Customer service

Domestic Shipping Method: Australia Post (Express Registered Parcels)

Please note that you will receive your order within 4-7 working days of placing. However, during peak periods please allow an extra 2-3 days due to high volume of orders and postage delays.

    How will my order arrive?

    • We ship via Australia Post: Standard or  Registered Post or  DHL/FedEx.. Please contact us if you wish to discuss other shipping options, (ie courier).
    • Shipping costs are automatically calculated based on your postcode. If you feel the postage costs may be wrong, please contact us for a manual quote.
    • A contact name and signature may be required upon delivery for orders shipped to business addresses.
    • Every effort is made to securely pack your goods to ensure they arrive in good order. In the rare event of damage occurring in transit, we are committed to ship replacement goods to you as soon as possible.
    • Once the goods leave our warehouse we cannot update delivery information if an incorrect postal address has been supplied. We can however, supply a tracking number which will assist.

    Goods Damaged in Transit

    • Claims for damages or loss of goods in transit must be made to the appropriate carrier. We will of course assist in this process via your feedback.

    International Shipping Method: DHL/FedEx (or any other preferred supplier)

    Estimated Delivery Time: 5-7 business days (or less)

    • Delivery times are approximate from the date of shipment.

    Returns and Exchanges

    Sale items are not refundable or exchangeable unless faulty .

    Please choose carefully.

    If you changed your mind:

    Most retailers would never accept a return, if you simply changed your mind, but at PetzGo will can assist with that, providing:

    • Returns made within 7 days of delivery,and the items you are returning are unused, in their original condition and packaging,with all labels attached.
    • You may return your order in whole for a credit. However,please contact us before returning any goods, to obtain return merchant authorisation (RMA) code. Without this number we will not process your returns.
    • Do note: all refunds are for the cost of the product only and do not include the shipping costs. Change of mind refunds will incur a 10% administration and handling fee to a minimum of $10.00
    • You may exchange your order item(s) for other products of an equal value in our catalogue.

    If there is a mistake:

    • Incorrectly dispatched products will be credited for in full,(minus postal charges), if returned to us promptly, (3-5 days,) and unopened оr we will resend your correct order as soon as possible .
    • The postage is not refundable on returns.
    • All exchanges and reorders will be charged at the standard delivery charge.

    Please note that if you intend to return or exchange an item, you must contact us before shipping your item back to us and advise us of the reason for exchange/return.

    Due to the nature of goods sold by PetzGo we are unable to refund goods once they have been opened or used.Should the goods be damaged by the end user we are unable to exchange the product.

    Payment Methods

    We accept payment by: PayPal, Direct Deposit, Credit Card (via PayPal)

    Direct Deposit:

    • Please submit your payment to: PetzGo: BSB: 033 047 Acct. #: 658548
    • Please indicate your name and order number in the bank deposit information at the time of payment.
    • Your order number will be emailed to you after you place your order.

    If you do not receive an email order confirmation, please email us at sales@petzgo.com.au, or call us on 0432 260 277 - 9am to 5pm AEST, Monday to Friday

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