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Shipping and Returns

Shipping and Returns Policy

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1. Shipping Information

1.1 Delivery Providers
Pet1st uses third-party providers such as Courier or Australia Post for all deliveries. Upon receipt, you must sign for your package. By signing, you confirm that the product arrived in good condition. Inspect the packaging for damage before signing. If the packaging is damaged, check the contents and report any issues immediately.

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1.2 Missed Deliveries
If no one is home at the time of delivery, your package will either be returned to the courier's depot for redelivery or taken to your Local Post Office or Collection Depot. Couriers may leave items in a safe place at their discretion. Use the provided tracking details to monitor your shipment. Contact the courier company directly for any issues regarding delivery

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1.3 Delivery Times
We strive to dispatch orders within 3 business days of payment. Delivery times are estimated between 5-14 business days, depending on your location within Australia. Remote or rural areas may experience longer delivery times. Business days exclude weekends and public holidays.

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1.4 Delivery during Peak Periods
During peak periods such as public holidays, Easter, Black Friday, Christmas, and New Year, delivery times may be longer due to increased parcel volumes. We recommend placing orders well in advance.

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1.5 Access and Delivery
Ensure clear access to the delivery location. This includes providing access to apartments or buildings with security doors. If access is restricted, a calling card will be left, and redelivery will be attempted. Additional charges may apply for redelivery. Contact the courier company directly for re-delivery arrangements.

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1.6 Authority to Leave
If you grant "Authority to Leave," Pet1st is not liable for stolen or missing parcels. Tracking numbers will be provided for all deliveries. For issues with tracking or missing parcels, contact the courier directly.

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2. Returns

2.1 Return Policy
Pet1st offers a 14-day money-back guarantee (excluding shipping costs) for goods returned in their original, unopened condition. The purchaser is responsible for all return shipping costs. Risk of loss or damage to the goods remains with the purchaser until the item is received at our warehouse. Use a tracking number for returns.

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2.2 Return Procedure
Contact Pet1st to obtain the return shipping address. Returns must be received within 14 calendar days. Replacement goods will be sent only after the returned goods are received. Photos of faulty or damaged goods may be requested.

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2.3 Restocking Fee
A 25% restocking fee may be applied to returned items, or we may refuse the return if items are not in their original condition, are incomplete, opened, used, soiled, worn, or damaged.

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3. Refunds

3.1 Refund Process
Refunds will be issued to the original payment method. Credit card refunds will be processed back to the original card, and PayPal refunds will be made to the original PayPal account.

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3.2 Shipping Errors
If you receive an incorrect item, notify us within 48 hours of delivery. Provide photos of the incorrect items. Incorrect items must be returned in their original condition and packaging. Replacement goods will be dispatched only after the incorrect items are received.

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4. Warranty

4.1 Warranty Claims
Contact us to initiate warranty claims. Some products may require dealing directly with the manufacturer or service centre. Freight expenses for warranty claims are the purchaser’s responsibility. Contact us for a shipping quote for re-delivery on warranty claims.

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5. General Terms

5.1 Statutory Rights
This policy does not affect your statutory rights or consumer protections under Australian law.

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5.2 Policy Changes
Pet1st reserves the right to change this policy without notice. Please refer to our Terms and Conditions for the most current information.

Contact Information

For any questions regarding shipping, returns, or warranty claims, please contact us at:

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