Use code LAUNCH20 and receive 20% off & free metro delivery - Shop Dog | Shop Cat!

Use code LAUNCH20 and receive 20% off & free metro delivery - Shop Dog | Shop Cat!

FAQs

FAQs

PetCulture Membership

How do I sign up?

You can sign up by going to our memberships page. There are no contracts, no cancellation fees, and no commitments. You have the freedom to change your plan or cancel online at any time.

To learn more about PetCulture, visit our About us page

How many active accounts can I have at one time?

One per person, but you may want to have multiple accounts for your household if you have lots of pets. You can register up to 5 pets per individual account.

What is a PetCulture membership?

There is no other rewards program in Australia like this one. It’s simple, you buy top quality products and services for your pet, and in return, you receive status points that give you more top quality products and services. 

Get amazing discounts, VetChat live support, great value Pet Protection and plenty of exclusive VIP offers and promotions. We designed this totally unique rewards program for pet parents, because we think pet parents love treats as much as their pets do.

Are there benefits to having a PetCulture membership?

PetCulture is a fresh new way to get the absolute best things for your pet to be able to live its best life, or 9 lives. All in the one place and for one low monthly fee, you’ll find:

We'll also personalise our info, advice and products to suit your fur baby’s needs. Everything we do at PetCulture, we do by putting your pet’s health, happiness and wellbeing first, but don’t worry, pet parents come a very close second.


Can I make an online purchase without an account?

We'd love to have you as part of the PetCulture community, but if you've found something your pet would love and aren't ready to register you can make a purchase as a guest, however we recommend you sign up to take advantage of our many benefits, including free delivery for any metro order over $49 and discounts on our products. 

I don’t want to receive emails anymore, how do I unsubscribe?

We'd hate for you to miss out on any of the fun, quirky and interesting Paw Talk topics, but there are two ways you can unsubscribe:

  1. Sign In > Go to My Account > Click on Update details > Uncheck the box marked "I would like to receive PetCulture news and updates in my inbox."
  2. At the bottom of our email you'll find the unsubscribe button. Follow the prompts to unsubscribe.

How do I update my personal details?

Updating your personal details is easy. Simply sign in to your account, navigate to the 'Update your details' section to change things like your email, postcode or contact information.

How do I update my pet's details?

Sign In > Click on a pet profile in the website header > Click on Update your Pet's Information

What happens if I forget my password?

No worries, go to our sign-in page. Under the sign-in button, you'll find 'forgot my password'. When prompted, enter either the email address or username on the account. 

Select 'Submit and check your inbox for a password reset email - if you can't find it be sure to check you junk folder. 

Click on the URL provided in the email and enter a new password.

How do I update my address?

You can update your address details anytime through your profile. 

Sign in to your account, navigate to the 'Update your details' section to change things like your email, postcode or contact information.

Can I have more than one delivery address on my account?

We can store multiple addresses and you can pick one address for an order. We cannot split one order between multiple addresses.

How do I change my password?

Your password can be changed through your My Account section.

Sign In > Go to My Account > Click on Update details > Click on "Change my password".

Insurance

How do I sign up for Pet Insurance?

The wellbeing of your pet is at the forefront of everything we do at PetCulture. We offer Pet Insurance that can be purchased as a standalone product, you only need to be Bronze member to purchase Pet Insurance.

How do I make a claim?

When you take out a PetCulture policy with petinsurance.com.au, you will be able to register for our secure pet portal, where claiming is easy - simply upload a copy of your vet's tax invoice and consultation notes. If it is your first claim you will need to attach a full veterinary history. 

You can call on 1300 855 663 and speak to a friendly customer service team member for claim forms if you do not have access to the customer portal.

I have more than one pet, can they each have their own level of cover with Pet Insurance?

For Pet Insurance you can insure multiple pets with PetCulture together with petinsurance.com.au. Each pet can have their own policy with their individual choice of cover. To activate a multi-pet policy, you will need to call 1300 855 663 where a friendly team member will be happy to organise it for you.

Can I use my own vet?

Yes. For Pet Insurance you can use any vet who is licensed to practice in Australia, other than yourself.

How do I renew my Pet Insurance policy?

Pet Insurance

We will offer renewal of your policy every year for so long as we continue to provide this product. At least 14 days prior before your current policy expires we will send you a renewal notice confirming when your insurance will expire and the premium and terms on which your insurance will automatically renew for a further period of insurance. It will also remind you that you can opt-out of the automatic renewal process and to check the limits of cover provided under the policy to see if your level of insurance cover remains appropriate for you.

When will my policy start and when can I claim?

Pet Insurance

Your policy will commence at 23:59 on the day that your proposal is accepted by us. On our Cat,  Dog and Puppy Cover options, you claim immediately for an accident occurring after the policy has started. You may claim for illness conditions that arise 30 days after the start of the policy. Note: There is a 6 month waiting period that applies for cruciate ligament injuries and conditions irrespective of your cover level which may be waived on application by completing the "Cruciate Ligament Form". For more information on waiting periods please refer to the Product Disclosure Statement.

On our Indoor Cat plan, you may claim for illness conditions that arise 30 days after the start of the policy. Note: there is a 6 month waiting period that applies for cancer. 

For more information on waiting periods please refer to the Product Disclosure Statement.

Does my cover have an Excess?

Pet Insurance

No, all Pet Insurance policies have zero excess.

What waiting periods apply?

The Waiting Periods that apply for Indoor Cat Insurance are:
• 30 days – for Conditions covered under the Illness
section of the policy except;
• 6 months – for cancer Conditions.

The Waiting Periods that apply for Dog, Cat and Puppy are:

0 Days Waiting Period:

  • Motor vehicle incidents 
  • Burns 
  • Electrocution 
  • Allergic reaction to an insect bite (other than flea or tick bites) 
  • Bone fractures 
  • Snake bite 
  • Lacerations 

30 Days Waiting Period:

  • Heat stroke 
  • Eye trauma 
  • Embedded grass seed 
  • Torn nail 
  • Trauma induced respiratory impairment 
  • Soft tissue injury 
  • Ingestion of foreign object 
  • Traumatic disc rupture 
  • Ingestion of poison 
  • Tick paralysis 
  • Gastric dilatationvolvulus (GDV)

Cruciate ligament Conditions 6 Months (may be waived on application, refer to the ‘Waiting Period’ definition on page 22 of the Product Disclosure Statement for the relevant cover).

  • Illness Conditions 30 Days

What percentage of my vet expenses am I covered for?

We will reimburse you the Benefit Percentage selected by you which will be shown on your current Certificate of Insurance.
For example, for an 80% Benefit Percentage we will reimburse you up to 80% of the eligible Vet Expenses (Benefit Limits and sub-limits may also apply). 

Does my pet need to be vaccinated to apply for cover?

No, but for further information about what we cover, please read the Product Disclosure Statement (PDS). These can be found on the relevant pages for the type of insurance you are taking out; Dog, Puppy, Cat and Indoor Cat.

Who is the underwriter?

Petinsurance.com.au is issued by The Hollard Insurance Company Pty Ltd (Hollard) ABN 78 090 584 473, AFSL 241436 of Level 12, 465 Victoria Avenue, Chatswood NSW 2067. Hollard is the insurer and issuer of Petinsurance.com.au policies.

What is not covered under my Pet Insurance policy?

Like with most insurance policies, there are certain situations in which you will not be covered. These include, but are not limited to: pregnancy, elective procedures, grooming, behavioural problems, and pre-existing conditions that showed clinical signs before taking out the insurance. It is important that you read all of the policy documentation for full details of what is covered under each policy. 

For a list of General Exclusions refer to the General Exclusions section of the applicable Product Disclosure Statement.

At what age can I start my pet’s Pet Insurance?

Cat & Indoor Cat Cover

Cats can be insured from 8 weeks of age. For our Accidental Injury and Illness Cover and Indoor Cat Cover, your cat must have joined before its 9th birthday. There is no upper age limit for our Accidental Injury Cover option, so any cat older than 8 weeks of age can join.

Dog Cover

Dogs under the Dog Cover plans can be insured from 6 months of age. For our Accidental Injury and Illness Cover, your dog must have joined before its 9th birthday. There is no upper age limit for our Accidental Injury Cover option, so any dog older than 6 months of age can join.

Puppy Cover

Dogs under the Puppy Cover plans can be insured from 8 weeks of age up to 6 months of age. For dogs older than 6 months of age you may take out a policy under the Dog Cover options.

Does Pet Culture together with petinsurance.com.au insure pets other than cats and dogs?

At this stage we only offer insurance for dogs and cats.

What is defined as an accidental injury?

Accidental Injury means Physical harm or injury arising from an accident. For the purposes of this policy, an accident is:

  • a single specific, unpredictable, unusual and unintended external event which occurs at a particular time and place, with no apparent or deliberate cause but with marked effects; and
  • is independent of any other cause including any Pre-existing Condition.

What is defined as an illness?

An Illness means a sickness or disease or any change to your pet's normal healthy state which is not caused by injury to your pet. For example upset stomach, skin conditions, ear infection.

Does your Pet Insurance cover hereditary and congenital defects?

Yes, provided symptoms or clinical signs of these defects were not present prior to the commencement date of your policy or during the policy waiting period.

What is a cruciate ligament?

There are two cruciate ligaments in the knee. They attach the thigh bone to the shin bone. They allow the knee to flex and extend and they stabilise the joint. It can just be a simple slip on uneven ground that can cause a cruciate rupture. If this happens the joint becomes unstable and as a result there would be intense pain and inflammation would occur. Your vet will be able to diagnose a cruciate rupture, generally by touch, and advise the best treatment, often this means surgery.

How much of the vet bill will be covered?

Pet Insurance

Depending on the plan you choose, you will receive up to 80% of the total cost of eligible treatment for your dog or cat, up to the annual benefit limits. Certain expenses are not covered. These are set out in the Product Disclosure Statement (PDS).

How can I pay my premiums?

You may pay your premiums either by credit card or direct debit and to make budgeting easy you can choose to pay fortnightly, monthly or annually.

What is a Pre-existing Condition?

A pre-existing condition is:

  • A condition that existed or occurred prior to the commencement date of the first policy period or within any applicable waiting period.
  • A condition that you or your vet were aware of, or a reasonable person in your circumstances would have been aware of. This is irrespective of whether the underlying or causative condition was diagnosed at the time. 

Whether it is a pre-existing condition will depend on its nature and experience. If your pet has a temporary condition that has not existed, occurred or shown noticeable signs, symptoms or an abnormality in the 18-month period immediately prior to your claim treatment date, it will no longer be excluded from cover as a pre-existing condition. Chronic Conditions and several other specified Conditions cannot fall within this category. 

See your Product Disclosure Statement for more information and examples of pre-existing conditions. 

You can apply to have Pre-existing Conditions Reviewed. See the Pre-existing Conditions page for more information.

How do I apply for a Pre-existing Condition review?

If your pet has had a temporary condition that was subject to the pre-existing condition exclusion, you can apply to have it reviewed. 

Your vet will need to certify and provide veterinary records verifying that the condition remains a temporary condition and has not existed, occurred or shown noticeable signs, symptoms or an abnormality for a period of 18 months. 

This can also automatically be reviewed when you submit your first claim. 

The pre-existing condition exclusion(s) will not be deemed to have been lifted unless agreed to by us in writing.  You can download a copy of the Pre-existing Condition Review form here.

If your pet has a chronic condition that existed or occurred before the commencement date of the first policy period or during any applicable waiting period, that condition will always be excluded from your policy. 

See Pre-Existing Conditions page for more information.

Can I seek pre-approval of my Pet’s upcoming Treatment?

Yes. If your pet requires treatment and you wish to seek pre-approval of those costs, you can provide us with the itemised estimate of costs from your vet, along with the treatment required and relevant clinical records and/or veterinary history, and we will respond to you in writing with the outcome.

VetChat

Are VetChat Vets legit?

YES! All our Vets are board-certified and born animal lovers. We’ve all worked in clinics for 10+ years. The only difference is now we’re online, where you need us––because we’re doting pet carers too. Get to know our Vets better here.

What are the benefits of using VetChat?

We’re here when your Vet can’t be: 7 days a week, with extended hours that work around your life. And that’s only the beginning.

  • We take the stress out of taking them out with real Vet advice from the comfort of your couch
  • Our advice isn’t just personalised, it’s credible (Dr Google is not your fur baby’s best friend)
  • We’re here on screen the moment you need us, so you can be proactive and act early
  • We empower you with know-how and give you the confidence to care for your pet
  • Instead of waiting to see if it gets worse and spending more in the long run, we can save you money (and sanity) now

What symptoms can your Vets help us with?

It might be an ongoing condition. Or maybe it’s new and completely out of character. As soon as you notice something’s up, we can help your pet with real Vet advice, so you know what to do next.

  • Already diagnosed conditions
  • Allergies and itchy skin
  • Unexplained vomiting or diarrhoea
  • Coughing, sneezing or conjunctivitis
  • Sore paw pads or broken nails
  • Minor cuts or infections
  • Gums, teeth and smelly breath
  • Bad smells in general!
  • Barking or behavioural problems
  • Putting on weight (or losing it)
  • Drinking lots of water (or not enough)
  • Anything that’s worrying you

For serious emergencies, your fur baby needs urgent hands-on attention. Please call your local or emergency Vet straight away.

I think this is an emergency. HELP!

Please go straight to your local Vet or emergency centre for any of the following:

  • Traumatic incidents (hit by car, fallen from height, dog attacks, cat fights)
  • Breathing difficulties
  • Unable to walk normally
  • Recurring seizures
  • Dogs or cats producing only a small amount or no urine
  • Severe abdomen pain (swollen or bloated)

We recommend urgent hands-on attention for your fur baby in all the above cases. And we’re sending you virtual hugs in the meantime. xo

If I want to start chatting, how quickly do you reply?

We’ll be with you in minutes between 6am and midnight Sydney, Australia time. In busy periods (e.g. before and after work) the wait time may be longer, but we’ll always reply within 15 minutes. — For serious emergencies, your fur baby needs urgent hands-on attention. Please call your local or emergency Vet straight away.

If it’s all online, how do you examine my fur baby?

That’s where you come in. We can’t reach out and touch your fur baby, so we run you through everything we’d do if we were there.

We check things like the refill of gums, breathing rate and happy demeanour. If we’re on a video call, we get you to show us things in real time (even offending poop!). Or over chat, we get you to upload photos and videos as we need them.

We guide you carefully and closely so you’re involved in every single part of your pet’s care. And so you should be.

What’s your Peace of Mind guarantee?

We know that going online for Vet help is completely new and not what we’re used to. So we hope that every single VetChat experience leaves you feeling content and relieved as you know what you need to do for your pet ––in fact, we guarantee it! And if it doesn’t, you can absolutely have your money back. You can contact us here.

FitBark

Can I use my current collar with the FitBark 2/GPS?

The FitBark 2 and the FitBark GPS will work with most collars up to 38.1 mm wide.

I’m a new user. How do I setup a new FitBark/FitBark 2 device?

  1. Charge your new FitBark device for 90 minutes using the cable provided
  2. Make sure Bluetooth is on in your iOS or Android device
  3. Download the FitBark Mobile App for iOS (from the Apple Store) or Android (from Google Play)
  4. Follow the on-screen instructions to create a user profile and a dog profile

What phones/tablets are compatible with my FitBark device?

COMPATIBILITY: iOS and Android

iOS: Devices with Bluetooth 4.0 and up running the current official iOS version or the previous one.

Android: Devices with Bluetooth 4.0 and up running Android 7 and above.

What do FitBark devices measure?

FitBark devices are research-grade dog activity and sleep monitors. They collect physical activity and rest levels 24/7, providing you and your family with unprecedented insights into dog health and behaviour.

Here are some of the metrics that FitBark devices track:

  • Activity counts (BarkPoints)
  • Rest, active and play time
  • Nocturnal sleep score
  • Overall health index
  • Activity index
  • Calorie burn
  • Distance travelled

In particular, FitBark devices are useful to monitor changes in mobility, anxiety and skin conditions. Learn more about various use cases here.

If you and your family are serious about keeping your pet healthy, monitoring changes in behaviour and sharing useful information with your veterinarian, look no fur-ther!

Does the FitBark mobile app sync in the background?

The FitBark app will attempt to sync your dog’s activity data every minute whenever:

  • Bluetooth is enabled on an owner’s smartphone and within range of your dog’s FitBark device
  • The FitBark app is running in the background (i.e. it’s not been forced closed)
  • A data connection is available
  • Background sync is only available for FitBark 2 and FitBark GPS devices.

Please note: continuous Bluetooth sync maximizes the battery life of your FitBark device!

How do I change my dog’s activity goal?

From your pup’s home screen, tap your dog’s name at the top.

Select “Edit Daily Goal”.

Select your new goal by either tapping one of the three default goals or moving the slider at the top. As you move the slider, you’ll see at the bottom of the screen the implied percentiles for dogs of the same age and size group, breed, and for all dogs wearing a FitBark.

Through his or her FitBark, your dog is anonymously contributing to creating these norms and baselines.

What do I need to do to sync my FitBark device?

Force the FitBark mobile app to close from your mobile device:

  1. Turn off and then on your mobile device’s Bluetooth
  2. Make sure your iOS or Android mobile device has an internet connection
  3. Open the FitBark Mobile App on the home page of the dog who’s not syncing

Case 1: Your FitBark is detected by the mobile app (the arrows in the upper right hand corner have turned a solid white and spin)

  1. Do not connect your FitBark to a powered USB outlet
  2. Reach out from the Support Chat in our mobile and web apps and we’ll be happy to help


Case 2: Your FitBark is not detected by the mobile app (the arrows in the upper right hand corner only fade in and out)

  1. Connect your FitBark to a powered USB outlet using the cable provided
  2. If it does not go into pairing mode (LED flashing in “knight rider” mode) within 15 seconds, please unplug and reach out from the Support Chat.
  3. Verify if it goes into pairing mode (LED flashing in “knight rider” mode) immediately, or after roughly 10 seconds (make note of this)
  4. Wait 30 seconds until the LEDs stop flashing
  5. When the flashing ends, the FitBark should start syncing
  6. Disconnect the USB cable and verify that the FitBark continues to sync a couple of times per minute
  7. If you had to wait about 10 seconds before the LED started flashing, your battery was likely depleted. Charge your FitBark for 90 minutes using the USB cable provided.

If you still have issues please reach out from the Support Chat in our mobile and web apps, letting us know that your FitBark’s LED starts flashing within 3-4 seconds yet you’re unable to sync. We’ll be happy to help.

How do I recharge my FitBark 2’s battery?

  1. Remove the soft cover (if you need help, click here).
  2. Connect your FitBark to any computer’s USB 1.x/2.x port or a Class 2/Limited Power Supply with a USB output.
  3. There is no need to remove the device from the collar. Clamp the charging cable to the FitBark as in the figure.
  4. When you power it, your FitBark will go in pairing mode (LED flashing rapidly) for about 30 seconds, then the LED will blink every 10 seconds to indicate that the battery is charging. If your battery was depleted, the LED will turn solid after about 90 minutes to indicate that the battery is now completely charged.

My FitBark 2/GPS’s battery won’t charge. Now what?

Case 1: My FitBark won’t start flashing when plugged in

If your FitBark’s LED won’t turn on within a few seconds after you plug it into a powered USB outlet, please verify that the charging cable is correctly clamped on top of the FitBark. If the FitBark won’t start flashing, please reset it by performing the following steps.

  1. Plug the FitBark into the charging cable
  2. ​​Plug the charging cable into a powered USB port
  3. Push the button on the charging cable for 10 seconds
  4. Remove the FitBark from the charging cable, then plug it back
  5. Make sure that you see the led blinking rapidly for 30 seconds
  6. If the FitBark still won’t start flashing, please leave it unplugged and contact customer support from the Support Chat in our mobile or web apps.


Case 2: My FitBark’s LED turns off after rapidly blinking for 30 seconds when plugged in

Please try the following:

  1. Turn off Bluetooth on your mobile device, and that of any other authorized users nearby
  2. Unplug the charging cable
  3. Wait a few seconds
  4. Plug the charging cable back in making sure that it’s correctly clamped on top of the FitBark
  5. Unplug it right after the LED starts rapidly blinking in pairing mode

Case 2A: the LED flashes rapidly for 30 seconds then turns off

Please leave it unplugged and contact customer support from the Support Chat in our mobile and web apps.

Case 2B: the LED stops flashing rapidly as soon as you unplug it from the charging cable

Please leave it unplugged and contact customer support from the Support Chat in our mobile and web apps.

Case 3: My FitBark is syncing the app and the battery indicator still shows a low battery

Please note that the battery indicator in the mobile app updates every time you connect to the FitBark. To trigger an immediate sync, please turn off the Bluetooth on your phone, turn the Bluetooth on again, try to sync via the FitBark app, then check the battery indicator.

How do I perform a firmware update on my FitBark/FitBark 2?

From time to time, we will update your FitBark device to add new features and fix certain software issues. When an update is available, the app will automatically prompt you from your dog’s home screen within a minute. 

Please make sure to stay next to your dog’s FitBark while the app is performing the update and leave your FitBark app open on your smartphone during the entire process.

I’m not receiving any notifications on my phone. Now what?

You should regularly receive notifications such as “goal reached” or “less active than usual” for the dogs you’re an owner of. You should also receive notifications for journal posts.

Please note that notifications are only sent to the last iOS or Android mobile device where you logged in with your FitBark user account.

If you are not receiving any notifications, please:

  1. Go to your mobile device’s settings and make sure that notifications are enabled for the FitBark mobile app
  2. Select “Logout” from the FitBark mobile app (at the bottom of the main menu)
  3. Log back into the FitBark mobile app

My FitBark 2/GPS won’t sync. Now what?

Force the FitBark mobile app to close from your mobile device:

  1. Turn off and then on your mobile device’s Bluetooth
  2. Make sure your iOS or Android mobile device has an internet connection
  3. Open the FitBark Mobile App on the home page of the dog who’s not syncing

Case 1: Your FitBark is detected by the mobile app (the arrows in the upper right hand corner have turned a solid white and spin)

Do not connect your FitBark to a powered USB outlet

Reach out from the Support Chat.

Case 2: Your FitBark is not detected by the mobile app (the arrows in the upper right hand corner only fade in and out)

  1. Connect your FitBark to a powered USB outlet using the cable provided
  2. If it does not go into pairing mode (LED flashing rapidly at 0.5 secs interval) within 15 seconds, please unplug and reach out from the Support Chat.
  3. Verify if it goes into pairing mode immediately, or after roughly 10 seconds (make note of this)
  4. Wait 30 seconds until the pairing phase stops
  5. The FitBark should start syncing
  6. Disconnect it from the charging cable and verify that the FitBark continues to sync a couple of times per minute
  7. If you had to wait about 10 seconds before the LED started flashing, your battery was likely depleted. Charge your FitBark for 90 minutes using the charging cable provided.

If you still have issues please reach out from the Support Chat in our mobile and web apps, letting us know that your FitBark’s LED starts flashing within 3-4 seconds yet you’re unable to sync. We’ll be happy to help.

Auto delivery

How do I change or add to my current Auto Delivery order?

"Sign in > Go to My Account > Go to Upcoming Auto Deliveries


You can:

• Pause a single item

• Change an item quantity

• Remove an item

• Pause the whole auto delivery

• Skip the next auto delivery date

• Cancel the auto delivery

How long am I locked into Auto Delivery?

You can cancel your Auto Delivery at any time. If you know you are going to be away you can even skip or pause your auto delivery.

How do I cancel my Auto Delivery?

If you've decided that Auto delivery is not for you, simply select the Order Management tab within your account, select the relevant order and click the sub menu (three dots) next to the order total. Here you can select 'Permanently delete this order'.

Can I skip or delay my order?

You can modify your order by logging into your account, selecting the Order Management tab and then the relevant order, and making the changes from there.

You will also receive reminders for any upcoming deliveries. These reminders give you the option to have your order brought forward, delayed for a week, or skipped until your next delivery cycle.

What happens if my products are out of stock?

If your Auto Delivery has any items that are out of stock we'll notify you with an alternative or to put the order on hold until new stock arrives.

What happens if my card was not successfully charged when my next order is due?

If we're unable to charge your card for your Auto Delivery you'll be sent an email letting you know. This email will give you enough time to go in and check your account and fix the issue.

To update your card details check out, 'How do I update my payment details?'

We'll try to charge the card two more times. 24 hours after each request.

If the card details have been updated correctly, you'll receive a confirmation email for your Auto Delivery within 24 hours.

If payment fails you will receive an email confirming that payment was unable to be taken and the order was cancelled.

Payment

How do I update my payment details?

As a member:

Sign in > Go to My Account > Click Payment Methods

Why was my order payment rejected?

There are several reasons this could have happened. Double check that you have entered your card details correctly. Please also make sure that the billing address on the card matches the billing address on the order you are placing.

For further assistance, please contact us

What payment types do you offer?

We accept all major credit and debit cards including Mastercard, Visa and American Express.

We also accept PayPal, afterpay and Zip Pay.

How safe are my credit card details?

All personal and payment information is secured using 128 bit SSL encryption.

If you need to know that our site is secure look for a padlock icon in your browser, this verifies the authenticity and validity of our website security. 

To find out more, please read our Privacy Policy.

Deliveries

How can I change my delivery address?

Before the order has been placed

When you are on the checkout page and want to change your delivery address to the one previously saved, simply click the "Edit Address" button located in the centre of the page.

After the order has been placed

Once an order has been placed, providing it has not been picked ready for dispatch you can contact us to see if we can change the address for you.

If your order has already been placed you've got to be quick though, as our warehouse gets packing pretty quick to make sure your order arrives with you as fast as possible. When you’ve already placed an order, it’s not possible to change your address anymore. Please contact our customer service.

Where is my order?

If you want to know where your order is:

As a member:

Sign in > Go to My Account > Go to Previous Orders

• Find the relevant order, the tracking number is shown near the top

• Tracking number will also be shown on your order confirmation email

As a guest:

• Tracking number will be shown on your order confirmation email

If you haven't received your order by the estimated delivery date, contact us and we'll help track it down.

How can I track my order/delivery?

As a member:

Sign in > Go to My Account > Go to Previous Orders

• Find the relevant order, the tracking number is shown near the top

• Tracking number will also be shown on your order confirmation email

As a guest:

• Tracking number will be shown on your order confirmation email

If you haven't received your order by the estimated delivery date, contact us and we'll help track it down.

What is your Online Delivery Policy?

Our aim is to deliver top quality products to your pet as soon as possible. For all the finer details please see our Delivery policy

How do I know that you've received my order?

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

Will I be notified when my items have been dispatched?

Yes, we'll send you a notification when your order is out for delivery. You can also track your delivery using the tracking number you received in your confirmation email.

What can I do if I haven't received my order yet?

Log in to your account and track your order. If your delivery date has passed and your order has not been received the best option is to contact us and we will help you straight away.

How long will my order take to arrive?

Same day delivery
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 will be delivered between 6pm-9pm.

Standard delivery
Please allow 3 - 7 days.
Note: Far North Queensland customers please allow 3 - 11 days.

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

What if I've received my order and it's damaged?

That's not the way it should be. Contact us straight away, we'll work with you to return the order and get a new one out to you straight away.

Be sure to check out our Returns Policy for more details.

What happens if no-one’s home when delivery occurs?

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. PetCulture will not be liable for packages forgotten, unattended, lost or stolen

If you know you won't be there to collect it, you can leave a message for the courier to leave it either in a safe place or with a neighbour. If only our pets could accept deliveries for us.  

Who will deliver my order?

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

How much is Express delivery?

Metro Only: (Currently Sydney and Melbourne) : For all members and guests, express delivery is an additional $8 for metro locations up to 20kgs.  Items above 20kgs will incur fees aligned to our variable weight and size costs. 

Other areas: Express Delivery will be calculated at checkout.

Can I place my order for a set time?

Yes, you can choose your desired delivery date and time. At the checkout select the 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. 

Same day delivers

What is Same Day Delivery?

Same day delivery is exactly what it says on the tin: order it today, receive it today. It's 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 much does it cost?

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

What is the cut off time for same-day deliveries?

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 an order for same-day delivery?

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. If you have any issues you can contact us here.

Why are some products not available for same-day delivery?

If a product is not available for same-day delivery it may not be available from your nearest warehouse. Don't worry this item can be expressed shipped in order for you to receive it as soon as possible.

What if I don't receive my delivery?

We hope this won't happen but be sure to check your tracking number. If you can't find your order number you can contact us here.

Can I change my delivery address after submitting my order?

If you get in contact with us before 2 pm we'll be able to update the delivery address for you. If it's after the 2 pm cutoff your order may already be out for delivery and unfortunately the address can't be changed.

What happens if I place my order after 2 pm?

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

Returns

How do I return an item?

We accept returns for up to 30 days from purchase, providing the product is unopened and in original condition (including packaging). For these purchases you can return your order for exchange or store credit.

What is your refund policy?

You can return your order for a refund if the item is faulty, defective not fit for the intended purpose or not as pictured on the website. Items returned after 30 days may not qualify for a refund, or may incur an extra restocking fee.

How will I be refunded if I return a product?

Refunds will be processed by the online customer service team and returned to the same card that was listed on your order.

How long will it take to receive my refund?

Once processed, the refund will be returned to your nominated bank account. Please allow 10 business days for the credit to post to your bank or credit card account. If you haven't received it after this time, please give your local bank a call to discuss.

Are there any products that I won't be able to return?

We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double-check your order before submitting.