Delivery Information
At Petbites, we offer flat rate shipping on all orders, nationwide using StarTrack freight carriers and private couriers in Melbourne Metro areas. Shipping information will be supplied when orders are despatched with tracking information.
When selecting your preferred delivery date, please note that all dates are estimated only. While we do everything possible to deliver your gift on your preferred day, we are not in a position to 100% guarantee any delivery date entered, and state that all delivery dates are estimated. All estimated delivery dates are provided by our courier and sent in accordance to their recommendation to have your gift delivered as close to your preferred day as possible.
Standard vs Express Shipping
Choosing Express Delivery at $17.95 guarantees that your order will leave our warehouse the same day when placed on a business day, before 2pm AET or the next business day if placed after 2pm AET. Our Standard Delivery at $14.95 will leave our warehouse in 1-2 Business days.
Once your package is dispatched from our warehouse we estimate next business day delivery to most places in Australia. Please be aware that, as we use third party couriers, we cannot guarantee next day delivery on any order. While we aim to get your gift delivered on your preferred date, we dispatch on the advise of our freight provider.
Where the address is located in a rural area, delivery of your gift may take an extra day or two.
Same Day Delivery
This service is available to selected Melbourne Metro areas only and incurs a delivery fee of $19.95. Orders for this service must be placed by 12.00pm AET.
Early and/or Late Deliveries
While we endeavour to deliver your gift on your preferred day, please note that all delivery dates are estimated. There may be times when your order may arrive early - StarTrack may have exceeded their service in this instance, and delays may also occur. These occurrences are few, and we do sincerely apologise if this happens and understand it is not an ideal transaction.
Please note that we do not offer refunds or compensation on orders that arrive within four business days of the preferred delivery date selected. All other compensations are processed on a case-by-case basis.
Redirection
If your order needs to be re-directed to a different address than the one provided, a fee of $19.95 ($9.95 for Melbourne Metro) applies. Delays of re-delivery of 24-48 hours are to be expected in these circumstances.
Authority To Leave
At Petbites, we encourage Contactless Delivery. If the recipient is not home or at the delivery address upon delivery, where appropriate, our courier provider will leave the package at the delivery address and provide proof of delivery. Packages will not be left if the courier driver doesn’t deem it a safe place to leave the package. If this occurs, you may receive notification that your package has been dropped off at your local Post Office for collection, as is standard practice. If re-delivery is required, please note that a re-delivery fee may apply.
Delivery Queries
If you have any queries on your delivery, please contact us at customerservice@petbites.com.au or 1300 124 837. All queries need to be submitted within three weeks of your order being processed and shipped.
Please be aware that longer delivery times are to be expected in peak periods, natural disasters, acts of god, and pandemics. All these issues are out of our control and we are not liable for delays that arise from these.
Christmas Deliveries
While we aim to deliver the same quality of service we offer throughout the year, during this particularly busy time of year we cannot guarantee all orders placed within a week of 25th December be received before Christmas. This is partly due to expected delays with freight movements across Australia over the holiday period. Orders placed between 23rd December and 9th January will be processed on the next business day.
If you have any questions regarding Christmas Deliveries, please feel free to contact us at customerservice@petbites.com.au
Cancelling Orders
If you no longer wish to send your gift, please contact us within 1 hour of placing the order. Orders are processed quickly and we cannot guarantee to cancel your order without charges once it is already in production.
If a request to cancel your order is made after your order has been despatch we will contact our couriers to request a return of the item, however please note that this may not be possible. If the item is successfully returned to us this will incur a $19.95 return fee and the remainder of the cost will be refunded. If there is a change of mind after the order has been delivered, then all the items must be returned to our warehouse at the customer’s own cost and all items must be unopened and undamaged. Once the returned items are received by our warehouse, a refund may be issued. Please contact us for further information. Orders that have already been delivered and cannot be cancelled and returned are not eligible for refund.
Please note our business hours are Monday to Friday, 9am – 5pm AET. If your order was placed outside of business hours, please email customerservice@petbites.com.au and we will be in contact with you on opening on the next business day.
Amending Orders
If you would like to amend your order, please contact us within 1 hour of placing the order – please note our business hours are Monday to Friday, 9am – 5pm AET. Orders are processed quickly and we cannot guarantee to make changes to your order without charges once it is already in production.
Please note our business hours are Monday to Friday, 9am – 5pm AET. If your order was placed outside of business hours, please email customerservice@petbites.com.au and we will be in contact with you on opening on the next business day.
If you have any questions regarding the terms, conditions, shipping & delivery, please do not hesitate to contact us at customerservice@petbites.com.au or call 1300 124 837
Thank you for visiting Petbites.