FAQ

Where does the company operate from?

My Pet My Pal is a proudly Australian-owned and operated small business, passionate about dogs and cats. We operate out of Melbourne, Australia, with a team that truly cares for animals.

What types of payment do you accept?

We accept all major payment methods, including credit cards and PayPal.

Is delivery free?

Yes, we offer free delivery on all products Australia-wide. There is an additional charge for international orders.

When will my order ship?

We strive to ship your orders as quickly as possible. Once your order is shipped, we'll send a confirmation email to notify you that it's on its way.

When will I receive my order?

Typically, you can expect your order within 5-15 business days of placement. Delivery time depends on the current load of carriers like Aus Post, Toll, and Aramex.

What is your returns policy?

We assure the quality of our products and conduct quality checks before shipping. If your item is faulty or arrives with an issue, please contact us within 30 days, and we'll aim to make it right, offering a replacement or a refund if necessary. Please provide pictures or videos of the issue to initiate the refund process.

For change-of-mind returns, you are responsible for the postage cost to return the item. Refunds are processed after returning the item back to us at the correct address. Items not returned or sent to an incorrect address are not eligible for a refund.

Do you offer personalised products?

Yes, we offer a range of personalised products to add that unique touch for you and your pet. Whether it's a customised tag, a special bed, or a unique accessory, our personalised items are crafted with love and attention to detail. Please note that personalised products require additional processing time before shipping, and are non-returnable unless faulty.