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    FAQ

    Payment

    What payment methods do you accept?

    We accept the following credit cards: MasterCard and Visa. We also accept payment by PayPal. If you decide to use this method, you’ll be taken to the PayPal website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

    Where is my refund?

    We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

    Ordering and delivery

    Can I place an order without creating an account?

    Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit www.petdrs.com.au and follow the instructions on-screen.

    Where is my order confirmation?

    This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at fetch@petdrs.com.au just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

    Why has my order been canceled?

    We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

    How do I cancel my order?

    There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via fetch@petdrs.com.au, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

    Can I alter my order?

    Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

    When will my order arrive?

    Orders that require shipping within the Australia will be delivered within three to ten days, depending on your preferred shipping method. Shipping to countries outside of Australia may take up to 20 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status. Alternatively please keep checking your tracking details that are sent to you via your shipping confirmation email.

    What countries do you ship to?

    We ship to most regions worldwide. Please email us at fetch@petdrs.com.au to make sure we can deliver to your geographical location. We may already have a distributor in your location!

    How much is shipping?

    Shipping costs with in Australia are a flat $9.95 for order up to $50, orders over $50 are Free shipping. You may also choose an Express Post service which is $12.95. Orders outside of Australia are based on weight and destination. When you check out your shippping total will be visible.

    Can I track my order?

    Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

    Returns

    Can I return or exchange an item?

    You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging. Unfortunately, we don’t offer exchanges. 

    My order has arrived but it’s not as I ordered. What can I do?

    In the rare event that your order arrives and it is not what you had ordered, it is damaged or faulty, please take photos of the product in question and email our customer service team via fetch@petdrs.com.au with the details. We’ll respond within 48 hours.