standard Post with Australia Post is usually 2 to 8 business days, depending on where you are. Express Post is 1 to 2 business days inside the Express network, a little longer outside it.

What if no one is home?

The Postie will leave the parcel in a safe place or take it to the post office for collection. If you will not be home, you can use a work address.

Tracking says delivered, but it is not here

Check your letterbox for smaller parcels, and around the front door. If it is still missing, get in touch and we will raise it with Australia Post.

How much is delivery?

Orders over $120: free Standard Post, unless the order includes bulky or heavy items or bags of food over 900g. Orders under $120: Australia Post charges by weight, volume and destination, so we calculate the price on each order. To upgrade to Express Post, make a request in the notes section. Bulky or heavy items such as beds, litters and carriers are $22.95 Standard Post per item. Bags of food over 900g are $14.95 Standard Post. Tracking is included.

Do you offer international shipping?

We can quote New Zealand, Europe (excluding the UK), Asia and South Africa. We cannot ship to North America at the moment. Email hello@peticular.com.au with the products you want if you need a quote. We cannot ship bulky items such as beds, litters and food overseas. Customs charges are your responsibility. Check your country’s food import rules.

How can I track my delivery?

Use the link in your dispatch email, or track at peticular.aftership.com with your order number and email or mobile.

I ordered on the weekend. When will it ship?

If it is not a public holiday, the order is at the post office on Monday.

Returns and exchanges

The sizing is wrong. Can I exchange it?

Yes. Items need to be unused with original tags attached. Remove pet hair from apparel. Return shipping is at your expense. We cannot guarantee the new size will be in stock. Start at the returns and exchanges centre with your order number and email. Questions: returns@peticular.com.au.

How can I get the right size sent quickly?

Buy the correct size while it is in stock so it can go out straight away, then return the original for a refund. Either way you pay shipping on the new size.

Why do I pay return shipping for an exchange?

Covering every exchange postage is not viable for a small shop. Use the size guides and a tape measure where you can.

My order arrived broken

Email a photo of the damage to hello@peticular.com.au and we will send a replacement as soon as we can. If we need the item back, we will send a free returns label.

Ordering

Checkout says my order cannot be shipped

Some products are click and collect only because they are bulky, heavy or frozen. That is noted on the product page. Take those items out of the cart or choose store pickup where it is offered.

I want to pick up in store

Choose store pickup at checkout where it is available. We will contact you when the order is ready. Not every online product is held at Peregian Beach, so allow up to one business day. Call 07 5471 3418 if you want to check same-day stock. See Visit Us for the address and parking.

Can I change my order?

Yes, if it has not been packed yet. Email hello@peticular.com.au with your order number, use chat, or call 07 5471 3418. Once it is processed we cannot change or cancel it, but you can still return it.

Got any promo codes?

Not often. Watch the newsletter and socials. We would rather get the order out quickly than shave a dollar here and there.

What payment options do you offer?

Card (Mastercard, Visa, Amex), PayPal, Apple Pay, Google Pay, Afterpay and Zip. Bank transfer can be arranged by email.

My bank has the charge but I have no confirmation

Check spam. If the email address was mistyped you will not get the confirmation. Email hello@peticular.com.au and we will resend it.

General

Can I buy a gift card?

Yes. Buy a Peticular gift card. It is emailed so you can forward it or print it. Gift cards bought online can be used online and in store.

No one answered the phone

The team may be with other customers, it may be after 4.30pm, or it may be a public holiday. Leave a message. Hours are 9am to 4.30pm Monday to Saturday, and 9am to 3.30pm Sunday.

I have products I think you should sell

Email hello@peticular.com.au with wholesale details, MOQs and catalogues. Ranges are reviewed every 3 months. If it is a fit, we will be in touch.