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Q: Do you offer pick-up of items?
A: Yes, just make sure you select pick up at the checkout, once your product arrives we will give you a call / text to let you know that your order is ready to pick up.
Q: Can I get a discount for multiple purchases?
A: Our prices are already one of the most competitive around, if you find another retailer for cheaper just let us know and we will try & price match for you. For bulk purchases on lots of items send us an email to email@example.com to see if we can do you a better deal
Q: Do I need to pay GST (goods and services tax)?
A: All orders shipped to Australian destinations are subject to 10% GST, which is included in the price.
Q: Once I have paid, how long will it take to be posted to me?
A: If you pay using PayPal, Credit Card or Afterpay, we normally post within 24-48 hours. We may need to order your item in from our supplier to ensure that you get the freshest product with the longest expiry date possible.
Q: I don't trust online ordering, can I phone order instead?
A: Yes of course. You can call us on 02 6040 0604 to order. However ordering online is totally safe and we recommend it all the way for record keeping and order tracking as we don't keep phone order information on file.
Q: Do you accept payment other than credit card?
A: We accept PayPal, Bank Depsoit, Credit Card, Debit Card, & Afterpay
Q: Will I receive confirmation that my payment has been received and product posted?
A: Yes, you will receive an email notifying you that the payment has been received. We normally post within 24-48 hours. We may need to order your item in from our supplier to ensure that you get the freshest product with the longest expiry date possible.
Q: Is it safe to purchase online?
A: Pet Station supplies you with a secure session within our shopping checkout process. You will notice a padlock icon on the base of your browser when you enter our secure 'checkout' area. This indicates that all information entered in the session is secure. No personal details (unless you have an account with us) or payment details are kept or recorded
Q: Are my credit card details stored?
A: No. If paying with your credit card your payment is encrypted and you process your payment yourself and we never view your card details. If you call to pay with your credit card direct with us we place card number direct into our merchant facility whilst on the phone and is deleted once payment is processed. When checking out it does ask you if you would like to store your card information for quicker checkout. Card information is held by Braintree Vault, we are unable to see card details.
Q: Which credit cards do you accept?
A: Visa or MasterCard. AMEX buyers should use PayPal to process their payments
Q: Can I cancel my order?
A: When we receive payment, we dispatch orders as quickly as possible, so it can sometimes be difficult or too late to cancel but can be cancelled if done before posting. Please contact us and we will try to help.
Q: How do I set up a PayPal account?
A: You can set up a PayPal account in a couple of minutes. Please visit www.paypal.com.au to sign up.
Q: Do prices include GST?
Postage & Delivery
Q: How is my item packed?
A: We take great care in package and handling for each order to ensure it arrives to you safely as each item should. If the item is fragile it will be packaged with bubble wrap and the lid may be sealed with glad wrap to ensure no leaks.
Q: How do I know if my item has been posted?
A: We normally send you an automated email advising you that your item has been posted once we mark it as posted. You can "View Order Details" in your account for further info.
Q: How do I calculate postage?
A: Put your postcode or country into the postage calculator provided on every listing. Easy! Postage is calculated via your postcode via weight or cubic weight. Each items weight is already stored in the listing
Q: What is the quickest way to get my item delivered to me?
A: Choose Express Post if it is offered on that item. Registered or regular post takes longer, and requires your signature for registered post. Often the drivers will leave a Collection Card in your post box and you will need to go into the local post office or courier depot to sign and collect your article. Please check with us to make sure we have the product in stock at our main warehouse if you need the product quickly.
Q: How fast is express post?
A: Usually next day into capitals, or 2 to 3 days for rural areas (Depends if your area is part of the Express Post network)
Q: How can I lower the postage costs?
A: We do offer a Postage discounts for multiple purchases and is usually combined in checkout before making payment, PLUS we offer postage promo’s that differ from time to time
Q: How long does delivery take?
A: Regular Post Australia wide approx 2-10 days (depending on location) sent with Australia Post or Courier. Express within Australia is 1 to 4 days.
Q: Who do you use for postage and shipping?
A: Depending on your location, We use Australia Post eParcel, or couriers such as Fastway Couriers or Star Track. For items over 20kg or longer than a meter in length we have to use a courier as it larger than Australia Post size restrictions.
Q: Can we deliver to a PO Box?
A: Yes we can no problem, unless your item is larger than 1 meter long or over 20kg cubed, and in this case a courier must be used and a daytime street address is required and a phone number as couriers will not deliver to PO Boxes. Please read ad description to see if a daytime address is required for that particular item. We may requrire a daytime street address if our postage cost to your PO Box is too expensive.
Q: You sent me an email saying my item was posted and I still have not received my order. Where is my item?
A: Our experience is that your package is probably awaiting your collection at the Local Post Office or courier depot if courier is used, as the drivers often could not be bothered to leave a calling card! Also delivery times are estimates only and are based on nothing going wrong in freight such road delays or busy trading periods for couriers
Q: How do I calculate postage on multiple purchases?
A: Just combine all the items into your shopping cart and it will be calculated for you before you need to pay.
Q: My posted item is taking longer than the estimated delivery time. Why?
A: To far reaching areas or rural properties delivery times can be longer than the estimated delivery times, or Australia Post. Fastway Couriers or Star Track simply can have delays or unforeseen issues, and take longer for delivery than usual. The courier may have also made delivery attempts to your address and you have not been there, so check your mailbox for calling cards.
Q: Why do some items have free postage showing and others not?
A: We have promotions going for different items sometimes and are usually short time offers.
Q: Can I send to a different address other than my own?
A: Yes. We use the address stored in your account so this will need to be changed before you proceed through checkout so postage can be calculated correctly and we can extract the correct delivery address. If you want to change an order after it has been placed please contact us with your order details and we will try to help it has not been sent yet
Q: Is my parcel trackable?
A: Yes most services have tracking capabilities
Q: How do I choose between different postage methods?
A: When going through checkout you will have the option of choosing express or regular services. Please consult each item ad to see which postage options are offered on that item
Q: What will happen if I am out when my parcel arrives?
A: Where delivery is not possible, the parcel will be taken to your nearest depot or post office and you will receive a notification of attempted delivery card. We recommend you provide a daytime delivery address such as your work address as we or you may be charged a second delivery fee
Q: Do you accept returns?
A: Yes! We are happy to exchange, refund or provide store credit for items in new, unused and original condition within 30 days of receiving the goods less postage costs. All product swing tags, user manuals, and packaging must be returned with the goods. We do not accept returns after 30 days. Pet Station reserve the right to charge a restocking fee or refuse any return at our descresion. Consult our terms and conditions pages or ad details for more information
Q: Can I exchange my item?
A: Yes you can! Please return the item with 30 days off purchase, we will create a credit to your account, of the amount you paid less postage costs, so you can purchase the item you desire. All product swing tags, user manuals, and packaging must be returned with the goods. If you do not wish to wait, send your item back for a refund less original postage costs, and purchase the desire model at any time, as one order will not influence the other. Pet Station reserve the right to charge a restocking fee or refuse any return at our descresion. Consult our terms and conditions pages or ad details for more information
Q: I have received the wrong item, what do I do?
A: If the wrong item sent was our error please contact us so we can organize the exchange and freight costs. If you simply ordered the wrong item please return the item back to us, explaining that you ordered the wrong item and wish to exchange or refund. Exchanges & refunds will be less original postage costs.
Q: How will you refund me?
A: All refunds will be credited to your to the same account or card that was used to place the order and make the payment.
Q: Where do I return my goods to for an exchange?
A: Please return your items, with your purchase receipt and exchange details of your order to the return address provided with the invoice you received with your order. Any questions please email us first at firstname.lastname@example.org to discuss exchange
Q: Is my item covered by Warranty?
A: Yes! We only stock the best known brands on the market and all goods are backed by manufacturer warranties.
Q: My item doesn't work or is broken when I received it?
A: If the product is not working or incorrect upon receiving it will be replaced and we will organize return freight. Consult our terms and conditions page for more info. On our website there is a dispute and resolution console in your account info where you can open and log a new claim or dispute and track the progress.
Q: How do I make a warranty claim?
A: Just contact us at email@example.com and we will let you know what do when making a manufacturer warranty claim. As mentioned in previous questions above on our website there is a dispute and resolution console under your account info when you logo in where you can open and log a new claim, or dispute and track the progress.
Q: How long is my warranty for?
A: Each and every item has a different manufacturer warranty period. Normally up to 12 months warranty. Consult the item ad for more detail
About Us & Contact Us
Q: Besides a great item what else do I get?
A: To Pet Station a transaction doesn't just end at payment. In addition to a great price when you buy from us you get super fast service, expert technical advice from passionate staff, warranty support, access to spare parts, ongoing customer support, access to our loyalty program & knowledge base & store support. There are plenty of discount operators out there, but all you get from them is a price and nothing else. Buy & shop with peace of mind.
Q:Do you guys have a shop I can browse?
A: No sorry, we only have warehouses at this stage, local pick up is available from our warehouse.
Q: So who is Pet Station?
A: Pet Station is to provide all pet lovers exceptionally low prices on the highest quality products. We do this by buying our products in bulk to get the lowest possible prices. This enables us to pass on the savings directly to you.
Q: Our Satisfaction guarantee
A: We are proud of our impeccable customer service record and will go to extraordinary lengths to keep our customers happy. If you are not 100% satisfied with the item you purchased, simply return it within 30 days of receiving it and we will gladly refund your payment less postage costs. The items must be in new, unused and original condition and all product swing tags, user manuals, and packaging must be returned with the goods. Please email us first with any concerns or questions. We are here to help. Pet Station reserve the right to charge a restocking fee or refuse any return at our descresion
Q:How can we contact Pet Station?
A: You can email your questions direct to firstname.lastname@example.org and our shop telephone number is 02 6040 0604, however we prefer all contact to be via email, so we have a full record of any past correspondence to serve you best.