We are in the middle of a big warehouse move at the moment, and as of this, our phone lines are not operational as they haven not been connected yet.
It is business as usual for all orders and email support, please use the contact form on the contact page for any urgent messages. Sorry for any inconveniences caused.
We try our best to make the Petology experience a positive one and deliver the best possible service to all our customers. This is why we offer a hassle free returns policy and a dedicated team to make everything with your purchase right. Simply contact us and we can discuss the situation and determine the best course of action.
In most cases, you may return any unopened merchandise in its original condition, including intact packaging within 30 days of receipt, and we will quickly give you a refund, less shipping and handling (If you received free postage, the postage price will be calculated using the cheapest postage rate based on item weight). Please be aware that - due to the way couriers work - shipping back to us will be more expensive then shipping it out to you. Any freight costs incurred to return the product to us at Petology will not be deducted from your refund. Please make sure that you contact us prior to returning the goods as we need to run through the full return process with you. Petology will not be liable for any lost or damaged goods returned via Australia Post.
If we have made an error with shipping, please contact us and we will arrange for the problem to be resolved at our cost. However, shipping costs are non-refundable for any unclaimed or returned packages where shipping has been fulfilled as promised.
Items returned after 30 days may not qualify for a refund, or may incur an extra restocking fee.
We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.
If you received a damaged shipment or product, please email photos of the damaged item here, include your invoice number and name, and we will work with you to resolve the issue.
All products sold via Petology have a warranty preventing manufacturer’s defects. Please see each product listing for specific product warranty information. For products such as pet toys, bedding or apparel, we advise you to look over the items for defects before giving them to your furry friends, as once the item has been used by your pet, unfortunately the manufacturers defect warranty is void.
Most electronic items such as grooming products will have a manufacturer’s warranty period, it is important to read the warranty information on each of the product pages to ensure you fully understand the warranty details for the product you've purchased.