The following can be found within this page

• Shipping Policy
• Returns & Store Credit Policy
• Product Incident Reporting Policy
• Product Safety Notices
• Warranty & Australian Consumer Law
• Privacy Policy
• Terms & Conditions of Sale
• Terms of Website Use
• Frequently Asked Questions
• PetzStore Pet Treat Safety Guide
• PetzStore Lead, Collar & Harness Safety Guide

 

 

Shipping Policy

At PetzStore, we aim to dispatch your order as quickly as possible.

Order Processing

Orders are generally processed and dispatched within 24 business hours of payment being received.

Orders placed on weekends or public holidays will be processed on the next business day.

Shipping

Orders are shipped using Australia Post or another suitable courier selected by PetzStore based on the size, weight and destination of your order.

Once your parcel has been dispatched, delivery times are subject to the courier's standard delivery network and are outside of our control.

Estimated delivery times supplied by carriers are estimates only and are not guaranteed.

Express Shipping

If you require Express Shipping, please select the Express Shipping option during checkout (where available) or contact us before placing your order.

Additional freight charges will apply for Express Shipping.

Delays

While we endeavour to dispatch all orders promptly, PetzStore cannot accept responsibility for delays caused by couriers, weather events, industrial action or circumstances beyond our control.

 

Returns & Credits Policy

We want you to be happy with your purchase.

Change of Mind

If you change your mind, you may return unused products in their original condition within 30 days of purchase.

Once the goods have been received and inspected, PetzStore will issue a Store Credit to the value of the returned goods.

Return freight costs are the responsibility of the customer unless otherwise agreed.

Incorrect or Damaged Orders

If you receive an incorrect or damaged item, please contact us within 7 days of delivery with photographs and your order number so we can resolve the issue promptly.

Consumer Guarantees

Nothing in this policy limits your rights under the Australian Consumer Law.

Where a product has a major failure or does not meet the consumer guarantees provided by law, customers are entitled to the remedies available under the Australian Consumer Law, which may include repair, replacement or refund, depending on the circumstances.

 

Product Safety Notice

The safety of your pet is important to us.

Please inspect this product before each use and discontinue use immediately if any signs of wear, damage, loose components or deterioration are found.

No pet product is indestructible. The suitability of any lead, collar, harness, toy, chew or accessory depends on your pet's size, strength, age, temperament and behaviour. Pets should always be supervised when using our products, and owners should ensure the product selected is appropriate for their individual pet.

PetzStore recommends regular inspection and replacement of products that show signs of wear through normal use.

If you believe this product has experienced an unexpected failure, please cease using it immediately and contact PetzStore. Please retain the product in its original condition, as we may request its return for inspection as part of our investigation.

This Product Safety Notice does not exclude or limit your rights under the Australian Consumer Law.

 

Safety Notice:

·       PetzStore products are intended for responsible pet ownership. Customers are responsible for selecting products suitable for their pet's size, strength, age and behaviour. All products should be inspected regularly for signs of wear or damage and replaced when necessary. Pets should be supervised whenever using toys, chews, leads, collars, harnesses or other pet accessories.

·       No collar, lead or harness is indestructible. Always inspect your product before each use and discontinue use immediately if signs of wear or damage are evident. The suitability of any restraint product depends on your pet's size, strength and behaviour. Pets should never be left unattended while wearing restraint products.

·       Leads, Collars and Harnesses are designed as walking restraints only. Always inspect the lead, stitching, webbing and metal fittings before each use. Discontinue use immediately if any wear, damage or deterioration is evident. No lead or restraint device is indestructible or guaranteed against misuse, accidental damage or unexpected failure. The suitability of the products depends on your dog's size, strength, temperament and behaviour. Pets should never be left unattended while attached to a lead or restraint.

·       Pet treats may vary in size, shape, texture, colour and hardness. Always select treats appropriate for your pet's size, age, breed and chewing habits. We recommend supervising your pet while feeding any treat and ensuring fresh drinking water is always available. Remove any small or broken pieces that may present a choking hazard. If you are unsure whether a treat is suitable for your pet, please seek veterinary advice before feeding.

 

Product Incident Reporting Policy

At PetzStore, the safety of pets and their owners is our highest priority. We are committed to supplying quality products and investigating any report of an alleged product failure promptly and fairly.

Reporting an Incident

If you believe a PetzStore product has failed, caused injury, or contributed to injury or property damage, please contact us as soon as reasonably possible after the incident.

To assist with our investigation, please provide:

·       Your order number or proof of purchase.

·       A description of the incident, including the date and circumstances.

·       Clear photographs of the product, including any damaged or failed components.

·       Photographs of any related damage or injury, where appropriate.

·       Copies of any relevant veterinary or medical reports or invoices, if applicable.

Preserve the Product

Please stop using the product immediately and retain it in its original condition.

Do not repair, modify or dispose of the product, as it may be required for inspection during the investigation.

If requested, the product must be returned to PetzStore for examination. We will provide return instructions where applicable.

Investigation Process

Each reported incident is investigated individually.

Depending on the circumstances, PetzStore may:

·       Inspect the returned product.

·       Refer the product to the manufacturer for technical assessment.

·       Obtain an independent engineering or technical evaluation.

·       Refer the matter to our product liability insurer for investigation and assessment.

The time required to complete an investigation will vary depending on the complexity of the matter and whether external specialists are involved.

Product Liability Claims

Where an incident involves an allegation of personal injury, animal injury or property damage, PetzStore may refer the matter directly to our product liability insurer.

Any decision regarding liability or compensation will only be made after the investigation has been completed and all available evidence has been reviewed.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Contact Us

To report a product incident, please contact us with your order details and supporting information.

PetzStore

Email: hello@petzstore.com.au

Please include "Product Incident Report" in the subject line to help us prioritise your enquiry.

 

Warranty & Australian Consumer Law

At PetzStore, we stand behind the quality of the products we sell and are committed to providing excellent customer service.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

Manufacturer's Warranty

Some products sold by PetzStore may also be covered by a manufacturer's warranty. Where applicable, warranty details will be supplied with the product or are available upon request.

Warranty Claims

If you believe a product is faulty, please contact us as soon as possible and provide:

·      Your order number or proof of purchase.

·      A description of the fault.

·      Photographs or videos showing the issue.

We may request that the product be returned for inspection before determining the appropriate remedy.

Normal Wear and Tear

Our warranty does not cover:

·      Normal wear and tear.

·      Damage caused by misuse, abuse or neglect.

·      Damage resulting from accidental impact.

·      Damage caused by chewing, scratching or destructive behaviour by pets.

·      Failure resulting from modification or unauthorised repair.

·      Failure to inspect or maintain the product before use.

Every claim is assessed individually in accordance with the Australian Consumer Law.

 

Privacy Policy

PetzStore respects your privacy and is committed to protecting your personal information.

Information We Collect

When you place an order or contact us, we may collect:

·      Your name.

·      Billing and shipping address.

·      Email address.

·      Telephone number.

·      Payment details (processed securely through our payment providers).

·      Purchase history.

How We Use Your Information

We use your information to:

·      Process and deliver your orders.

·      Respond to enquiries.

·      Provide customer support.

·      Process returns and warranty claims.

·      Improve our products and services.

·      Send marketing communications where you have consented.

Payment Security

PetzStore does not store your full credit card details. Payments are processed through secure third-party payment providers.

Disclosure

We only share your information where necessary to complete your order or where required by law, including with:

·      Shipping providers.

·      Payment providers.

·      Government authorities where legally required.

·      Product manufacturers or insurers where necessary to investigate warranty or product safety claims.

Marketing

You may unsubscribe from our marketing emails at any time using the unsubscribe link included in our emails.

Access to Your Information

You may request access to, or correction of, your personal information by contacting us.

Contact

Email: hello@petzstore.com.au

  

Terms of Website Use

Welcome to the PetzStore website.

By accessing or using this website, you agree to these Terms of Website Use.

Product Information

We make every effort to ensure product descriptions, images, pricing and availability are accurate. However, errors may occasionally occur and we reserve the right to correct any errors without prior notice.

Product images are provided as a guide only. Natural products may vary in size, colour, shape and appearance.

Pricing

All prices are shown in Australian Dollars (AUD).

Prices are subject to change without notice.

Orders

Submission of an order does not constitute acceptance of that order.

PetzStore reserves the right to decline or cancel any order where:

Payment cannot be verified.

Pricing errors have occurred.

Products are unavailable.

Fraudulent activity is suspected.

Product Use

Customers are responsible for selecting products appropriate for their pet's size, age, strength and behaviour.

Products should always be inspected before use and used under appropriate supervision.

Intellectual Property

All website content, including text, photographs, graphics, logos and branding, remains the property of PetzStore unless otherwise stated.

No material may be reproduced without prior written permission.

Limitation of Liability

To the maximum extent permitted by law, PetzStore is not liable for indirect or consequential loss arising from the use of this website.

Nothing in these Terms excludes or limits any rights available under the Australian Consumer Law.

Governing Law

These Terms are governed by the laws of Victoria, Australia.

 

Terms & Conditions of Sale

Effective Date: 1 January 2026

These Terms & Conditions apply to all purchases made through www.petzstore.com.au. By placing an order, you agree to these Terms & Conditions.

1. About PetzStore

PetzStore is committed to supplying quality pet products together with friendly customer service and prompt dispatch.

2. Orders

All orders are subject to acceptance.

We reserve the right to:

Decline or cancel an order.

Correct pricing or product description errors.

Limit purchase quantities.

Cancel orders where fraud or unauthorised activity is suspected.

3. Pricing

All prices are displayed in Australian Dollars (AUD).

Prices may change without notice.

GST is included where applicable unless otherwise stated.

4. Payment

Orders must be paid in full before dispatch.

Payments are processed through secure payment providers.

PetzStore does not store customers' full credit card details.

5. Shipping

Orders are generally dispatched within one business day of receiving payment.

Orders are shipped using Australia Post or another suitable courier selected by PetzStore.

Delivery estimates are provided by the courier only and are outside our control.

Express Shipping is available on request and additional freight charges apply.

Risk in the goods passes to the customer upon delivery.

6. Natural Products

Many PetzStore products are natural animal products.

Natural products may vary in:

Colour

Shape

Thickness

Length

Weight

Texture

Aroma

These natural variations do not constitute defects.

7. Product Suitability

Customers are responsible for selecting products suitable for their pet's:

Size

Breed

Age

Weight

Strength

Behaviour

Chewing habits

Medical condition

If you are unsure whether a product is suitable, please contact us before purchasing.

8. Safe Use of Products

Pets should always be supervised while using toys, chews, leads, collars, harnesses, crates or other pet accessories.

Customers should inspect products before every use.

Products showing signs of wear, deterioration or damage should be discontinued immediately and replaced.

No pet product should be considered indestructible.

9. Product Incident Reporting

If you believe a product has failed or contributed to injury or damage:

Stop using the product immediately.

Retain the product.

Photograph the product.

Contact PetzStore promptly.

The product may be required for inspection by PetzStore, the manufacturer or our product liability insurer.

PetzStore investigates every reported incident individually.

10. Returns

For change of mind purchases, unused products returned in their original condition within 30 days are generally eligible for a Store Credit.

Return freight costs are the customer's responsibility unless otherwise agreed.

This policy does not affect your rights under the Australian Consumer Law.

11. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Customers are entitled to the remedies provided under the Australian Consumer Law where applicable.

Nothing in these Terms excludes, restricts or modifies those statutory rights.

12. Warranty Claims

Warranty claims should include:

Proof of purchase

Description of the issue

Photographs where appropriate

We may request return of the product before determining the appropriate remedy.

13. Limitation of Liability

Except where required by law, PetzStore's liability is limited to the remedies available under the Australian Consumer Law.

To the maximum extent permitted by law, PetzStore is not liable for indirect, consequential or incidental loss arising from the use of our products or website.

Nothing in these Terms excludes rights that cannot legally be excluded.

14. Website Content

All content on this website, including photographs, graphics, logos, product descriptions and branding, remains the property of PetzStore unless otherwise stated.

No material may be reproduced without our written permission.

15. Privacy

Your personal information is handled in accordance with our Privacy Policy.

We only collect information necessary to process orders, provide customer support and comply with legal obligations.

16. Governing Law

These Terms are governed by the laws of Victoria, Australia.

Any disputes will be determined under Australian law.

Contact Us

PetzStore

Email: hello@petzstore.com.au

Website: www.petzstore.com.au