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Shipping & Returns
Shipping & Delivery Information
At Petify, we are committed to delivering your pet’s favorite products quickly and efficiently. Below is everything you need to know about our shipping process.
Processing Time
Orders are processed within 1-2 business days (Monday to Friday, excluding public holidays).
Once your order is dispatched, you will receive a confirmation email with tracking details.
Shipping Rates & Estimated Delivery Times
Note:
Delivery times are estimates and may vary depending on your location and external factors such as weather or carrier delays.
Shipping Locations
We currently ship across Australia. Unfortunately, we do not offer international shipping at this time.
Order Tracking
Once your order is shipped, you will receive an email with a tracking number.
You can track your order via our website or the carrier’s tracking portal.
Lost or Delayed Packages
If your order has not arrived within the estimated timeframe:
Check your tracking link for updates.
Contact our customer support at contact@petify.net.au with your order number.
We will assist in resolving any shipping issues as quickly as possible.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos and order details. We’ll arrange a replacement or refund as per our Return & Refund Policy.
Consumer Guarantees Under Australian Consumer Law (ACL)
Our policies do not limit your rights under the Australian Consumer Law (ACL). If a product is faulty, unsafe, or not as described, you are entitled to a replacement, repair, or refund under the ACL.
Contact Us
For any shipping-related inquiries, reach out to us at contact@petify.net.au.
Return & Exchange Policy
Return & Exchange Policy
At Petify, we want you and your pets to be completely satisfied with your purchase. If you're not happy with your order, we offer hassle-free returns and exchanges following the guidelines below.
Returns & Refunds
Eligibility for Returns
You can return an item for a refund if:
✔ The item is unused, unopened, and in its original packaging.
✔ The return request is made within 14 days of receiving the order.
✔ The product is not a perishable item (e.g., food, treats, or health supplements) due to hygiene and safety reasons.
Non-Returnable Items
🚫 Pet food, treats, supplements, and other consumables.
🚫 Grooming products (such as shampoos and brushes) for hygiene reasons.
🚫 Items that have been used, damaged by pets, or are missing original packaging.
🚫 Gift cards and clearance sale items.
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Contact Us: Email us at contact@petify.net.au with your order number and reason for return.
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Return Approval: Once approved, we will provide return shipping instructions.
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Ship the Item: Send the product back in its original condition (return shipping costs are the customer’s responsibility unless the item is faulty or incorrect).
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Refund Process: Once received and inspected, refunds will be processed within 5-7 business days back to the original payment method.
Note: Shipping fees are non-refundable unless the return is due to an error on our part.
Exchanges
If you received a damaged, defective, or incorrect item, we will replace it at no extra cost.
✔ Contact us within 48 hours of delivery with clear photos of the issue.
✔ We will arrange for a replacement or refund as per your preference.
✔ In some cases, we may request the return of the defective item before processing an exchange.
Change of Mind Returns
If you changed your mind about a product, we are happy to accept returns, but:
✔ The item must be unopened and unused in its original condition.
✔ Return shipping costs are the responsibility of the customer.
✔ A restocking fee X% may apply for bulk returns.
Lost or Delayed Shipments
If your order is delayed beyond the expected delivery timeframe, please reach out to us at contact@petify.net.au. We will investigate the issue with the shipping carrier and provide a solution.
Consumer Guarantees Under Australian Consumer Law (ACL)
Our return and refund policies do not affect your rights under the Australian Consumer Law (ACL). If a product is faulty, unsafe, or significantly different from its description, you are entitled to a repair, replacement, or refund.
Dispute Resolution
If you are unsatisfied with the resolution of your return or refund request, you may contact the Australian Competition & Consumer Commission (ACCC) or your local consumer protection agency.
Contact Us
For any return, refund, or exchange inquiries, please email us at contact@petify.net.au. Our team is here to help!
We appreciate your trust in Petify and look forward to making pet shopping a happy experience for you and your furry friends! 🐾
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