Pets Domain offers two order methods for your online order:

  • Tracked Shipping via Australia Post
  • Click and Collect

Please note that orders, including Click and Collect, are not processed on weekends or public holidays.

Pets Domain does not ship to Western Australia or the Northern Territory.

 

Tracked Shipping via Australia Post

We offer a flat fee of $7.95 (up to 22kg) and then $7.95 per 22 kg thereafter.

Pets Domain does not ship to Western Australia or the Northern Territory.

All orders are dispatched within 2 business days subject to stock availability.

Shipping times vary from 2-10 business days after the order has been dispatched, depending on the location within Australia the order is being shipped to. This delivery time frame is subject to changes in circumstances.

Pets Domain use Australia Post to deliver your order to your door. They only deliver weekdays Monday to Friday during business hours. Unfortunately, they don't operate on public holidays. Be prepared for slight delays during Christmas, Easter, and public holidays.

If you have special delivery requirements, please write this in the Notes section during checkout. Please note not all special delivery requirements can be made.

Pets Domain will notify you by email when your order has been dispatched and provide a tracking number.

 

How to track your parcel with Australia Post:

1. You'll find your tracking number when you click the "View My Order" button in the shipping confirmation email. Be sure to check your junk/spam folder in case it lands there.
2. Click on the number under the “Australia Post tracking number” header, or copy the number and entire it at auspost.com.au/track/track.html

 

For parcel enquiries you can contact Australia Post directly on 137 678.

If you have been through these processes and still cannot locate your parcel, please email us at online@petsdomain.com.au

 

What happens when Australia Post come to deliver my order:

Our deliveries with Australia Post are required to have a signature on delivery. If Australia Post attempts to deliver your item while no one is home to sign for it, missed delivery card will be left, and your order will be taken to your local post office.

When you give authority to leave, you are allowing Australia Post to leave your order in a secure place around your property if no-one is home. Please note in this case Pets Domain cannot be held responsible for lost or damaged orders after they have been delivered.

If there's no safe place for Australia Post to leave the order, they will take it to a nearby Post Office and leave a missed delivery card. Please see below link for further information from Australia Post about missed deliveries: auspost.com.au/receiving/collecting-missed-deliveries

If you are having your parcel delivered to a work address, please ensure you include your business name and any delivery instructions (e.g. "Leave at Reception").

 

Click & Collect

Click & Collect orders are only processed on business days.

We offer Click & Collect at all our stores around Australia. See the Store Locator to find your closest store. Just select Click & Collect at the checkout and pick up your order up from that store when notified the order is ready to be collected.

Click & Collect is a free service, there are no changes for this order method. When your order is ready to be collected (can take up to 10 business days subject to stock availability), you will be notified via email and SMS (optional). Bring your order confirmation email, along with valid Photo ID for confirmation of purchase.

If you want someone else to pick up your Click & Collect order on your behalf, you will need to let us know in the Notes section when you place your order or contact your local Pets Domain store by phone directly.

Please let us know before the order is picked up as we cannot release your purchase to anyone other than you without your permission.

The person you have nominated to pick up your Click and Collect order will need to bring valid Photo ID and your order number.

If your order contains any Click & Collect only items, your whole order will be Click & Collect only.

 

Frequently Asked Questions

What do I do when I get an error trying to place my order?

If you are receiving the same error when trying to place an order with us, we ask that you contact us on online@petsdomain.com.au. Please be as descriptive as possible, including the browser type and a screenshot of the error, if possible. If your order is urgent, you can contact us on 03 6705 7090 (Monday to Fridays) so that we can process a phone order to avoid any further delays.

 

Can I place an order over the phone rather than online?

If you are having difficulties with placing your order, our Online Team can help you out by creating a manual order and emailing you a secure checkout link to pay for your purchase.
Unfortunately, at this stage neither our stores nor the Online Team cannot take payments over the phone.

 

How do I cancel my order?

You will need to contact our Online Team as soon as possible. Cancellations via telephone are instantaneous, so please contact 03 6705 7090 (Mondays to Fridays) to cancel your order. If you attempt to cancel your order via email, this process may take longer.
Orders that have already been dispatched with Australia Post prior to the cancellation request cannot be refunded until you have returned the item to us.

 

Can I change my delivery address after my order has been placed?

No, you cannot change your address once it your order has been placed. If the situation is urgent, you can contact us on 03 6705 7090 (Monday to Fridays).

 

Do you offer express delivery?

No, Pets Domain does not offer an express post option. Pets Domain only offers standard post.

 

Can you deliver to PO Boxes?

We can deliver to PO Boxes, however, just note that if your order is too large it may be taken to the nearest post office or Parcel Collect location for pick up.

 

Where is my order?

Please follow the steps in the “How to track your parcel with Australia Post” section on the Shipping Information page.

 

I have only received part of my order, where is the rest?

You order may have been shipped in multiple boxes. To check the delivery status of each box please use the tracking link provided and on the Australia Post tracking page on you can navigate between each parcel using the arrows next to the item tab.

 

What happens when Pets Domain can’t supply one of the items I ordered?

Our primary goal is to fulfil your order as best as possible.
We have listed all items on our website in good faith, however for whatever reason we cannot supply an item after you have purchased it, we will notify you immediately to offer you a substitute where possible. However, in some cases a refund will be issued and the remaining items in your order will be posted.

 

Can I collect my online order in-store?

Yes, if you have selected Click and Collect as your option.
However, if you have paid for shipping and have since changed your mind, contact our Online Team on online@petsdomain.com.au to cancel shipping and discuss your Click and Collect option.

 

Can someone else collect my Click & Collect order?

If you want someone else to pick up your Click & Collect order on your behalf, you will need to let us know in the Notes section when you place your order or contact your local Pets Domain store by phone directly.
Please let us know before the order is picked up as we cannot release your purchase to anyone other than you without your permission.
The person you have nominated to pick up your Click and Collect order will need to bring valid Photo ID and your order number.