Frequently Asked Questions
Shipping & Delivery
If you order before 12pm Brisbane time on a business day, we will pack and dispatch your delivery on the same day. If you miss this deadline, your parcel will be posted the following business day.
For standard postage, Australia Post takes between 2-8 business days depending on your location. Express postage takes 1-2 business days for areas within Australia Post’s Express Post network and a couple days extra for postcodes outside the express zone.
If no one is home when your Postie brings your goodies, the parcel will either be left in a safe place or be taken to the Post Office for collection.
If you aren’t likely to be home, you might want to use your work address instead.
Firstly, if you have a post box please check in there. Sometimes if the parcel is small enough it will get popped in there and you won't get a knock at the door.
Also check around your front door as sometimes the Postie leaves it in a safe place.
If it's still nowhere to be found, please get in touch and we will launch an investion with Australia Post.
For orders over $120:
- Standard Post -> FREE
- Express Post Upgrade -> $4.00
So for orders under $120:
- Standard Post -> $8.95
- Express Post -> $11.95
Bulky goods shipping cost is $19.95. This is notified on the product page.
Bags of food are $8.95 for shipping.
All orders are shipped with Australia Post with tracking provided.
We ship to countries in the following continents using Australia Post:
- New Zealand
- North America
- Canada
- Europe (excluding UK)
- Asia
- South Africa
Please select your location/region at checkout. Shipping options will then be calculated based on the weight of your order for you to select. This cost will then be added to your checkout total.
You can see an estimate of how long each shipping option available to you will take to arrive here. Shipping is from postcode 4573 (Peregian Beach QLD).
Please note for international orders:
- Due to size restrictions, we are unable to ship bulky items internationally. This includes beds, cat litters, food etc. Where international shipping is not available for a product, this will be made clear on the product page. Customers placing orders containing these items will be contacted to alter or cancel their purchase.
- Note that in some countries there may be extra customs duties to pay on arrival. Peticular is not liable for these extra charges and will not accept 'return to sender' returns where a delivery has been refused for any reason.
- Please check your country's regulations regarding the importation of food products. Peticular is not liable for any food products purchased and shipped that are then confiscated on arrival into your country.
For shipping to countries outside of those listed above, please contact us at hello@peticular.com.au, outlining which products you wish to purchase, and we will be happy to provide shipping costs for you.
Just shoot us an email to hello@peticular.com.au if you have any questions on shipping - we'd be more than happy to help!
Either click on the link in your dispatch email, or click HERE and have your order number and email/mobile handy!
As long as it is not a public holiday, then your order will be at the post office on Monday!
Returns & Exchanges
We want you to be completely satisfied with your purchase from us, so we accept returns and exchanges.
You may:
- Return an item in exchange for a different size
- Return an item for a refund or store credit
It is important to note that:
Items need to be unused with the original tags attached to them so they can be resold
If you are retuning an item of apparel that does not fit correctly, please ensure you remove all pet hair prior to returning the item, otherwise we may charge a cleaning fee to return the item to a resale-able state
Return shipping costs are at your own expense. Please note, if you mark the parcel as 'Return to Sender', we get charged a return fee by Australia Post. This fee will then be passed on to you.
For exchanges, we cannot guarantee the size you request to exchange for will be in stock. On receiving your returned item, we will review stock available and advise you.
Ready to go?
To return or exchange something that you ordered, please have your order number (found on your order confirmation email) and the email address you used to place your order. Then start the process by clicking HERE. This will take you through to our returns and exchanges centre.
If you have any questions, please contact us at returns@peticular.com.au
So our best advice is go online and buy the correct size while it is there in-stock. This will then get shipped straight out to you and means you don't have to wait for your return to arrived back with us first.
Then as soon as your return arrives with us, we will just refund you for your original purchase.
Either way you will have to pay shipping for the new size - whether you buy the new size or if we send you out the exchnage in a new size, so it works out the same.
While we would genuinely love to be able to cover the shipping costs of all exchanges and returns, sadly it is just not financially viable for a small business like us.
We try and provide as much sizing information as possible, and really encourage you to grab a tape measure to try and get it right first time.
We do our best to package products so that there is minimal chance of them getting injured while travelling to you. Sadly, we don’t always win.
If a product arrives damaged, please email us a photograph of the breakage and we will send a replacement out as soon as possible.
Depending on the damage done or what the product is, we may ask you to return the parcel to us. If this is the case, we will send you a free returns address label so you don’t have to fork out any extra cash for postage.
Ordering
So some products on our website are only available for purchase online with store pick up. This is because they are either so bulky or heavy it makes no sense to ship them (we're looking at you cans of dog food). OR they are frozen goods, and would arrive with you as a sloppy puddle.
We always put a NOTE at the top of the descriptions of these products advising this.
So just take these out of your cart and you should be back in business! Any questions or problems, just jump on chat or drop us an email.
Yeah sorry it's a bit clunky at the moment. We're working on it... But it is possible!
So as you checkout you just need to:
1. Select 'Ship' as 'Delivery Method'
2. Enter your shipping details
3. Add discount code PBPICKUP (using this code notifies us it is a in-store pick up order.)
4. Select any of the postage options (they are all free).
Once your order is at the store ready for collection, we will call or text you.
Note that not all of our products available online are kept at our store location. Therefore, please allow up to one business day to be notified that your order is ready for collection. If you would like to clarify first if your products are at the store for same day pick-up, please give us a call us on 07 5471 341 to check.
Click here for details of our store location and parking.
You sure can, as long as your order has not been packed and shipped yet (and warning, we're pretty damn efficient!)
Jump on chat, send us an email (including your order number) or give us a call, and one of our friendly staff will organise any changes.
However, if your order has already been processed by our team, unfortunately, we will not be able to change or cancel your order.
We do however accept all returns or exchanges, so you can return the parcel back to us for a full refund or exchange.
A lady never tells... But keep an eye on our social pipes or sign up to our newsletters for when she does...
TBH though, we don't do a whole lot of them. We think the value of our awesome service and rapid order turnaround is WAY better than saving a dollar here or there.
Don't know about you, but when we order something ourselves we generally want it, like, NOW!
We sure do! Just go to your cart HERE and tick that little box at the bottom that says "THIS IS A GIFT".
We'll remove any prices, wrap in our beautiful orange tissue paper and send with a gift receipt (has no prices but can still be used to exchange items if you get the sizing wrong!).
You can also add a little note with your order that we will print out onto a postcard for you.
And all of this for free! Aren't we nice.
Lots.
So if you like it classic, you can pay with MasterCard, Visa or Amex. Or through PayPal.
Then there are your mobile payment options, so Apple Pay, Google Pay, Shop Pay and Samsung Pay.
Or if buy now, pay later is more your thing, we offer Afterpay, Zip, PayPal Pay In 4, and Laybuy.
Prefer to do a bank transfer? We can do that too! Just jump on chat or email us.
Hmm, that is odd! Please let's first check your spam folder; email servers can be rather rude sometimes!
Also at times, an email can be incorrectly spelled or missing a character, meaning no email to your inbox.
Still no joy? Please email us at hello@peticular.com.au or jump on chat and we'll send out a duplicate post haste.
General Stuff
Yes you sure can! Just go to the Gift Cards page HERE and purchase whatever amount you would like.
Your gift card will be sent to you via email for you to forward on to the recipient or print off and pop into a card!
Gift cards purchased online can be used both online and in-store.
Sorry, we do love you, but that usually means one of the following:
> Our team are all busy helping other customers
> It's past 4.30pm and we're out dog walking
-> It's a public holiday and we're closed
Just leave a message and we promise we will get back to you ASAP.
Our hours are 9am to 4.30pm Monday to Saturday and 9am to 3.30pm Sunday.
Firstly, thanks for thinking of us! We're honoured.
The best first step is to send an email to hello@peticular.com.au with your info, product details, wholesale info, MOQs, catalogues etc.
As you can imagine, we get approached by a lot of companies. And while we would love to stock everything, we would need a giant store! So what we do is range review every 3 months and then, if your products are of interest, we will be in touch.