How do I place an order?

Simply browse the store, add what you need to your cart, and follow the checkout steps. You can check out as a guest or create an account — an account lets you track orders, reorder favourites quickly, and view your order history.

What payment methods do you accept?

We accept all major credit and debit cards, PayPal, and popular express options like Apple Pay and Google Pay at checkout. All payments are processed through Shopify's secure, encrypted checkout — we never see or store your card details.

Can I change or cancel my order after placing it?

We pack orders quickly, but if you catch us before your order has shipped we're happy to change or cancel it. Contact us as soon as possible with your order number and we'll sort it out. Once an order has been shipped it can no longer be cancelled, but our returns policy may still be able to help.

Will I receive an invoice or receipt?

An order confirmation with a full summary is emailed to you automatically as soon as your order is placed. If you need a tax invoice for your records, just reply to your order confirmation email or contact us and we'll send one over.

How much is delivery?

Delivery is free on every order, Australia-wide — no minimum spend, no codes, no surprises at checkout. It's simply how we do business.

When will my order be shipped?

Orders are packed at our Melbourne warehouse and typically dispatched within 1–2 business days. Once your order ships, you'll receive a confirmation email with tracking so you can follow it to your door.

How long will delivery take?

Delivery times depend on where you are. As a guide, metro areas usually receive orders within 2–5 business days of dispatch, while regional and remote areas can take a little longer. Your tracking link will always show the latest estimate for your parcel.

Can you deliver to PO Boxes and parcel lockers?

Yes — we deliver Australia-wide, including to PO Boxes and parcel lockers where our carriers support them. Just enter your preferred address at checkout.

My parcel is late or missing. What should I do?

First, check your tracking link for the latest scan. If your parcel seems stuck or hasn't arrived within the expected window, contact us with your order number — we'll chase it with the carrier and make sure it's put right. You'll never be left to sort out a lost parcel on your own.

What if my order arrives damaged or faulty?

We're sorry — that's not the experience we want you to have. Contact us with your order number and a photo of the issue and we'll make it right with a replacement or refund. If a return is needed for a faulty or damaged item, we cover the return postage. Nothing in our policy limits your rights under Australian Consumer Law.

Can I return something if I change my mind?

Yes. If a product isn't quite right, you can return it within 30 days of delivery, provided it's unused, unopened, and in its original packaging. For change-of-mind returns, the cost of return postage is covered by you. Once we receive the item back in resalable condition, we'll refund the purchase price.

How long do refunds take?

Once your return is received and checked, we process refunds promptly — usually within 1–2 business days. Depending on your bank or payment provider, the funds typically appear in your account within 2–5 business days after that.

Do I need to return a faulty treat or consumable?

Not always. For food items and treats with a problem, a clear photo is often all we need — we won't ask you to post back something that belongs in the bin. Contact us first and we'll let you know the quickest way to resolve it.

Who is Go Pet Place?

We're a family-run Australian pet supplies business, operating from Melbourne since 2010. We've shipped more than 66,000 orders with 99.9% positive feedback, and we're still small enough that when you email us, a real person who knows the products replies.

Do you have a physical store I can visit?

We're an online store shipping from our Melbourne warehouse, which is how we keep quality high and delivery free on every order. We don't have a retail shopfront, but we're only ever an email away if you'd like advice before you buy.

I've seen you on eBay — is this the same business?

Yes! Our eBay store is where many of our 66,000+ orders began. Ordering directly through our website gets you the same products and the same service, and it supports our family business directly.

How do I contact you?

Use the contact form on our website or reply to any of our emails, and our customer support team will get back to you promptly on business days. Whether it's help choosing a treat, a question about your order, or feedback — we read and answer everything ourselves.