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FAQs

FAQs

    FAQs

    PetCulture Membership


    How do I sign up?

    You can sign up by going to our PetCulture Club 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.

    Can I make an online purchase without an account?

    We'd love to have you as part of the PetCulture Club, 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.

    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.

    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 PetCulture Club 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

    How do I make a complaint

    If you have a complaint

    We hope that you never have reason to complain, but if you do we will do our best to work with you to resolve it. Our complaints resolution process has three steps. Please let us know if you require additional assistance to lodge a complaint.

    1. Immediate Response

      Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern we will treat it as a complaint and take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.

      Please contact us using one of the following means:

      Phone: 1300 855 663
      (Weekdays between 8:00am and 8:00pm – (AEST) – except public holidays)

      Writing: Customer Service Complaints, Petinsurance.com.au, Locked Bag 9021 Castle Hill NSW 1765

      Please supply your policy number, if applicable, to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.

    2. Internal Dispute Resolution

      If we haven’t resolved your complaint to your satisfaction, at your request (refer to contact details provided for ‘1 – Immediate Response’), we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business days of being escalated. The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for the decision.

    3. External Dispute Resolution

      In the event that your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.

      AFCA is an independent dispute resolution service provided free of charge.

      You may contact AFCA at:

      Australian Financial Complaints Authority (AFCA)

      Mail: GPO Box 3, Melbourne VIC 3001

      Phone: 1800 931 678

      Websitewww.afca.org.au

      Emailinfo@afca.org.au

    Can I cancel my pet’s policy?

    You may cancel your policy at any time.  We understand circumstances can change and would like to see if we can help keep your cover active. Please call the Petinsurance.com.au customer service team on 1300 855 663 or send an email at petinsurance@petsure.com.au so the team can discuss your options.

    If you do decide to cancel, we will issue a pro-rata refund for the uninsured period where premiums are paid annually, less any applicable government or statutory charges. If you pay by instalments, we will not deduct any further premiums after the date of cancellation.

    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?

    What waiting periods apply?

    For Cat, Dog and Puppy Cover options, there is no waiting period for specified accidental injuries and you may claim immediately after the policy has started. You may claim for relevant illness conditions that arise 30 days after the commencement date of your first policy period.

    Note: There is a 6-month waiting period that applies for cruciate ligament 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.

    For the Indoor Cat plan, you may claim for illness conditions that arise 30 days after the commencement date of your first policy period. 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.

    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; DogPuppyCat 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.

    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?

    Login into your PetCulture account and just click on the "cancel" button to action that asap. You can start it up again whenever you like.

    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 out of stock, we'll notify you with an alternative or 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:

    1. Sign in > Go to My Account > Go to Previous Orders
    2. Find the relevant order, the tracking number is shown near the top
    3. 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:

    1. Sign in > Go to My Account > Go to Previous Orders
    2. Find the relevant order, the tracking number is shown near the top
    3. 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 Post
    For metro areas, Express Post will take 1-4 business depending on which city you are in and for regional areas, Express Post will take 2-7 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 Post?

    Metro Only: (Currently Sydney and Melbourne): For all members and guests, Express Post 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 Post 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. 

    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.