Help & Support Center
Frequently Asked Questions
Have questions about orders, sizing, delivery, or returns? Find clear, honest answers to common questions below.
💳 Orders & Payment Methods
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shop Pay. All payment transactions on Pet Shopee are 100% encrypted and secured with SSL encryption.
How do I know if my order was successful?
As soon as you complete your purchase, an automated order confirmation email with your order summary and invoice will be sent to the email address you provided. If you don't see it, please check your spam or promotions folder.
Can I change or cancel my order after placing it?
If you need to make changes or cancel your order, please contact our support team via WhatsApp (0450 027 487) or email us at support@petshopee.com.au as soon as possible. Once an order has been dispatched, we cannot cancel it, but you can return it upon arrival.
📦 Shipping, Tracking & Delivery
Where do you deliver, and what are the delivery timeframes?
We deliver nationwide across all Australian states and territories (WA, NSW, VIC, QLD, SA, TAS, NT, and regional areas). Orders are dispatched from our warehouse within 1 to 2 business days. Standard Australia-wide delivery typically takes 5 to 11 business days depending on your location.
What are your shipping costs?
We offer a flat rate shipping fee of $6.99 AUD on all orders under $99. Orders of $99 or more qualify for FREE shipping Australia-wide. The shipping cost and method will be clearly displayed at checkout before you complete your purchase.
How can I track my parcel?
Once your parcel is dispatched, you will receive a shipping confirmation email containing your official tracking number and a direct tracking link. You can track your parcel's progress online anytime.
Do you ship internationally outside Australia?
Currently, Pet Shopee ships exclusively within Australia to maintain high-quality service and reliable delivery for Australian pet parents.
🐕 Product Sizing & Harness Fitting
How do I choose the correct size collar or harness for my dog?
Always measure your dog before purchasing. Measure around their neck where a collar naturally sits, and measure the widest part of their chest circumference behind their front legs. Always follow the Two-Finger Rule: you should be able to comfortably fit two fingers under the straps. Detailed sizing charts are provided on every product page.
Are your walking harnesses suitable for dogs that pull?
Yes! Our ergonomic harnesses distribute leash pressure evenly across the chest and body rather than concentrating force around the neck. This provides better walking control and protects your dog's neck and trachea during daily walks.
Are the products suitable for puppies and growing pets?
We offer adjustable collars and harnesses that grow with your puppy. Be sure to check the fit weekly as young pets grow quickly to ensure their gear remains comfortable and escape-resistant.
🔄 Returns, Exchanges & Refunds
What is your return policy?
We want you and your pet to be completely satisfied with your purchase. You can return unused items in their original, unwashed condition and original packaging within 14 days of delivery. A 10% restocking fee applies for change-of-mind returns. Faulty or damaged items are covered under our 12-month warranty in accordance with Australian Consumer Law.
What should I do if an item arrives damaged or incorrect?
If you receive a damaged, defective, or incorrect item, please take clear photos and email us at support@petshopee.com.au or message us on WhatsApp (0450 027 487) within 7 days of delivery. Our team will immediately arrange a replacement or full refund.
How long does a refund take to process?
Once we receive and inspect your returned item, refunds are processed within 5 to 7 business days back to your original payment method.
🇦🇺 About Pet Shopee & Customer Support
Is Pet Shopee an Australian business?
Yes! Pet Shopee is 100% Australian owned and operated, based at 64 Cuthbertson Drive, Cooloongup WA 6168, Western Australia. ABN: 22 936 110 649.
How can I contact your customer support team?
We are available 24/7 to help you! You can chat with us on WhatsApp at 0450 027 487, or email us at support@petshopee.com.au or info@petshopee.com.au.
Still Have Questions?
Our friendly local support team is always ready to assist you and your furry companions.
