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Delivery Policy

Delivery and the finer details

What delivery options do you offer? 

At PetCulture we have a delivery option to suit all your needs: 

  • - Standard Post 
  • - Express Post

Do you deliver outside of Australia?

We do not currently ship outside of Australia. 

How much does delivery cost?

Delivery charges vary depending on your PetCulture membership status, the size and weight of your order and your chosen delivery address. 

For PetCulture Club Members;

  • - Standard Shipping is free to metro areas when you spend over $49 - Excludes TAS, WA & NT

For Existing Bronze, Silver and Gold Members;

  • - Standard Shipping is free to metro areas when you spend over $49 - Excludes TAS, WA & NT
  • - Regional delivery is discounted at 10% for Bronze members & 20% for Silver and Gold members. Note this excludes TAS, WA & NT
  • - Gold members also receive free express post for metro locations, in addition to free Standard Shipping to metro locations - excludes TAS, WA & NT

For non-members (customers who are not a PetCulture Club member): 

  • - Standard Shipping is free to most metro areas when you spend over $49 - Excludes TAS, WA & NT
  • - All regional delivery will be calculated at checkout and will incur our standard variable size and weight charges. 

If you don't happen to qualify for free delivery, the cost of delivery will depend on the weight of your order. You'll be able to see this on the checkout page before you proceed to payment.

PetCulture does not currently offer delivery to PO boxes or Parcel Lockers. 

How long does delivery take?

PetCulture offers a reliable and affordable delivery service to all metro and regional locations within Australia including Tasmania. 

  • - For metro areas, Standard Shipping will take between 1-6 business days
  • - For regional areas Standard Shipping will take between 2-11 business days. 

Please note that our delivery service does not operate on weekends or public holidays. Please be prepared for slight delays to your delivery around Christmas, Easter and public holidays. Check our site for more information during peak periods. 

Do I need to be home to receive my delivery?

If you are not home when the courier attempts to deliver your order they will typically leave your order on your property in a safe place without a signature on delivery.  At times the courier can also leave a collection card containing information on the closest Australia Post Office where you can collect your delivery. 

Do you have Express post? 

Yes! We offer express post if you would like to receive your orders faster.

How long will Express post take? 

For metro areas, express post will take 1-3 business depending on which city you are in and for regional areas, express post will take 2-5 business days. 

How much is Express Post?

  • - For all members and guests, express post is $8 for metro locations up to 20kgs. Items above 20kgs will incur fees aligned to our variable weight and size costs. 

Same day delivery (Coming Soon)

What is Same Day delivery?

Same Day Delivery is a fast and convenient PetCulture delivery option, so you can get your pet goodies the same day you place your order. This service is currently only available for orders placed before 2pm Monday – Friday local time, for delivery within the Melbourne metro areas. We are working to expand to other metro areas at a later date.

How do I place a Same Day delivery order? 

Once you add your desired items to your cart, proceed to the checkout and follow the prompts. At checkout, you’ll see Same Day Delivery as a delivery option which you can select.
You’ll have the chance to review your cart and delivery option before final payment, to check that all your details are correct.

Does it cost extra? 

We currently have an introductory launch offer for Same Day Delivery at $9.90. This is for a limited time only until 31/03/2021,

Who will deliver my order? 

Your order will be delivered by Australia Post who will identify themselves upon arrival.

What happens if I place my order after 2pm?

Your order will be classified as Next Day Delivery and you’ll receive an email communication if this occurs.

How long will it take for my order to be delivered? 

For orders placed before 10am local time, you will have a choice to have your order delivered between 1pm-5pm or 6pm-9pm.

For orders placed between 10am-2pm local time, your order delivered between 6pm-9pm.

How do I know when my order has been placed?

You’ll receive an email from PetCulture with your order details. You will also receive a tracking order number to track where your delivery is. 

What happens if I’m not home when my delivery arrives?

Your order will be left at your delivery address in a safe place providing it is accessible.

I have items missing from my order. What do I do?

If you have an issue with your order, please contact our customer support team

Where should I meet my delivery person?

To comply with social distancing regulations, the delivery partner will avoid person-to-person contact and leave your delivery at your door, provided it is accessible.

Can I place my order for a set time?

Yes, you can choose your desired delivery date and time. At the checkout select choose your delivery date option and you can pick the date you want to receive your delivery. Choose your delivery date is only available Monday - Friday. 

Are all your products available for Same Day Delivery?

To ensure the best possible customer experience, and in the interest of maintaining high product quality, there are certain products are not suitable for delivery and are therefore not available for Same Day Delivery.

Exclusions include:

  • - Products over 21kg
  • - Kennels
  • - Fresh & Frozen Food
  • - Vet Prescription Diets
  • - Any other large or bulky items

I have a question about my order, what should I do?

If you have an issue with your order, please contact our customer support team.

Same day delivery terms and conditions

  • - Same Day Delivery is only applicable to orders $50 and over and selected Melbourne Metro areas only.
  • - Orders must be placed by 2pm local time Monday – Friday to receive it that same day. 
  • - Orders placed before 10am local time will have the option to choose delivery time of 1pm-5pm or 6pm-9pm. 
  • - For same day delivery orders placed between 10am-2pm, orders will be delivered between 6pm-9pm on the same day.
  • - Authority to leave will automatically be selected at checkout. You will only be able to complete a Same Day Delivery order if all the items in your cart are available and in stock for your delivery location. 
  • - Delivery is not available to PO boxes or Parcel Lockers. 
  • - Same Day Delivery is not available on all products and exclusions apply including but not limited to products weighing over 21kg, Vet Prescription Diets, Fresh and Frozen food, Kennels and any other large bulky items. 
  • - Prices are subject to change. 
  • - Illustrations, photos and packaging are only representative of the products advertised.

If you have any questions related to our Delivery policy, please contact 

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