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FAQS

DO YOU SHIP INTERNATIONALLY?

Yes, we ship worldwide!

CAN I CHANGE MY ONLINE ORDER AFTER I HAVE PLACED IT?

Yes! Please contact us via the Messenger pop up on our website or email us at info@petswelcome.store within 2 hours of when you placed the order if you require any changes.

WHAT'S THE DIFFERENCE BETWEEN THE STANDARD SHOP AND SHOP AUSTRALIAN?

The majority of items through our store, unless specified are internationally supplied (from outside Australia) and generally take longer to ship to Australia and other countries due to the necessary customs clearances needed. 

All products and brands under our 'Shop Australian' section are supplied in Australia and ship faster within Australia. Certain brands and products under our 'Shop Australian' menu also may not ship outside of Australia and if so, this will be noted in the bold text at the top of each collection.


ARE ALL SIZES THE
 SAME?

Due to us sourcing our products from many different suppliers, our sizes may vary slightly as each brand is different. 
The sizing is to be used as a guide only and may differ depending on the size or weight of your baby for their age. We always recommend ordering a slightly larger size for growth, particularly if your pet is larger for their age.

If you would like a size chart for any particular product that may not have one present, please contact our customer service team via Facebook Messenger (for a faster response) or via Email and they should be able to provide you with one prior to you purchasing.


HOW DO I USE A DISCOUNT CODE?

Once you've reached the checkout stage, enter your discount code into our discount bar and click 'Apply'. If the code is valid, your discount will be applied!

Please note, only one promotion/discount code is redeemable per order.

HOW LONG IS DELIVERY?

Orders may take between 20-49 days for our internationally supplied products, although most of the time they do arrive earlier. We use that time frame to take into account any potential delays at customs which are unfortunately out of our control.

If your order isn't received after 6 weeks, please contact us at info@petswelcome.store and we will contact our suppliers and investigate the matter to resolve any potential issues.


WHAT IF MY ITEM IS FAULTY?

We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, we will help resolve the problem as fast as possible. If you receive your item but are unhappy with the purchase, will not refund the item unless it arrived damaged, deformed or significantly different to what was described or pictured on our website.

Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us via email at info@petswelcome.store or via Facebook Messenger on our official Facebook page. For more information please see our refund policy.
  

HOW DO I TRACK MY ORDER?

You can check on your orders status via the 'TRACK ORDER' link of our website. Simply enter in the email you used to order and the order number, eg. 1234.

We will always send ALL information through that we receive from our suppliers. Unfortunately, as we do only offer the basic standard shipping to provide you with more affordable shipping, sometimes tracking information may be limited for the customers' end. For any questions please contact info@petswelcome.store, or message us via Facebook Messenger on our Official Facebook Page for a faster response.

 

WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?

Once your parcels have left our suppliers' warehouse they are then the property of the courier companies that each supplier chooses. We are legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you and potentially refund you. 

Contact us at info@petswelcome.store


HOW CAN I PAY FOR MY ONLINE PURCHASES?

You can pay by VISA, MASTERCARD, AMERICAN EXPRESS, AFTERPAY or PAYPAL.

 

WHO DO I CONTACT IF I'M HAVING TROUBLE ORDERING ONLINE?

At any time message us via the Messenger Pop Up on the website or email us at info@petswelcome.store

 

NEED ANY FURTHER HELP?

At Pets Welcome, we're always working to improve your experience by ensuring it's as fast and easy as possible; we would always love to hear your feedback and ideas from your experience.

Contact us at info@petswelcome.store