Frequently Asked Questions

Below we have outlined some frequently asked questions to help save you some time when searching for answers. Please have a read, as it is likely that somebody else may have asked the same question as you! If you still can't find an answer to your question, simply contact us and we will point you in the right direction.

Where is Petology based?

Petology is based in lovely Carrum Downs, Victoria. We love it down here and wouldn't have it any other way. 

I want to purchase a product I can't find on Petology.

If you require a specific product that you can't find on our website, we may be able to get it in for you. Contact us here and we will try our best to help you out with it.

Do you offer sample bags?

We do not offer sample bags, however we recommend purchasing the smallest size bag of food to trial on your pet before purchasing a large bag. Please remember you must slowly transition your pet off his/her old food type before using a new brand.

Do you offer bulk buy discounts?

We already offer fantastic "wholesale" prices on most of our products everyday. However if you're after a large order of 10 bags or more, send us a message and we may be able to negotiate a better price for you.

What payment methods does Petology accept?

We accept all major credit cards including Visa, Mastercard and Amex. We also accept PayPal payments via your PayPal balance or credit/debit card. Our payments are processed via a secure payment gateway called eWay. Your details are in safe hands at Petology.

Where is my order?

Simply log into your account by clicking on the "Your Orders" button below or you can click here. There you will find your order information including a tracking number which can be used to locate your parcel. If you still can't find your tracking number or your order isn't traceable, contact us and we will sort this out for you.

Can I return my order?

We offer a 30 day return policy on most products purchased from Petology. However, the product must be unopened and in the same condition you received it. Unfortunately we do not cover the return shipping costs back to us and you must contact us before returning your item so we can advise you how to proceed with the return process. Please see the 'Warranty' page that is located below.

The order I received is damaged or not as described.

In the unlikely event that your order is received from Petology not as described. Please contact us and we will proceed with the returns process. It would be awesome if you could include your order ID and name so we can process this request swiftly.

How much is postage?

Postage is calculated based on your location. However, if you order is over $99 you may qualify for free shipping (as long as you're in a metro area). For more information on postage, please see the 'Shipping' page that is located below.

Do you post internationally?

Due to the size of most pet products, we unfortunately do not post internationally. 

How long does delivery take?

Delivery varies depending on your location. Please check the 'Shipping' page that is located below for more information. 

How long does it take to dispatch an order?

Most common stocked items are dispatched within 48 hours. However, occasionally we may experience slight delays depending on our stock levels and our suppliers and you will be notified of any delays with your order.

Do I have to be home to receive my delivery?

As with most online orders, you will have to be home to receive your Petology delivery. However, on checkout if you let us know that you'd like to give 'Authority To Leave' we can leave the parcel at your front door or in a safe place around your home. Alternatively, you could have your delivery sent to your work or office address. 

Can I come and pickup my item?

As we are an online business, we don't have adequate pickup facilities. However if you're desperate for an order you can contact us and we may be able to assist you. It is vital you call before pickup, so we can allocate stock for you.

Do you post to PO boxes?

Unfortunately our couriers do not post to PO boxes. We will need a physical address to send your order out. Leaving a PO BOX address will slow down the dispatch of your order as we will have to contact you to obtain an accepted address.

I've found a product cheaper elsewhere, what can you do?

That's great that you've been shopping around. Our prices at Petology are very competitive, however occasionally you may find a product slightly cheaper elsewhere (may be on sale etc). Let us know where you saw the product and the price you saw it for and we will see if we can match it for you.

What is a coupon code and how do I use it?

A coupon code is a unique string of letters that can be entered in the 'Coupon Code' box on checkout. We frequently run deals and discounts which are often applied by using a coupon code. Keep an eye on our social media pages (located below) and you might find some great deals on there. Simply enter the coupon code on checkout of your product and the discount or promotion will be applied. Unfortunately you can only use one coupon code at a time.