Online security and privacy

How do I know that it is safe to shop on your website?

We value our customers and take online security very seriously! More Than Petz has a secure URL starting with HTTPS which indicates that our site uses a Secure Sockets Layer (SSL) Certificate. This means that all communication between your browser and our website is encrypted, and thus cannot be tampered with or modified by a hacker. HTTPS also ensures that you, our valued visitor, are accessing our actual website and not a fake version.

Will my personal information be shared with third parties?

We respect your right to privacy. As such, More Than Petz will never share your personal information with a third-party other than in the course of order fulfilment, or unless required to by Law.

Please refer to our Privacy Policy for more information.

Payments

How do I complete my purchase?

At Checkout, you will be able to select either Shop Pay or Google Pay.

Which cards are accepted?

We currently accept American Express, Visa and Mastercard debit and credit cards.

Does More Than Petz store my credit card details?

No, More Than Petz does not store any credit card details. Your payments are processed by Shop Pay or Google Pay (at your discretion) via their secure payment gateway. Shipping and billing information you provide to either Shop Pay or Google Pay are securely stored and encrypted by them.

Please refer to their Terms of Service for more information.

Do you accept PayPal or a direct bank transfer?

We are unable to offer these payment methods at the moment.

Deliveries & shipping

Where in Australia do you deliver to?

Sydney

1100, 1215-1215, 1220, 1225, 1230-1231, 1235, 1239-1240, 1291, 1300, 1335, 1340, 1350, 1355, 1360, 1405, 1435, 1445, 1450, 1455, 1460, 1465-1466, 1470, 1475, 1480-1481, 1485, 1490, 1495, 1499, 1515, 1560, 1565, 1570, 1585, 1590, 1595, 1602, 1630, 1635, 1640, 1655, 1660-1685, 1700, 1710-1730, 1750-1765, 1790, 1800-1811, 1825, 1835, 1851-1885, 1890-1891, 2000-2080, 2084-2156, 2158, 2160-2234, 2555-2559, 2563-2567, 2745-2752, 2759-2774, 2776-2777, 2890-2891

Melbourne

3000-3097, 3101-3138, 3140-3207, 3335-3340, 3427-3429, 3750-3753, 3765, 3787, 3800-3810, 3930, 3975-3976, 8001-8012, 8045, 8051, 8066-8071, 8102, 8111-8205, 8438, 8511, 8785, 9999

Brisbane

4000-4022, 4029-4037, 4051-4078, 4101-4133, 4151-4179, 4205, 4300-4304, 4500-4506, 4508-4511, 4520, 9000-9002, 9005-9007, 9009-9015, 9464

Adelaide

5000-5025, 5031-5052, 5061-5076, 5081-5098, 5106-5127, 5131-5133, 5150, 5156, 5158-5170, 5173-5174, 5800-5800, 5810, 5839, 5842, 5950

Perth

6000-6038, 6050-6081, 6090-6090, 6100-6112, 6147-6176, 6180-6182, 6209-6210, 6800-6800, 6809-6809, 6827-6831, 6837-6850, 6865-6865, 6872-6872, 6892-6892, 6900-6939, 6941-6979, 6981-6997

Which shipping service will deliver my order?

We use a range of services including Australia Post and various couriers.

How much will shipping cost?

Your shipping cost will be calculated at Checkout prior to finalising your order.

Are you able to deliver to a PO Box or Parcel Locker?

Unfortunately, the courier services are only able to deliver to a street address. If you are delivering to a business address, please be sure to include the name of the business to avoid confusion.

I may not be home to accept my delivery, can I provide an "Authority To Leave" (ATL)

Click on the cart icon on the top right corner of the web page to navigate the "Your Cart" page. You can provide any special delivery instructions in the "Order Special Instructions" box that appears at the bottom of the page.

Please note that if you choose to request an ATL, this will be done at your own risk.

What happens if my parcel is returned due to non-collection or incorrect address?

In the case of Australia Post, a $10 fee will apply in addition to the 20% re-stocking fee. In the case of couriers, a re-delivery fee will be charged in addition to the re-stocking fee.

Can I pay for an order but have it sent to someone else?

Sure! Just provide your recipient’s name and delivery address.

If I order multiple items together, will they be shipped together?

Most of the time, this will be the case. However, there may be exceptions to the rule. It depends on availability and warehousing. Regardless, you will only be charged one shipping fee per order.

At the Checkout page, I am getting an error message that says "Shipping not available". What does this mean?

Oops! Auto-generation of shipping rates may not be available due to your delivery postcode or the weight of the order. Please email us at support@morethanpetz.com.au with the header: "Shipping not available" and provide details about your order and post code. We apologise for the inconvenience.

Orders

Can I cancel or change an order?

If you have made a mistake, please contact our customer service team (support@morethanpetz.com.au) as soon as possible. In your email, kindly include your order number in the subject field: “Cancellation / Change Request - Order No. XXX”.

We will only be able to refund the order provided it has not already been dispatched.

If the product has already been despatched from the warehouse, a 20% re-stocking fee will apply. The original shipping cost is non-refundable. Additionally, you will need to cover the cost of return shipping to our warehouse. We highly recommend that any returns you initiate include tracking and insurance.

Special Order products are not eligible for a refund unless they arrived damaged or faulty.

What should I do if the product I received is not what I ordered?

Do not use the product and keep it in its original packaging.

Contact our customer service team (support@morethanpetz.com.au) as soon as possible. In your email, please include your order number in the subject field: “Incorrect Product - Order No. XXX”.

What should I do if the product arrives damaged?

Contact our customer service team (support@morethanpetz.com.au) as soon as possible.

In your email, please include your order number in the subject field: “Damaged Product - Order No. XXX”. Please include a clear description and photographs of the damaged product.

How do I check my order status?

You will receive email notifications along with a tracking number once it has been dispatched.

Returns

How do I initiate a return?

Please contact our customer service team (support@morethanpetz.com.au) prior to initiating any return. In your email subject, please include the reason for the return and the order no. Please refer to the relevant FAQ section for more specific guidance on this.

We will not be able to process your return otherwise.

Refunds

How will I receive the refunded amount?

The refund will be issued in the form of the original payment. If the payment was made using a debit/credit card, this may be in the form of either a credit to your card account or a reversal. In the case of a reversal, the original payment will be removed from your card statement.

How long will it take for me to receive a refunded amount?

After we approve your refund, it usually shows as "Pending" for 2 business days. Following that, it may take up to 10 business days for you to receive the refunded amount. Processing time may vary between banks.

Warranty

How do I make a warranty claim

Contact our customer service team (support@morethanpetz.com.au).

In your email, please include your order number in the subject field: “Warranty Claim - Order No. XXX”. Provide any relevant information and photographs (if applicable). Your claim will be forwarded to the product manufacturer for investigation prior to accepting a return or replacement.

Contact

What is the best way of getting in touch?

Simply email us at support@morethanpetz.com.au. We will do our best to get back to you as soon as possible. However, as we are working hard to fulfill orders and curate products to enrich the lives of much loved fur-family members across Australia, it may take us up to 48 hours to get back to you. We appreciate your patience!

If it relates to an existing order, please refer to the Orders FAQs for more information.